Zimbra Mobile Connector

for BES

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Copyright © 2009 Zimbra, Inc. All rights reserved. .
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the property of their respective owners.
Release 5.0.19
11/4/2009

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Zimbra Mobile Connector for BES

Table of Contents

Zimbra Mobile Connector for BlackBerry Enterprise Server . . . . . . . . . . . . . 3
ZCB Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
ZCB Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Recent Enhancements to ZCB . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Installation Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Overview of the ZCB Installation Process . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Preparing for ZCB Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Provisioning Accounts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Advanced Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Appendix A Upgrading BES with Latest ZCB 27
Appendix B

ZCB Supports Multi-Agent BES Configuration 29

How It Works . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Configuring Multiple Agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

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Zimbra Mobile Connector for BES ii .

address books (including GAL). ZCB is a plug-in that enables synchronization of mail. and advanced settings for the GA release of ZCB.0. calendar in the native BlackBerry UI • Sync to all BlackBerry devices • Full access to Zimbra GAL • Search messages • View attachments • Manage calendar events including accepting and declining meeting invites 3 . ZCS Network Edition users with a Zimbra Mobile license can use ZCB. address book. This document describes installation prerequisites.19 or later. Note: If you are upgrading. installation. and tasks between ZCS and a BlackBerry Enterprise Server (BES) for Microsoft® Exchange. using MAPI. ZCB Features System Features: • Up to 250 users can be on any BES • Up to 100 users per agent can be provisioned • Administrators provision users directly in the BlackBerry Administration Console. Version 5. calendars. Key device features include: • Over-the-air synchronization of mail. users can access the Zimbra Collaboration Suite (ZCS) server using their BlackBerry mobile devices. see Appendix A Upgrading BES with Latest ZCB on page 27.Zimbra Mobile Connector for BlackBerry Enterprise Server With the Zimbra™ Mobile Connector for BlackBerry® Enterprise Server (ZCB).

BES. address books (including GAL). and tasks between ZCS and BES. calendars. and BlackBerry devices. The following figure shows how ZCB interacts with ZCS. BES. and BlackBerry Devices 4 November 2009 . How ZCB connects to ZCS.Zimbra Collaboration Suite ZCB Architecture ZCB is a MAPI plug-in that enables synchronization of mail.

38216 The user name is correctly displayed in the Display Name field. 39056 The user profiles (*. 36964 The user’s password can be changed on the mail configuration panel of BlackBerryServer profile and the password is automatically propagated over to the delegate services/ mailboxes.0. The following enhancement were added beginning in ZCB.idm) can be stored on any other location besides C:Documents and SettingsAdministratorLocal SettingsApplication DataMicrosoftOutlook Zimbra Mobile Connector for BES 5 . To turn off address lookup create a DWORD value AllowAddressLookup under HKEY_LOCAL_MACHINE\Software\Research In Motion\BlackBerry Enterprise Server\Agents and set it to 0 Major Fixes by ZCB Release Major Fixes for ZCB. *. Version 5.idm.0. The actual GAL sync is performed by BB Manager as well as BB Agent.0. 31667 Implemented a button on the ZCO logging control panel that allows users to initiate GAL sync. Version 5. *_GAL. 17026 Multi-tenancy is supported.zdb. but address lookups must be disabled in multi-domain environments to prevent users from looking up users in other domains. Both BB controller service and BB manager processes must be running at the time when GAL sync is initiated by users.16. MaxInitialCalAge specifies how far back (in days) for the initial sync of calendar items.19 31125 Initial age settings now are set separately for email and for calendar.19 17035 Folder redirection for non top-level folders now works.Zimbra Mobile Connector for BlackBerry Enterprise Server Recent Enhancements to ZCB The following enhancements were added beginning in ZCB. Version 5. MaxInitialAge is used to specify initial sync for email messages only.

37515 You can now give more meaningful names to the zdb files to make it easier to determine which zdb files belong to which user. This eliminates the necessity to recreate ‘BlackBerryServer’ BlackBerryManager’ profiles each time the SSL port is changed on the server. 31321 BES resource kit setup support. Previous Major Fixes 35637 Implemented a mechanism that updates changed mail SSL ports (from the server) in the profile.c-si. The default is Off.fr/Rim/rKit/ BlackBerry_Enterprise_Resource_Kit_for_BlackBerry_E nterprise_Server_Version_4%5B1%5D. 38118 To stabilize BES performance with multi-agent configuration.exe –add -u For details see ftp://ftp.0. a non-delivery report (NDR) message is sent to their ZCS Inbox. 35802 If users have messages that were not sent because the mailbox was in maintenance mode when the message was sent. BESUserAdminClient. 31304 Local failures to BlackBerry devices are turned off by default. Version 5. To activate this feature the following registry value must be set to 1 (DWORD) Software\Zimbra\UpdateMailSSLPort.18 29382 A copy of sent messages is now saved to the device’s Sent folder. 38178 Improved performance when Calendar items are synchronized from the device to ZCS. 36923 Tagging of appointments in ZCO no longer causes local failures in Blackberry. 38071 Integrated multiple fixes into BES to improve performance. 6 November 2009 . 37338 BES supports Outlook 2007 SP2 and Zimbra recommends that you upgrade to this service pack. calendar conversion requests can be serialized.Zimbra Collaboration Suite Major Fixes for ZCB. BB users receive a NDR message on their devices as well.pdf .

