Unable to integrate an Outlook Web Access account

[BESadmin]

Unable to integrate an Outlook Web Access account

Doc ID : KB02858
Last Modified : 2007-04-20
Document Type : Support


Environment

• BlackBerry® Internet Service version 1.8 through 2.x
• BlackBerry device
• Microsoft® Outlook® Web Access

Note: To determine which version of BlackBerry Internet Service you are using, see KB04989.

Problem

You are unable to integrate a Microsoft Outlook Web Access account with your BlackBerry Internet Service account.

Cause

Summary of Causes

1. You are running an unsupported version of Microsoft Outlook Web Access.
2. The login information entered for your Microsoft Outlook Web Access account is incorrect.
3. Your Microsoft Outlook Web Access account uses a Secure Socket Layer (SSL) protocol.
4. You are using an incorrect mailbox name.
5. Your BlackBerry Internet Service account has not been assigned the correct protocol to receive email messages from your Microsoft Outlook Web Access account.
6. There are too many email messages in the mailbox.
7. The splash screen has changed.
8. The Microsoft Outlook Web Access account is hosted by a company that employs a custom front end.
9. An error occurred during email account validation.
10. The Microsoft Outlook email client is not saving a copy of email messages in the Microsoft Outlook Web Access account.
11. Microsoft Outlook Web Access is currently unavailable on the messaging and collaboration server.

Resolution

Refer to the appropriate resolutions to solve the issue.

Cause 1

You are running an unsupported version of Microsoft Outlook Web Access.
You may be running an unsupported version of Microsoft Outlook Web Access. BlackBerry Internet Service 1.8 only supports Microsoft Outlook Web Access integration for versions prior to OWA 2003.

Microsoft Outlook Web Access 2003 integration is supported with BlackBerry Internet Service 2.0 or later.

Resolution

If you are using Microsoft Outlook Web Access 2003, you can do one of the following:

• upgrade to BlackBerry Internet Service 2.0 or later
• contact your system administrator for more information about adding a forwarding rule to your account
• contact your system administrator for more information about downloading and installing BlackBerry Mail Connector

Cause 2

The login information entered for your Microsoft Outlook Web Access account is incorrect.

Resolution

Verify that you can log in to your Microsoft Outlook Web Access account on your organization's Microsoft Outlook Web Access web site. If you cannot, acquire the correct login information to integrate your Microsoft Outlook Web Access account with your BlackBerry Internet Service account.

Cause 3

Your Microsoft Outlook Web Access account uses an SSL protocol.

Resolution

Using the integration procedure documented in KB03133, verify that the URL in the Microsoft Outlook Web Access URL field includes an 's' at the end of http, as follows: https.

Cause 4

You are using an incorrect mailbox name.

Resolution

Confirm that you are using the correct mailbox name. To determine your mailbox name, log in to the Microsoft Outlook Web Access account and hover over the Inbox folder on the left top corner. On the task pane, you should see the mailbox name, as seen in the graphic below.



If the mailbox name is incorrect, correct it and use the correct mailbox name when integrating your Microsoft Outlook Web Access account with your BlackBerry Internet Service account. For more information on account integration and settings, see KB03133.

Cause 5

Your BlackBerry Internet Service account has not been assigned the correct protocol to receive messages from your Microsoft Outlook Web Access account.

Resolution

Contact your service provider to verify that the correct Microsoft Outlook Web Access account protocol has been assigned to your BlackBerry Internet Service account.

Cause 6

There are too many email messages in the Microsoft Outlook Web Access mailbox.

Resolution

Move some email messages to a subfolder. Make sure there are fewer than 1000 email messages in the Inbox.

Cause 7

The splash screen has changed.

The splash screen (the main login screen) has changed to an http:// web page.

Resolution

Revert to the default Microsoft splash screen.

Cause 8

If the Microsoft Outlook Web Access account is hosted by a company that employs a custom front end, there may be issues integrating with a BlackBerry Internet Service 2.x account. This is a result of the custom front end which affects the connections that the BlackBerry Internet Service makes to the custom front end over SSL.

Any Microsoft Exchange server running Outlook Web Access running a custom front end could run into the same issue.

Resolution

Use the advanced integration to specify the exact server information for the account. Use the information below to help fill out the required fields.
Email - user@usersdomain.com
Server/URL - http://exchange.1and1.com/exchange/
User name - exchange\e#########
Email account name - user@usersdomain.com
Password - <user's correct password>
Alternate integration methods would include the use of POP3 or IMAP4. Or to forward email messages to a hosted email address (for instance, user@carrier.blackberry.net).

Cause 9

The following error is received when integrating the email address:

An error occurred during e-mail account validation.

Please check your information and try again.

If the error persists please contact your System Administrator.

Resolution

Contact your system administrator and request the Internet Protocol (IP) address of the Microsoft Outlook Web Access server. Integrate the Outlook Web Access email account with the IP address instead of the URL address.

Cause 10

The Microsoft Outlook client is not saving a copy of messages in the Outlook Web Access account.

