BES 5.0 - Blackberry phone will not sync calendar to Outlook

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How to troubleshoot one-way wireless calendar synchronization

from the BlackBerry smartphone to Microsoft Outlook

Article ID: KB05270

Type: Support Content

Last Modified: 11-29-2010

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Product(s) Affected:

• BlackBerry® Enterprise Server for Microsoft® Exchange
• BlackBerry® Smartphones

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Jump to: Overview | Environment | Cause | Resolution | Additional Information

Overview

Only one-way wireless calendar synchronization occurs from the Microsoft Outlook calendar to the calendar on the BlackBerry smartphone. The calendar data does not synchronize from the smartphone to the Microsoft Outlook calendar.

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Environment

• BlackBerry® Enterprise Server 2.1 to 5.0 SP1 for Microsoft® Exchange
• BlackBerry® Enterprise Server Express 5.0 SP1
• BlackBerry smartphones
• Microsoft® Exchange Server 5.5 to 2010
• Microsoft® Outlook®

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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.
5. The Microsoft Exchange Server's Public Folder database is not mounted.

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Resolution

Cause 1

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

Resolution 1

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® Mobile Data System Services - Apache Tomcat™ Service).

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

1. In Administrative Tools, select Services. Double-click the BlackBerry Enterprise Server services.
2. From the Log On As 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 one of the following articles:
     • For BlackBerry Enterprise Server 3.6, see KB04334.
     • For BlackBerry Enterprise Server 4.0 to 5.0, 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.

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Cause 2

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

Resolution 2

To update 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 Microsoft Exchange System Manager, right-click the Microsoft 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 BlackBerry Enterprise Server 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 the Microsoft 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 BlackBerry Enterprise Server service account.
11. Click Apply, then click OK.
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 Enterprise Server is installed on a domain controller, verify that Administratorsis listed.

Microsoft Exchange Server 5.5

1. In Exchange Administrator, enable the Service Account Admin permission for the new BlackBerry Enterprise Server service account in both the Site and Configuration containers.
   For more information, see KB00886. For more information on setting permissions on Microsoft Exchange Server 5.5, visit the Microsoft Support web site.

Microsoft Exchange Server 2007

1. Open the Microsoft Exchange Shell by going to Start > Programs > Microsoft Exchange Server 2007 > Exchange Management Shell.
2. To set the Exchange View Only Administrator role, type the following command:
   add-exchangeadministrator BESAdmin -role ViewOnlyAdmin
   where BESAdmin is the name of the BlackBerry Enterprise Server service account.
   To check the Exchange View-Only Administrator role, type the following command:
   get-exchangeadministrator | Format-List
   The BlackBerry Enterprise Server service account should be displayed with a ViewOnlyAdmin role.
3. To set the Send As, Receive As, and Administer Information Store permissions, type the following command:
   get-mailboxserver server_name | add-adpermission -user BESAdmin -accessrights GenericRead, GenericWrite -extendedrights Send-As, Receive-As, ms-Exch-Store-Admin
   where server_name is the name of the Microsoft Exchange Server 2007 or Microsoft Exchange Cluster, and BESAdmin is the name of the BlackBerry Enterprise Server service account.
   To check the Send As, Receive As, and Administer Information Store permissions, type the following command:
   get-mailboxserver server_name | get-ADpermission -user BESAdmin | Format-List
   Where server_name is the name of the Microsoft Exchange Server 2007 or Microsoft Exchange Cluster and BESAdmin is the name of the BlackBerry Enterprise Server service account.
   Important: Make sure that the BlackBerry Enterprise Server service account is not a member of any Microsoft® Active Directory® groups that have the required permissions denied. For more information, see KB04557.

Microsoft Exchange Server 2010

1. Click Start > Programs > Microsoft Exchange Server 2010 > Exchange Management Shell.
2. In the command prompt window, type the following two commands and then press ENTER:
   Get-MailboxDatabase | Add-ADPermission -User "BESAdmin" -AccessRights ExtendedRight -ExtendedRights Receive-As, ms-Exch-Store-Admin
   and
   Add-RoleGroupMember "View-Only Organization Management" -Member "BESAdmin"
   Note: When creating a new mailbox database for Microsoft Exchange, then step 2 for Microsoft Exchange Server 2010 will need to be repeated.

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Cause 3

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

Resolution 3

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

For Microsoft Exchange Server 2010

1. Verify Maintenance Release 1 for BlackBerry Enterprise Server 5.0 SP1 has been applied.
2. Verify MAPI client and one of the CDO 1.2.1 versions 6.5.8146.0 to 6.5.8165 is installed.

For Microsoft Exchange Server 2007 SP2

1. Verify Service Pack 1 for BlackBerry Enterprise Server 5.0 has been applied.
2. Verify Maintenance Release 1 for BlackBerry Enterprise Server 5.0 SP1 has been applied.

For Microsoft Exchange Server 2007 SP1 and below

1. Go to Control Panel > Add or remove programs on the BlackBerry Enterprise Server.
2. Verify that Messaging API and Collaboration Data Objects 1.2.1 is present.
3. If not present, download and install the Exchangemapicdo.exe 1.2.1 installer package from the Microsoft support site.

For Microsoft Exchange Server 2000 and Microsoft Exchange Server 2003

1. Go to the Exchsrvr\bin directory to check the version of the CDO.DLL file on the 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.

For Microsoft Exchange 5.5

1. Go to the System32 directory to check the version of the CDO.DLL file on the 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 theCDO.DLL file is registered, see KB04912.

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Cause 4

The BlackBerry Enterprise Server service account is a Domain Administrator.

Resolution 4

Verify that the BlackBerry Enterprise Server service account is not a Domain Administrator, if it is remove it from the Domain Administrator group. Once the service account has been removed from the Domain Administrator group, it might take several hours for the deny permission to clear from the cache and the calendar function to begin to work.

Note: In some situations, the flag held on the account in Microsoft Active Directory is not removed after removing the Domain Administrator from the Group Membership. If this is suspected, then please seeKB04293, for steps on how to switch the BlackBerry Enterprise service account.

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Cause 5

The Microsoft Exchange Server's Public Folder database is not mounted.

Resolution 5

Mount the Public Folder database on the Microsoft Exchange Server.

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Additional Information

If the BlackBerry Enterprise Server service account is a member of any protected group such as the Domain Administrator or Enterprise Administrator groups, the Send As permission will be expressly denied from the Microsoft Exchange mail store. Without the Send As permission, the BlackBerry Enterprise Server will not be able to update the BlackBerry smartphone user’s calendar on the Microsoft Exchange Server. Verify that the BlackBerry Enterprise Server service account does not inherit this role from Microsoft Active Directory groups, is not a member of any protected group, or does get any protected group inherited in the Microsoft Exchange System Manager or Microsoft Exchange Management Console.

See KB02466 for more information on one-way calendar synchronization when connected to BlackBerry Enterprise Server 3.5.

See KB03784 for more information on the Windows Server® 2003 domain controller memory leak that affects wireless calendar synchronization.

For more information on assigning Microsoft Exchange Server permissions for 2003, see KB821897, or visit the Microsoft Support website at www.microsoft.com and search for "How to assign service account access to all mailboxes in Microsoft Exchange Server 2003".