[JHyde]

Hi all,

I'm having some difficulty with my BES server and I was wondering if someone could shed some light.

I'm running BES 3.6.3.8, and I'm having trouble with one user.

I had run out of space on my Exchange server drive due to excessive log file creation. I fixed that problem to find one user broken on the BES server.

She mentioned that her blackberry was no longer syncing. When I went to check her User stats via the management console I recieved the error "Failed to access the mailbox for this user." Any other attempts to remove her result in the same message.

All other users on the server can be worked with normally. Moves, Removes, etc. have all been tested.

Please post any thoughts that you have regarding this problem. I have tried to work with Verizon but have gotten no where.

Thanks in advance.

[NJBlackBerry]

Does the BES service account have read/write permissions for that user's mailbox (indeed - their Exchange server)?

[JHyde]

Yes, the BESAdmin does have access.

I forgot to say that the user was working fine for about a month before the Exchange server filled up.

[FlemmingRiis]

have you tried to delete the user via the resource kit ?

/disclaimer : dont know if the resource kit have BESUserAdmin in the 3.6 version since i never seen a 3.6 server

[JHyde]

No, that I have not tried. I will research the RIM site for the kit that you've mentioned.

[greywolfe]

Run handheldcleanup about three or four times on the BES, then dbclean on the users desktop. Should be able to remove/readd user then. Reboot the BES if you haven't done so.

[JHyde]

Ok, noob question regarding handheldcleanup and its switches.

When running handheldcleanup I assume that I'll be using the -u switch, but when I run it asks which BESUser?

I have tried putting in the name of the user as their exchange name goes and attempted the profile name, but it has spaces. I also tried using single quotes.

:blush: Sorry again for the newbie question, the -? doesn't really specify which user to use.

Thanks for all the input!

[greywolfe]

tried the besadmin user?

[BBAdmin]

You might want to have a go at running the IEMSTest.exe. This is a tool which will test the permissions on the BES. Change the directory in the DOS prompt to browse to the Utility directory c:\program files\ research in motion\ blackberry enterprise server\ utility and then type IEMSTest.exe A profile box will then pop up and you should select the correct BES MAPI profile. The GAL will then pop up where you can select any user, click OK and the BES will then try to contact that mailbox, displaying any errors if it cannot locate it. This should help you troubleshoot. Good luck!!!

[JHyde]

Grey; I tried the BESAdmin user to get "User not found"

BB, I ran the IEMSTest.exe utility and selected everything as prompted, the Profile BES uses, then the Active Directory object that is the user. Everything checked out. That util can talk to the mailbox, but in the BES Admin management tool it still says it's "Unable to access the mailbox for this user."

I've been on the phone with Verizon since 11:00 this morning, so I'm going through the motions with them now. To no avail really. If I do figure this out with them I will post what happened as a follow up in case it happens to one of you at one point.

Also, do you think an upgrade to 4.0 would solve this? I feel that the problem would just migrate to the new version...

[JHyde]

Hey everyone.

So, after doing every step that everyone gave, and after six and a half hours on the phone with a million people the problem is now resolved.

DBUtility is available from Blackberry's support team and is installed on the user's computer. It should almost never be used, so that's why they only send it after a support call deems it necessary.

So that's the answer, use DBUtility to clear out the links between user, BES and exchange. That is of course after you run everything that you all suggested first.

What a long day... Too bad I have another four hours to go on my shift.

Thank you all very much for your help. I will be frequenting these forums on my daily romp through tech links...