Service failed to start, generating error 5305

Doc ID : KB01018
Last Modified : 12-02-2008
Document Type : Support

Environment

  • BlackBerry® Enterprise Server software versions 2.0 to 4.1 for Microsoft® Exchange
  • BlackBerry® Professional Software
Overview

You receive the following error message in the Application log and/or Messaging Agent log (MAGT) when starting the service account (BlackBerry Enterprise Server or BlackBerry Professional Software):

Service failed to start, generating error 5305.

As a result, the BlackBerryAgent.exe process will fail to load and BlackBerry smartphone users assigned to the affected BlackBerry Messaging Agent(s) will appear in a Not Started state.

Cause


You may receive the error for any of the following reasons:
  1. The Information Store was not started.
  2. The Messaging Application Programming Interface (MAPI) profile was created with a profile wizard.
  3. The organization's security settings are configured to prompt for a password.
  4. The service account for BlackBerry Enterprise Server or BlackBerry Professional Software has been deleted.
  5. The location of the administration mailbox has not been updated.
  6. Microsoft® Outlook® is installed on the same computer as the BlackBerry Enterprise Server or BlackBerry Professional Software.
  7. The Server Routing Protocol (SRP) identifier was not listed in System Info.
  8. The service account for BlackBerry Enterprise Server or BlackBerry Professional Software is not configured correctly.
  9. The operating systems are different on the computer hosting the Microsoft Exchange Server and the computer hosting the BlackBerry Enterprise Server or BlackBerry Professional Software.
  10. The service account for BlackBerry Enterprise Server or BlackBerry Professional Software failed to find its own mailbox in the Global Address List.
  11. The current service account for BlackBerry Enterprise Server or BlackBerry Professional Software is corrupt and cannot correctly access BlackBerry smartphone user's mailboxes.
  12. The Microsoft Exchange 2007 Server has been installed using native mode.
  13. The BlackBerry Enterprise Server services are not set to log on as the service account.
Resolution

Complete the appropriate resolution for the cause.

Cause 1

The Information Store was not started on the Microsoft® Exchange Server where the BlackBerry® Enterprise Server administration mailbox resides.

Resolution

In Services, start Information Store.

Cause 2


A MAPI profile created with a profile wizard can cause the following issues that result in a 5305 error when trying to start the BlackBerry Enterprise Server service:
  • The profile wizard can return more than one mailbox
  • It is possible to type the name of a Microsoft Exchange Server that does not store the mailbox
  • The MAPI profile can be configured to use a method of authentication other than NT Password Authentication, requiring a username, domain, and password
Resolution

Edit the MAPI profile for the BlackBerry Enterprise Server.

BlackBerry Enterprise Server software versions 2.0 to 3.6
  1. Go to Start > Programs > BlackBerry Enterprise Server > Edit BES MAPI Profile or Edit the MAPI Profile for > BlackBerry Server <servername>.
  2. Type the correct Microsoft Exchange Server and mailbox.
BlackBerry Enterprise Server software versions 4.0 and 4.1
  1. Go to Start > Programs > BlackBerry Enterprise Server > BlackBerry Server Configuration.
  2. Select the BlackBerry Server tab.
  3. Click Edit MAPI Profile and type the correct Microsoft Exchange Server and mailbox.
BlackBerry Professional Software
  1. Go to Start > Programs > BlackBerry Professional Software > BlackBerry Server Configuration.
  2. Select the BlackBerry Server tab.
  3. Click Edit MAPI Profile and type the correct Microsoft Exchange Server and mailbox.
Cause 3

The security settings in the MAPI properties are configured to prompt for a password and Distributed Password Authentication is used.

Resolution

Change the MAPI authentication method to Windows NT® Password Authentication.

Go to Control Panel > Mail > Show Profiles > Properties > Microsoft Exchange Server Properties > Advanced. The Logon network security drop-down list should read NT Password Authentication.

To view and edit the MAPI profile, complete the following for your version of BlackBerry Enterprise Server.
BlackBerry Enterprise Server software versions 2.0 to 3.6
Go to Start > Programs > BlackBerry Enterprise Server > Edit BES MAPI Profile or Edit the MAPI Profile for > BlackBerry Server <servername>.
BlackBerry Enterprise Server software versions 4.0 and 4.1
  1. Go to Start > Programs > BlackBerry Enterprise Server > BlackBerry Server Configuration.
  2. Select the BlackBerry Server tab.
  3. Click Edit MAPI Profile.
BlackBerry Professional Software
  1. Go to Start > Programs > BlackBerry Professional Software > BlackBerry Server Configuration.
  2. Select the BlackBerry Server tab.
  3. Click Edit MAPI Profile.
Cause 4

The service account for BlackBerry Enterprise Server or BlackBerry Professional Software has been deleted.

Resolution

Re-create or restore the service account from a backup file. For more information on creating a service account, see KB04293.

Cause 5

The mailbox of the service account for BlackBerry Enterprise Server or BlackBerry Professional Software has been migrated to a new server and its location has not been updated through directory replication.

Resolution

For BlackBerry Enterprise Server software versions 4.0 and 4.1, and BlackBerry Professional Software, run the HandheldCleanup.exe utility using the -u switch. For more information, see KB00140.