your ZCS server must be SSL enabled. If it is not.1. Important: All servers and software must have the latest service packs and updates installed. Important: Although BES lists Exchange 2003 Administration Tools as a requirement. Zimbra does not support use of Exchange 2003 Administration Tools. These applications attempt to use the same message store that ZCB references or install addins in Outlook.1 (MAPI/CDO) Note: You can find this at Microsoft’s Download Center. to switch your mail port to either HTTPS or both. Use Microsoft Exchange Server MAPI Client and Collaboration Data Objects 1. • Zimbra Collaboration Suite single server or multi server environment at ZCS 5. or indexing applications running. Zimbra Mobile Connector for BES 7 . • BlackBerry Enterprise Server for Microsoft Exchange 4.2. use the CLI command. Important: If you do install anti-virus scanning. and equipment. • Zimbra Mobile Connector for BlackBerry Enterprise Server .msi executable.2. • Verifying the ZCS server is SSL enabled In order for ZCB to run.Zimbra Mobile Connector for BlackBerry Enterprise Server Installation Prerequisites To install and run ZCB. you must have the most recently updated versions of the following servers. • Microsoft Office Outlook® 2007 SP2 messaging and collaboration client. You must restart ZCS if you run this command. zmtlsctl. It is a free download. software.0. Any of these applications can cause . • A dedicated server for BES The server running BES should not have Windows Search or any email searching. These ports must be open for ZCB to run. scanning.1 or BlackBerry Professional Software for Microsoft Exchange 4.11 or later • ZCB connects to ZCS on ports 443 and 7071.1 as an alternative for Exchange 2003 Administration Tools to meet the BES installation requirements. The following is installed on the dedicated BES server: • Microsoft Windows® Server 2003 operating system • Microsoft Exchange Server MAPI Client and Collaboration Data Objects 1.zdb file corruption that can cause account sync issues. do not scan the folders that contain zdb files. Verify that your ZCS server’s mail port is SSL enabled.

Upgrading an existing Outlook 2003 instance to Outlook 2007 will leave references to the previous Outlook installation. BES.2. 3. along with the latest service packs. 2. you may be prompted to enter profile creation information in a Microsoft Exchange Server dialog. Press OK to skip this step. Hardware Recommendation Quad Core 16 GB RAM 500+ GB hard drive space Overview of the ZCB Installation Process Installing ZCB on the BES server is a three-part process. Install Microsoft Exchange Server MAPI/CDO 1.1 and the latest service packs. you must install MAPI/CDO. Install Microsoft Windows Server 2003 and the latest service packs. such as an Invalid properties error. it is strongly recommend to build a new ZCB environment with a clean installation of Outlook 2007. • Preparing for ZCB Installation • Install ZCB • Provisioning Accounts Preparing for ZCB Installation Before installing ZCB. Ignore any subsequent BES profile errors. It is strongly recommended that you activate Outlook 2007 after it is installed. Outlook. A clean installation will prevent any issues which can be caused by these references.1 Note: During the BES installation. and BES Use the appropriate software documentation to install the following: 1. Following this. Below is an overview of the ZCB installation process. If Outlook 2007 is not activated. after you enter your SRP information. Installing CDO. and Outlook. • Wireless devices with BES services enabled and a Zimbra Mobile license.1 or BlackBerry Professional Software for Microsoft Exchange 4. Install BlackBerry Enterprise Server for Microsoft Exchange 4.Zimbra Collaboration Suite Note: If you previously used Outlook 2003. 8 November 2009 . calendar related Outlook 2007 features may be disabled after the evaluation period. you must stop the BlackBerry Controller service.

BES. Before continuing. Stop the BlackBerry Controller Service. To install the ZCB plug-in on BES. Click Next. The BlackBerry Controller service which controls the BlackBerryAgent process is a MAPI client.msi file to start the Installation Wizard. The Confirm Installation dialog appears. and Outlook. make sure that you have completed setting up MAPI/CDO.msi format. 4. 1. In order to install ZCB. Install Outlook 2007 with Service Pack 2.Zimbra Mobile Connector for BlackBerry Enterprise Server Note: During the BES installation ignore warnings such as Exchange Server is not detected errors or Could not verify the Microsoft Exchange permissions errors. Stop the BlackBerry Controller service before continuing. 5. Accept the license agreement. all MAPI clients must be inactive. The ZCB is installed. Install ZCB The install program for ZCB is in the Windows Installer . 2. Open the . Zimbra Mobile Connector for BES 9 .

