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Blackberry Enterprise Server Express(BESX) problem

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Last Modified: 2012-02-17
hello expert
i just deploy a new BESX server and planning mirgate all users from old BESX onto it, lets define BESX1 is the old and BESX2 is the new one,
BESX1: windows 2003 32-bit standard
BESX2: windows 2008R2 64-bit standard
both server in same domian and subnet, also login via same account named BESXadmin to manage them, our email system is Exchange 2007, users on BESX1 not any problem.

then i test migrate my account from BESX1 to BESX2 via Blackberry transporter, no error occurs, but after that i could only send email from BB phone, never receive emails.
also while i try to add a user manually on BESX2, i can't search out anything, and got the following error: "The BlackBerry Administration Service cannot find the records you were looking for. Verify the search criteria you specified and try again"
i guess BESX2 must could not query user info from active directory or message server.
so need your help how can i fix this problem.

thank you
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Mike SullivanDirector

Commented:
Hi beardog1113,

Can you use the IEMSTest tool to check the test user on the new BES? You will find it in the BES installation folder in the Utility subfolder. Post the results in here, please.

Thanks,

Mike

Author

Commented:
hello MikeTheRelic
how could i save the result? once it done the DOS windows closed automaticly.

thanks
Mike SullivanDirector

Commented:
Hi Beardog1113,

Open up a command prompt first, navigate to the Utility folder and run IEMSTest from within the Command Prompt window. Once it is completed, the window will remain and you will be able to copy and paste.

Thanks,

Mike

Author

Commented:
hi Mike, here is the result
Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\Users\apbesxadmin1>cd C:\Program Files (x86)\Research In Motion\BlackBerry En
terprise Server\Utility

C:\Program Files (x86)\Research In Motion\BlackBerry Enterprise Server\Utility>i
emstest.exe
BlackBerry Enterprise Server Utility - IEMSTest.exe (IExchangeManageStore), Vers
ion 1.0
Copyright (c) Research In Motion, Ltd. 1999. All rights reserved.
Opening Default Message Store Mailbox - APBESXAdmin1

fan meng: Opening message store using
        /o=global mail/ou=ap administrative group/cn=recipients/cn=fan.meng02654
260
        /o=Global Mail/ou=Exchange Administrative Group (FYDIBOHF23SPDLT)/cn=Con
figuration/cn=Servers/cn=APMAIL1/cn=Microsoft Private MDB
fan meng: Mailbox opened successfully
fan meng: Root Folder opened successfully
fan meng: Folder created successfully
fan meng: Test folder deleted successfully
fan meng: MAPI test completed successfully
fan meng: CDO Server Name: APMAIL1
fan meng: CDO Mailbox DN: /o=global mail/ou=ap administrative group/cn=recipient
s/cn=fan.meng02654260
fan meng: CDO logon successful
fan meng: Get default calendar folder successful
fan meng: Get calendar folder name successful: '??'
fan meng: CDO test completed successfully
fan meng: Active Directory permissions test completed successfully
fan meng: Initializing EWS Proxy... successful
fan meng: Configuring User... successful
fan meng: EWS calendar find request... failed

C:\Program Files (x86)\Research In Motion\BlackBerry Enterprise Server\Utility>


thank you
Mike SullivanDirector

Commented:
Thanks for that.

Can you just confirm that the mailbox name, mail server name, Exchange Admin Group name, etc. are all as expected, please? If there is something that doesn't look right, please let me know.

Thanks,

Mike

Author

Commented:
hello Mike
all the name displayed are correct, seem all is passed except the last one.

any ideas?

thanks
Mike SullivanDirector

Commented:
Plenty :-)

Let's check that the Inbox redirection is working correctly.

From Manage Users in the BAS Console on the new server, click the name of your Test User. Under Message Configuration, click Default Configuration.

Under the Services tab, is 'Redirect to BlackBerry device' set to 'Yes'?

Under the Email tab and under 'Email message filter name', are all of the filters set to 'No'?

Is the 'Folder Redirection Settings' set to 'Inbox and Sent Items only'?

You can edit these settings by clicking on Edit User at the bottom.

Let me know how you get on.

Mike

Author

Commented:
hello Mike
just check it, all setting is as you mentioned.

thanks
Mike SullivanDirector

Commented:
OK, now check the handheld.

When emails are being sent to the test user, is there absolutely no response from the handset? Or do you get a New Message icon but no evidence of the message?

If you send an email from the Test User's BlackBerry straight to the Test User (ie. a loopback test), what happens?

