General

• BlackBerry Technical Solution Center (Search KB)
• BlackBerry Support
• BlackBerry Enterprise Server Support (Documentation, etc.)
• BlackBerry Universe
  Training > BlackBerry Technical Support Training

• BES’s Software Download
• BES Resource Kit
• BES Trial Download
• Device Software Download
  • PCCW Mobile handheld
  • Hong Kong CSL
  • SmarTone-Vodafone
  • 3 HK (Hutchison)
  • China Mobile Peoples handheld
• BlackBerry Slider 9800?
• Compare BES 4.1.6 and 5.0.1 Features

Competing Products

• McAfee EMM

Support Forums

• RIM’s BlackBerry Support Forums
• BlackBerryForums.com

Compatibility Matrix

• BlackBerry Enterprise Server (BES) Compatibility Matrix
• BlackBerry Professional Software (BPS) Compatibility Matrix
• Software Support Life Cycle

Documentation

• Product Documentation
  • Manuals for users
    • Bold 9700
    • Bold 9000
    • Curve 8300 series
    • 8700 series
    • BlackBerry Desktop Software
    • BlackBerry Device Software (User Guide)
      • Device Software 5.0
      • Device Software 4.5
    • Port3101: Identify what your BlackBerry smartphone model number means
    • BlackBerry Internet Service
    • BlackBerry Media Sync
    • Security (PGP, S/MIME, SmartCard Reader)
    • Compare BlackBerry Smartphones
    • List of phones with GPS capabilities
  • Manuals and Guides for Administrators
    • BES for Exchange 5.0.3
    • BES for Exchange 5.0.2
    • BES for Exchange 5.0.1
    • BES for Domino 5.0.3
    • BES for Domino 5.0.2
    • BES for Domino 5.0.1
    • BES Express for Exchange 5.0.2
    • BES Express for Exchange 5.0.1
    • BRK 5.0.0
    • KB03151: What is a service book
    • Blog: List of major BES related Service Books (maybe incomplete)
    • BerryReview: FAQ: Explanation Of Each BlackBerry Service Book Type
    • RIM PDF: BlackBerry Enterprise Server Wi-Fi Implementation Supplement (for BES 4.1 or above)
    • RIM PDF: BES 5.0 Architecture Job Aid (Description of each component)
    • BES Process Flows
• BlackBerry Technical Knowledge Center (older documents)
  • BlackBerry Enterprise Server
  • BES for Lotus Domino
  • BES for Exchange
• Setup for Exchange 2007
  • add-exchangeadministrator “besadmin" -role ViewOnlyAdmin
  • get-mailboxserver “MAIL01″ | add-adpermission -user “besadmin" -accessrights ExtendedRight -extendedrights Receive-As, ms-Exch-Store-Admin
  • Add SendAs rights to AD User Objects
• Setup for Exchange 2010
  • Get-MailboxDatabase | Add-ADPermission -User “besadmin" -AccessRights ExtendedRight -ExtendedRights Receive-As, ms-Exch-Store-Admin
  • Add-RoleGroupMember “View-Only Organization Management" -Member “besadmin"
  • On the computer that hosts the Microsoft Exchange CAS server, in [drive]:\Program Files\Microsoft\Exchange Server\V14\Bin, in a text editor, open the microsoft.exchange.addressbook.service.exe.config file. Change the value of the MaxSessionsPerUser key to 100000.
  • Optional: Get-ThrottlingPolicy | where {_.IsDefault -eq $true} | Set-ThrottlingPolicy -RCAMaxConcurrency $null
  • Optional: New-ManagementRoleAssignment -Name “BES Admin EWS" -Role ApplicationImpersonation -User “besadmin"

Certification

• BlackBerry Certification Program
  • Support and Troubleshoot Certificates
    • BlackBerry Certified Server Support Specialist
      • BCP-221 Supporting BlackBerry Devices in an Enterprise Environment (v5.0)
      • BCP-222 Supporting a BlackBerry Enterprise Server v5.0 in an IBM Lotus Domino Environment
      • BCP-223 Supporting a BlackBerry Enterprise Server v5.0 in a Microsoft Exchange Environment
    • BlackBerry Certified System Administrator
    • BlackBerry Certified Solution Designer

FAQ

• HTML content in email messages for BlackBerry smartphones
  First BES support Rich Text HTML is BES 4.1.6 and Device SW 4.5 How to Capture Screenshots of your Blackberry Screen
  

BlackBerry Enterprise Server Express

• Discuss problem of BlackBerry Express 5.0.1 install into SBS 2003/2008 Server
  Maybe resolve by KB03304.
  Add key: dca740c8c042101ab4b908002b2fe182, string: 001e6602 with data of a GC
  • KB03304: Message delays caused by a domain name resolution issue
  • KB01018
  • KB19074
    If BES Express 5.0.1 install into Exchange Server, and IP contains 0, the IP address after 0 will be removed.
    Fix follow the steps or install 5.0.1 bundle 12
• Mismatched MDAC error that can ignore during setup

