[SOLVED] Problem adding a new user

[jkoyle]

I've got 5 people using BES without issues. Today I've added a 6th person and their account is not working. Shutting down BES completely and opening the BlackberryServer Outlook profile shows that their account is not getting synchronized from Zimbra. As expected, when the user tries to activate the device, the message pops up in their inbox from RIM, but never gets picked up on BES.

I think somewhat related to this is the fact that from the BES server, the GAL is not fully populated with all of the users from the server. It's missing at least half my users (We use an external GAL only on Zimbra). The user I'm attempting to add does show up in the GAL however, and I'm able to add them to BES via the BES Mgr app.

I have debug logs that I can make available if someone will PM me I'll be happy to provide a URL to download them.

Any other ideas?
John

[jkoyle]

A bit more additional information. I've installed winhttptrace and as I'm seeing HTTP timeouts for the following requests:

POST /service/admin/soap/ HTTP/1.1
Content-Type: application/soap+xml; charset=utf-8
User-Agent: Zimbra-ZCB/5.0.2428 (5.2.3790 Service Pack 2; en-US)
Host: zimbra.server.com:7071
Content-Length: 1119
Connection: Keep-Alive
Cache-Control: no-cache
Pragma: no-cache

<soap:Envelope xmlns:soap="http://www.w3.org/2003/05/soap-envelope"><soap:Header><context xmlns="urn:zimbra"><userAgent name="ZimbraConnectorForBES" version="5.0.2428"/><nonotify/><noqualify/><authToken>BIG_LONG_STRING72613b6d61696c686f73743 d31343a31302e32302e3132382e333a38303b</authToken><nosession/></context></soap:Header><soap:Body><WaitSetRequest xmlns="urn:zimbraMail" waitSet="WaitSet35" seq="6" block="1" defTypes="all"><add><a id="IDHERE6380" types="all" token="765"/><a id="IDHEREed9dc" types="all" token="122823"/><a id="IDHEREbc163d119d7" types="all" token="367921"/><a id="IDHERE068ee" types="all" token="413971"/><a id="IDHEREdb3e5af9657" types="all" token="11886"/><a id="IDHEREa706" types="all" token="260945"/></add></WaitSetRequest></soap:Body></soap:Envelope>


I'm unsure if this would be related or not.

Thanks,
John

[alee]

A bit more additional information. I've installed winhttptrace and as I'm seeing HTTP timeouts for the following requests:

POST /service/admin/soap/ HTTP/1.1
Content-Type: application/soap+xml; charset=utf-8
User-Agent: Zimbra-ZCB/5.0.2428 (5.2.3790 Service Pack 2; en-US)
Host: zimbra.server.com:7071
Content-Length: 1119
Connection: Keep-Alive
Cache-Control: no-cache
Pragma: no-cache

<soap:Envelope xmlns:soap="http://www.w3.org/2003/05/soap-envelope"><soap:Header><context xmlns="urn:zimbra"><userAgent name="ZimbraConnectorForBES" version="5.0.2428"/><nonotify/><noqualify/><authToken>BIG_LONG_STRING72613b6d61696c686f73743 d31343a31302e32302e3132382e333a38303b</authToken><nosession/></context></soap:Header><soap:Body><WaitSetRequest xmlns="urn:zimbraMail" waitSet="WaitSet35" seq="6" block="1" defTypes="all"><add><a id="IDHERE6380" types="all" token="765"/><a id="IDHEREed9dc" types="all" token="122823"/><a id="IDHEREbc163d119d7" types="all" token="367921"/><a id="IDHERE068ee" types="all" token="413971"/><a id="IDHEREdb3e5af9657" types="all" token="11886"/><a id="IDHEREa706" types="all" token="260945"/></add></WaitSetRequest></soap:Body></soap:Envelope>


I'm unsure if this would be related or not.

Thanks,
John

yeah..don't worry about that RPC timing out. it sits there waiting to be notified about changes to the mailboxes on BES. if there is a timeout, it reconnects.

can you PM me the BES agent logs and ZCB logs for an instance of when you try to bring the server up?

[jkoyle]

Thanks, PM sent.

