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Environment

• BlackBerry® Enterprise Server software versions 4.1 Service Pack 2 (4.1.2) through 4.1 Service Pack 5 (4.1.5)
• BlackBerry® Mobile Data System (BlackBerry MDS Services)

Details

Proxy servers are used in organizations to access external resources. The Hypertext Transfer Protocol (HTTP) proxies must be configured with BlackBerry MDS Services using BlackBerry Manager. The rules for configuring HTTP proxies are described in this section. Administrators for BlackBerry MDS Services must be familiar with how to configure HTTP proxies.

Blackberry MDS Services settings

BlackBerry MDS Services settings for HTTP proxies include the following:

• Uniform Resource Locator (URL) regular expression
• Proxy string
• Proxy server account (optional)
• Proxy server password (optional)
• Proxy priority
• Description (optional)

URL regular expression

The URL regular expression determines which HTTP proxy rule is used when an HTTP request is made. BlackBerry MDS Services matches the HTTP URL to the URL regular expressions in the proxy setting list. Proxy settings are applied using the first rule that matches.  HTTP proxies should be configured such that a more specific rule has a higher priority than a more generic rule. For example, a regular expression such as http://www.rim.com/abc/.* should have a higher priority than a regular expression, such as http://www.rim.com/.*. Use the regular expression definition in Java® for URL expressions. For more information, visit www.java.sun.com and search for the description of the pattern for java.util.regex in the application programming interface (API) documentation for Java® 2 Platform, Standard Edition (J2SE™) 1.5.0.

Proxy Definition

BlackBerry MDS Services supports four types of proxy definitions

• PROXY (a proxy server definition)
• DIRECT (no proxy server)
• AUTO (auto detection from OS)
• PAC (proxy definition in PAC file)

A proxy string can have one of the following formats:

• PROXY <proxy server host>:<proxy server port>
• DIRECT
• AUTO
• PAC <PAC file URL>

Non-proxy addresses

In some organizations, a proxy server is configured such that a proxy server uses a non-proxy host list. BlackBerry MDS Services requires a proxy setting for the proxy server with each HTTP request and for each non-proxy address where the proxy type is DIRECT. Also, a DIRECT non-proxy setting should have a higher priority than the proxy setting for the proxy server. For example:

Proxy Server: atg07-yyz:8080

non-proxy address: www.yahoo.com>, *.rim.net

The BlackBerry MDS Services proxy settings should be configured as follows:

BlackBerry MDS Services and other BlackBerry Enterprise Server components

Do not configure a proxy server between BlackBerry MDS Services and other BlackBerry Enterprise Server components. A DIRECT connection between BlackBerry MDS Services and other BlackBerry Enterprise Server components is mandatory. For example, do not configure a proxy server between BlackBerry MDS Services and BlackBerry MDS Connection Service.

Note: A HTTP proxy configuration for the BlackBerry MDS Connection Service should be considered as well.

Procedure

To configure proxy settings for the BlackBerry Mobile Data System (BlackBerry MDS) Connection Service, complete the following steps:

1. In BlackBerry Manager, select BlackBerry MDS Connection Service.
2. On the Connection Service tab, click Edit Properties.
3. Click Proxy.
4. Double-click Proxy Mappings.
5. Click New.
6. In the URL field, type the Uniform Resource Locator (URL) expression that the proxy mapping rule will control.
7. In the Description field, type a description of the proxy mapping rule.
8. Double-click Proxy String.
9. Click New.
10. In the Proxy Type drop-down list, do any of the following configurations:
    • Click PROXY, then double-click the Proxy String field. Type the proxy server name and port number, or exclude the URL from routing through the proxy server.
    • Click DIRECT, double-click the Proxy String field, and delete the default value.
11. Click OK.
12. Click OK again.

Additional Info

To configure a specific URL for an internal site that already has the Catch All proxy URL configuration in place (http://.* <http://.*/> ), place the new URL before the Catch All proxy URL as described in the example below.

