Missing MAGT log file

[darkdreamer]

Hi Everyone,

I have setup a new Blackberry Professional Server, and am attempting to activate several users on the network (all whom we are assured are running on BES plans with their provider), yet all time and fail the Enterprise Activation. When going through the troubleshooting tests, i have checked the SRP link which returns fine, but i have found there is no MAGT log file. Obviously this in itself is an issue, my question is, is there a way to create this log file without a reinstall? All the Blackberry services are running normally.

Thanks!

[supabrudda]

If you run Blackberry Server Configuration
(start->programs files->Blackberry.....)

There's a Logging tab, under there setup Blackberry Mailbox Agent logs


I'm assuming you can't physically get hold of a device & plug it into the BES server & try the activate it this way?

also when they try enterprise activating, do they get an ETP email in their inbox?
(if this never arrives, then they don't have a BES plan)

What are the users getting on their devices (server timeout?)

[GaryCutri]

Hi,

If you go to the Start > Programs > BlackBerry Enterprise Server > Blackberry Server Configuration and then the logging tab look at the path listed at the top. Once you go to this folder you will find the required logs.

Thanks,

Gary

[darkdreamer]

Thanks for the help so far guys, the log files are pointing to the default location, and i can see all the other log files there, just not the MAGT file (which obviosuly would allow me to see connection statistics for users). I've checked the settings for the Blackberry Mailbox Agent in Server Configuration and it was set to yes (as are all the rest of the logs), i changed the log level to 1 from 4 in the hope that would kick start some kind of response, but so far no.

You are correct Supabrudda, currently i am doing this remotely so cannot get a blackberry physically connected.

As for the ETP, would i see it if i monitor a mailbox through Web Exchange? And when is it generated, at the time i generate the activation code, or when the user first attempts the Enterprise Activation?

Thanks Again

[supabrudda]

Here's how I troubleshoot

1) Do they have a Blackberry plan?
- Does the users (on Bold) have the Blackberry Dots up the top near signal strength?
If no - there's no active Blackberry plan on the device - see your carrier.

2) User tries to activate device (enterprise activation)

goto Options->advanced options->enterprise activation
enter email address & activation password
- Does it attempt to activate or time out?
timeout
- No ETP email in their inbox? (make sure there's no rules in place that could move it, or it's caught in the spam filter)
- Users activation password still set (BES - right-click on user & select Set Activation Password. is it blank?)

If the activation password is still there & the activation email wasn't received, then they've either mistyped their email address, they've got a BIS plan, or the email is getting blocked.

The next test is, get them to do an enterprise activation to say your hotmail/gmail account (make up a activation password) and see if you get an email from etp@etp3003.etp.ap.blackberry.net if you don't, then they have a BIS plan (or no plan at all). But if you do get one, then try another activation to a non-blackberry work email address. If it doesn't make it then it means that your spam filter has caught it or RIM is having issues connecting to your SMTP mail server.


As for your MAGT logs, I suspect that because there's nothing to write to them (since no users have been activated) that they haven't been created. (just a guess).


Try the above & let us know how you get on.

[darkdreamer]

Thanks again supabrudda. This is what i have worked out since last we spoke:

* The accounts definitely are BES activated (GPRS in upper right hand corner and i have spoken to the carrier support).
* When the user tries to activate, the ETP email arrives in their inbox and stays, it doesn't get picked up by the server.
* Still no MAGT log files
* The windows event log is logging constant warnings to Blackberry Controller (IDs 20000) every 4 - 20 seconds. The error ends with "Could not connect to service control manager"
* All the Blackberry services are started and functioning normally
* My MAPI profile works fine

Any other ideas?

Thanks again

[supabrudda]

Sounds like the BES a/c doesn't have full access (read/write/send as/etc rights to the mailbox).

have you had a squiz at this?
KB04646 - BlackBerry Controller cannot start Agents for Exchange or GroupWise - Port3101.org : Your BES Connection

View Document

Uppercase EDGE means it's on 2G - are they Bolds?

[darkdreamer]

Yeah that's what i am reading everywhere i search, yet i've gone through the permissions over and over, have elevated the besadmin account to Domain Admin to see if that worked temporarily, still no luck.

Also came across the docs you provided, option 1 is fine (it's running on a DC so without the Server service running i'd be having quite a few more headaches ), option 2 was a possible as IPv6 was installed, although it wasn't enabled. It's been uninstalled now JIC without luck. No recent patches were installed, although again i checked besadmin permissions - specifically local admin access - all good. And the required services are all running normally (NTLM, RPC, TCPIP NBH).

I've verified CDO.dll and MAPI.dll, tested SRP links, shouted at it, abused it, used reverse psychology etc and now i am stumped

Not too sure what the handhelds are to be honest, although even if the somehow the phones were still on BIS plans, that shouldn't affect the retrieval of the ETP file from the mailbox? That's my thinking anyways...

Thanks for all your help so far btw.

[GaryCutri]

If you log onto the BES and via the command prompt navigate to \Program Files\Research In Motion\BlackBerry Enterprise Server\Utility run IEMSTest.exe. Once the application starts select the BlackBerryServer profile > Select a user > View the results of the permission test > Repeat this process but select the BlackBerryManager profile. If you could please post back the results.

[darkdreamer]

Hi GaryCutri,
I tried 3 accounts, 2 of them returned:
Mailbox opened successfully
Root folder opened successfully
Folder created successfully
test Folder deleted successfully
Test completed successfully.

The last test returned:
No address returned

Does that help?

BTW that was with the BlackBerryManager profile, which defaulted to Besadmin.