[jkoyle]

Apologies for the rash of replies. It seems this user is listed in the BlackberryManager account, but not in the BlackberryServer account. Cranking up logging and accessing the BBServer profile yields a lot of these type of errors. For some reason it seems ZCB isn't finding the users. I have 150+ users with archiving enabled, so we have close to 280 accounts on the system.

Is there anyway to blow away the local address book and pull it fresh?

10-04-2008 16:04:57.640 [5728]: UNKNOWN (10f4) PT_ERROR MAPI_E_NOT_FOUND
10-04-2008 16:04:57.640 [5728]: UNKNOWN (36da) PT_ERROR MAPI_E_NOT_FOUND
10-04-2008 16:04:57.640 [5728]: UNKNOWN (36de) PT_ERROR MAPI_E_NOT_FOUND
10-04-2008 16:04:57.640 [5728]: UNKNOWN (672d) PT_ERROR MAPI_E_NOT_FOUND
10-04-2008 16:04:57.640 [5728]: UNKNOWN (6732) PT_ERROR MAPI_E_NOT_FOUND
10-04-2008 16:04:57.640 [5728]: UNKNOWN (6733) PT_ERROR MAPI_E_NOT_FOUND

Thanks again,
John

[alee]

Apologies for the rash of replies. It seems this user is listed in the BlackberryManager account, but not in the BlackberryServer account. Cranking up logging and accessing the BBServer profile yields a lot of these type of errors. For some reason it seems ZCB isn't finding the users. I have 150+ users with archiving enabled, so we have close to 280 accounts on the system.

Is there anyway to blow away the local address book and pull it fresh?

10-04-2008 16:04:57.640 [5728]: UNKNOWN (10f4) PT_ERROR MAPI_E_NOT_FOUND
10-04-2008 16:04:57.640 [5728]: UNKNOWN (36da) PT_ERROR MAPI_E_NOT_FOUND
10-04-2008 16:04:57.640 [5728]: UNKNOWN (36de) PT_ERROR MAPI_E_NOT_FOUND
10-04-2008 16:04:57.640 [5728]: UNKNOWN (672d) PT_ERROR MAPI_E_NOT_FOUND
10-04-2008 16:04:57.640 [5728]: UNKNOWN (6732) PT_ERROR MAPI_E_NOT_FOUND
10-04-2008 16:04:57.640 [5728]: UNKNOWN (6733) PT_ERROR MAPI_E_NOT_FOUND

Thanks again,
John

the MAPI_E_NOT_FOUND errors are probably unrelated since you get this error if you are querying for properties that you don't even need to be there. probably non fatal.
the problem with your users not being in the GAL is a larger issue. have you tried to bring up outlook with the bes server profile and refresh the GAL? this should get all the users in there. once that happens, you should be able to restart the server and things should work.

--tony

[jkoyle]

OK, here's what I did.

I updated the "Notes" field of the users account, then restarted Oulook using the BBServer profile on the BES server. This caused it to update the GAL and pull the user in - so at least the user is now in both profiles.

I haven't done anything more at this point, I'm going to readd the user to BES and see what happens.

John

[alee]

OK, here's what I did.

I updated the "Notes" field of the users account, then restarted Oulook using the BBServer profile on the BES server. This caused it to update the GAL and pull the user in - so at least the user is now in both profiles.

I haven't done anything more at this point, I'm going to readd the user to BES and see what happens.

John

i was going to suggset a GAL modification if the refresh didn't work.
you should be fine now. also, please email me those logs if things don't work out.

[jkoyle]

Yep, I stopped everything, logged back into BBServer and the users mail is indeed getting synced.

So apparently there may be a bug that is causing the GAL to not fully sync. Running a manual sync inside Outlook does not update anything.

Thanks for the help.

John

[jkoyle]

Last post just to close up. Everything is fine now.

I believe the problem here stemmed from a couple of issues surrounding the GAL. We had (I changed this) the GAL for this domain setup to only use and External LDAP server. It doesn't look like the ZCB plugin will pick up modifications to users if you are using an External GAL. I changed the domain GAL setting to be Both (for internal/external) then updated the user account and ZCB picked the change right up.

Thanks for the replies.

John