ScanForChangedRecords failed because mail file could not be opened

[BESadmin]

ScanForChangedRecords failed because mail file could not be opened

Doc ID : KB10150
Last Modified : 2007-08-14
Document Type : Support

Environment

• BlackBerry® Enterprise Server
• IBM® Lotus® Domino®

Problem

The BlackBerry device user is not receiving messages on the BlackBerry device.

The following errors are logged in the BlackBerry Enterprise Server debug log:

06/19/2007 03:42:19 PM {User A/ORG} Unable to open CN=mail-01/O=ORG !!mail\user-a.nsf due to back off until 06/19/2007 03:43:27 PM
06/19/2007 03:42:19 PM {User A/ORG} ScanForChangedRecords failed because mail file could not be opened

Cause

1. The BlackBerry Enterprise Server does not have access to the BlackBerry device user's mail file.
2. The IBM Lotus Domino mail server that hosts the BlackBerry device user's mail database is offline.
3. You have moved a Domino Web Access (iNotes™) user to a new IBM Lotus Domino mail server. The user is able to send and receive email messages, however, you are still seeing the error in the IBM Lotus Domino console.

Resolution

Complete the appropriate resolution.

Cause 1

The BlackBerry Enterprise Server does not have access to the BlackBerry device user's mail file.

Resolution


Complete the following steps on the BlackBerry Enterprise Server where the issue occurs:

1. Click Start > Run.
2. Type nlnotes in the Open field and click OK.
3. Click File > Database > Open, and then navigate to the mail file.
4. Make sure the BlackBerry Enterprise Server has Manager access with delete rights to BlackBerry device user's mail file.

Cause 2

The IBM Lotus Domino mail server that hosts the BlackBerry device user's mail database is offline.

Resolution

Verify that the affected IBM Lotus Domino mail server is online and the BlackBerry Enterprise Server can access it.

1. In the IBM Lotus Domino console on which the BlackBerry Enterprise Server is installed, type trace <Mail Server>.
2. Ensure that the connection can be established.

Cause 3

You have moved a Domino Web Access (iNotes) user to a new IBM Lotus Domino mail server. The user is able to send and receive email messages, however, you are still seeing the error in the Domino console. This occurs because the "Location - Server" field under the BlackBerry device user's "PIM Sync" setting for Address Book or Memos still contains the old mail server name.

Resolution


Correct the value for the "Location - Server" field under the BlackBerry device user's "PIM Sync" setting for Address Book or Memos.

1. Go to the User properties in the BlackBerry Manager.
2. Click PIM Sync properties.
3. Scroll to Memos or Address Book.
4. Update the new server name for the Location - Server field.

[taruna265]

How to navigate to the mail file...? and what must be checked ?

How to know the BlackBerry Enterprise Server has Manager access with delete rights to BlackBerry device user's mail file...?

[GaryCutri]

Originally Posted by taruna265

How to navigate to the mail file...? and what must be checked ?

How to know the BlackBerry Enterprise Server has Manager access with delete rights to BlackBerry device user's mail file...?

I have updated the post above to include more detail for you.

[pfaf]

Dear all,



We have Version 4.1.4.15 of the Blackberry Manager, and are encountering the following event log application errors

09/04/2008 03:59:55 PM {A USER/CERT} DBStore::GetDB failed because unable to open CN=server/O=CERT!!mail\auser.nsf (The server is not responding. The server may be down or you may be experiencing network problems. Contact your system administrator if this problem persists. 0x0807)
09/04/2008 03:59:55 PM {A USER/CERT} ScanForChangedRecords failed because mail file could not be opened

We have Lotus Domino Server Version 7.0.3, and the Blackberry devices are able to receive and send messages normally.

According to Doc ID: KB10150 "Cause 2",



ScanForChangedRecords failed because mail file could not be opened



we have tested the connection between the BES Server and our Domino Mai Server with trace <mail server>
command successfully.



We tried to test the Resolution steps for "Cause 1", but the Notes Client could not open any database. Our Lotus Notes
consultant advises us that this is an inappropriate way to test the above. Instead, we tried to replicate a mail file to the BES Server from the Lotus Domino Mail Server, with success. So it is not a matter of access
control lists on the mail databases, nor the parameters on the configuration documents of the two servers.



"Cause 3" was not applicable to us, and the fields stated on the resolution section, were correctly set.

Does anybody know anything about this error?



Moreover we have seen that the Lotus server where the BES is installed has many open sessions on our Lotus Mail Server. For example, when we give the command "show users" on the console window of the Lotus Domino Mail Server we can see the name of the ServerBES/CERT many-many times.



Is this normal, or not?



I will be happy to provide you with more information in order to resolve the above error.



Thanks in advance for any answer on the above,



Fafakos Panayiotis

P.S. The same exact question is also posted at Re: Error messages on the Lotus BES Server - DBStore::GetDB failed & ScanForChangedRecords - BlackBerry® Enterprise Solution - BlackBerry Support Community Forums

[BESadmin]

Hi Fafakos,

It is very important that the BES has manager access with delete rights to the user's mail file. Also I would consider applying SP6 as I have seen a few servers upgraded to SP5 having similar issues to what you are experiencing. If you could please check the BlackBerry and Windows log files and post back any additional finding it will assist in resolving this issue. Also if you have any indication on when this issue began it may help in finding the cause. Please confirm that from the BES you are able to run a trace back to your Domino server containing the mail files.

[pfaf]

Dear all,

It has been over two weeks that we do not have this message any more.

It seems that the problem has been fixed. We think it was solved when we added the record <lotusBESservername.domain.local> into the DNS server of our active directory, an entry that was surprisingly missing. <lotusBESservername> is the lotus domino name, not the machine name, that lotus BES server is installed on.

We had to restart the Lotus Domino Server running the BES software to see that the problem has been fixed. This is why we did not notice on the first day we added the DNS record. We thought that the DNS resolution would not need the server to be restarted but we guessed wrong.

This problem disappeared before the upgrade to the latest BES version.

Many thanks to everyone that posted to this thread and the one at
BlackBerry Support Community Forums - Re: Error messages on the Lotus BES Server - DBStore::GetDB failed & ScanForChangedRecords - BlackBerry® Enterprise Solution - BlackBerry Support Community Forums

Panayiotis Fafakos.
Wisdom Software's Main Web Page

[GaryCutri]

Thanks for your feedback and it's great to hear you have resolved the issue.