07-29-2009, 09:20 AM
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Proprietor
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Join Date: Nov 2008
Posts: 2,238
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KB10911 - ... The user is not yet known to the BlackBerry Agent.
KB10911 - An error occurred while assigning the device to the user. The user is not yet known to the BlackBerry Agent.
Environment
- BlackBerry® Enterprise Server
- Microsoft® Exchange
Overview
When you use BlackBerry Manager to assign a BlackBerry smartphone, the following error message appears:
An error occurred while assigning the device to the user. The user is not yet known to the BlackBerry Agent. It can take several minutes for a newly added user to be fully initialized by the server before they can be provisioned.
Cause
This issue may be caused by one of the following:
- A previous version of BlackBerry Manager is attempting to manage the current version of the BlackBerry Enterprise Server.
- The BlackBerry Enterprise Server is not in the BlackBerry smartphone user's access control list (ACL), either as a part of LocalDomainServers or explicitly.
- The BlackBerry Enterprise Server administrator does not have proper permissions in the Microsoft Exchange server to assign BlackBerry smartphones.
- The BlackBerryAgent.exe file is not running.
Resolution
Complete the appropriate resolution for the cause.
Cause 1
A previous version of BlackBerry Manager is attempting to manage the current version of the BlackBerry Enterprise Server.
Resolution
Upgrade BlackBerry Manager to at least the same version of the BlackBerry Enterprise Server that it is attempting to manage.
Note: A distribution list sent to all BlackBerry smartphone users authorized to use the BlackBerry Manager can be set up to notify them that they must upgrade their BlackBerry Manager. This may assist with troubleshooting in the environment.
Cause 2
The BlackBerry Enterprise Server is not in the BlackBerry smartphone user's access control list (ACL), either as a part of LocalDomainServers or explicitly.
Resolution
Add the BlackBerry Enterprise Server to the ACL.
Note: To determine if this is the cause of the problem that is generating the error message, look for the following entry in the BlackBerry Messaging Agent (MAGT) log: Unable to open mail database for ///< Country> (server=//< Country> (db=mail\) (You are not authorized to perform that operation 0x0246).
The following table describes the variables listed in the MAGT log:
| The BlackBerry smartphone user's username | | The department of the BlackBerry smartphone user | | The organization of the BlackBerry smartphone user | | <Country> | The country of the BlackBerry smartphone user | | The name of the mail server of the BlackBerry smartphone user |
Cause 3
The BlackBerry Enterprise Server administrator does not have the proper permissions in the Microsoft Exchange Server in order to assign BlackBerry smartphones.
Resolution
Assign the BlackBerry Enterprise Server service account the Exchange View Only administrator role over the entire Microsoft Exchange Server environment, and then add the Administer Information Store, Send As, and Receive As permissions over each Microsoft Exchange Server seen in the Microsoft Exchange System Manager.
Cause 4
The BlackBerryAgent.exe file is not running.
Resolution
The BlackBerryAgent.exe file is not running because it is failing to load. For information about why the BlackBerryAgent.exe file may be failing to load, see KB01018.
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