06-29-2009, 09:36 PM
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KB01018 - Service failed to start, generating error 5305
KB01018 - Service failed to start, generating error 5305
Environment
- BlackBerry® Enterprise Server for Microsoft® Exchange
- BlackBerry® Professional Software
Overview
The following error message appears in the application log or Messaging Agent log (MAGT) when starting BlackBerry Enterprise Server or BlackBerry Professional Software:
Service failed to start, generating error 5305.
The BlackBerryAgent.exe process fails to load and BlackBerry smartphone users assigned to the affected BlackBerry Messaging Agent(s) will appear in a Not Started state.
Cause
The error message may occur for one of the following reasons:
- The Information Store was not started.
- The Messaging Application Programming Interface (MAPI) profile was created with a profile wizard.
- The organization's security settings are configured to prompt for a password.
- The service account for BlackBerry Enterprise Server or BlackBerry Professional Software has been deleted.
- The location of the administration mailbox has not been updated.
- Microsoft® Outlook® is installed on the same computer as the BlackBerry Enterprise Server or BlackBerry Professional Software.
- The Server Routing Protocol (SRP) identifier was not listed in System Info.
- The service account for BlackBerry Enterprise Server or BlackBerry Professional Software is not configured correctly.
- The operating systems are different on the computer hosting the Microsoft® Exchange Server and the computer hosting the BlackBerry Enterprise Server or BlackBerry Professional Software.
- The service account for BlackBerry Enterprise Server or BlackBerry Professional Software failed to find its own mailbox in the Global Address List.
- The current service account for BlackBerry Enterprise Server or BlackBerry Professional Software is corrupt and cannot correctly access BlackBerry smartphone user's mailboxes.
- The Microsoft Exchange 2007 Server has been installed using native mode.
- The BlackBerry Enterprise Server services are not set to log on as the service account.
Resolution
Cause 1
The Information Store was not started on the Microsoft® Exchange Server where the BlackBerry Enterprise Server administration mailbox resides.
Resolution 1
In Services, start Information Store.
Cause 2
A MAPI profile created with a profile wizard can cause the following issues that result in a 5305 error:
- The profile wizard returns more than one mailbox
- The Microsoft Exchange Server does not store the mailbox
- A method of authentication other than Windows NT® Password Authentication is used
Resolution 2
Complete one of the following resolutions: BlackBerry Enterprise Server software versions 2.0 to 3.6
- Click Start > Programs > BlackBerry Enterprise Server > Edit BES MAPI Profile or Edit the MAPI Profile for > BlackBerry Server <servername>.
- Type the correct Microsoft Exchange Server and mailbox names.
BlackBerry Enterprise Server software versions 4.0 and 4.1
- Click Start > Programs > BlackBerry Enterprise Server > BlackBerry Server Configuration.
- Click the BlackBerry Server tab.
- Click Edit MAPI Profile and type the correct Microsoft Exchange Server and mailbox names.
BlackBerry Professional Software
- Click Start > Programs > BlackBerry Professional Software > BlackBerry Server Configuration.
- Click the BlackBerry Server tab.
- Click Edit MAPI Profile and type the correct Microsoft Exchange Server and mailbox names.
Cause 3
The security settings in the MAPI properties are configured to prompt for a password and Distributed Password Authentication is used.
Resolution 3
Change the MAPI authentication method to Windows NT Password Authentication.
Go to Control Panel > Mail > Show Profiles > Properties > Microsoft Exchange Server Properties > Advanced. The Logon network security drop-down list should read NT Password Authentication.
To view and edit the MAPI profile, complete one of the following resolutions: BlackBerry Enterprise Server software versions 2.0 to 3.6
- Click Start > Programs > BlackBerry Enterprise Server > Edit BES MAPI Profile or Edit the MAPI Profile for > BlackBerry Server <servername>.
BlackBerry Enterprise Server software versions 4.0 and 4.1
- Click Start > Programs > BlackBerry Enterprise Server > BlackBerry Server Configuration.
- Click the BlackBerry Server tab.
- Click Edit MAPI Profile.
BlackBerry Professional Software
- Click Start > Programs > BlackBerry Professional Software > BlackBerry Server Configuration.
- Click the BlackBerry Server tab.
- Click Edit MAPI Profile.
Cause 4
The service account for BlackBerry Enterprise Server or BlackBerry Professional Software was deleted.
Resolution 4
Recreate or restore the service account from a backup file. For more information on creating a service account, see KB04293.
Cause 5
The mailbox of the service account for BlackBerry Enterprise Server or BlackBerry Professional Software was migrated to a new server and its location has not been updated through directory replication.
Resolution 5
For BlackBerry Enterprise Server software versions 4.0 and 4.1, and BlackBerry Professional Software, run the HandheldCleanup.exe utility using the -u switch. For more information, see KB00140.
Cause 6
Microsoft Outlook is installed on the same computer as BlackBerry Enterprise Server software version 2.1 or 3.5 or BlackBerry Professional Software.