BlackBerry Enterprise Server

General

• BES Express Exchange Release History
  • BES Express 5.0.1 RTM (5.0.1 bundle 5)
• BES Exchange Release History
  • BES 5.0.1 MR2 (5.0.1.117)
  • BES 5.0.1 MR1 (5.0.1.82)
  • BES 5.0.1 RTM (5.0.1.70)
  • BES 5.0.1 Pre-RTM (5.0.1.72)
  • ==============================
  • BES 4.1.7 MR1 (4.1.7.32)
  • BES 4.1.7 RTM (4.1.7.27)
  • ==============================
  • BES 4.1.6 MR8 (4.1.6.222)
  • BES 4.1.6 MR7 (4.1.6.174)
  • BES 4.1.6 MR6 (4.1.6.170)
  • BES 4.1.6 MR5 (4.1.6.144)
  • BES 4.1.6 MR4 (4.1.6.105)
  • BES 4.1.6 MR3 (4.1.6.92)
  • BES 4.1.6 MR2 (4.1.6.73)
  • BES 4.1.6 MR1 (4.1.6.60)
  • BES 4.1.6 RTM (4.1.6.30 / 4.1.6.10)
• When activation, server address may not needed
• Evaluation License is count from the installation date
• Same License could not run at the same time
• General BES Admin FAQ
• Same SIM card can be used for multiple devices, account is matching with handheld PIN only

Troubleshooting / HOWTO

• Nondefault SSL Certificate Installation on BB Administration Service
  Also something related to fix webkeystore certificate issues

• KB04260: Domino console display: Login failed for user ‘(null)’
  Need special config in registry to if running Domino with SQL Authen (sa authen)

• How to merge BlackBerry Configuration Databases
  DbCopyData Tool available for BES 4.1.2 to 4.1.4 only? Not sure if usable for newer BES upto 4.1.6
  Be careful before use the DbCopyData tool

BES 4.1.5

• Screenshots of OS 4.5 features added by BES 4.1.5
• New Features in Details

BES 4.0 for Domino

• After changed the user email address in Domino, restart BES to refresh the email address

BES 4.1 for Domino

• If the setup path is too long and it may cause error and make the setup become setup for ‘Exchange’!?
• Special MDS databases are created: mdss, mdss_dis with SQL Auth

BES 5.0

• BES 5.0 Setup Limit use of sa account in mirroring setup

BES 5.0 for Domino

• Configure the IBM Lotus Domino servers for BlackBerry Enterprise Server high availability

BlackBerry Handhelds

• BlackBerry Device Simulators (Upto 4.3.0 now)
• Forum: Connect BlackBerry Device Simulator to a real BES
• HOWTO: Use BlackBerry As Modem For Laptop
  Need to add this AT COMMAND to modem option: +cgdcont=1,"IP","apn_name"

• BlackBerry modem may not work over COM9?

BES Transporter

• Transporter 5.0.1 Supported Environments

  [Exchange & Domino]
  From: BES 4.0-4.0.7, BES 4.1+, BES 5.0+
  To: BES 4.0.7+, BES 4.1.4+, BES 5.0+
  

• Transporter 5.0 Supported Environments

  [Exchange & Domino]
  From: BES 4.0.7, BES 4.1.4-4.1.6, BES 5.0+
  To: BES 5.0+
  

• BlackBerry Forums: Enterprise Transporter Setup for BES Domino

• KB19884: Migration of BlackBerry enabled users from Microsoft Exchange 2000 to 2007
• KB00142: Cannot send or receive email messages because a mailbox has been moved to another mailbox store on the same Microsoft Exchange Server
  BES server should auto detect mailbox changes every 12mins

• KB03296: How to move the BlackBerry Enterprise Server service account mailbox
• KB00140: How to use handheldcleanup.exe when moving mailboxes in Microsoft Exchange
• KB11103: BlackBerry smartphone users are unable to send email messages after the Microsoft Exchange Server or the Global Catalog servers are restarted
• KB02060: Migrate BlackBerry smartphone users between two Microsoft Exchange organizations
  This cannot be done without re-activation

Software Deployment

• KB03748: How to create a software configuration to wirelessly deliver third-party applications to a BlackBerry smartphone
• KB19740: Error “The application files are not packaged correctly. The application could not be published." when attempting to create a software application deployment
  Software Deployment Require "Desktop"
  application instead of "OTA" application

• KB18284: Job Task status descriptions in the BlackBerry Administration Service console

