Another ResolveName Failed

[y@w]

I'm trying to get a new BES instance up and running and keep running into an issue with new users activating. New users fail with the following errors in the MAGT log:

[30033] (05/27 23:52:47.660):{0x1254} ResolveName - g_pAddressBook->ResolveName( User Name ) (0x8004010f) failed
[30337] (05/27 23:52:47.660):{0x1254} MAPIMailbox::MAPIMailbox(2) - ResolveName[1] failed for DisplayName='User Name', trying method #2
[40327] (05/27 23:52:47.660):{0x1254} ResolveName: Found user@domain.com in resolve failed cache
[30337] (05/27 23:52:47.660):{0x1254} MAPIMailbox::MAPIMailbox(2) - ResolveName[2] failed for DisplayName='user@domain.com', trying method #3
[40327] (05/27 23:52:47.660):{0x1254} ResolveName: Found user@domain.com in resolve failed cache
[30024] (05/27 23:52:47.660):{0x1254} MAPIMailbox::MAPIMailbox(2) - ResolveName[3] failed for DisplayName='User Name', giving up
[20265] (05/27 23:52:47.660):{0x1254} {user@domain.com} MAPIMailbox::~MAPIMailbox - DeleteAllDeviceSearches (0x00000000) failed
[20154] (05/27 23:52:47.660):{0x1254} User User Name not started

I found this thread from several months ago which suggested that I try removing the BlackBerryServer profile and re-adding it and reprovisioning the users. I did that, but it didn't seem to help. When I stop the BES services and open Outlook, it has pulled down my user's mail, calendar, and contacts. It also seems to have the full GAL. Outlook just doesn't seem to be running in the processes list when the BES services are running. Anything else I can try?

[y@w]

I also discovered this thread this morning. I followed the steps suggested by Eugene to verify that Outlook can resolve the name in the GAL, but still no luck. I type my name into a new message, hit CTL-K and it underlines my email address.

[eugener]

Hi y@w, even though resolution of 'your name' works, it is possible that resolution of user mentioned in the snippet of the agent log file given above (DisplayName='User Name' or 'user@domain.com') does not work. I would suggest to confirm this first. If this is the case then initiating GAL resync may help to resolve this. Please use 'Force GAL Sync' button on zcb logging control at the time when BB controller and BB manager are running. In case if size of the GAL is big, please give it some time for GAL sync process to complete.

[y@w]

Hi Eugene,

Sorry I should have mentioned that my user is the user from the logs as well. I tried a few names at random that I happened to know should be in the GAL and they worked in Outlook. I also added a couple of other users in the Blackberry Manager with the same behavior in the logs.

[y@w]

I also tried to do the Force GAL Sync option in the debug tool. Same result

[eugener]

Please open support case(support@zimbra.com) and we will work with you to resolve this. We may need to collect agent as well as zcb logs with 'BlackBerryAgent' component in the name.

[y@w]

Will do. Any logs I can gather while I'm waiting for a response to the case? I'll submit it to the support portal now.

[newtobes]

What was the resolution? I'm having the same issue on our test server.

[eugener]

Re-posting this message below into the correct thread:

Here is another workaround if nothing helps:

- stop BB controller and BB manager
- open up 'BlackBerryServer' profile with Outlook
- go to Tools->Address Book
- add contact manually (right mouse click -> new entry -> new contact..)
- start BB controller and BB manager