For more information about these settings. InitialCalAge. 10 November 2009 . The following default settings for syncing user’s mail and calendar can be modified from the registry keys. the registry key. The default is 24 hours.msi file before you install ZCB. • Initial age of the email messages that are added to the cache. The default is 2 days. see the Advanced Settings section. If you want to change this default before users sync their systems. The default is 2 days. The default is 30 days. • The initial age of calendar items that are initially synced.Zimbra Collaboration Suite 3. • How frequently messages are removed from the local cache. Click Next and then click Close to complete the installation. can be customized in the ZCB . • Maximum number of days email messages reside in the user’s local cache.

the following must be set up: • Create a Zimbra administrator account for BES. For 6.0. 5. Having a BES administrator account separate from the ZCS administrator account will allow you to specifically monitor BES use and statistics. Click Finish.0. using the account information from the BES Administrator account. After user accounts have been provisioned.Zimbra Mobile Connector for BlackBerry Enterprise Server Provisioning Accounts Before you can provision accounts. 4. Use the following steps to create this account.0 or later. Important: Before you can create the two mail profiles: • The BlackBerry Controller service must be stopped.0 or later. Zimbra Mobile Connector for BES 11 . For 5. Both of these profiles are configured identically. you provision user accounts. from the New drop-down menu. Go to Accounts.19 or earlier. (This is the same administrator account.0. you must delete and recreate the BES BlackBerryManager and BlackBerryServer mail profiles. 3. Following this.0 the name was changed to global administrator) • Recreate the BlackBerry Manager and BlackBerry Server mail profiles. Select Account. select Global Administrator. Creating new BlackBerryManager and BlackBerryServer profiles Before you can provision BES accounts. Creating a BES Zimbra administrator account on ZCS Create a BES administrator account on the ZCS server in order to provision user accounts. Complete the fields in the New Account dialog. 1. Log in to the Zimbra administration console. For ZCS 5. you create a global administrator account. Use the following steps to create these two mail profiles. For ZCS 6. verify that it is not running before continuing. 2. select Administrator. you restart your BlackBerry Controller service. Note: The user name and password will be used to create the BES manager and server mail profiles.0.19 or earlier you create an Zimbra administrator. Because the process of installing ZCB may have caused the BlackBerry Controller service to restart. but in 6.

2.com. Click Add. Note: This must be the mailbox host name. when creating the mail profiles. 12 November 2009 . and click Remove. Click Next. 3. • Select Secure Connection.Zimbra Collaboration Suite •If your BES profiles will be opened with Outlook. Select Zimbra Collaboration Server from the Additional Server Types list in the Additional Server Types dialog. it cannot be the proxy server. Click OK.domain. 5. and click Remove. Do not use the default. Type BlackBerryServer in the New Profile dialog. • Email Address. select Prompt for a profile to be used. This should be in the form of example. 2. 5. 7. Select Additional Server Types in the Server Type dialog. Type BlackBerryManager in the New Profile dialog. Select Additional Server Types in the Server Type dialog. Click OK. This should be in the form of adminname@example. Select the existing BlackBerryManager profile. 4. 8. Select Zimbra Collaboration Server from the Additional Server Types list in the Additional Server Types dialog. This should be set to your Zimbra Server name and port number. It must be a direct access to the mailbox server. • Password. 6. Go to Control Panel>Mail>Show Profiles. To create the BlackBerryManager profile 1. Start the Mail Control Panel applet. Click Next. type the following information: • Server Name.com:7071. 4. To create the BlackBerryServer profile 1. This should be the password of the BES administrator account that you created on the ZCS server. Select the existing BlackBerryServer profile. to create a new profile. to create a new profile. Click OK. 3. This should be the name of the BES administrator account that you created on the ZCS server. Click Add. In the Server Configuration tab in the Zimbra Server Configuration Settings dialog. ZCS proxy is not supported at this time.

This should be the name of the BES administrator account that you created on the ZCS server. (Refer to BES documentation for how to provision accounts. use BES Manager to provision user accounts and create the Activation Password. To activate a device. OTA activation is performed through the Enterprise Activation application on users’ devices.) Note: It may take several minutes before BES is able to synchronize the GAL. Once this synchronization is complete. type the following information: • Server Name. BES begins to synchronize the Global Address List (GAL). Multi-Agent Configuration When a single instance of BES used with the Zimbra Collaboration Suite Connector is expected to support more than 100 users. • Password. so you must set an activation password. Note: ZCB SMB only supports over the air (OTA) activation.domain. You may be unable to provision users until the GAL has been fully synchronized.Zimbra Mobile Connector for BlackBerry Enterprise Server 6. When your BlackBerry Controller service restarts. • Email Address. Zimbra Mobile Connector for BES 13 . See Appendix B for details about MAC. In the Server Configuration tab in the Zimbra Server Configuration Settings dialog.com. Click OK. This should be set to your Zimbra Server name and port number. This should be in the form of example. This should be the password of the BES administrator account that you created on the ZCS server. Restart your BlackBerry Controller service. ZCB syncs with the ZCS server to build a local cache of each user’s data. This should be in the form of adminname@example. the Zimbra multi-agent configuration (MAC) for BES must be used.com:7071. Activating devices When user accounts are provisioned in BES. In the multi-agent configuration. Provisioning Accounts with the BES Manager Once the GAL has finished syncing. users use the email address that was provisioned for them in BES and the enterprise activation password. For more information on provisioning accounts using the BES Manager. processing of users provisioned on BES is distributed among multiple static agents. users can activate their devices over the air (OTA). refer to your BES documentation. Larger GALs may take longer to synchronize. • Select Secure Connection.