Example

BlackBerry device users need to browse internal web sites and can currently only browse external web sites. The current proxy mappings are configured with http://.* or the default long universal string. To configure the proxy mappings, the specific entries should come before the Catch All setting. The Catch All setting will only be evaluated if the web site the BlackBerry device user is browsing does not meet the first criteria in the list.

The resulting list should look like the following:

http://<internal_server_name>.*  

http://.*

where <internal_server_name> is the specific server that will be accessed internally

Refer to RIM’s KB11028 for full details.

Environment

• BlackBerry® Enterprise Server software versions 2.2, 3.6, 4.0, and 4.1
• BlackBerry® Mobile Data Service
• BlackBerry® Mobile Data System (BlackBerry MDS)

Background

Enabling Hypertext Transfer Protocol (HTTP) logging for the BlackBerry Mobile Data Service or the BlackBerry MDS has the following benefits:

• Defines HTTP content formatting and related HTTP status codes
• Helps to troubleshoot the BlackBerry Mobile Data Service or the BlackBerry MDS

Procedure

To enable HTTP logging for the BlackBerry Mobile Data Service, complete the following steps:

For BlackBerry Enterprise Server software version 4.1

1. In BlackBerry Manager, select the <Server Name>_MDS-CS service.
2. On the Connection Service tab, click Edit Properties.
3. On the Logs tab, verify that IPPP logging enabled is set to true, set both the HTTP Logging Enabled and the Verbose HTTP Logging Enabled drop-down lists to True.
4. Click Apply, and then click OK.

Refer to RIM’s KB02393 for full details on eariler BES versions or for other mail server platforms.

Blackberry Support KB12487

Environment

• BlackBerry® device
• BlackBerry Enterprise Server software version 4.0 and later

Procedure

Before making any significant configuration changes to a BlackBerry device (for example, installing or downloading applications, or loading new BlackBerry Device Software), BlackBerry device users should back up the data on the BlackBerry device. In the event of any problems, this will make sure the data (that is as current as of the last backup) can be restored.

BlackBerry device users can perform a full or selective backup of the data using the Backup and Restore tool in BlackBerry Desktop Manager by completing the following steps:

1) Connect the BlackBerry device to the computer running BlackBerry Desktop Manager.
2) Open BlackBerry Desktop Manager.
3) Double-click Backup and Restore.
4) Select Backup to perform a full backup or select Advanced to perform a backup of specific databases.
5) Choose a location to save the backup file, then click Save.

If you are running BlackBerry Device Software 4.0 or later and the BlackBerry device is connected to a BlackBerry Enterprise Server running software version 4.0 or later, there is a wireless backup process that can archive certain information for BlackBerry device users. Depending on the BlackBerry Device Software version, the following information cannot be archived:

BlackBerry Device Software 4.2

• Email messages
• Multimedia Message Service (MMS) messages

Note: In BlackBerry Enterprise Server software version 4.1, there is an option for archiving personal information number (PIN) messages and Short Message Service (SMS) messages using an IT policy.

• Content Store (for example, ring tones and pictures)
• Group addresses

BlackBerry Device Software 4.1

• Email messages
• MMS messages

Note: In BlackBerry Enterprise Server software version 4.1, there is an option for archiving PIN messages and SMS messages using an IT policy.

• BlackBerry Messenger Contacts
• Content Store (for example, ring tones and pictures)
• Group addresses

BlackBerry Device Software 4.0 to 4.0 Service Pack 2

• All message types
• Saved messages
• BlackBerry Messenger Contacts
• Content Store (for example, ring tones and pictures)
• Group addresses
• SureType® Learning Date (through the Learning Data Manager)

Refer to RIM’s KB12487 for full details.

Blackberry Support KB12128

Environment

• BlackBerry® 8800 smartphone

Procedure

To locate the Global Positioning System (GPS) screen, complete the following steps:

On the BlackBerry smartphone Homescreen, go to Options > Advanced Options > GPS.

To refresh your GPS location, complete the following steps:

1) Verify that your BlackBerry smartphone is exposed to open sky.
2) In the GPS screen, click the Menu key and then Refresh GPS. The longitude and latitude coordinates for your current location appear.

