Cannot add single user to successful BESx install
 

I have a weird issue provisioning a single user. We've had the BESx installed and running for many months and have 50+ users provisioned and their devices activated. Everything on that end is working A-OK.

But, for one particular user, I cannot provision her account! I'm using the web based "BlackBerry Administration Service" and have provisioned most of the 50+ users myself, with nary a problem until now.

Procedure:
1. "User" -> "Create a User"
2. (I can fill in all or part of her display name, or all or part of her email address)
3. "Search"
4. Error: "The BlackBerry Administration Service cannot find the records you were looking for. Verify the search criteria you specified and try again."

It doesn't matter what portion of her display name I use, or substring of her email address, it never finds her AD object. For example, say her name was "Susan B. Anthony" and her email address was "susan.anthony(at)domain(dot)org". I could do a partial list for "susan" and pull up every Susan in the directory, but not her. Or, I could search for "susan.a" in the email address field and pull up the list of ever user with that string in their email address - but not her!

I've confirmed that she is not hidden from the GAL, that she has a valid and non-corrupted Exchange mailbox, etc. I can find nothing wrong about her account, yet BES cannot seem to find the object!

Does anyone know what I'm missing, here? Or, where I should start looking for a problem? For example, what log file could I even check to see what's being queried of AD and what's being returned?

We have:
Exchange 2007 SP1
BES Express version 5.0.1 MR 3 (Bundle 139)

Thanks!

Re: Cannot add single user to successful BESx install
 

check
KB19451-"No records were found that match the specified search criteria" appears in the BlackBerry Administration Service console during an attempt to create a BlackBerry enabled user account

Re: Cannot add single user to successful BESx install
 

First, thanks for the reference! It took me a couple of days to get the password for besadmin ... but I just checked and the values are in place. I'm basing the following on the KB article you linked to above, as well as this additional information.


I do see the errors mentioned in the KB article, in our logs. But, again, I'd like to point out that we have 50+ provisioned users, which the BB WebAdmin site had no problem finding in our AD. Why would it be totally unable to find just one user out of thousands but have no problems with any of the others?

Note: the two values are different. We have four (4) different DC's and I noticed that one DC's FQDN was in one key and another DC's FQDN was in the other registry key. Not sure if this matters or needs to be changed for some reason.

Re: Cannot add single user to successful BESx install
 

Was the user previously deleted out of the BES before?

Re: Cannot add single user to successful BESx install
 

Have you tried KB17400?

Re: Cannot add single user to successful BESx install
 

YES, I've refreshed the company directory. But, to be sure, I did it again today as per the KB article you reference.

I am wondering, what log can I check to see if the refresh worked or encountered an error? Which file or event should I be checking?

Re: Cannot add single user to successful BESx install
 

KB19451 is a solution to the problem that you can't do a user lookup due to the DC entry missing in the MAPI Profile. But that means, it can't look up any user.

What you are saying is that you can create any user, except one. So I don't think KB19451 is the issue. It must be a specific problem with that user object in AD or Exchange.

Very dumb question: Are you sure the user is not already on the BES or any left-overs are in the DB or Exchange? Because if the user is already in BES, you will get no search result for it (in the User Creation page).

Also, have you tried to put the full email address of the user in the "Email address" field and leave the "Messaging server display name" field blank?

As a last resort, you can also try to switch user lookup from MAPI to LDAP, but that might have other side effects and needs some registry changes.

Re: Cannot add single user to successful BESx install
 

OK, I've re-confirmed that she is not currently provisioned on our BESx and I've sent a request to our Windows System guys to check her AD object properties out and see if there is anything funny going on.

When I tried to perform an "Add User From Company Directory" and entered her PrimarySMTPAddress into the "EMail Address:" field, it failed and the following event was in the BESx_MAST_01_20110223_0001.TXT log file:

I also see hundreds of these events in the same log ...
Finally, I've just confirmed that we have Four (4) Domain Controllers and each one is also a Global Catalog Server. I note this, become the FQDN of one DC is in [HKCU\Software\Microsoft\Windows NT\CurrentVersion\Windows Messaging Subsystem\Profiles\BlackBerryServer_MailStoreProfi le\dca740c8c042101ab4b908002b2fe182\001e6602] and the other is in [HKCU\Software\Microsoft\Windows NT\CurrentVersion\Windows Messaging Subsystem\Profiles\BlackBerryServer\dca740c8c04210 1ab4b908002b2fe182\001e6602] ... is there any issue with this?

Re: Cannot add single user to successful BESx install
 

The "BlackBerryServer_MailStoreProfile" is the profile that is responsible for the lookup of users in the "Create Users" area. Why not copy the DC name that you have in the other Profile to "BlackBerryServer_MailStoreProfile"

We also have 4 DCs and we have the same listed in both profiles.

Re: Cannot add single user to successful BESx install
 

KB19451-"No records were found that match the specified search criteria" appears in the BlackBerry Administration Service console during an attempt to create a BlackBerry enabled user account 0 1150413239

Re: Cannot add single user to successful BESx install
 

The lines of code still point to that article. :(

Re: Cannot add single user to successful BESx install
 

KB25476-Unable to add users from company directory 0 1150413239

Re: Cannot add single user to successful BESx install
 

I've gotten permission to restart the "BlackBerry Mail Store Service" tomorrow morning, and I'll see if that makes any change. I'm going to manually update the registry keys so that they both have the same value, while the service is down - just in case that matters.

If none of this works, my only other idea is to disable and recreate the users mailbox in Exchange and hope that the new mailbox with it's new GUID will be visible to BESx in AD. I'm beginning to get some concerned inquiries from the user since it's been nearly three (3) weeks. :(

[Part of the frustration is that I've provisioned about 20 other users since I ran into this problem with her account!]

Re: Cannot add single user to successful BESx install
 

If all that doesn't help, have you tried to use the "User Administration Tool" from the BES resource kit? With this, you can add a user via command line.

Re: Cannot add single user to successful BESx install
 

SOMETHING WORKED!!!

Unfortunately, I don't know what. The restart of "BlackBerry Mail Store" service didn't seem to make any difference. But, I took a long weekend and when I got back today, I tried adding that one problem user account, again, and this time ti was found! I put in a query to our Active Directory guy to see if he did anything to the user object in AD ... but I would be surprised since he's so busy. In any case, for whatever reason, everything is working A-Ok.

Thank you, one and all, for your ideas and assistance with this issue.

Re: Cannot add single user to successful BESx install
 

Sometimes there can be delays when you add a user through Peoplesoft as an example and wait for them to effectively hit AD. They might show up in AD but you still cannot add them even though you think you should. I manage a BES of 1300+ users and see this frequently.