Known issues for ZCB Zimbra engineering has identified a number of issues with the software. there are a number of resources available to help you with troubleshooting. at www. 33179 14 November 2009 ZCB does not support Zimbra Proxy . available on the Zimbra web site. Messages may display in the Event Viewer. common issues. Troubleshooting If you encounter issues with ZCB. we cover known issues. these can be ignored.zimbra. they must first wipe the device before activating their accounts. 17652 Support access to email removed from local cache. 30334 Slow sync for a user delays syncs for other users on the same server. Following are the issues that are most likely to occur. 31323 Whenever a Mailbox is deleted from the ZCS server. 21048 Unable to sync contacts database error 23677 BB Server Configuration Application “Edit MAPI Profile” button doesn’t work 29928 Appointments can disappear if meeting request is deleted. Bugs are open to correct this. In this section. The administrator must manually re-provision the account when it is moved to another server. indicating that the mailbox was deleted and is no longer a part of the waitset. the BES WaitSet returns an error of type MAILBOX_DELETED. and we are actively working to resolve them.Zimbra Collaboration Suite Important: If users reprovision their BlackBerry mobile device.com. including when zmmailboxmove is used to move mailboxes from one ZCS server to another. additional resources. Workaround is to bump up MaxInitialAge and MaxEmailAge registry values so that email messages in question are not reaped. The BES agent needs to be restarted after the account is moved. and contacting Zimbra Support. using logging control. All known bugs are listed in Zimbra’s Bugzilla database.

42126 IPv6 is not supported by ZCB and must be removed if previously installed. • SRX080703600580 — This support case outlines potential deadlock in the Microsoft mspst32. How to resolve: Zimbra Mobile Connector for BES 15 . The deadlock is more frequent with a larger number of users in BES. it is advised to run the ZCB connector repair. Either rerun the same version of ZCB .Zimbra Mobile Connector for BlackBerry Enterprise Server 35042 Either Windows Update or Outlook repair procedures may overwrite ZCB’s core modules and correspondingly break the ZCS calendar functionality. The crashes are more frequent with a larger number of users in BES. ZCB installation fails The most common installation problems are due to deviation from the step by step installation instructions outlined in this document or deviation from the installation prerequisites. After updates or repair procedures are complete. the following Microsoft Support Cases may impact ZCB installation or performance. troubleshooting tips. • SRX080703601614 — This support case outlines periodic crashes in the Microsoft mspst32.msi or from the Control Panel Add/ Remove program>ZCS Connector for BES SMB. These crashes put ZCB in a bad state which requires a restart of the server. Microsoft Support Cases Additionally. Resolving ZCB Issues The following are issues encountered when using ZCB. select Change>Repair Connector for BES SMB to run the repair. • ZCB installation fails • Devices stop receiving email • Device does not activate • Duplicate emails • Previous calendar items do not appear in Calendar The following sections describe these common issues. This deadlock puts ZCB in a bad state which requires a restart of the server.dll file.dll file. and possible resolutions.

other BES services do not start. and will output the verbose logs to out.msi installer in verbose mode. The following sections discuss these scenarios in more detail. Sometimes the following situations may arise: 16 November 2009 . BlackBerry Agent is not responding. and contacts include: • Some of the BES services are not running • BlackBerry Agent is not responding • User may not have initialized • Device needs to be rebooted. Then verify that the steps are followed in the order they are given. msiexec /i [msi-filename] /lv [output log file path name] For example. If the timing issue preventing other BES services from starting consistently occurs. ZCB interacts with one major component of BES called the BlackBerry Agent. There is a known timing issue with BES where if the database service has not started in a timely fashion. Some of the BES services are not running. These logs can be sent to Zimbra support for analysis. all BlackBerry services should be running. the following command launches the zcb<version>. BlackBerry Agent processes are controlled by a Windows service called the BlackBerry Controller. the installer can be run in verbose mode to generate debug logs. For BES to function properly.msi extension) is located. • If there are still problems with the installation. msiexec /i zcb_<version>. The BlackBerry Controller is not only responsible for launching the Agent processes but it is also responsible for making sure that this process and its multiple threads of execution are functioning properly.msi /lv out. This component is a process that is responsible for retrieving data from the mail server via ZCB. contact Research in Motion technical support for information about starting the BES services through a start-up script. Under normal situations there is a single BlackBerry Controller and a single BlackBerry Agent running in BES.Zimbra Collaboration Suite • Verify that the installation process is started with none of the prerequisite software installed and that all user applications are closed before starting the installation process for ZCB.txt in the current directory. run the following command in the folder where the installer file (this has an . calendar events. To run the installer in verbose mode.txt Devices stop receiving email Common situations where successfully activated devices stop receiving new email.

