06-29-2009, 09:39 PM
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Join Date: Nov 2008
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KB00075 - Service failed to start, generating error 5302
KB00075 - Service failed to start, generating error 5302
Environment
- BlackBerry® Enterprise Server for Microsoft® Exchange
Overview
When the BlackBerry Dispatcher, BlackBerry Policy, and BlackBerry Synchronization services are started on the BlackBerry Enterprise Server, the following error message is displayed:
Service failed to start, generating error 5302
The BlackBerry Enterprise Server debug log displays the following lines: [3] (03/07 12:03:25):{0x31} *** MAPI ***MailboxManager::SubsystemInitialize - AdminServices (0x80070057)
[4] (03/07 12:03:25):{0x31} *** MAPI ***MailboxManager::SubsystemInitialize - Prompting for MAPI
[2] (03/07 12:03:25):{0x31} *** MAPI ***MailboxManager::SubsystemInitialize - MAPILogonEx (0x80040102)
Cause
This issue may be caused by one of the following:
- The BlackBerry Enterprise Server is trying to access a Messaging Application Programming Interface (MAPI) profile that does not exist.
- The .pdf Vulnerability patch has been applied following the application of Maintenance Release 5.
Resolution
Cause 1
The BlackBerry Enterprise Server is trying to access a Messaging Application Programming Interface (MAPI) profile that does not exist.
Resolution 1
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.
Point the BlackBerry Enterprise Server service to an existing MAPI profile by completing the following the steps:
- Log in to the BlackBerry Enterprise Server using the BlackBerry Enterprise Server administration account (for example, BESAdmin).
- Open the Registry Editor by clicking Start > Run, type regedit and click OK.
- Locate the MAPIProfile registry entry in one of the following locations:
- For BlackBerry Enterprise Server software version 2.1 and earlier, go to HKEY_CURRENT_USER\Software\Research In Motion\BlackBerry
- For BlackBerry Enterprise Server software versions 3.5 and 3.6, go to HKEY_CURRENT_USER\Software\Research In Motion\BlackBerry Enterprise Server\Servers\
- For BlackBerry Enterprise Server software versions 4.0 and 4.1, go to HKEY_CURRENT_USER\Software\Research In Motion\BlackBerry Enterprise Server\Agents
- If the registry path does not exist, run a repair of the BlackBerry Enterprise Server software from the Control Panel through the following steps:
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- Open Add/Remove Programs.
- Select BlackBerry Enterprise Server.
- Select Click here for support information.
- Select Repair while logged in with the BlackBerry Enterprise Server administration account.
- After the installation process is complete, in Microsoft Windows Services, start the BlackBerry Enterprise Server.
- In the MAPIProfile registry entry, the Value data field displays the name of the MAPI profile. Record this name.
- In the Registry Editor, go to HKEY_CURRENT_USER\Software\Microsoft\Windows NT\CurrentVersion\Windows Messaging Subsystem\Profiles\ where is the name of the MAPI profile you recorded in step 4.
- If the registry entry exists, proceed to step 8. If the registry entry does not exist, do one of the following:
- For BlackBerry Enterprise Server 2.1 and earlier, click Start > Programs > BlackBerry Enterprise Server > Edit BlackBerry Enterprise Server MAPI
- For BlackBerry Enterprise Server 3.5 and 3.6, click Start > Programs > BlackBerry Enterprise Server > Edit MAPI Profile for
- For BlackBerry Enterprise Server 4.0 and 4.1, click Start > Programs > BlackBerry Enterprise Server > BlackBerry Server Configuration > BlackBerry Server tab > Edit MAPI Profile
- In the MAPI Profile window, type the BlackBerry Enterprise Server administration account mailbox (for example, BESAdmin) and the Microsoft Exchange Server name. Verify that the entries resolve successfully.
- In Windows Services, restart the BlackBerry Enterprise Server.
- Make sure all BlackBerry services except the BlackBerry Attachment Service are logged on as the BlackBerry Enterprise Server service account (i.e. BESAdmin). Also make sure that all BlackBerry Enterprise Server services are started except BlackBerry Database consistence service.
Important: Restarting certain BlackBerry Enterprise Server services will delay email message delivery to BlackBerry smartphones. For more information, see KB04789.
Cause 2
The .pdf Vulnerability patch has been applied following the application of Maintenance Release 5.
Resolution 2
1. Log in to the BlackBerry Enterprise Server using the BlackBerry Enterprise Server administration account (for example, BESAdmin).
2. Run the Maintenance Release 5 installer again.
Additional Information
If recreating the MAPI is still causing error 5302 in the logs, the BlackBerry Enterprise Server service account should be changed. For instructions, see KB04293.
For information on error 5401 in BlackBerry Enterprise Server software versions 3.5 and 3.6, see KB03607.
For more information on BlackBerry Enterprise Server service errors, see KB04099.
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