BES problem for random users

[nix1016]

A really weird problem has occurred after our exchange server failed on one of our sites and we had to move mailbox stores onto a different exchange server. Now, all except 2 of our BB users from that site can't send/receive emails on their BBs. Under Blackberry manager, when I click on their profiles it shows "Unable to access the mailbox for this user". If I try to delete user and recreate them, I'd get the error "Failed to add user xxxxx to the BlackBerry Server. Unable to open mailbox for user. The user's mailbox may have been deleted".

I've done some research and have tried Handheldcleanup -u and also running IEMStest on these users show tests complete succesfully. BESADMIN permissions are also set correctly... is there anything else that I'm missing which is causing this problem?

Under logs - i see things like:
[30000] (09/11 00:20:31):{0x26F4} Queuing alarm: BlackBerry Messaging Agent SERVER1 Agent 1 (Application Event Log on SERVER1): 09/11/2008 00:20:26 (AFFF4EB8) -> OpenDatabase() failed for XXXXX
[30000] (09/11 00:20:31):{0x26F4} Queuing alarm: BlackBerry Messaging Agent SERVER1 Agent 1 (Application Event Log on SERVER1): 09/11/2008 00:20:26 (AFFF4EBA) -> User XXXXX not started

After rebuilding a new exchange server, I tried moving one user onto the new exchange server and still get the exact same error...

The weird thing is this is not happening to everyone - 2 of the BBs from that site and also the rest of our offices are not effected at all.

[GaryCutri]

Hi,

Prior to moving users to another Exchange Server you should always ensure you have set the required permissions for the BlackBerry Service Account (e.g. BESadmin). As an example the service account should be an "Exchange View Only Administrator" with Administer Mailbox Store, Receive As, Send As" permissions added at the server level. It is also worth checking that the permissions are delegated down to the mail store level. If all these settings are in place and it still fails it can be caused by the BlackBerry Account being corrupt. In this event you will have to create a new service account by following these instructions:

Switch BlackBerry Enterprise Server administration accounts

Thanks,

Gary

[nix1016]

Thanks for your reply. Yeah i checked all the permissions and it was fine. I ended up calling vodafone's BES support and we managed to fix it using dbclean which deleted 'blackberryhandheldinfo' and afterwards we could recreate the users on BES and reactivate them. Now it's all good except for 1 user who can send but not receive for some reason...

[GaryCutri]

Originally Posted by nix1016

Thanks for your reply. Yeah i checked all the permissions and it was fine. I ended up calling vodafone's BES support and we managed to fix it using dbclean which deleted 'blackberryhandheldinfo' and afterwards we could recreate the users on BES and reactivate them. Now it's all good except for 1 user who can send but not receive for some reason...

Thanks for the update.