4.com. Event: NEW_MB_PCKT_NOTIFY. If this process takes more than a minute. In either of the above cases. the BlackBerry Controller terminates the BlackBerry Agent and tries to launch another Agent. this process fails.exe and Outlook. wait for BlackBerryAgent. then BlackBerry Agent has most likely crashed. then the BlackBerry Agent probably crashed. Refer to the known issues section of the document for more details. the BlackBerry Agent process is not responding. use the following steps.dmp extension. If the date that this file was created corresponds with when you believe devices stopped being able to send/receive data. User: any_user@zcs. WaitCount=1. In order to find out if the BlackBerry Agent is hanging. you may need to manually shut down these tasks.Shut down the Black Berry Controller Windows service. 3. check the BlackBerry Agent logs. WorkingTime=14 min. Server: zcs. • BlackBerry Agent process has crashed. If you search for the string *** No Response*** and find a section of the log that looks like the following. If this folder exists. Agent Logs file contains_MAGT_ in its filename. The BlackBerry Agent logs can be found in the daily logs folder for BES. Activity: Starting If your BlackBerry agent is hanging. Last Activity=14 min. We have an open support case with Microsoft regarding this issue. If you search for the string ------------------Begin Stack Trace-----------------and you find a stack trace for a particular thread.625): {0x10E0} Worker Thread: *** No Response *** Thread Id=0x514. Most of the time.exe to shut down. Handle=0x2BB0.Restart the BlackBerry Controller Windows service.Zimbra Mobile Connector for BlackBerry Enterprise Server • BlackBerry Agent is hanging. • Another way to verify a crash is to look in the BlackBerry Agent Logs. There are two ways to detect this situation.1. If the BlackBerry Agent process is not hung. [30181] (07/02 11:24:56. refer to the known issues section of this document for more details.39 [30038] (07/02 11:24:56.In the Windows Task Manager.mydomain. 2. it is possible that it has crashed.mydomain. there may be files with a .com. • The first method is to look in your %TEMP% directory to see if there is a subfolder called zco-cores. Zimbra Mobile Connector for BES 17 .BESX Version 4. 1. To manually restart the Agent.625): {0x10E0} Performing system health check (BlackBerry Mailbox Agent 1 .

To verify if this is the case. wait for BlackBerryAgent. 2. Device does not activate If a user is provisioned through the BES Manager but Enterprise Activation fails on the device. 18 November 2009 .Open up the back of the BlackBerry device.exe and Outlook. Once the user has restarted the device. BlackBerry Agent needs to be restarted from the BlackBerry Controller.myserver. To fully reboot a BlackBerry device. MAPIMailbox::MAPIMailbox(2) ResolveName[3] failed for DisplayName=’Joe Smith’.Wait a minute. giving up MAPIMailbox::MAPIMailbox(2) .Shut down the BlackBerry Controller Windows service. If only a subset of users is not receiving data on their devices. ServerDN=/ o=zcs. the following troubleshooting steps may resolve the issue. 1. If the user’s email address or display name is associated with log statements similar to those below. it is possible that some users were not initialized properly by the BlackBerry Agent. If this process takes more than a minute.com/ou=First Administrative Group/cn=Configuration/ cn=Servers/cn=zcs. Following these steps. 3. have the user follow the steps below.In the Windows Task Manager.OpenMsgStore (0x8004011d) failed. (You can check this in the Agent logs. 3. MailboxDN=jsmith@zcs. If only a subset of users are not receiving data on their device.myserver.com.) A full reboot of the BlackBerry device may resolve this situation. Device needs to be rebooted.exe to shut down. 4. you may need to manually shut down these tasks. 1. enable the wireless connection again.Place the battery back into the device. 2.Remove the battery from the device.Zimbra Collaboration Suite User may not have initialized. it could be a user-specific issue. If the user is not properly initializing. using the following steps.com/cn=Microsoft Private MDB Note: It is possible that a user was not properly initialized but the log statements are not similar to those above. This is likely if the user’s mailbox has been successfully opened by the BlackBerry Agent.Restart the BlackBerry Controller Windows service. open the Agent Logs and search for a particular user’s email address. then the user may not have been initialized properly. the user can restart the device.myserver.

