Activation 'Initialising' BES Install Problem
 

Hi,

I am new to this and we have just installed BES professional software -Manager 4.1.4.15. This is for a small company with probably maximum of 6 - 8 users. We have one test licence at the moment but we are having problems activating the user/device. The status is currently 'initialising'. When activating the account wirelessly we get emails to the users account from Blackberry but it will not activate.

The setup is that we have installed BES on a box that is running ISA. This is in a DMZ and connects to exchange behind the firewall. The BES can connect to Exchange fine although we are using the Microsoft MAPI connect tool not the Exchange System/Admin tools. A lot of guides say to install the Exchange tool - will this make a difference? I can connect to Exchange fine and browse the address book though.

The ports are allowed out of ISA and our hardware firewall also. We have allowed out 3101 to any but no incoming. We are still trying to troubleshoot but if anyone spots anything obvious we are doing wrong this would be greatly appreciated!

Many thanks in advance.


To add - we are actually using -

BlackBerry Professional Software Version: 4.1.4.3

Welcome!

What is "Microsoft MAPI connect tool"

BES isn't supported in the DMZ; ever. Installing on ISA is probably going to make this a bit more interesting too.

Best would be to probably look through the ALRT, CTRL, and MAGT logs on the BES for errors and post them here.

Sorry, wrong description - it is the Microsoft Exchange Server MAPI Client and Collaboration Data Objects 1.2.1

.microsoft.com/downloads/details.aspx?FamilyID=e17e7f31-079a-43a9-bff2-0a110307611e&displaylang=en

Seems to link in to Exchange fine enough.

Will look at the logs and add them soon, thanks.

For Exchange 2003 you're supposed to use the Exchange 2003 Tools. That said, the 2007 cdo tools should work just fine for you.

Hi,

Ok here are the logs requested earlier. Sorry they are so long. The CTRL log looks pretty ominous.. googling it now

ALRT -

[30000] (04/23 15:44:00.875):{0x878} Alarm::ThreadProc: Received an alarm message
[30000] (04/23 15:45:00.875):{0x87C} EventLog::ThreadProc: Received notification, processing...
[30000] (04/23 15:45:00.875):{0x87C} [Alarm::ActivateAlarm] Queuing alarm: <N/A> | BlackBerry Controller (Application Event Log on GAR-ISA01) | 04/23/2008 15:45:00 (AFFF4FB6) -> EventID:afff4fb6'GAR-ISA01' agent 1: will not restart - reached the maximum of 10 restarts per 24 hours
[30000] (04/23 15:45:00.875):{0x878} Alarm::ThreadProc: Received an alarm message
[30000] (04/23 15:46:00.796):{0x87C} EventLog::ThreadProc: Received notification, processing...
[30000] (04/23 15:46:00.796):{0x87C} [Alarm::ActivateAlarm] Queuing alarm: <N/A> | BlackBerry Controller (Application Event Log on GAR-ISA01) | 04/23/2008 15:46:00 (AFFF4FB6) -> EventID:afff4fb6'GAR-ISA01' agent 1: will not restart - reached the maximum of 10 restarts per 24 hours
[30000] (04/23 15:46:00.796):{0x878} Alarm::ThreadProc: Received an alarm message
[30000] (04/23 15:47:00.921):{0x87C} EventLog::ThreadProc: Received notification, processing...
[30000] (04/23 15:47:00.921):{0x87C} [Alarm::ActivateAlarm] Queuing alarm: <N/A> | BlackBerry Controller (Application Event Log on GAR-ISA01) | 04/23/2008 15:47:00 (AFFF4FB6) -> EventID:afff4fb6'GAR-ISA01' agent 1: will not restart - reached the maximum of 10 restarts per 24 hours
[30000] (04/23 15:47:00.921):{0x878} Alarm::ThreadProc: Received an alarm message
[30000] (04/23 15:48:00.828):{0x87C} EventLog::ThreadProc: Received notification, processing...
[30000] (04/23 15:48:00.828):{0x87C} [Alarm::ActivateAlarm] Queuing alarm: <N/A> | BlackBerry Controller (Application Event Log on GAR-ISA01) | 04/23/2008 15:48:00 (AFFF4FB6) -> EventID:afff4fb6'GAR-ISA01' agent 1: will not restart - reached the maximum of 10 restarts per 24 hours
[30000] (04/23 15:48:00.828):{0x878} Alarm::ThreadProc: Received an alarm message

