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KB05104 - Unable to log in to Enterprise Messenger after BES restart
 
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Old 06-18-2009, 11:13 AM
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Default KB05104 - Unable to log in to Enterprise Messenger after BES restart

Environment

  • BlackBerry® Enterprise Server version 4.1 for Microsoft® Exchange
  • BlackBerry® Client for use with Microsoft® Office Communications Server
  • SDR87047



KB05104 - Unable to log in to the Enterprise Messenger client on the BlackBerry smartphone after the BlackBerry Enterprise Server restarts


Overview

After the BlackBerry Enterprise Server restarts, BlackBerry smartphone users are unable to log in to the BlackBerry Client for use with Microsoft Office Communications Server on the BlackBerry smartphone. Additionally, the Logging option in the collaboration client remains set to On or the following error appears:
302 Error



Cause

The Message Queueing Service must be active before the BlackBerry Instant Messaging Connector starts. If the BlackBerry Instant Messaging Connector starts before the Message Queuing Service, it will not function correctly.


Resolution

Restart the BlackBerry Collaboration Service and BlackBerry Instant Messaging Connector.
OR
Add a dependency on Message Queuing to both the collaboration service and instant messaging connector:
  1. On the computer that hosts the BlackBerry Enterprise Server, open the Registry Editor and go to HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services.
  2. Right-click BlackBerry Collaboration Service and select New Multi-String Value.
  3. Type DependOnService as the new key name.
  4. Set the key value to MSMQ.
  5. Right-click BlackBerry Instant Messaging Connector and select New Multi-String Value.
  6. Type DependOnService as the new key name.
  7. Set the key value to MSMQ.
  8. Restart the computer.
If the above does not resolve the issue then you may need to uninstall and reinstall MSMQ.
Please follow the steps below:
  1. On the computer that hosts the BlackBerry Enterprise Server, browse to Add or Remove Programs.
  2. Click Add/Remove Windows Components.
  3. Click Application Server.
  4. Click Details.
  5. Clear the MSMQ option and click OK.
  6. Click Next.This will remove the MSMQ service.
  7. To reinstall MSMQ complete steps 1 to 6 but this time select the MSMQ option. This will install the MSMQ service.
  8. Restart the BlackBerry Collaboration Service.
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