Enterprise activation stops responding at 11%, 12%, or 96%

[BESadmin]

Enterprise activation stops responding at 11%, 12%, or 96%

Doc ID : KB11639
Last Modified : 2007-10-01
Document Type : Support

Environment

• BlackBerry® Enterprise Server software version 4.0 and later for Microsoft® Exchange
• SDR114761
• SDR115569

Problem

The enterprise activation process stops responding at 11%, 12%, or 96%. The following entries appear in the MAGT logs:


Note: This issue may also apply to the synchronization of tasks, memos or contacts over the wireless network.

[20528] (09/29 10:23:29):{0x56C} {user@domain.com} ConstructPIMFolder - Failed to open the contact folder for user (0x8004010f)

[40800] (09/29 10:26:26):{0x258C} {user@domain.com} Starting Address Book rescan

[40879] (09/29 10:26:26):{0x258C} {user@domain.com} No folders exist, rescan complete (type=1)

OR

[20530] (09/29 10:23:29):{0x56C} {user@domain.com} ConstructPIMFolder - Failed to open the memo folder for user (0x8004010f)

[40856] (09/29 10:26:26):{0x56C} {user@domain.com} Starting Memos rescan

[40879] (09/29 10:26:26):{0x56C} {user@domain.com} No folders exist, rescan complete (type=3)

Cause


The following values do not match when viewing with a Messaging Application Programming Interface (MAPI) Editor such as MFCMapi at the Root Container:

PR_IPM_CONTACT_FOLDER_ ENTRYID

OR

PR_IPM_NOTE_FOLDER_ ENTRYID

These values do not match their corresponding PR_ENTRYID at the Top of Information Store level.

Troubleshooting

The following procedure will help to determine if the problem is a result of non-matching PR_ENTRYID values.

See article 291794 on the Microsoft Support Knowledge Base for more information on MFCMAPI including how to obtain it.

1. Open the MAPI Editor (MFCMAPI) on the BlackBerry smartphone user's computer.
2. Click Session and select Logon and Display Store Table.
3. If there are multiple profiles, select the BlackBerry smartphone user's mailbox from the list and click OK. If there is only one MAPI profile, go to step 5.
4. Double click Mailbox > Name.
5. Select Root Container and locate the PR_IPM_CONTACT_FOLDER_ ENTRYID or PR_IPM_NOTE_ENTRYID property.
6. Double-click PR_IPM_CONTACT_FOLDER_ ENTRYID or PR_IPM_NOTE_ENTRYID and note the binary value.
7. Expand Root Container.
8. Expand Top of Information Store.
9. Select Contacts or Notes and locate the PR_ENTRYID (alternatively referred to as PR_ENTRYID, PR_MEMBER_ENTRYID).
10. Double-click the PR_ENTRYID and note the binary value.

Compare the binary values found in steps 6 and 10. If these values are not the same, the BlackBerry Enterprise Server will be unable to synchronize the Contacts, MemoPad, or Tasks because the value at the Root Container is used to locate the entry in the Information Store.

Resolution

To resolve this problem, contact Microsoft Customer Support.