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).