3. There is a difference between the available BlackBerry Internet Service (BIS) and BES services that are offered by most carriers. • Check to make sure that the wireless carrier has enabled BES service for the device. it is possible that activating their device on BES could cause duplicate messages to be delivered to their device. you may want to delete the user from the BlackBerry Manager and add him/her again. you may need to manually shut down these tasks. other BES services do not start. contact Research in Motion technical support for information about starting the BES services through a start-up script. Sometimes Enterprise Activation credentials are not current or are not set. Also verify that the user is using the correct email address. users may need to indicate that they wish to connect their device to the BlackBerry Enterprise Server located in their corporate network. wait for BlackBerryAgent. Search for the user’s email address. restart the BlackBerry Agent using the following steps. If the Enterprise Activation problems persist. it may interfere with this process causing activation to fail. Duplicate email messages If a user has previously activated BlackBerry Internet Service (BIS) to access their corporate mail.Restart the BlackBerry Controller Windows service. open the BlackBerry Agent Logs. which can be found in the daily logs folder for BES. The Agent Logs file contains_MAGT_ in its filename. by comparing their login email with the email listed for the user in the BlackBerry Manager. When adding new users.exe to shut down. If these activation emails are not properly routed to/from that user’s account or if mail filters exist. which causes activation to fail. • Check email routing settings and email filters for that user’s account. If this process takes more than a minute. If the timing issue preventing other BES services from starting consistently occurs. assign an Enterprise Activation password before notifying the user to activate their device.exe and Outlook. For BES to function properly.In the Windows Task Manager.Zimbra Mobile Connector for BlackBerry Enterprise Server • Check that all BlackBerry services are running. • Verify that the Enterprise Activation password for the user was set and that it has not expired. If there are errors in the logs regarding initializing the user or opening their message store. • Verify that the user is properly initialized in the BlackBerry Agent. 2. Contact your carrier Zimbra Mobile Connector for BES 19 . then they may not have properly initialized. all BlackBerry services should be running. To verify this. 1. • Delete and add the user in the BlackBerry Manager.Shut down the Black Berry Controller Windows service. To resolve this issue. The initial stages of Enterprise Activation are performed through email sent from the device to BES and vice versa. There is a known timing issue with BES where if the database service has not started in a timely fashion.

If you are going to change this registry key you must remove the account and recreate it again. Remove the user’s account 2.Zimbra Collaboration Suite for instructions on disabling BIS once it has been set up. Note: Significantly increasing the MaxInitialCalAge registry key creates a larger cache.exe is installed when ZCB is installed. When their account is recreated. unless they are part of an ongoing recurring series. Previous calendar items do not appear in Calendar If a user is able to view some previous appointments. This logging control tool is in the local ID directory. the MaxInitialCalAge registry key may be preventing previous appointments from being synced. \Program files\Common Files\System\MSMAPI033. For faster performance. Once you have enabled logging and have recreated the issue. 20 November 2009 . The user may be forced to wipe his device before performing the Enterprise Activation against ZCB. Create the user’s account again. The order to do this is as follows: 1. but others appear to be missing. increasing the time to initialize the user’s account. you can then send this log to Zimbra for analysis. Logging Control should be used for all troubleshooting. you can enable the logging control tool to log errors and events that occur while they are using ZCB. If users encounter problems when accessing their Zimbra accounts using their BlackBerry mobile device. Using Logging Control for troubleshooting ZCOLogCtl. Zimbra recommends a smaller MaxInitialCalAge value. Calendar items older than the MaxInitialCalAge are not synced to users’ calendars. the new MaxInitialCalAge is applied. Set the MaxInitialCalAge to a larger value 3.

you can specify the prefix for log files. When the problem has been recreated. the logging control tool saves more than one backup log file. you can then send the log files to Zimbra. Zimbra Mobile Connector for BES 21 . In this field. Open the ZCS Connector for Blackberry Logging Control again and click Send Log to Zimbra. Enabling verbose logging creates more detailed logs. the current log is set aside and a second log is created. you can specify in what directory log files should be saved. • Keep Logging. Enabling HTTP logging logs any HTTP connections. In this field. • Log File Prefix. The default log file size is 10 megabytes. only one backup log file is saved. You can indicate the maximum size of a log file. When you enable this option. • Log File Path. • Force GAL sync completely resync the GAL and could take some time depending on the size of your GAL. • Maximum Log File Size. When the size of the log reaches the limit. Actual GAL sync is performed by BB Manager as well as BB Agent. It is important for BB controller service as well as BB manager processes to be running at the time when GAL sync is initiated by user. but may affect performance. By default. • Verbose Logging.Zimbra Mobile Connector for BlackBerry Enterprise Server The following options can be specified: • HTTP Logging.

see Configuring logging settings on page 23. StaleMessageClea nFreq REG_DWORD This registry key indicates how frequently. Key Name Value Type Description The following keys are located under HKEY_LOCAL_MACHINE\Software\Zimbra\ 22 November 2009 MaxEmailAge REG_DWORD This registry key indicates the maximum number of days an email can reside in the local cache. They should be NO. Emails older than the specified MaxEmailAge are removed from the local cache.Zimbra Collaboration Suite Note: Configure Proxy Settings is not necessary for ZCB. messages should be scanned to see if they should be removed from the local cache based on the MaxEmailAge value. Important: Before you change any registry key values. Default is 24 hours. . The default is 30 days. Advanced Settings Registry keys Below is a list of the registry keys for ZCB. in hours. performance may be affected. To further configure logging controls. Note: Enable Logging should be unchecked to disable logging when not being used for troubleshooting. If logging is on continuously. be sure to create a backup of the original registry key values.