CTRL -

[20406] (04/23 15:46:00.703):{0xC74} 'GAR-ISA01' agent 1: will not restart - reached the maximum of 10 restarts per 24 hours
[20406] (04/23 15:47:00.703):{0xC74} 'GAR-ISA01' agent 1: will not restart - reached the maximum of 10 restarts per 24 hours
[20406] (04/23 15:48:00.703):{0xC74} 'GAR-ISA01' agent 1: will not restart - reached the maximum of 10 restarts per 24 hours
[30000] (04/23 15:48:08.578):{0xC30} Performing system health check (BlackBerry Controller Version 4.1.4.40)
[20406] (04/23 15:49:00.750):{0xC74} 'GAR-ISA01' agent 1: will not restart - reached the maximum of 10 restarts per 24 hours
[20406] (04/23 15:50:00.828):{0xC74} 'GAR-ISA01' agent 1: will not restart - reached the maximum of 10 restarts per 24 hours
[20406] (04/23 15:51:00.828):{0xC74} 'GAR-ISA01' agent 1: will not restart - reached the maximum of 10 restarts per 24 hours
[20406] (04/23 15:52:00.828):{0xC74} 'GAR-ISA01' agent 1: will not restart - reached the maximum of 10 restarts per 24 hours
[20406] (04/23 15:53:00.828):{0xC74} 'GAR-ISA01' agent 1: will not restart - reached the maximum of 10 restarts per 24 hours
[20406] (04/23 15:54:00.828):{0xC74} 'GAR-ISA01' agent 1: will not restart - reached the maximum of 10 restarts per 24 hours
[20406] (04/23 15:55:00.828):{0xC74} 'GAR-ISA01' agent 1: will not restart - reached the maximum of 10 restarts per 24 hours
[20406] (04/23 15:56:00.828):{0xC74} 'GAR-ISA01' agent 1: will not restart - reached the maximum of 10 restarts per 24 hours
[20406] (04/23 15:57:00.828):{0xC74} 'GAR-ISA01' agent 1: will not restart - reached the maximum of 10 restarts per 24 hours
[20406] (04/23 15:58:00.828):{0xC74} 'GAR-ISA01' agent 1: will not restart - reached the maximum of 10 restarts per 24 hours
[30000] (04/23 15:58:08.578):{0xC30} Performing system health check (BlackBerry Controller Version 4.1.4.40)
[20406] (04/23 15:59:00.828):{0xC74} 'GAR-ISA01' agent 1: will not restart - reached the maximum of 10 restarts per 24 hours