Refer to RIM’s KB12128 for full details.

Blackberry Support KB10437

Environment

• BlackBerry® Enterprise Server software version 4.0 Service Pack 1 (4.0.1)
• Microsoft® Exchange

Problem

The wireless calendar synchronization process is not working both ways from the BlackBerry device to the email client after the Microsoft Exchange database was restored.

Cause

The Microsoft Exchange database crashed and the BlackBerry device user’s mailbox was restored using the eseutil/p command.

Resolution

To resolve this issue, use the DBClean utility to remove all data and settings from the BlackBerry device user’s mailbox. Contact the wireless service provider for instructions on how to use the DBClean utility.

Refer to RIM’s KB10437 for full details.

Blackberry Support KB05270

Environment

• BlackBerry® Enterprise Server software version 2.1 through 4.1
• BlackBerry® Mobile Data System (BlackBerry MDS)
• Microsoft® Exchange 5.5, Microsoft Exchange 2000, and Microsoft Exchange 2003
• Microsoft Windows® 2000
• Microsoft Windows Server® 2003

Problem

Wireless calendar synchronization occurs one-way only, from the Microsoft Outlook® Calendar to the BlackBerry device Calendar. The initial wireless calendar synchronization process was successful.

Cause

This issue may be caused by one of the following:

1) The BlackBerry Enterprise Server services are not running under the BlackBerry Enterprise Server service account.
2) The BlackBerry Enterprise Server service account does not have the appropriate permissions.
3) The Collaboration Data Object (CDO) is not present or supported with the Microsoft Exchange environment.
4) The BlackBerry Enterprise Server service account is a Domain Administrator.

Resolution

Complete the appropriate resolution for your cause:

Cause 1

The BlackBerry Enterprise Server services are not running under the BlackBerry Enterprise Server service account.

Resolution

Verify that all BlackBerry Enterprise Server services are running under the appropriate BlackBerry Enterprise Server service account.

Note: Several BlackBerry Enterprise Server services run under the Local System account (for example, the BlackBerry Attachment Service or the BlackBerry MDS Services - Apache Tomcat™ Service).

To confirm that the correct account is specified, complete the following steps:

1) In Administrative Tools, select Services and double-click BlackBerry Service.
2) From the Log On tab, verify that the correct BlackBerry Enterprise Server service account name is specified.
3) If a different BlackBerry Enterprise Server service account name is specified, complete one of the following steps:

• If the BlackBerry Enterprise Server was installed using the administrator account or another administrative account, switch the service account to the BlackBerry Enterprise Server service account.

For instructions, see the following article:

• For BlackBerry Enterprise Server software versions 4.0 and 4.1, see KB04293.

OR

• If the BlackBerry Enterprise Server was installed using the BlackBerry Enterprise Server service account, switch the service account to the one that corresponds to the BlackBerry Enterprise Server services.

Note: This occurs if a BlackBerry Enterprise Server service pack or hotfix was not installed using the BlackBerry Enterprise Server service account.

Cause 2

The BlackBerry Enterprise Server service account does not have the appropriate permissions.

Resolution

To update BlackBerry device users’ mailboxes, the appropriate permissions are needed. Modify the BlackBerry Enterprise Server service account permissions by completing the following steps:

Microsoft Exchange Server 2000 and Microsoft Exchange Server 2003

1) In the Exchange System Manager, right-click the Exchange administrative group name and click Delegate Control.
2) Click Next, then click Add to open the Delegate Control window.
3) Click Browse to open the Select Users, Computers or Groups window, and select the new service account.
4) From the Role drop-down list, select Exchange View Only Administrator and click OK.
5) Click Next, then click Finish.
6) Open Exchange System Manager, and go to Administrative Groups/First Administrative Group/Servers.
7) Right-click the Microsoft Exchange Server name, click Properties, then click the Security tab.
8) Verify the Allow inheritable permissions from parent to propagate to this object check box is selected.
9) Choose the service account name and select the appropriate check boxes to allow Administer information store,Receive As, and Send As permissions.
10) Verify that no denied permissions are selected for the service account.
11) Click Apply, then clickOK.
12) In Administrative Tools, select Active Directory Users and Computers.
13) Right-click the BlackBerry Enterprise Server service account, then click Properties.
14) On the Member of tab, verify that Domain Users is displayed in the list.
15) If the BlackBerry Enteprise Server is installed on a domain controller, verify that Administrators is listed.