local failures messages will be sent to the user’s device. both of these keys require more disk space for log storage. this feature is turned off. For faster performance. increasing the time to initialize the user’s account. calendar conversion requests can be serialized. Zimbra recommends a smaller MaxInitialAge value. Zimbra Mobile Connector for BES 23 . To turn this on. Calendar items older than the value of this key are not synced. Emails that are older than the specified MaxInitialAge are not initially added to the cache. Configuring logging settings ZCB logging control can be further configured by creating the following registry keys.Zimbra Mobile Connector for BlackBerry Enterprise Server Key Name Value Type Description MaxInitialAge REG_DWORD This registry key indicates the amount of mail to initially add to the cache. The default is 2 days Note: Calendar items older than the value of this key will be synced if they are part of an ongoing recurring series. The default is 2 days. set the value of this key to 1. MaxInitialCal Age REG_DWORD This registry key indicates the cut-off age for calendar items that are initially synced. If this key exists and is set to 1. CalendarSerializati on REG_DWORD To stabilize BES performance with multi-agent configuration. Additionally. Important: Creating either of the following keys can adversely affect performance. the value of this key is set to 0. Note: Significantly increasing the MaxInitialAge registry key will create a larger cache. The default is off. turnOffInboxFailur es REG_DWORD If this registry key is not set or is set to 0 (default).

http://www.com.com/rim/. are a great place to find answers to problems and issues you may be experiencing. only one backup log file is saved. If you cannot find a solution to your issue through the Zimbra or BlackBerry/Research in Motion sites. To provide the highest level of service. the BlackBerry Support Community Forums. you can use the BlackBerry Forums. 24 November 2009 . or the BlackBerry Support & Services site. you can use the following additional resources to search for information about your issue. or is persisting despite troubleshooting.blackberry.blackberryforums. you might be able to find other resources or information using a Web search.com/eng/support. The Zimbra Forums. gather the following information before contacting support.blackberry. For information on issues with the BlackBerry Enterprise Server. Some problems may not be ZCB specific issues. Enabling verbose logging will create more detailed logs. • Web Search. • BlackBerry/Research in Motion Forums. Additional Resources If your issue is not a known or common issue. A value of 1 indicates to save all backup log files.yahoo. http://supportforums. http:// www.zimbra. By default. Go to http:// search.Zimbra Collaboration Suite Key Name Value Type Description The following key should be created under HKEY_LOCAL_MACHINE\Software\Zimbra\ verboseLogging REG_DWORD This registry key indicates whether to enable verbose logging.com and search for other resources by entering a brief description of your problem. but may affect performance. The following key should be created under HKEY_CURRENT_USER\Software\Zimbra\Logging KeepLogging REG_DWORD This registry key indicates whether to save all logs. Contacting Zimbra Support Zimbra Support can be contacted at support@zimbra. A value of 1 indicates that verbose logging is enabled. • Zimbra Forums. http://na.com.com/forums.

• ZCS Configuration. CPU and RAM.exe. • Software configuration. Note: If you are running multiple agents.php?title=Creating_a_Core_Dump_from_a_Running_Process_using _WinDbg. You also need to include the BlackBerry Enterprise Server logs that are stored in daily folders. have them available for support. Information about any multi-node configuration. The BlackBerry Controller logs output the mapping of process ID to agent ID. you can manually generate a core dump to send to support. a core dump file is automatically generated. • Additional information. which could facilitate attaching WinDbg to the right process.exe process in question. described in Using Logging Control for troubleshooting on page 20. Information about any proxy servers and firewalls. be sure to select BlackBerryAgent. at http://wiki. you must attach to the particular BlackBerryAgent. If the BlackBerry Agent process is hanging. The core dump files are generated in the %TEMPT%\zco-cores folder on the server.zimbra. OS version. Note: When following these directions. The steps to generate a core dump are located in the Zimbra Wiki. • Manual Core Dumps. • BES Configuration. • Log Files. and any SQL databases. • Networking specifics. If these files exist. If the BlackBerry Agent crashes. You need to include logs generated by ZCB Logging Control. and ZCB version.exe from the list of processes instead of Outlook.com/ index. Any other information that you think may help diagnose the issue. This core dump file contains useful information for support and engineering to help diagnose a particular problem. There are two sets of logs that are very important in debugging ZCB problems. • Automatic Core Dumps.Zimbra Mobile Connector for BlackBerry Enterprise Server • General Information • Hardware configuration. BES version. Refer to the BlackBerry Enterprise Server documentation for information on how to locate and configure these logs. -------------------------------------------------------------------------------- Zimbra Mobile Connector for BES 25 . Information about multi-agent configuration.

16 or later versions to the latest ZCB GA version: 1. A clean installation prevents any issues which can be caused by these references. If you have been using Outlook 2003 completely remove Outlook 2003 and build a new ZCB environment with a clean installation of Outlook 2007. Provision user accounts with BES Manager. Zimbra recommends upgrading to SP2. Your upgrade of ZCB is now complete. Stop the BlackBerry Controller service. It is not necessary to reprovision accounts after the upgrade. Beta 4. 1. or ZCB 5. Restart the BlackBerry Controller service. To upgrade from ZCB Beta version 2 to the ZCB GA version ZCB requires Outlook 2007. 10/27/2009 26 November 2009 . Stop the BlackBerry Controller service. Accept the license agreement and continue to follow the steps in the Installation Wizard. See Provisioning Accounts with the BES Manager on page 13. as a clean installation of Outlook 2007 requires reprovisioning and reactivation of accounts. Accept the license agreement and continue to follow the steps in the Installation Wizard. Open the ZCB .msi file to start the Installation Wizard. 2.Zimbra Collaboration Suite Appendix A Upgrading BES with Latest ZCB To upgrade from ZCB Beta 3. 3. Restart the BlackBerry Controller service.msi file to start the Installation Wizard. Note: Upgrading an existing Outlook 2003 instance to Outlook 2007 leaves references to the previous Outlook installation. Microsoft has made some significant stability and performance improvements in Outlook 2007 that positively affect the ZCB experience. 4. 3. Your upgrade of ZCB is now complete. 2. Open the ZCB .0. 5.