Common Issues

• Optimize your BB’s Memory! John Clark’s Famous Memory Optimization Instructions! (for 64M BB in 8xxx series)
• receive “The BlackBerry Enterprise Server was unable to process a message" e-mail problem
  • Discussion on this issue
  • KB03281: APB message: “The BlackBerry Enterprise Server was unable to process the message"
  • KB02207: Run Fixup, Updall, and Compact maintenance tasks for IBM Lotus Domino database
• Read Status not update problem
  • KB10720: One-way wireless email message reconciliation is not working from Microsoft Outlook or Novel GroupWise client to the BlackBerry smartphone
• Mailbox problem
  • “Failed to add user to the BlackBerry Server. Unable to open mailbox for user. The user’s mailbox may have been deleted."
  • DBClean utility for BES 3.6
    May work for BES 4.0 and 4.1, use to cleanup a user’s hidden BlackBerry folder on Exchange mailbox

  • Another link for dbcleanup that can download
• Global Catalog (GC) problem
  • KB13157: BlackBerry smartphone users can receive but not send email messages after a Global Catalog referral has taken place
  • KB16118: How to turn on global catalog referrals for a Microsoft Exchange Server
  • KB03304: Message delays caused by a domain name resolution issue
  • Microsoft KB929439
    Registry change may need to apply to Exchange 2007 as well

  • Discuss GC disconnect problem
    Manually change GC server when one is down

  • Discuss: Restarting DCs / GCs while keeping the BES happy
  • Found “Failed to resolve name in ScanGAL" in the MAGT logs
• [ENV] Failed to read 001e6602 reg value from the BlackBerry MAPI profile.
  • When first time start BES Server, it will have such error. After it updated the registry and restart the Message Agent, then it will have the record
  • KB19074: BlackBerry Messaging Agent log shows “Failed to read 001e6602 reg value from the BlackBerry MAPI profile"
    Has a “0″ value in IP Address during setup?

  • Discuss about MAPI and Exchange behavior
  • 001e6602 get deleted after Message Store started
    • Discuss: 001e6602 gets deleted
    • Discuss: BES 5 Can’t Add user from company directory – its empty
  • Related to this key: HKEY_CURRENT_USER\Software\Microsoft\Windows NT\CurrentVersion\Windows Messaging Subsystem\Profiles\\dca740c8c042101ab4b908002b2fe182, 001e6602 (String value)
• BAS problem
  • KB19451: An error “No records were found that match the specified search criteria" is displayed in the BlackBerry Administration Service console when trying to create a BlackBerry enabled user
    Manually add back the MAPI GC cache registry key

  • KB18366: The BlackBerry Administration Service – Application Server continues to stop and restart
    Caused by mix with
• BAS Login problem
  • KB17949: “The username, password, or domain is not correct. Please correct the entry" appears when logging in to the BAS
    Due to LDAP/DC has no PTR record set or incorrect hosts record set at the BES server

  • Disuss on BAS Forgot password
    Use the attached script to update the BES 5.0.x database to create a local admin users
• BAS crash problem with Microsoft hotfix Q979683
  • Tested affect BES Express 5.0.1
  • May also affect BES 5.0.1 MR2 / BES 5.0.2?
  • Tested affect Windows Server 2008 R2, Windows Server 2008
  • BB Forum: Issue with MS Hotfix 979683 & Blackberry Enterprise Server
• BES 5.0 HA
  • Port 3101 Forum: If BES server is in a VM environment, Multicast UDP may not able to pass
    Fix by using TCPPing instead UDP Multicast

    (09/15 00:56:42:195):{main} [com.rim.bes.bas.singletondeploymentbarrier.SingletonDeploymentBarrierManagerBean] [INFO] [BBAS-1011] {u=SystemUser, t=6} isCurrentNodeTheSingletonInNewTransactionLocal CLUSTER: heartbeat from another server (SERVER1) is still active, this server (SERVER2) cannot take over as singleton
    (09/15 00:56:42:211):{main} [com.rim.bes.bas.singletondeploymentbarrier.SingletonDeploymentBarrierNotificationService] [INFO] [BBAS-1011] {unknown} start CLUSTER: singleton deployment barrier is not deploying
    (09/15 00:56:42:211):{main} [com.rim.bes.bas.singletondeploymentbarrier.SingletonDeploymentBarrierNotificationService] [WARN] [BBAS-2069] {unknown} start CLUSTER: current node is the only node in the cluster but it is not the singleton, either the cluster has split or there is a network configuration problem to begin with, i.e. the nodes cannot communicate with each other
    (09/15 00:56:42:798):{main} [STDOUT] [INFO] com.sun.net.ssl.internal.ssl.SSLSessionContextImpl@551dc1