Resolution

Contact the system administrator of the Microsoft Exchange Server to ensure the Microsoft Outlook client is configured correctly.

Cause 11

Microsoft Outlook Web Access is currently unavailable on the messaging and collaboration server end, perhaps due to maintenance or upgrades.

Resolution

Wait until Microsoft Outlook Web Access is available. Alternately, use POP3 or IMAP4 as a possible integration type or forward email messages to a hosted email address (for instance, <user>@<carrier>.blackberry.net).

[apurvao]

I seem to be unable to configure my new Blackberry to access my Outlook Web Access account. I am guessing that's primarily because I am not supplying the right mailbox name. When I follow the procedure to find out the mailbox name, all I can see is https://email.company.com/OWA/#. How do I find out my mailbox name?

[GaryCutri]

Originally Posted by apurvao

I seem to be unable to configure my new Blackberry to access my Outlook Web Access account. I am guessing that's primarily because I am not supplying the right mailbox name. When I follow the procedure to find out the mailbox name, all I can see is https://email.company.com/OWA/#. How do I find out my mailbox name?

Hi,

Generally there are only two options for the mailbox name, these are the users logon name or full name. For example for me it could be gcutri or Gary Cutri (It's is commonly the first last name)

Thanks,

Gary

[bbborn]

Dear BlackBerryForum community. I`m using a BB Pearl8120 via BIS from my phone carrier O2 here in Germany. I`ve succesfully integrated my google-like account via IMAP here in Germany. I was trying to include my work email account also. I`m only able to connect to it via Outlook Web Access. I´ve typed in all the data into my BIS account. For the first 5-10 Minutes the BIS tells me that the O.W.A. account was succesfully integrated and it shows in my accounts-overview checked with a nice green hook. But after 10 Minutes or so the BIS sends me an email to my blackberry that I`d have to change my password in order to access my work-email-account. The problem is: I haven`t changed the password for this account in the meantime - so why would the BIS want me to change a password I`ve typed in correctly into the BIS. I`ve looked through my settings in the BIS and the OWA-Account several times and made sure that I put in the CORRECT password into the BIS system. Still no change. The nice green hook that showed next to my working email account changed into an nasty envelope symbol that is crossed out. I`d be glad if any of you could help me with this issue. Thanks very much - regards - Robin from Germany

[GaryCutri]

Originally Posted by bbborn

Dear BlackBerryForum community. I`m using a BB Pearl8120 via BIS from my phone carrier O2 here in Germany. I`ve succesfully integrated my google-like account via IMAP here in Germany. I was trying to include my work email account also. I`m only able to connect to it via Outlook Web Access. I´ve typed in all the data into my BIS account. For the first 5-10 Minutes the BIS tells me that the O.W.A. account was succesfully integrated and it shows in my accounts-overview checked with a nice green hook. But after 10 Minutes or so the BIS sends me an email to my blackberry that I`d have to change my password in order to access my work-email-account. The problem is: I haven`t changed the password for this account in the meantime - so why would the BIS want me to change a password I`ve typed in correctly into the BIS. I`ve looked through my settings in the BIS and the OWA-Account several times and made sure that I put in the CORRECT password into the BIS system. Still no change. The nice green hook that showed next to my working email account changed into an nasty envelope symbol that is crossed out. I`d be glad if any of you could help me with this issue. Thanks very much - regards - Robin from Germany

Hi,

If this is happening it means the Exchange server running OWA is either not responding in time or is rejecting the authentication. You will need to check this with your I.T team as they may have a security system in place that is rejecting the connection attempts (e.g. Microsoft ISA server).

Thanks,

Gary

[rennyjacob]

Even I was facing the same problem that after working the OWA perfectly for 1 hr, there appears an yellow mail symbol with a red cross on top of it, saying to validate the account. Of some setting changes on server the mailbox name got changed evrytime. With your help I managed to findout the correct mailbox name from internet explorer OWA and re-validated the account and sorted out the issue. Suprisingly MS exchange was showing a different mailbox name!!

Thank you.

Renny Jacob

[rennyjacob]

Originally Posted by apurvao

I seem to be unable to configure my new Blackberry to access my Outlook Web Access account. I am guessing that's primarily because I am not supplying the right mailbox name. When I follow the procedure to find out the mailbox name, all I can see is https://email.company.com/OWA/#. How do I find out my mailbox name?

To find out the mailbox name,
open explorer, type in your outlook webaccess address and then username & password. Once you get the mail box displayed, point your mouse to any of the folder. Now check the status bar of explorer (just above the start button of windows), you can see something like this https://yourdomain.com/exchange/david.f/#. Here david.f is the mail box name.

Hope this will help you.
Renny

[rennyjacob]

Originally Posted by GaryCutri

Hi,

Generally there are only two options for the mailbox name, these are the users logon name or full name. For example for me it could be gcutri or Gary Cutri (It's is commonly the first last name)

Thanks,

Gary

In my case, the mail box name was not the login name, full name, but the first portion of email_id. (eg, email alfa.b@domain.com, mailboxname = alfa.b)

Renny