For example. In the multi-agent configuration. Maximum # of users your BES server will support # of Messaging Agents Required 80 1 160 2 250 3 251 or more Not supported . How It Works The multi-agent configuration for BES lets you set up different combinations of number of agents and number of users per agent. Note: If you assign multiple static agents. or for faster processing use fewer agents with more users per agent. the users could be distributed among multiple agents. each one initiates a new BlackBerryAgent. for more reliability.Appendix B ZCB Supports Multi-Agent BES Configuration When a single instance of BES used with the Zimbra Collaboration Suite Zimbra Mobile Connector for BES (ZCB) is expected to support more than 100 users. Balancing users in a multi-agent configuration for better performance In a BES configuration with 250 users. the Zimbra multi-agent configuration (MAC) for BES can be used. Even though up to 100 users can be assigned to one agent. No more than 100 users should be assigned to one agent at a time and the maximum number of users that can be provisioned on BES with ZCB is 250. you could use 5 agents with 50 users per agent.exe process on BES. processing of users provisioned on BES is distributed among multiple static agents. a good balance for users per agent is shown in the following table.exe process and a new CalHelper.Use 2 or more BES servers September 2009 29 .

Click OK. To open the Registry Editor. type the value and select the Decimal option. 4. 3. use documentation available from Research in Motion (RIM). Agents are simultaneously sending conversion requests over the process boundaries to Outlook.Although the scheme with more agents is more reliable. a configuration with fewer agents gives the best performance results. the following steps distribute users to new static agents. In the Value data field. In addition. In order to prevent lockups inside of the outlook process. 6. type regedit and click OK. 2. click Start > Run. 5. Double-click NumAgents. New users are assigned the default AgentId 0. 30 September 2009 . The calendar conversion processing is performed in a separate process. HKEY_LOCAL_MACHINE\SOFTWARE\Research In Motion\BlackBerry Enterprise Server\Agents\NumAgents To change the maximum number of BlackBerry Messaging Agents. Note: For additional information. See Zimbra Collaboration Suite Connector for BlackBerry Enterprise Server guide for information about provisioning users. having more agents slows processing because extra time is spent in inter-process communication (IPC). Setting maximum number of messaging agents to run The maximum number of BlackBerry Messaging Agents that can run at a time is controlled by the following registry value. Configuring Multiple Agents You can setup the multi-agent configuration in one of the following ways: • Distribute users one at a time • Distribute users in batches of up to100 users at a time Users must be provisioned on BES before they can be reassigned to a different agent. complete the following steps: 1.exe. Close the Registry Editor. all the agents use Outlook Object Model for calendar conversion. Go to HKEY_LOCAL_MACHINE\SOFTWARE\Research In Motion\BlackBerry Enterprise Server\Agents.

Log on to BlackBerry Manager 2. Select Mailbox Agent ID. In the Navigation pane. Set the value between 200-399 to indicate a statically-assigned Agent ID for this user. select Advanced. 4.Appendix B ZCB Supports Multi-Agent BES Configuration Distribute users one at a time 1. You should not add more than 100 users at a time. 3. select Enable Static Mailbox Agent and set the static agent ID to True. In the right pane Agent section. 6. The user’s AgentId is changed to the number specified in Step 5. Multiple users can be selected and added at once. September 2009 31 . Click OK to save the changes. 5. Distribute up to 100 BES users at once When you are adding many users at once. Open the All Users tab and select a user to be assigned to a static agent and click on the selection to open the user properties page. you can use the standard “bulk add” functionality that is available on BlackBerry Manager’s Add User panel.

Example query: update UserConfig set AgentId=201 where MailboxDN LIKE ‘user@domain’ The mailbox AgentId number is a value in the range of 200-399. Start your database application to connect to the BES database engine. 32 September 2009 . 2. enter the name of your BES database engine.1. Click New Query in the menu to update the user’s AgentId setting. BESMgmt is the default. Select Databases>(BESMgmt)>Tables. 3.

4.Appendix B ZCB Supports Multi-Agent BES Configuration Add up to 100 user email addresses in one query. ----------------------------------------------------------------------------------------------- 9/28/2009 September 2009 33 . restart the BES controller. The users’ AgentID is changed to the value set in the query. Click Execute to execute and commit the changes. To do this create a script to iterate through the accounts that you batch-added through BES Manager. Note: There may be some network latency issues when you use this bulk method (Bug 34408) If you are having problems.

34 September 2009 .