Important: Make sure that the service account is not a member of any groups which can deny some of these required permissions. For more information, see KB04557.

Cause 3

The Collaboration Data Object (CDO) is not present or supported with the Microsoft Exchange environment.

Resolution

Verify that the CDO.DLL file is supported with the Microsoft Exchange environment.

For Microsoft Exchange 2000 and Microsoft Exchange 2003

1) Go to the Exchsrvr\bin directory to check the version of the CDO.DLL file on your Microsoft Exchange Server.
2) Verify that the CDO.DLL file on the BlackBerry Enterprise Server is the same or later version of the CDO.DLL file on the Microsoft Exchange Server.

Note: If multiple versions of the CDO.DLL file exist, verify that all copies match.

3) At a command prompt, go to the directory where the CDO.DLL file is located.
4) Type regsvr32 cdo.dll, and press ENTER. A confirmation will display indicating that the file registered successfully.

Note: For information on how to obtain and apply the CDO.DLL file, see KB02937.
To verify that the CDO.DLL file is registered, see KB04912.

Cause 4

The BlackBerry Enterprise Server service account is a Domain Administrator.

Resolution

Verify that the BlackBerry Enterprise Server service account is not a Domain Administrator.

Additional Information

If the BlackBerry Enterprise Server service account is a member of the Domain Administrators or Enterprise Administrators groups, the Send As permission will automatically be revoked. Without the Send As permission, the BlackBerry Enterprise Server will not be able to update the BlackBerry device user’s calendar on the Microsoft Exchange Server. Verify that the service account does not inherit this role from Microsoft Active Directory® groups, such as Domain Administrators, or is not a member of this role.

KB02466 provides information on one-way calendar synchronization when connected to BlackBerry Enterprise Server software version 3.5.

KB03784 provides information on the Windows Server 2003 domain controller memory leak that affects wireless calendar synchronization.

Article 821897 on the Microsoft Support Knowledge Base provides additionaly information on how to assign service account access to all mailboxes in Microsoft Exchange Server 2003.

Refer to RIM’s KB05270 for full details.

Blackberry Support KB05130

Environment

• BlackBerry® Desktop Software 4.1
• BlackBerry device
• BlackBerry Enterprise Server
• Microsoft® Outlook®

Background

You can set up BlackBerry Desktop Manager to reconcile the messages on your BlackBerry device with a Microsoft Outlook Personal Stores file (PST) on your computer. The reconciliation process can be performed manually, or it can be performed automatically each time you connect your BlackBerry device to your computer. Additionally, you can set BlackBerry Desktop Manager to reconcile messages from your BlackBerry device.

Procedure

To reconcile messages using BlackBerry Desktop Manager, complete the following steps:

1. Connect your BlackBerry device to your computer.
2. In BlackBerry Desktop Manager, open Intellisync.
3. Click Configure reconciliation.
4. In the Personal Folder section, from the Personal Folder drop-down list, select the PST file you want to reconcile with your BlackBerry device.
5. Click OK.
6. Complete one of these tasks:

• To reconcile manually, select the Reconcile messages check box and click Synchronize Now. Your messages will be reconciled with the selected PST file.

• To reconcile automatically, click Auto Start. Select the Reconcile messages check box, and click OK. Your messages will be reconciled with the selected PST file the next time you connect your BlackBerry device to your computer.

7. Click Close.

To reconcile messages using your BlackBerry device, complete the following steps:

Note: The BlackBerry device user must be on a BlackBerry Enterprise Server or using the BlackBerry Internet Service in order to perform this wirelessly.

