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KB11939 - Users receive a "No Matches" message when doing an Address Book lookups
 
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Old 06-09-2009, 05:44 PM
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Default KB11939 - Users receive a "No Matches" message when doing an Address Book lookups

KB11939 - Users receive a "No Matches" message when doing an Address Book lookup from the BlackBerry smartphone


Environment

  • BlackBerry® Enterprise Server for Microsoft® Exchange



Overview

When doing an Address Book lookup, a No Matches message is displayed.



Cause

The Lightweight Directory Access Protocol (LDAP) registry keys have been configured incorrectly.



Resolution

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.
Complete the following steps to resolve this problem:
  1. Navigate to HKEY_Local_Machine\Software\Research In Motion\BlackBerry Enterprise Server\Agents\.
  2. Backup the registry Key.
  3. Confirm that the entries for LDAPSearch, LDAPALPSearch, HostedServer, and LDAPDomain contain the correct and valid information as it pertains to the environment. See KB03193 for more information on configuring LDAP in a BlackBerry Enterprise Server environment.
  4. Restart the BlackBerry Controller service from the Windows Services on the BlackBerry Enterprise Server.
Important: Restarting certain BlackBerry Enterprise Server services will delay email message delivery to BlackBerry smartphones. For more information, see KB04789.



Workaround

The following steps will revert the BlackBerry Enterprise Server to the default behaviour, which will use MAPI (Messaging Application Programming Interface) to perform the lookup.
  1. Navigate to HKEY_Local_Machine\Software\Research In Motion\BlackBerry Enterprise Server\Agents\.
  2. Backup the registry key.
  3. Delete the LDAPALPSearch registry entry, or change the value to 0 to disable LDAP address lookups.
  4. Restart the BlackBerry Controller service from the Windows Services on the BlackBerry Enterprise Server.
Note: In a Hosted BlackBerry Enterprise Server environment, using MAPI for lookups will allow all users to perform lookups for users in companies other than their own whereas LDAP will filter the results so users can only perform lookups for users in their own organization.



Additional Information

For more information on how to customize LDAP settings see, BlackBerry Enterprise Server software version 4.1 or later for Microsoft Exchange Administration Guide.
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