[SOLVED] ResolveName failed

[dowwy]

We are currently having issues where our Blackberries are not communicating with our BES server. Zimba is 5.0.9, BES Connector is 5.0.10 (Beta 3), and BES is 4.1 SP6. Outlook 2007 installed. This was working up until yesterday. We have tried restarting the server, restarting the services, repairing the Zimbra/BES connector. We have also stopped the services, opened Outlook, and sync'ed the mailboxes...which seems to work.

When looking into the MAGT log from BES, these types of entries appear for all of our users:

[30041] (09/16 14:37:34.298):{0xCB8} Starting handheld for <user display name>
[40704] (09/16 14:37:34.298):{0xCB8} MAPIMailbox::MAPIMailbox(2) ServerDN=/o=<zimbra server>/ou=First Administrative Group/cn=Configuration/cn=Servers/cn=<zimbra server>/cn=Microsoft Private MDB, MailboxDN=<user email>
[30033] (09/16 14:37:34.348):{0xCB8} ResolveName - g_pAddressBook->ResolveName( <user display name> ) (0x8004010f) failed
[30337] (09/16 14:37:34.348):{0xCB8} MAPIMailbox::MAPIMailbox(2) - ResolveName[1] failed for DisplayName='<user display name>', trying method #2
[40327] (09/16 14:37:34.348):{0xCB8} ResolveName: Found <user email> in resolve failed cache
[30337] (09/16 14:37:34.348):{0xCB8} MAPIMailbox::MAPIMailbox(2) - ResolveName[2] failed for DisplayName='<user email>', trying method #3
[40327] (09/16 14:37:34.348):{0xCB8} ResolveName: Found <user email> in resolve failed cache
[30024] (09/16 14:37:34.348):{0xCB8} MAPIMailbox::MAPIMailbox(2) - ResolveName[3] failed for DisplayName='<user display name>', giving up
[20265] (09/16 14:37:34.348):{0xCB8} {<user email>} MAPIMailbox::~MAPIMailbox - DeleteAllDeviceSearches (0x00000000) failed
[20154] (09/16 14:37:34.358):{0xCB8} User <user display name> not started


I have replaced the user's name, user's email, and zimbra server with generic fillers...

Aren't the BES services supposed to start a process for Outlook automatically? If so, we are not seeing this happen, either.

Any ideas?

[alee]

Originally Posted by dowwy

We are currently having issues where our Blackberries are not communicating with our BES server. Zimba is 5.0.9, BES Connector is 5.0.10 (Beta 3), and BES is 4.1 SP6. Outlook 2007 installed. This was working up until yesterday. We have tried restarting the server, restarting the services, repairing the Zimbra/BES connector. We have also stopped the services, opened Outlook, and sync'ed the mailboxes...which seems to work.

When looking into the MAGT log from BES, these types of entries appear for all of our users:

[30041] (09/16 14:37:34.298):{0xCB8} Starting handheld for <user display name>
[40704] (09/16 14:37:34.298):{0xCB8} MAPIMailbox::MAPIMailbox(2) ServerDN=/o=<zimbra server>/ou=First Administrative Group/cn=Configuration/cn=Servers/cn=<zimbra server>/cn=Microsoft Private MDB, MailboxDN=<user email>
[30033] (09/16 14:37:34.348):{0xCB8} ResolveName - g_pAddressBook->ResolveName( <user display name> ) (0x8004010f) failed
[30337] (09/16 14:37:34.348):{0xCB8} MAPIMailbox::MAPIMailbox(2) - ResolveName[1] failed for DisplayName='<user display name>', trying method #2
[40327] (09/16 14:37:34.348):{0xCB8} ResolveName: Found <user email> in resolve failed cache
[30337] (09/16 14:37:34.348):{0xCB8} MAPIMailbox::MAPIMailbox(2) - ResolveName[2] failed for DisplayName='<user email>', trying method #3
[40327] (09/16 14:37:34.348):{0xCB8} ResolveName: Found <user email> in resolve failed cache
[30024] (09/16 14:37:34.348):{0xCB8} MAPIMailbox::MAPIMailbox(2) - ResolveName[3] failed for DisplayName='<user display name>', giving up
[20265] (09/16 14:37:34.348):{0xCB8} {<user email>} MAPIMailbox::~MAPIMailbox - DeleteAllDeviceSearches (0x00000000) failed
[20154] (09/16 14:37:34.358):{0xCB8} User <user display name> not started


I have replaced the user's name, user's email, and zimbra server with generic fillers...

Aren't the BES services supposed to start a process for Outlook automatically? If so, we are not seeing this happen, either.

Any ideas?

If the users cannot be resolved then a worker thread will not be created for them and the devices will not sync. If you have opened Outlook, can you check the GAL to see if all those users are in there?
BTW, if this stopped working yesterday...can you think of something that may have happened (even on the server) yesterday? Did you add a lot of users to the server, etc..?

Thanks
--Tony

[dowwy]

When I open Outlook with the BlackberryServer and BlackberryManager, the GAL appears to be present. However, when I run the IEMSTest utility in the Blackberry\Utility folder, the BlackberryServer account only has 1 entry in the GAL, but the BlackberryManager seems to see the whole thing. I'm not quite sure how that is possible, but I checked it twice...

As far as yesterday goes, we did have a Zimbra issue. There were actually a few server crashes yesterday.

[alee]

Originally Posted by dowwy

When I open Outlook with the BlackberryServer and BlackberryManager, the GAL appears to be present. However, when I run the IEMSTest utility in the Blackberry\Utility folder, the BlackberryServer account only has 1 entry in the GAL, but the BlackberryManager seems to see the whole thing. I'm not quite sure how that is possible, but I checked it twice...

As far as yesterday goes, we did have a Zimbra issue. There were actually a few server crashes yesterday.

hmmm...its possible because they are 2 seperate profiles (although against the same account) that are sycned independently. if the BlackBerryServer profile was sycning when the server it was talking to went down, its possible that you could have a corrupt GAL. what happens if you create another profile with the same credentials like BlackBerryTest and then sync it in Outlook, does the complete GAL get synced? If that does work, the brute force method would be to remove the users from BES, create the BlackBerryServer profile, sync it and then reprovision and reactivate the users. Lemme know how the BlackBerryTest profile test goes and we can decide from there how to handle this issue.

--Tony

[dowwy]

Even if the GAL doesn't show up for just the BlackBerryServer account, couldn't I just delete the BlackBerryServer_GAL.idm file?? Will it not try to re-create that file if it doesn't exist anymore?

[dowwy]

Ok, I just checked, and the GAL does NOT show up for the BlackBerryServer account... It DOES show up for the newly created BlackBerryTest account...

[alee]

Originally Posted by dowwy

Ok, I just checked, and the GAL does NOT show up for the BlackBerryServer account... It DOES show up for the newly created BlackBerryTest account...

ok..so it looks like we need to resync the GAL before this starts working. I would prefer that you recreated the BlackBerryServer profile and delete then re-add the users. Deleting the .idm file might work but it would signify an unsupported way of trying to get this done. If you open up Outlook using the BlackBerryServer profile, is there a Tools|Send\Receive|Update Global Address List option? If that exists, try that first.

--Tony

[dowwy]

We tried to use some 'trickery' to not have to re-provision the Blackberry accounts, but it all failed in the end. We DID have to delete the BlackBerryServer mail profile, re-create it, and then delete and re-provision all the accounts in BES.

Thanks for your information and assistance!