  • KB19654: How to configure BlackBerry Administration Service High Availability nodes to communicate via TCPPING instead of UDP in BlackBerry Enterprise Server 5.0.1
  • BB Forum: SQL Cluster not supported but used by many people (compatibility with SQL Server Cluster)
• IPv6 problem?
  • KB04646: BlackBerry Controller cannot start BlackBerry Messaging Agent processes
    IPv6 on 2003 server could cause this problem to BES 4.1

  • Discuss IPv6 problem
    IPv6 will affect BAS function at BES 5.0.1 (seems also affect BES Express 5.0.1)
• BPS problem
  • When SQL server start slower than BES, will have problem. (Maybe set services to auto restart if failed)
• Platform Upgrade
  • KB14502: How to migrate the BlackBerry Enterprise Server from Microsoft Exchange Server 2000 or 2003 to Microsoft Exchange Server 2007
• Activation Issues
  • Troubleshooting Enterprise Activation
  • KB14933: BlackBerry smartphones are not detected by BlackBerry Desktop Manager and BlackBerry Manager or only show up as mass storage devices in Windows Device Manager
    Install Device Software into Enterprise Server to update USB driver
• Password Issue
  • KB10711: How to reset the BlackBerry smartphone password
    Enter password wrongly 10 times, then phone will be wipe out automatically
    Reset the password from the BES Server with IT commands
• Email reconciliation
  • KB05133: Email reconciliation features for the BlackBerry Internet Service
  • KB00285: Email messages not deleted after email reconciliation

    1. The email message was permanently deleted from Microsoft Outlook.
    2. Microsoft Outlook is configured to empty the Deleted Items folder.
    3. The Delete On option is set to Handheld, not Mailbox & Handheld
    4. The Reconcile Email check box is not selected.
    5. The FolderManagement registry value is corrupt.
    6. Email messages were deleted from the BlackBerry smartphone with the Delete Prior option.
    

• Send As problem
  • KB04707: Unable to send email messages because the Send As permission has been revoked
    2007 Daylight Saving Time (DST) patch can trigger the problem to revoke the Send As permissions

  • Exchange Server 2003 SP2 cause BES unable to send e-mail
    Need to enable SendAs permission for the BES service account at AD User Objects
• 64bit Office
  • KB17049: Support for Microsoft Outlook 2010 64-bit version
    Not supported, until 2011
• S/MIME Package
  • BES 5.0 Certificate is not auto-obtained from the Active Directory:
    Need to add the Active Directory LDAP server address inside the MDS Service in BAS
• Digital Certificate
  • Import custom BAS certificate from a PFX file
    1. First, please check the alias name of the certificate in the PFX file
       “C:\Program Files (x86)\Java\jre1.6.0_18\bin\keytool.exe" -list -keystore bas.pfx -storetype PKCS12 -storepass “pfxpassword"

    2. Then, impor the certificate into Java keystore (assume alias is 1)
       “C:\Program Files (x86)\Java\jre1.6.0_18\bin\keytool.exe" -importkeystore -deststorepass “password" -destkeypass “password" -destkeystore web.keystore -srckeystore bas.pfx -srcstoretype PKCS12 -srcstorepass “pfxpassword" -alias 1

    3. Rename the alias to httpssl which is used by BAS
       “C:\Program Files (x86)\Java\jre1.6.0_18\bin\keytool.exe" -changealias -alias 1 -destalias httpssl -keystore web.keystore -storepass “password"
• Pending Queue deleted after BES server reboot
  • Occur for 4.1.4B
  • Release Notes: SDR 154909
• Calendar Issues
  • KB14757: Chinese/Japanese characters do not display correctly in the calendar items for BlackBerry smartphone users (More details than Post Install guide)
  • Post Installation Task for Enable Unicode support in Calendar for BES 5.0
• Contact Issues
  • KB18080: Configuring synchronization for multiple contact lists with BlackBerry Device Software 5.0 on BlackBerry Enterprise Server 5.0
  • Phone Book not sync – delete [Sync] service book and resend service book from server
  • BB forum: Method to merge address books
• Roaming
  • KB24611: Firewall and connection requirements for access to the BlackBerry Infrastructure using Wi-Fi technology
    “When a successful Wi-Fi connection is established, BlackBerry traffic from the smartphone uses this connection as the preferred path"
• Backup
  • KB11202: How to enable Automatic Wireless Backup for BlackBerry smartphone on BlackBerry Enterprise Server
    Items used by automatic backup may need the Sync service book deleted before can backup with Desktop Manager
• Internet Access
  • KB15242: How to use IT policy rules to disable browsers on the BlackBerry smartphone
  • KB10971: “Error 401: Unauthorized Access" appears when an attempt is made to browse to a secure web site