In the Messages list, press the Blackberry Menu key, choose 'Options', Email Preferences. Is Send Email to Handheld ticked? Now press the BlackBerry Menu key again and choose Folder Redirection. Expand the Mailbox. Is Inbox shaded?

Mike

Author

Commented:
hello Mike
the handset never receive email

while i send email to myself via the phone, it displayed sent but never receive it;

"send email to Handheld" is checked, after choose "folder redirection" there is only a "Desktop" which is shaded and can't check it.

thank you
Mike SullivanDirector

Commented:
Hi beardog1113,

If you can see 'Desktop', click the BlackBerry Menu key and select 'Folder Redirection'. You should be able to see Inbox in there.

Mike

Author

Commented:
hi Mike
there no "folder redirection" from the menu under this page.

thanks
Mike SullivanDirector

Commented:
OK, I think we're making some progress now.

Back on the BES, is there an up to date contact time for the test BlackBerry? If so, try deleting all of the Service Books from the test BlackBerry and then re-sending them from the BES. It sounds like the Messaging services aren't set up correctly or have a corruption in them.

Let me know if you need to know how to delete Service Books from a handheld.

Regards,

Mike

Author

Commented:
hello Mike
i did nothing last night, just add my account on old BESX and migrate to new via transporter tool, good news now is now the test user on new BESX send and receive is no problem. not sure what happen.

can we go to next issue, which i can't add user while i login administrator console, i can't search out any users.

any ideas?

thank you
Mike SullivanDirector

Commented:
Ok, that's good news.

For the next issue, you can use the BlackBerry Server Configuration tool on the new server to check the AD credentials. Check there first.

Mike

Author

Commented:
hello Mike
which tab of "BlackBerry Server Configuration" is to check AD credentials?

thanks
Mike SullivanDirector

Commented:
Hi beardog1113,

You can find the AD settings under the 'Administration Service - AD Settings' tab. Check the username, domain (fully-qualified internal domain name) and retype the password. It should be using your BES service account (e.g. besadmin).

Regards,

Mike

Author

Commented:
hi Mike
tried that and reboot the server, doesn't help.

thanks
Mike SullivanDirector

Commented:
Hi beardog1113,

Does any other service run on the BES? Have you got any anti-virus running on it? Have you made any significant infrastructure changes within our environment (such as domain-level configuration changes, server moves, etc.)? I'm beginning to think you may have an underlying LDAP issue that is directing queries incorrectly.

Try the following:

On the computer that hosts the BlackBerry® Enterprise Server, click Start > Run.
Type regedit. Click OK.
Perform one of the following actions:
If you are running a 32-bit version of Windows®, navigate to HKEY_LOCAL_MACHINE\Software\Research In Motion\BlackBerry Enterprise Server\Agents.
If you are running a 64-bit version of Windows, navigate to HKEY_LOCAL_MACHINE\Software\WOW6432Node\Research In Motion\BlackBerry Enterprise Server\Agents.
If your organization’s environment includes multiple Windows domains, perform the following actions:
Create a String value named LDAPDomain.
Change the value to the FQDN of the global catalog server and the port number that the BlackBerry Enterprise Server can use to resolve the DNS name of Microsoft® Active Directory®, using the following format: <FQDN_of_GC>:<port>. If the BlackBerry Enterprise Server must connect to multiple global catalog servers for DNS name resolution, specify all of them as the value, using the following format: <FQDN_of_GC1>:<port> <FQDN_of_GC2>:<Port> <FQDN_of_GC3>:<port>. Separate multiple entries using spaces.
Optionally, if you do not want to configure a limited list of global catalog servers, set the value to a domain name, and the port number to the global catalog server (for example, example.com:3268).

If the BlackBerry Enterprise Server must use a specific port to connect to Microsoft Active Directory and you did not specify the port number in the LDAPDomain string, perform the following actions:
Create a DWORD value named LDAPport.
Change the value to the port number. To limit the number of LDAP queries that the BlackBerry Enterprise Server needs, use the port number of the global catalog server (port 3268).
If the BlackBerry Enterprise Server must use LDAPS to connect to the Microsoft Active Directory, perform the following actions:
Create a DWORD value named LDAPssl.
Change the value to 1.
To change the amount of time that the BlackBerry Enterprise Server waits for a response from Microsoft Active Directory before the connection times out (by default, 10 seconds), perform the following actions:
Create a DWORD value named LDAPTimeout.
Change the value to the timeout period, in seconds, that your organization requires.
In the Windows Services, restart the BlackBerry Controller.
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fixed
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