MAGT -

[30000] (04/22 17:23:30.796):{0x6D8} [DIAG] EVENT=Register_thread, THREADID=0x6D8, THREADNAME="TimerThread"
[40000] (04/22 17:23:30.796):{0x6D8} [DEBUG] EVENTMSG="TimerThread thread started"
[40000] (04/22 17:23:30.796):{0x178C} [DIAG] EVENT=Syslog_connected, EVENTMSG="Connected to 127.0.0.1"
[40000] (04/22 17:23:30.796):{0x178C} [DIAG] EVENT=Syslog_connected, EVENTMSG="Connected to 127.0.0.1"
[50076] (04/22 17:23:30.812):{0x1490} Starting BlackBerry Mailbox Agent 1 for Server GAR-ISA01 - Version 4.1.4.40
[30000] (04/22 17:23:30.812):{0x1490} [ENV] MAPI32.DLL: C:\WINDOWS\system32\MAPI32.dll, Version: 6.5.7974.0
[30000] (04/22 17:23:30.812):{0x1490} [ENV] CDO.DLL: C:\WINDOWS\system32\cdo.dll, Version: 6.5.7974.0
[30000] (04/22 17:23:30.812):{0x1490} [ENV] Global Catalog Server (GCS) from the BlackBerry MAPI profile: box-dc01.boxingorange.com
[30000] (04/22 17:23:30.812):{0x1490} [ENV] Microsoft Management Console (MMC): C:\WINDOWS\system32\mmc.exe, Version: 5.2.3790.3959
[30000] (04/22 17:23:30.812):{0x1490} [ENV] BlackBerry Mailbox Agent 1 - BESX Version 4.1.4.40
[30000] (04/22 17:23:30.812):{0x1490} [ENV] BES Service Name: BlackBerry Mailbox Agent
[30000] (04/22 17:23:30.828):{0x1490} [ENV] BlackBerry Dispatcher: C:\Program Files\Research In Motion\BlackBerry Enterprise Server\BlackBerryDispatcher.exe, Version: 4.1.4.3
[30000] (04/22 17:23:30.828):{0x1490} [ENV] BlackBerry User Administration Service: NOT FOUND
[30000] (04/22 17:23:30.828):{0x1130} [DIAG] EVENT=Register_thread, THREADID=0x1130, THREADNAME="ExtUDPLogThread"
[50049] (04/22 17:23:30.828):{0x1130} Waiting for external UDP log messages on port 4085
[30000] (04/22 17:23:30.828):{0x1490} [ENV] BlackBerry Attachment Service: C:\Program Files\Research In Motion\BlackBerry Enterprise Server\AttachServer\BBAttachServer.exe, Version: 4.1.4.16
[30000] (04/22 17:23:30.843):{0x1490} [ENV] BlackBerry MDS Connection Service: C:\Program Files\Research In Motion\BlackBerry Enterprise Server\MDS\bin\bmds.exe, Version: 4.1.4.19
[30000] (04/22 17:23:30.843):{0x1490} [ENV] BlackBerry Database Consistency Service: C:\Program Files\Research In Motion\BlackBerry Enterprise Server\MDS\bin\DBConsistency.exe, Version: 4.1.4.40
[30000] (04/22 17:23:30.859):{0x1490} [ENV] BlackBerry Policy Service: C:\Program Files\Research In Motion\BlackBerry Enterprise Server\ITAdminServer.exe, Version: 4.1.4.21
[30000] (04/22 17:23:30.859):{0x1490} [ENV] BlackBerry Synchronization Service: C:\Program Files\Research In Motion\BlackBerry Enterprise Server\SyncServer\BlackBerrySyncServer.exe, Version: 4.1.4.15
[30000] (04/22 17:23:30.875):{0x1490} [ENV] BlackBerry Router: C:\Program Files\Research In Motion\BlackBerry Enterprise Server\BypassRouter\BlackberryRouter.exe, Version: 4.1.4.3
[30000] (04/22 17:23:30.890):{0x1490} [ENV] BlackBerry Controller: C:\Program Files\Research In Motion\BlackBerry Enterprise Server\BlackBerryController.exe, Version: 4.1.4.40
[30000] (04/22 17:23:30.890):{0x1490} [ENV] BlackBerry Alert: C:\Program Files\Research In Motion\BlackBerry Enterprise Server\BESAlert.exe, Version: 4.1.4.12
[30000] (04/22 17:23:30.890):{0x1490} [ENV] [DB] SQLServer hostname: gar-isa01\Cranberry, Database name: Cranberry
[41120] (04/22 17:23:30.890):{0x1490} [CFG] Address Lookup is enabled
[41122] (04/22 17:23:30.890):{0x1490} [CFG] LDAP search is disabled, LDAP PIM search is disabled, LDAP ALP search is disabled
[41123] (04/22 17:23:30.890):{0x1490} [CFG] Using up to 10 external CDO Helpers in keep-alive mode
[41124] (04/22 17:23:30.890):{0x1490} [CFG] AddOwnerApptID is disabled
[41125] (04/22 17:23:30.890):{0x1490} [CFG] SetLocaleIDs is disabled
[40532] (04/22 17:23:30.890):{0x1490} [CFG] vCard conversion support has been enabled
[40892] (04/22 17:23:30.890):{0x1490} [CFG] GlobalRescan config: messaging:O, calendar:O, pim:O
[30221] (04/22 17:23:31.125):{0x1490} BES Cryptographic Kernel module is initialized and working properly
[40344] (04/22 17:23:31.125):{0x1490} Service is ready to accept SNMP Requests
[45009] (04/22 17:23:31.125):{0x1490} More cache hit rate: 0.0%, requests: 0, adds: 0, size: 0.0/10.0 Mb
[45014] (04/22 17:23:31.125):{0x1490} ExtMore cache hit rate: 0.0%, requests: 0, adds: 0, size: 0/20000
[30054] (04/22 17:23:31.125):{0x1490} Starting Message System
[30055] (04/22 17:23:31.125):{0x1490} Using MAPI profile BlackBerryServer
[50000] (04/22 17:23:31.125):{0x1130} Controller: This BES Agent is under control of BlackBerry Agent Controller
[40000] (04/22 17:23:31.140):{0x1490} Setting PR_PROFILE_CONNECT_FLAGS CONNECT_IGNORE_NO_PF false
[40206] (04/22 17:23:31.140):{0x1490} MailboxManager::SubsystemInitialize - Using MAPI profile 'BlackBerryServer'
[20137] (04/22 17:24:43.250):{0x1490} MailboxManager::SubsystemInitialize - g_pSession->OpenMsgStore (0x80040111)
[40000] (04/22 17:24:43.250):{0x1490} Setting PR_PROFILE_CONNECT_FLAGS CONNECT_IGNORE_NO_PF true
[40206] (04/22 17:24:43.250):{0x1490} MailboxManager::SubsystemInitialize - Using MAPI profile 'BlackBerryServer'
[20137] (04/22 17:25:55.437):{0x1490} MailboxManager::SubsystemInitialize - g_pSession->OpenMsgStore (0x80040111)
[10277] (04/22 17:25:55.437):{0x1490} BlackBerry Messaging Agent GAR-ISA01 Agent 1 failed to start. Error code 5305
[50106] (04/22 17:25:55.437):{0x1490} Stopping BlackBerry Mailbox Agent 1 for Server GAR-ISA01
[40507] (04/22 17:25:56.125):{0x1130} ExtUDPLogThread: Code on closing = 0
[30000] (04/22 17:25:56.125):{0x1130} [DIAG] EVENT=Unregister_thread, THREADID=0x1130, THREADNAME="ExtUDPLogThread"
[30065] (04/22 17:25:56.125):{0x1490} BlackBerry Mailbox Agent 1 for Server GAR-ISA01 shutdown complete

