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BESX users not receiving emails after Windows updates

We have BES Express 5.0.3.41 installed on our Exchange 2007 server. It was running Exchange SP3 but this morning I installed a bunch of updates which included Update Rollup 5 for Exchange Server 2007 SP3. Since I've restarted the server no one is receiving emails on their Blackberry's. Everything seems to be working fine in terms of email, so that doesn't seem to be the issue, and the services start w/o any problem. These are the important errors I'm seeing the App Log, although a whole list of things is shown.

Event ID 10277
Source Blackberry Messaging Agent
Blackberry Messaging Agent BESX Agent 1 failed to start. Error code 5305

Event ID 50106
Source Blackberry Messaging Agent
Stopping Blackberry Mailbox Agent 1 for Server BESX

Event ID 20406
Source Blackberry Controller
'BESX' agent 1: will not restart - reached the maximum of 10 restarts per 24 hours, next restart on Thu Jan 05 09:14:57 2012

Does anyone have any ideas? Also, took a screen capture of all installed updates, so I can provide that if need be.

Hi Go-GBS,

The 5305 error is the important one. There are several possible causes. Take a look at this KB article and work your way through the scenarios.

http://btsc.webapps.blackberry.com/btsc/search.do?cmd=displayKC&docType=kc&externalId=KB01018

Let me know how you get on.

Mike

ASKER

I've been looking at that, I'm stuck at Cause 1 and I really don't understand what I'm looking for, but I hate to skip over it.

ASKER

Ok I just reread cause 1 again, the local IP of the server is 10.1.1.4, no zero's so this shouldn't be the issue.

To troubleshoot Cause 1, find the Logs folder in your BES installation path. Inside there, there should be a series of folders with dates for names - select today's date. Inside there, you will find the Logs for today. The Agent log file begins with MAGT. Open it in Notepad and search for that code in the Cause. If you can't find it, skip over and move on to Cause 2.

Mike

ASKER

Ok, I found the files that begin with MAGT, but there's a bunch of them, which do I pick, or does it not matter? Just for instance I looked in the latest one, and I searched for that error code, 5305, which I think it what you were telling me to do, and I found it, what does that mean?

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Can I confirm first that I don't already have the correct versions? How would I do that? I guess I'm curious how I would have been able to install BESX 5.0.3 w/o them.

Hi Go-GBS,

The latest version is 6.5.8244.0 and this is the recommended version for BESX 5.0.3.

My suspicion is that you are using an older version which has been working fine but, since installing the updates, the older version is now struggling and requires updating.

Go into the Control Panel, Programs, Remove or Change and find the installation in there. It should tell you the version number.

Mike

ASKER

I see Messaging API and Collaboration Data Objects 1.2.1 and it was installed last Augst, so I would assume it's an older version than the one you provided.

Absolutely.

Install the newer version and reboot the server. If the problem persists, I may need to see some more detailed log files to help.

Mike

ASKER

Ok, just as simple as running the exe?

Yes.

ASKER

Ok, it didn't seem to work but when I look in Programs and Features it's still showing an install date of 8/29/2010, but it said it installed successfully? Blackberry's still don't seem to be working.

ASKER

I found this, would it apply at all?

http://btsc.webapps.blackberry.com/btsc/search.do?cmd=displayKC&docType=kc&externalId=KB15779

Hi Go-GBS,

If the installation didn't work properly (and it sounds like it didn't) then definitely use the walkthrough in that link to ensure it is correctly installed. Normally, the installation just works.

As a matter of interest, did you run the executable "...As an Administrator"? This will normally affect whether the installation is successful or not.

Mike

ASKER

Yeah, I don't think it updated properly, I just checked the version on the file mapi32.dll and it's showing 6.0.6000.16386

Fair enough. Use that walkthrough to fully update it and try it again.

Mike

ASKER

I ran the executable while logged in with the bes admin account, which has domain admin rights, but I didn't right click and install as administrator.

Try the 'Install as Administrator' option. It's one of the foibles of the UAC feature.

ASKER

I have UAC turned off.

Do I really need to uninstall Exchange System Manager? That doesn't seem right.

No. That's only applicable for Exchange 2003 versions.

ASKER

Did not fix the problem, still getting those error messages.

OK, can you post the latest version of the MAGT log file, please? You should see that they have incremental numbers (a new one is created each time the service is restarted).

ASKER

Here you go.
EXCHANGE01-MAGT-01-20120104-0087.txt

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ASKER

Ok, I'm at the Profiles key, and underneath I have;

BlackBerryServer
BlackBerryServer_MailStoreProfile

And only one of them has a key that starts with dca, and there's no key 001e6602.

ASKER

Now I am able to find the 001e6602 key under different folders and I see they have the name of the exchange machine.

There's your problem, then. You have a corrupted MAPI profile on the BES.

Follow this guide to removing the profile and recreating it:

http://btsc.webapps.blackberry.com/btsc/search.do?cmd=displayKC&docType=kc&externalId=KB10285

Mike

ASKER

Ok, before I create the new MAPI profile,I just noticed something, the besxadmin account is showing up as a legacy mailbox within the EMC, I'm assuming that's not good.

ASKER

Well, I recreated the mapi profile after I converted the mailbox to a user mailbox but I'm still seeing the error, should I go back and perform the steps in the registry?

ASKER

Alright, something clearly isn't right. I recreated the profile, but when I put the exchange server name in like "exchange01" or "exchange01.domain.com" it fails to resolve, but if I put the IP in it resolves to the proper exchange name and underlines both.

ASKER

Ok, it's working. Here's what I did, something was clearly up with the name resolving properly so I checked DNS and it looked fine, but just in case I went into the DNS host file on the exchange server and added an entry for the exchange server itself and the domain controller. I went back recreated the MAPI profile and it worked. I'm going to mark your solutions b/c I think that was definetly part of it, I just had some other screwy issue going on as well. Thank you for all the help.

We're making good progress :-)

Check that your internal DNS server is available and working properly. Start a command prompt and run the following command: ipconfig /all and make sure that the DNS server is an internal IP.

Mike

Too late with my update :-)

Glad its sorted.

ASKER

I did check all that, everything looks fine on DNS. I saw this happen one other time at a different client using BESX and the same version to boot, I had to put the records in the DNS host file there as well.