Details

Category: BlackBerry Tips

Created: 21 January 2010

[30000] (03/10 10:50:43.387):{0x144C} {<user>/<OU>/<O>} GetUserInfo: User <username>/<OU>/<O> 
is not found on CN=<mail server>/O=<O>. Trying to find it by name...
[20055] (03/10 10:50:43.606):{0x144C} Call to NIFFindByName failed (Entry not found in index 0x0404)

The Application Event Viewer will show: Event ID (10394)

This is caused when the BlackBerry smartphone user associated with the error is not located in the Lotus Domino directory on the BlackBerry Enterprise Server, or may be in a diffrent domain.

Check the Lotus Domino directory to see if the BlackBerry smartphone user has been removed.  Check the BlackBerry smartphone user profiles database.

Details

Category: BlackBerry Tips

Created: 12 June 2009

BlackBerry smartphone users are unable to receive email, but are able to send email from an address associated with a BlackBerry Enterprise Server.

Checking the firewall settings on the BlackBerry smartphone indicates that there are incorrect encryption keys listed in the firewall.

To Check the firewall for an incorrect encryption key perform the following steps:

1. On the BlackBerry smartphone, open Options and select Security Options.
   
   
2. Within Security Options select Firewall.
   
   
3. Scroll to the bottom of Firewall , the incorrect encryption key entry will be listed here.
   
   

To resolve this issue perform the following steps:

1. Remove the user from the BlackBerry Manager on the BlackBerry Enterprise Server.
2. Add the BlackBerry smartphone user back to the BlackBerry Manager on the BlackBerry Enterprise Server.
3. Right-click on the BlackBerry smartphone users account from the BlackBerry Manager and set a new Enterprise Activation password.
4. On the BlackBerry smartphone open options and then select Advanced options.
5. Within Advanced options select Enterprise Activation and type in the end users email address as well as the new Enterprise Activation password.

Details

Category: BlackBerry Tips

Created: 09 June 2009

• Check provisioning of the BlackBerry smartphone with the wireless software provider.
  
  
• Check for any rules or filters that could prevent the ETP.DAT activation email message from reaching the user's Inbox.
  
  
• Anti-spam/Anti-virus programs, ETP.DAT message header/subject being changed
• The ETP message should be received in the users mail box unmodified - no change to subject or body.
  
  
• Confirm that the BlackBerry smartphone has good network coverage.
  

Perform the following steps to ensure the activation process restarts correctly:

1. Delete any activation emails (ETP.DAT attachment) from previous enterprise activation attempts from the user's Inbox and trash.
   
   
2. Perform a Security Wipe on the BlackBerry smartphone.
   
   
3. Verify the Access Control List (ACL) on the user's mailfile.
   
   
4. Remove the user account from the BlackBerry Enterprise Server and choose to delete the state database for the user when prompted.
   
   
5. Verify that the user no longer exists in the BlackBerry Users Profile Database.
   
   
6. Add the user account to the BlackBerry Enterprise Server and set the activation password.
   
   
7. Verify that the user is in the BlackBerry Users Profile Database and that the State database link was created successfully.
   
   
8. Perform the enterprise activation on the BlackBerry smartphone.
   

Details

Category: BlackBerry Tips

Created: 08 June 2009

To automatically add a disclaimer at the end of every email sent from the BlackBerry Enterprise Server version 4.1.x, complete the following steps:

1. Open BlackBerry Manager.
   
   
2. Click on your BlackBerry Enterprise Server listed in the Explorer View.
   
   
3. Click on the Server Configuration Tab.
   
   
4. Click Edit Properties.
   
   
5. Click Messaging Appended Disclaimer Text.
   
   
6. Click on the ... icon to the right of Appended Disclaimer Text.
   
   
7. Type the disclaimer into the dialog box.
   
   
8. Click OK.
   
   
9. Click Apply and then click OK.
   

Details

Category: BlackBerry Tips

Created: 07 June 2009

JVM Error 517

"JVM Error 517" might occur for a number of reasons, and indicates that an unrecoverable error has occurred on the BlackBerry smartphone during normal operation. Further diagnostics are required in order to provide a specific root cause.