Ive tried to look into this but none the wiser - anyone spot anything obvious here?

Thanks

It seems that the BlackBerry Messaging Agent cannot start. The Messaging Agent is the part that actually performs all the work of sending/receiving email, scanning the mailboxes, etc. Seeing as it can't start then nothing will work.

If you open the Windows Event Viewer and lookat the Application log you will see many events for the Dispatcher, Controller and Messaging Agent.

When you see a Messaging Agent with the 'afff4fb6'GAR-ISA01' agent 1: will not restart - reached the maximum of 10 restarts per 24 hours" event, there should be another from the Messaging Agent right before or after it with an error number in the description like 5302 or 5305.

Check there first. Don't rule out the DMZ being the issue, unless you've locked down what ports MAPI communicates thorugh then you need to open a lot of ports to ensure that you get proper communcation from BES to Exchange.

If you're concerned with security you can place the Router compnent of the BES in the DMZ and only 1 port is used to link the BES to the Router component and is completely safe.

Search RIM's TKC for it, BlackBerry Technical Solution Center

Let us know what you find.

Thanks for the update gibson_hg. It was useful info but we didnt get it to work with that set up. i think it was a bad idea as you say with it being in the DMZ and ISA.

We have re-built BES on Windows 2003 server and this is in the same vlan as Exchange. The build went smooth and there are no errors in the logs now.. all looks good but still cannot activate a user!

Any ideas on what to look for??

All sorted. It was a problem with an old phone being tied to a different account. Needed to wipe the device.

Cheers for your help lads