BES 4.0 - Failed to add user to the BlackBerry Server. Unable to open mailbox for user.

Posted on 2012-08-17
Last Modified: 2012-09-07
Good morning,

I am experiencing an issue with adding a user to a BES 4.0 server. The user was previously active on the BES server, however their handheld stopped receiving messages and so I decided to re-create their BES account. I was able to delete the user, however when I try to add them back to the server I get the following error message;

BES error
I ran the IEMSTest.exe tool against the user's mailbox using the default MAPI profile, and all tests were successfully completed. I am not sure what to do now, as it seems that all of the permissions are set correctly. Has anybody had this issue, and if so, how did you resolve it?

Thank you in advance for any assistance you can provide.

Question by:Jm_saunders
    LVL 14

    Expert Comment

    by:Mike Sullivan
    Hi James,

    First things first: Assuming that the mailbox hasn't ACTUALLY been deleted, does everything else work OK for the user's mailbox? Are there any other symptoms that aren't related to the BlackBerry?

    Next questions: Is the mailbox hidden from the GAL? If so, you'll get this error.

    If you log on to a PC that has Outlook or similar installed using the BES Admin account, you should be able to open the user's mailbox without any errors. If you do get errors, then the permissions need to be checked on that individual user's mailbox. Typically, this problem occurs if the permissions in Active Directory aren't cascading to the OU that the user is a member of.

    That should give you something to start with :-)

    Let me know how you get on,

    LVL 3

    Author Comment

    Hi Mike,

    Thank you for the rapid response. There is a "peculiarity" with this particular setup that I neglected to mention, but may be relevant. This particular server has been configured using the domain "Administrator" account, rather than a proper BESAdmin account. This was the configuration we inherited it in - apparently it's been working fine for years, and we didn't want to change it for fear of it breaking! When I look at the account in AD I can see that the Administrator has full control over the mailbox, which confirms what I see when I run IEMSTest.

    The user is definitely not hidden from the GAL and the mailbox definitely exists, as I know the end user is actively using it. They did have a problem with their information store last week, which resulted in me having to do a hard repair of the priv1.edb and pub1.edb databases. I guess it's entirely possible that this screwed up his mailbox in a way that only affects BES's ability to access it - I don't know enough about BES to know how to figure that out.

    I know it's a mess, but unfortunately I don't have the power to do anything about it. Obviously if it's unrepairable then we'll have to discuss re-installing the BES server; ideally with the latest version of BES Express rather than this ancient version of BES.

    Is there any way to determine whether the Exchange mailbox is the problem?

    Thanks again,

    LVL 3

    Author Comment

    Just to update this question, I've told the end user that I think the problem is with their mailbox and that I want to rebuild it before doing anything to the BES server.

    It may be some time before the end user gets back to me on how he wants to proceed. Hopefully I'll be able to update this question with some positive news shortly.
    LVL 14

    Accepted Solution

    OK. Good luck :-)
    LVL 3

    Author Closing Comment

    The customer never got back to me about doing this, and EE is now harassing me to update the question. Thanks for your help, MikeTheRelic.

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