To resolve this issue, contact your wireless service provider.

To assist with diagnosing the issue, provide as many of the following details as possible:

• What is the frequency of the issue?
• Is the issue easily reproducible or does it occur randomly? If the issue is reproducible, make note of the steps to take to reproduce the issue.
• Is there a specific application or function being used when the issue occurs?
• Have you recently upgraded the BlackBerry® Device Software or other applications?
• When was the last backup of the BlackBerry smartphone performed?

Note: To assist in capturing the error details, contact support while the error is still displayed on the BlackBerry smartphone.

If possible, do not reset the BlackBerry smartphone so that a full investigation on the issue can be performed.

Details

Category: BlackBerry Tips

Created: 06 June 2009

When starting the BlackBerry Enterprise Server for Lotus Domino setup program, the following error is displayed:

You must sign in using the same account you originally used to install the server

This is cause by a previous installation of the BlackBerry Enterprise Server that used a different administration account. The installation was not completed.

To resolve this issue, completely uninstall the BlackBerry Enterprise Server and start the setup program again.

 

Details

Category: BlackBerry Tips

Created: 05 June 2009

The BlackBerry state database was introduced in BlackBerry Enterprise Server version 2.0 SP2. The database is given a random number (for example, 12345678.nsf) and is located under the Lotus Domino Data directory, BES\State\ folder on the BlackBerry Enterprise Server.

A state database is created for each BlackBerry smartphone user, and it is a repository used by the BlackBerry Enterprise Server to store information about messages sent to and from the BlackBerry smartphone. The information stored in the database supports most functionalities, such as reply-with-text, message forwarding, message filing, and email reconciliation.

The status of filtered messages is also kept in this database to prevent re-processing of the messages. The initial database is just under 200 KB, and as documents are added to the BlackBerry state database, it grows by less than 100 bytes per document, although heavy mail users' databases may grow to be a few MB in size.

When a BlackBerry smartphone user is removed from the Blackberry Enterprise Server, this removes the link between the BlackBerry smartphone user’s BlackBerry profiles database document and the BlackBerry state database. This will orphan any messages that are currently on the BlackBerry smartphone, if the BlackBerry smartphone user is re-added to the Blackberry Enterprise Server. A warning is displayed that must be confirmed before the action is allowed.

The BlackBerry state database also enables mobile IBM Lotus Notes clients the ability to use the BlackBerry Desktop Manager for email reconciliation with a local replica (even while disconnected). This works if you have a local replica of both your mail file and your BlackBerry state database.

Details

Category: BlackBerry Tips

Created: 01 June 2009

A BlackBerry Enterprise Server administrator can change the password for a BlackBerry smartphone by sending an IT policy to the BlackBerry smartphone. 

When the BlackBerry smartphone user accepts the IT policy, the new password becomes effective.

To change the password of a BlackBerry smartphone from the BlackBerry Enterprise Server, perform the following:

1. Open the BlackBerry Enterprise Server Management console.
   
   
2. Right-click the BlackBerry smartphone user account that requires a password change.
   
   
3. Click IT Admin > Set Password and Lock.
   
   
4. In the Set Password and Lock window, type the new password into the New Password and New Password Again fields.
   
   
5. Click OK.
   
   Note: It takes approximately 30 minutes for the new IT policy to be sent to the BlackBerry smartphone.
   
   
6. When the BlackBerry smartphone receives the IT policy, the following message is displayed: New IT Policy Changed Over The Air. Would you like to accept?
   
   
7. Click OK. The BlackBerry smartphone user can now use the new password on the BlackBerry smartphone.

Note: For BlackBerry smartphones running BlackBerry Device Software 4.2 and earlier with Content Protection turned on, BlackBerry smartphone users will be prompted to type the current password before accepting a new password.  If BlackBerry smartphone users do not know the current password, BlackBerry smartphone users will not be able to accept the new password, and will not have access to data on the BlackBerry smartphone.  At this point, BlackBerry smartphone users can type the password incorrectly 10 times, which will erase all data, including the current password.