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KB04189 - When adding a BlackBerry smartphone user to the BlackBerry Manager it ...
 
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Old 08-30-2009, 11:56 AM
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Default KB04189 - When adding a BlackBerry smartphone user to the BlackBerry Manager it ...

KB04189 - When adding a BlackBerry smartphone user to the BlackBerry Manager it states "Failed to add user to the BlackBerry Enterprise Server"


Environment

  • BlackBerry® Enterprise Server for Microsoft® Exchange



Overview

When you try to add a BlackBerry smartphone user with a valid mailbox to the BlackBerry Enterprise Server, you receive the following message in the BlackBerry Enterprise Server Management console or in BlackBerry Manager:
Failed to add user to the BlackBerry Server. Unable to open mailbox for user. The user's mailbox may have been deleted.



Cause

The BlackBerry Enterprise Server cannot access the BlackBerry smartphone user’s mailbox because it does not have the correct permissions or the appropriate Messaging Application Programming Interface (MAPI) subsystem.


Resolution

For Microsoft Exchange 5.5
  1. Make sure that Exchange Administrator has been installed and that all required service packs have been applied to match the version of the most recent Microsoft Exchange Server.
  2. Make sure that Microsoft® Outlook® is not installed on the same computer as the BlackBerry Enterprise Server.
  3. Enable the correct permissions for the BlackBerry Enterprise Server service account at both the Site and Configuration levels in the Exchange Administrator.
For Microsoft Exchange 2000 or Exchange 2003
  1. Make sure that Exchange System Manager 2000 or 2003 has been installed and that all required service packs have been applied to match the version of the most recent Microsoft Exchange® Server.
  2. Make sure that Microsoft Outlook is not installed on the same computer as the BlackBerry Enterprise Server.
  3. Make sure that the BlackBerry smartphone user’s mailbox has not exceeded the storage limit.
  4. In Exchange System Manager, at the Administrative Group level, enable the Exchange View Only Administrator permission for the BlackBerry Enterprise Server service account.

    At the Server and Mailbox Store levels, enable the following permissions for the service account:

    • Send As
    • Receive As
    • Administer Information Store.
For Microsoft Exchange 2007
For instructions for applying permissions for Microsoft Exchange 2007, please reference article KB12483.
Note: If you complete these steps and the problem persists, contact your service provider and obtain instructions for running the DBClean tool.





Additional Information

If this problem only affects one BlackBerry smartphone user and the resolution provided in this article does not solve the problem, move the BlackBerry smartphone user's mailbox or recreate the mailbox.
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