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KB18717 - Email messages cannot be sent or received and the last contact time ...
 
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Old 08-19-2009, 03:38 PM
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Default KB18717 - Email messages cannot be sent or received and the last contact time ...

KB18717 - Email messages cannot be sent or received and the last contact time is not updated for BlackBerry smartphone users activated on a BlackBerry Enterprise Server


Environment

  • BlackBerry® smartphone
  • BlackBerry® Enterprise Server
  • BlackBerry® Professional Software
  • Microsoft® Exchange



Overview

Microsoft Exchange users are reporting that they are unable to send or receive email messages from BlackBerry smartphone users that are activated on a BlackBerry Enterprise Server. The last contact times for all users is not updating in the BlackBerry smartphone user's tab in BlackBerry Manager.



Cause

There is a Messaging Application Programming Interface (MAPI) communication failure between the BlackBerry Enterprise Server and the Microsoft Exchange Server.



Resolution


For Microsoft Exchange 2000 or 2003, complete the following steps:
  1. Verify that Microsoft Outlook is not installed on the same server as theBlackBerry Enterprise Server.
  2. Verify that the Exchange System Manager is installed on the BlackBerry Enterprise Server. If the Exchange System Manager is not installed, complete the install and all applicable updates.
  3. Navigate to c:\Program Files\Exchsrvr\bin and right click on mapi32.dll. Verify that the version is equal to or greater then the version of this file on the Microsoft Exchange Server within the same directory. If the version on the BlackBerry Enterprise Server is lower, update any available Microsoft Exchange Server service packs.
Warning: The following procedure requires 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 re-create the BlackBerry Enterprise Server MAPI profile, complete the following steps:
  1. Log in to the BlackBerry Enterprise Server using the service account.
  2. Stop the BlackBerry Enterprise Server services.
  3. Open the Registry Editorand go to HKEY_CURRENT_USER\Software\Microsoft\Windows NT\CurrentVersion\Windows Messaging Subsystem\Profiles\.
  4. In the Profiles folder, select the profile name that is used for the BlackBerry Enterprise Server and delete it. If multiple profiles exist, delete all of them. Delete all sub-entries as well.
  5. Close the Registry Editor.
  6. Create a new MAPI profile using the steps outlined below for the appropriate software version of the BlackBerry Enterprise Server.
  7. Start the BlackBerry Enterprise Server services.
Important: Restarting certain BlackBerry Enterprise Server services will delay email message delivery to BlackBerry smartphones. For more information, see KB04789
To create a new MAPI profile follow these steps for BlackBerry Enterprise Server version 4.0.
  1. Go to Start > Programs > BlackBerry Enterprise Server > BlackBerry Server Configuration.
  2. On the BlackBerry Server tab, click Edit MAPI Profile
  3. Type the name of the Microsoft Exchange Server and the BlackBerry Enterprise Server administration account mailbox name. Click Check Name.
  4. Click Apply > OK.
  5. Open BlackBerry Manager. When a dialog box appears stating that the MAPI Profile BlackBerry Manager does not exist, click OK.On the MAPI Profile screen, type the BlackBerry Enterprise Server administration account information and click Check Name.
  6. On the MAPI Profile screen, type the BlackBerry Enterprise Server administration account information and click Check Name
  7. Click Apply > OK.
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