1) On the BlackBerry device Home screen, click Messages.
2) Click the trackwheel and select Options.
3) Select Email Reconciliation and set the following features:

• In the Delete On field, select Handheld, Mailbox and Handheld, or Prompt.
• In the Wireless Reconcile field, select On.
• In the On Conflicts field, select either Handheld wins or Mailbox wins.

4) Click the trackwheel and select Save.

Additional Info

When you reconcile messages with a PST file, any folders stored in the PST file are copied to your BlackBerry device. You can use those folders to file the messages you want to reconcile with the PST file.

When you file messages from a Microsoft Exchange folder to a PST file, the messages that are present on the BlackBerry device will also be filed automatically.

Refer to RIM’s KB05130 for full details.

Blackberry Support KB04912

Environment

• BlackBerry® Enterprise Server
• Microsoft® Exchange

Procedure

To check if the CDO.dll file is registered on the BlackBerry Enterprise Server

1) Click Start > Run and type regedit. Click OK.
2) Click on the HKEY_CLASSES_ROOT folder to expand the folder.
3) Verify whether you have the following registry key:

HKEY_CLASSES_ROOT\CLSID\{3FA7DEB3-6438-101B-ACC1-00AA00423326}

If you have this registry key, the CDO.dll file is registered on the BlackBerry Enterprise Server.

Note: If you do not have the CDO.dll registered, see KB02937 for instructions on how to register it. If the CDO.dll is registered, continue to the next section.

To check the location for the registered CDO.dll file

1) Double-click the folder for the registry key.
2) Click the InprocServer32 folder.
3) Check the path beside (Default), as shown below. This is the path of the registered CDO.dll file.

Refer to RIM’s KB04912 for full details.

Blackberry Support KB04789

Environment

• BlackBerry® Enterprise Server
• BlackBerry device
• BlackBerry Connect devices
• BlackBerry Built-In devices
• Microsoft® Exchange
• SDR67514

Details

When you restart certain BlackBerry Enterprise Server services, you may experience a delay in message delivery to BlackBerry devices. Services that may cause messaging delay include the following:

For BlackBerry Enterprise Server software version 3.6
BlackBerry Server
Where is the name of the BlackBerry Enterprise Server instance.

For BlackBerry Enterprise Server software version 4.0 through 4.1

• BlackBerry Controller
• BlackBerry Dispatcher

This delay can vary in time, depending on specific environment conditions. Some of these conditions can include (but are not limited to) the following:

• Mailboxes with 1GB or more of mail on the messaging and collaboration server.

The BlackBerry Enterprise Server completes a full mailbox scan when the services are started. Messages are not sent to individual BlackBerry device users until this scan has been completed. As a result, the scan determines if there are any items in each BlackBerry device user’s mailbox that have yet to be processed by the BlackBerry Enterprise Server. The larger a BlackBerry device user’s mailbox, the longer the scan process takes.

• A large number of BlackBerry device users on the BlackBerry Enterprise Server (for example, 300 or more).

When the BlackBerry Enterprise Server services are restarted, a full mailbox scan is completed for each BlackBerry device user. These scans are run parallel to each other, and it takes a varying amount of time for this initial resource load to subside. This initial resource load may cause messaging delays for associated BlackBerry device users. For this reason, you should restart services during non-production hours, unless it is necessary.

• Slow network speed.

During a mailbox scan, the BlackBerry Enterprise Server accesses the Microsoft Exchange Server where BlackBerry device users are located. If requests sent from the BlackBerry Enterprise Server or the responses from the Microsoft Exchange Server are delayed, the time to complete the mailbox scan will also be affected.

• Messaging server performance.

The BlackBerry Enterprise Server waits for responses from requests made to the Microsoft Exchange Server. If the Exchange Server is slow to respond to the BlackBerry Enterprise Server requests, messaging delays may occur.

Note: Repeatedly restarting the BlackBerry Enterprise Server services is not recommended. This will cause the mailbox scan to start each time the services are started.

Refer to RIM’s KB04789 for full details.