01-27-2009, 06:45 PM
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KB13157 - BlackBerry smartphone users are unable to send but can receive messages
KB13157 - BlackBerry smartphone users are unable to send email messages but can receive email messages
Environment
- BlackBerry® Enterprise Server version 4.0 to 5.0 for Microsoft® Exchange
- BlackBerry smartphone
- SDR118345
Overview
BlackBerry smartphone users cannot send email messages from their BlackBerry smartphones, but can still receive email messages. This issue first affects a small number of BlackBerry smartphone users. After a period of time the issue affects all BlackBerry smartphone users on the same BlackBerry Enterprise Server. In the BlackBerry Messaging Agent (MAGT) log files the following entries appear for the affected BlackBerry smartphone users:
[40700] (05/10 08:32:05.411):{0x2514} {user@domain.com} Receiving packet from device, size=359, TransactionId=-125876270, Tag=10343138, content type=CMIME, cmd=0x3
[30112] (05/10 08:32:05.411):{0x2514} {user@domain.com} Receiving message from device, RefId=61937140, Tag=10343138, TransactionId=-125876270
[40291] (05/10 08:32:05.411):{0x2514} {user@domain.com} Refers to original message, RefId=-61687455
[20265] (05/10 08:32:05.818):{0x2514} {user@domain.com} MAPIMailbox::Send(ppMAPIMessage) - SubmitMessage (0x80004005) failed
[20000] (05/10 08:32:07.755):{0x2514} {user@domain.com} Send() failed: ERR_SUBMIT_MAIL, Tag=10343138
[40277] (05/10 08:32:07.755):{0x2514} {user@domain.com} Sending message error to device for message 61937140
[40583] (05/10 08:32:07.755):{0x2514} {user@domain.com} Sending packet to device, Size=45, Tag=3253538, TransactionId=-968922336
OR
[40700] (08/16 13:56:50.993):{0x14B4} {user@domain.com} Receiving packet from device, size=144, TransactionId=235970971, Tag=21845940, content type=CMIME, cmd=0x3
[30112] (08/16 13:56:50.993):{0x14B4} {user@domain.com} Receiving message from device, RefId=1804147971, Tag=21845940, TransactionId=235970971
[20482] (08/16 13:56:50.993):{0x14B4} ResolveNamesMAPI ResolveName(1) succeeded, but list does not contain EntryID for all items
[30147] (08/16 13:56:50.993):{0x14B4} {user@domain.com} MAPIMailbox::Send(ppMAPIMessage) Cleanup - HrGetOneProp (0x8004010f) failed
[30000] (08/16 13:56:59.462):{0x14B4} {user@domain.com} Send() failed: ERR_BAD_RECIP, Tag=21845940
[40277] (08/16 13:56:59.462):{0x14B4} {user@domain.com} Sending message error to device for message 1804147971
[40583] (08/16 13:56:59.462):{0x14B4} {user@domain.com} Sending packet to device, Size=44, Tag=12466181, TransactionId=-899521667
The following entry appears in the BlackBerry Messaging Agent log files:
Failed to Resolve Name in ScanGAL. User:
Note: This entry appears for every affected BlackBerry smartphone user on the BlackBerry Enterprise Server. The entry appears once every 12 minutes until the BlackBerry Messaging Agent has been restarted.
Cause
The BlackBerry Enterprise Server cannot communicate with the intended global catalog server that is referenced in the BlackBerry Enterprise Server service account Messaging Application Programming Interface (MAPI) profile. In the BlackBerry Messaging Agent log files, a specific global catalog server is referenced. After restarting the BlackBerry Dispatcher or BlackBerry Controller services, another global catalog server is referenced.
The following entry appears in the BlackBerry Messaging Agent log files:
[ENV] Global Catalog Server (GCS) from the BlackBerry MAPI profile
Cause 1
The Microsoft® Exchange® version 2003 System Manager installed on the BlackBerry Enterprise Server is unable to process the referral information correctly. Note that this does not affect the Microsoft Exchange version 2007 CDO v1.2.1 MAPI Client.
Cause 2
The Microsoft Exchange version 2007 global catalog referral process is not handled properly by the MAPI Subsystem on the BlackBerry Enterprise Server.
Note: For this cause to be true the BlackBerry Enterprise Server Service Account mailbox must reside on a Microsoft Exchange version 2007 server.
Resolution
Resolution 1
This issue has been identified by Microsoft® and a hotfix is available. For information on the hotfix, go to support.microsoft.com and search for article "929439".
Note: As part of this resolution, you must turn on the global catalog server referrals on the Microsoft Exchange servers.
To resolve this issue, complete the following steps:
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 before implementing any changes.
Note: Due to file dependency, Microsoft Exchange System Manager 2003 Service Pack 2 must be installed before applying the hotfix.
- Download the hotfix. Note: The BlackBerry Dispatcher service must be stopped during installation.
- Apply the hotfix on the client-side MAPI profile on the BlackBerry Enterprise Server that is running Microsoft Exchange System Manager.
- Verify the information in the Emsabp32.dll file, and make sure that the hotfix has been applied successfully. After the hotfix is installed, add the EMSAB_UserAuth_Credentials registry value to the BlackBerry Enterprise Server. See the Additional Information section below for more information.
Resolution 2
To enable global catalog referrals on the MAPI Client to correct this issue please see article KB16118 for more information.
Note: This only needs to be applied to the BlackBerry Enterprise Server.
Workaround
Important: Restarting the BlackBerry Enterprise Server services may delay email message delivery to BlackBerry smartphones. Please see article KB04789 for information about restarting the BlackBerry Enterprise Server services.
Restart the BlackBerry Dispatcher service on the affected BlackBerry Enterprise Server.
Additional Information
Note: The registry changes described in Microsoft KB article 929439 must be made to the MAPI client, in this case, the BlackBerry Enterprise Server.
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.
The following registry key must be installed on the BlackBerry Enterprise Server. In most cases, the Exchange Provider key does not exist and must be created. In some cases the Exchange key may not exist as well and must also be created.
Location: HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Exchange\Exchange Provider
Type: DWORD
Value Name: EMSAB_UserAuth_Credentials
Value Data in Decimal format: 1
The hotfix described in Microsoft KB 929439 applies to Exchange System Manager. If you are running Collaboration Data Objects v1.2.1 instead of Exchange System Manager, the hotfix does not apply but the EMSAB_UserAuth_Credentials registry change does still apply.
If you have installed the BlackBerry Enterprise Server software on a Windows 2003 64 bit server, the registry key described in Microsoft KB 929439 must be entered in the wow6432 node:
Location: HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Exchange\Exchange Provider
Type: DWORD
Value Name: EMSAB_UserAuth_Credentials
Value Data in Decimal format: 1
Please see article KB16118 if the BlackBerry Enterprise Server service account mailbox resides on a Microsoft Exchange 2007 mail server.
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