Cause 6

Microsoft Outlook is installed on the same computer as BlackBerry Enterprise Server software version 2.1 or 3.5, or BlackBerry Professional Software.

Resolution

Uninstall Microsoft Outlook and install or re-apply Microsoft Exchange Administrator 5.5 Service Pack 4 or the Microsoft Exchange System Management Tools for Microsoft Exchange 2000 or 2003.

Note: Microsoft Outlook is required on the computer only if BlackBerry Enterprise Server software version 1.6 or 2.0 is installed.

Cause 7

The SRP Identifier was not listed in Exchange 5.5 Administrator > Configuration > BlackBerry Servers > System Info.

Resolution

Uninstall and then re-install the BlackBerry Enterprise Server software using configuration information that is identical to the original installation.

Warning: Do not click the Remove Server button in BlackBerry Servers. Removing the server eliminates any possibility of restoring existing user accounts being serviced by the BlackBerry Enterprise Server.

Cause 8


The service account for BlackBerry Enterprise Server or BlackBerry Professional Software is not configured correctly in a Microsoft Exchange 2000 or 2003 environment due to one of the following reasons:
  • Permissions and Group Membership for the service account are incorrect or missing
  • The MAPI profile for the service account is incorrect or the profile is not specified
Resolution

Warning: The following procedure involves modifying the computer registry. This can cause substantial damage to the Windows operating system. Document and back up the existing registry entries prior to implementing any changes.


To configure the service account, complete the following steps:
  1. Grant the BlackBerry Enterprise Server service account all required permissions and group memberships while avoiding possible conflicts with existing Group Policies. See the BlackBerry Enterprise Server Installation and Getting Started Guide or BlackBerry Professional Software Getting Started Guide for instructions.
  2. Type the correct MAPI Profile in the registry found under: HKEY_CURRENT_USER/Software/Research in Motion/BlackBerry/Server. Note: When using BlackBerry Enterprise Server software version 3.5, type the correct value for the MAPIProfile entry found under: HKEY_CURRENT_USER/Software/Research in Motion/BlackBerry Enterprise Server/Servers/<server name>.
  3. Uninstall Microsoft Outlook and re-apply the service pack for the Microsoft Exchange 2000 or 2003 System Manager. The service pack level should be the same as the Microsoft Exchange Server. This will install a supported version of the MAPI32.dll file allowing you to create a MAPI profile.
Cause 9

Microsoft Exchange Server has been upgraded to Windows Server 2003 with Microsoft Exchange 2003. The BlackBerry Enterprise Server or BlackBerry Professional Software is installed on a computer that is running Windows Server 2000 and Microsoft Exchange 2000 System Manager.

Resolution

Install Microsoft Exchange 2003 System Manager on the server hosting the BlackBerry Enterprise Server or BlackBerry Professional Software to upgrade the MAPI subsystem.

Warning: The following procedure involves modifying the computer registry. This can cause substantial damage to the Windows operating system. Document and back up the registry entries prior to implementing any changes.




To upgrade the MAPI subsystem, complete the following steps:
  1. Remove and recreate the MAPI profiles from the registry in the following location: HKEY_CURRENT_USER\Software\Microsoft\Windows NT\CurrentVersion\WindowsMessagingSubsystem\Profil es
  2. Re-create the MAPI profiles


For BlackBerry Enterprise Server software versions 2.0 to 3.6
  1. Go to Start > Programs > BlackBerry Enterprise Server > Edit BES MAPI Profile or Edit the MAPI Profile for > BlackBerry Server <servername>.
  2. Type the correct Microsoft Exchange Server and mailbox.
For BlackBerry Enterprise Server software versions 4.0 and 4.1
  1. Go to Start > Programs > BlackBerry Enterprise Server > BlackBerry Server Configuration.
  2. Select the BlackBerry Server tab.
  3. Click Edit MAPI Profile and type the correct Microsoft Exchange Server and mailbox.
For BlackBerry Professional Software
  1. Go to Start > Programs > BlackBerry Professional Software > BlackBerry Server Configuration.
  2. Select the BlackBerry Server tab.
  3. Click Edit MAPI Profile and type the correct Microsoft Exchange Server and mailbox.
Cause 10

The service account for BlackBerry Enterprise Server or BlackBerry Professional Software does not have access to the Global Address List or the service account is not visible in the Global Address List.

This is typical in hosted environments where the Global Address List needs to be isolated to separate organizations that buy the hosted services.

Resolution

  1. Make the service account visible in the Global Address List.
  2. Grant the service account unrestricted access to the Global Address List so it can resolve its own mailbox location and those of all BlackBerry smartphone users regardless of which company they are from.
Cause 11

The current service account for BlackBerry Enterprise Server or BlackBerry Professional Software is corrupt and cannot correctly access mailboxes for BlackBerry smartphone users.

Resolution

If you are running BlackBerry Enterprise Server software version 4.0 or 4.1, or BlackBerry Professional Software, see KB04293 for instructions.

If you are running BlackBerry Enterprise Server software version 3.6, see KB04334 for instructions.

Cause 12

The Microsoft Exchange 2007 Server has been installed using native mode.

Resolution

Create a public folder and an offline address book in the Microsoft Exchange Server. For more information, see KB13128.

Cause 13

The BlackBerry Enterprise Server services are not set to log on as the service account.

Resolution

For more information on configuring the service account, see KB04293.