Resolution 6
Uninstall Microsoft Outlook and install Microsoft Exchange Administrator 5.5 Service Pack 4 or the Microsoft Exchange System Management Tools for Microsoft Exchange 2000 or 2003.
Note: Microsoft Outlook is required on the computer only if BlackBerry Enterprise Server software version 1.6 or 2.0 is installed.
Cause 7
The SRP Identifier was not listed in Exchange 5.5 Administrator > Configuration > BlackBerry Servers > System Info.
Resolution 7
Uninstall and then reinstall the BlackBerry Enterprise Server software using configuration information that is identical to the original installation.
Warning: Do not click Remove Server. Removing the server eliminates any possibility of restoring existing user accounts being serviced by the BlackBerry Enterprise Server.
Cause 8
The service account for BlackBerry Enterprise Server or BlackBerry Professional Software is not configured correctly in a Microsoft Exchange 2000 or 2003 environment due to one of the following reasons:
- Permissions and group membership for the service account are incorrect or missing
- The MAPI profile for the service account is incorrect or the profile is not specified
Resolution 8
Warning: The following procedure involves modifying the computer registry. This can cause substantial damage to the Windows operating system. Document and back up the existing registry entries prior to implementing any changes.
To configure the service account, complete the following steps:
- Grant the BlackBerry Enterprise Server service account all required permissions and group memberships while avoiding possible conflicts with existing Group Policies. See the BlackBerry Enterprise Server Installation and Getting Started Guide or BlackBerry Professional Software Getting Started Guide for more information.
- Type the correct MAPI Profile in the registry found in HKEY_CURRENT_USER/Software/Research in Motion/BlackBerry/Server. Note: When using BlackBerry Enterprise Server software version 3.5, type the correct value for the MAPIProfile entry found in HKEY_CURRENT_USER/Software/Research in Motion/BlackBerry Enterprise Server/Servers/<server name>.
- Uninstall Microsoft Outlook and reapply the service pack for the Microsoft Exchange 2000 or 2003 System Manager. The service pack should be the same version as the Microsoft Exchange Server.
Cause 9
Microsoft Exchange Server has been upgraded to Windows Server 2003 with Microsoft Exchange 2003. The BlackBerry Enterprise Server or BlackBerry Professional Software is installed on a computer that is running Windows Server 2000 and Microsoft Exchange 2000 System Manager.
Resolution 9
Install Microsoft Exchange 2003 System Manager on the server hosting the BlackBerry Enterprise Server or BlackBerry Professional Software to upgrade the MAPI subsystem.
Warning: The following procedure involves modifying the computer registry. This can cause substantial damage to the Windows operating system. Document and back up the registry entries prior to implementing any changes.
To upgrade the MAPI subsystem, complete the following steps:
- Remove and recreate the MAPI profiles from the registry in the following location: HKEY_CURRENT_USER\Software\Microsoft\Windows NT\CurrentVersion\WindowsMessagingSubsystem\Profiles
- Recreate the MAPI profiles.
For BlackBerry Enterprise Server software versions 2.0 to 3.6
- Click Start > Programs > BlackBerry Enterprise Server > Edit BES MAPI Profile or Edit the MAPI Profile for > BlackBerry Server <servername>.
- Type the correct Microsoft Exchange Server and mailbox names.
For BlackBerry Enterprise Server software versions 4.0 and 4.1
- Click Start > Programs > BlackBerry Enterprise Server > BlackBerry Server Configuration.
- Click the BlackBerry Server tab.
- Click Edit MAPI Profile and type the correct Microsoft Exchange Server and mailbox names.
For BlackBerry Professional Software
- Click Start > Programs > BlackBerry Professional Software > BlackBerry Server Configuration.
- Click the BlackBerry Server tab.
- Click Edit MAPI Profile and type the correct Microsoft Exchange Server and mailbox names.
Cause 10
The service account for BlackBerry Enterprise Server or BlackBerry Professional Software does not have access to the Global Address List or the service account is not visible in the Global Address List. This is typical in hosted environments where the Global Address List needs to be isolated to separate organizations that buy the hosted services.
Resolution 10
- Make the service account visible in the Global Address List.
- Grant the service account unrestricted access to the Global Address List so it can resolve its own mailbox location and those of all BlackBerry smartphone users.
Cause 11
The current service account for BlackBerry Enterprise Server or BlackBerry Professional Software is corrupted and cannot access mailboxes for BlackBerry smartphone users.
Resolution 11
If you are running BlackBerry Enterprise Server software version 4.0 or 4.1, or BlackBerry Professional Software, see KB04293 for more information.
If you are running BlackBerry Enterprise Server software version 3.6, see KB04334 for more information.
Cause 12
The Microsoft Exchange 2007 Server has been installed using native mode.
Resolution 12
Create a public folder and an offline address book in the Microsoft Exchange Server. For more information, see KB13128.
Cause 13
The BlackBerry Enterprise Server services are not set to log on as the service account.
Resolution 13
For more information on configuring the service account, see KB04293.
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