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KB10325 - BlackBerry user name or email address displays incorrect information
 
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Old 06-26-2009, 10:42 PM
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Default KB10325 - BlackBerry user name or email address displays incorrect information

KB10325 - BlackBerry user name or email address displays incorrect information in BlackBerry Manager after it is changed in Novell GroupWise


Environment

  • BlackBerry® Enterprise Server
  • Novell® GroupWise®



Overview

The Blackberry smartphone user name, email address, or mailbox ID is changed in Novell GroupWise, and it continues to show the mailbox ID information in BlackBerry Manager. If the mailbox ID changes, the BlackBerry smartphone user is no longer is able to send or receive email messages.



Resolution

To resolve this issue, complete the following steps:
1. Contact BlackBerry Technical Support to obtain the Novell GroupWise Update ID Tool. Review the associated documentation.
2. Stop each of 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
3. Backup the BlackBerry Configuration Database.
4. Run the Novell GroupWise Update ID Tool configured as required.
5. Start the BlackBerry Enterprise Server services.
6. Clear and Synchronize the GroupWise System Address Book. On the Server Configuration tab in BlackBerry Manager, expand 'Service Control and Customization.' Click 'Clear and Synchronize GroupWise System Address Book and wait for the process to complete. To monitor this process, open the Task Manager on the server and access the Process tab. Check Mark 'Show processes for all users' and watch for GWSystemAddressBookSync.exe.
7. In BlackBerry Manager, go to the Users tab. Go to View > Choose Columns, and add the Mailbox column. Verify that the correct UserIDs are displayed for each user.




Workaround


  1. Remove the BlackBerry smartphone user from the BlackBerry Enterprise Server. Note: To add or remove BlackBerry smartphone users from the BlackBerry Enterprise Server, see KB11638.
  2. Run Synchronize GroupWise System Address Book and re-add the new BlackBerry device user with a new name to the BlackBerry Enterprise Server. Note: For more information on Synchronize GroupWise System Address Book, see KB05182.
  3. Perform a wireless enterprise activation.
Note: To perform a wireless enterprise activation, refer to the BlackBerry Wireless Enterprise Activation Technical Overview white paper.
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