FAQ - Enterprise Server Errors
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1. How do I resolve a Winsock error: 11001 message in the debug log?
Winsock error: 11001 appearing in the debug log indicates that there is a problem with the DNS resolution within the server. To check the DNS server, complete the following steps:
For further assistance with Winsock errors go to the Microsoft support site: http://search.support.microsoft.com/kb/c.asp?ln=en-us Back to top
2. How do I resolve a Winsock error: 10060 message in the debug log?
Winsock error: 10060 appearing in the BlackBerry Enterprise Server debug log indicates that the server is having troubles connecting through the Internet. To resolve this, verify the following:
 | That Port 3101 is open for bi-directional, outbound initiated traffic. |
| That the Internet connection is working properly; that other services using the Internet connection are not having any timing-related issues or performance problems. |
For further assistance with Winsock errors go to the Microsoft support site:
http://search.support.microsoft.com/kb/c.asp?ln=en-us Back to top
3. How do I resolve a Winsock error: 10054 message in the debug log?
Winsock error: 10054 appearing in the BlackBerry Enterprise Server debug log indicates that the remote host forcibly closed a connection. This normally results if the peer program on the remote host is suddenly stopped or the host is rebooted. To resolve this, verify the following:
| That Port 3101 is open for bi-directional, outbound initiated traffic. |
| That the Internet connection is working properly. |
For further assistance with Winsock errors go to the Microsoft support site:
http://search.support.microsoft.com/kb/c.asp?ln=en-us Back to top
4. How do I resolve a Winsock error: 10091 message in the debug log?
Winsock error: 10091 appearing in the BlackBerry Enterprise Server debug log indicates that the Windows Sockets implementation cannot function because the underlying system it uses to provide network services is currently unavailable To resolve this, verify the following:
| That the appropriate Windows Sockets DLL file is in the current path. Go to the Microsoft website for further information concerning your environment. |
| That more than one Windows Sockets implementation is trying to being used simultaneously. If there is more than one WINSOCK DLL on the system, confirm the first one in the path is appropriate for the network subsystem currently loaded. |
| That all components are currently installed and configured correctly. |
For further assistance with Winsock errors go to the Microsoft support site:
http://search.support.microsoft.com/kb/c.asp?ln=en-us Back to top
5. How do I resolve a Winsock error: 10061 message in the debug log?
Winsock error: 10061 appearing in the BlackBerry Enterprise Server debug log indicates that the Windows Sockets implementation cannot function because the underlying system it uses to provide network services is currently unavailable. To resolve this, verify the following:
| That Port 3101 is open for bi-directional, outbound initiated traffic. |
| That the Internet connection is working properly. |
For further assistance with Winsock errors go to the Microsoft support site:
http://search.support.microsoft.com/kb/c.asp?ln=en-us Back to top
6. How do I resolve an error 2140 when starting the BlackBerry Service?
The following information will be displayed in the debug log:
| MAPI Logon EX |
| No Service Name |
| Authentication Failed |
| Using "Default" MAPI Profile |
Use this information to complete the following steps:
1. MAPI Logon EX:
Confirm that the BESAdmin account has the following:
| Domain Administration group |
| Log on Locally, Log on as a Service |
| Microsoft Exchange permissions |
| MAPI profile |
2. No Service Name:
The server name listed in the BlackBerry Enterprise Server does not match the Registry
| In Microsoft Exchange Administrator: right-click the Configuration container and select BlackBerry Servers > System Info. Compare the information listed with the information listed in the Registry HKEY_LOCAL_MACHINE/Software/Research In Motion/BlackBerry/Server |
| Note: | Any changes can be made directly in the Registry |
No SRP Authentication Key or Identifier:
| In Microsoft Exchange Administrator: right-click the Configuration container and select BlackBerry Servers > System Info. Confirm the SRP information is listed in the Microsoft Exchange Administrator. |
3. Authentication Failed: An incorrect SRP Authentication Key and/or SRP Identifier has been used. >
| In Microsoft Exchange Administrator: right-click the Configuration container and select BlackBerry Servers > System Info. Confirm the information is corrected. |
5. Using "default" MAPI profile:
The BESAdmin MAPI profile is not correct; to resolve this you must recreate the MAPI Profile, following these steps:
| Note: | If the correct information has been entered, both the Microsoft Exchange Server and the Mailbox name will be underlined. |
- Select Apply.
- Select OK.
- Select option to add to the startup group (if preferred).
- Select Finish. Back to top
7. I found the following in my Debug log: MAPI_E_LOGON_FAILED (80040111). What does it mean?
The MAPI_E_LOGON_FAILED message means that there was a problem logging onto the email account in question. To resolve this, verify the following:
| If passing a profile name in the logon line, confirm the profile exists on the computer where the logon line runs. |
| To logon to a mailbox, specify the owner of the mailbox as someone that has an account on the Windows NT Domain, or someone that has logon permissions to that mailbox |
| Confirm the account logged into under IIS has "Log on Locally" rights to the IIS computer. These rights are granted through the "User Manager" on the IIS computer |
| IIS version 4.0 has an additional feature that allows for password synchronization between IIS 4.0 and the computer user accounts. Password synchronization should only be used with the user account defined by the local computer, not with user accounts on remote computers. This feature will not work to authenticate an anonymous user to a remote Microsoft Exchange server. |
Please refer to Microsoft article Q181739 for more detailed information. Back to top
8. I receive error 5302 when I try to start the BlackBerry Service. What does this message mean?
This message is received if an incorrect MAPI profile is inserted during installation of the BlackBerry Enterprise Server. To fix this situation follow the steps below:
9. I receive error 5401 when I try to start the BlackBerry Service. What does this message mean?
An error message 5401 when trying to start the BlackBerry Service means that one of the following setting problems could exist:
| Incorrect MAPI profile |
| The BlackBerry Enterprise Server has been removed |
| Incorrect server name |
| Incorrect Admin mailbox |
To verify this information, complete the following steps:
| Note: | If no users have been added to the server, remove the server and re-add it with a new name. Add that new name to the Registry. |
The Admin mailbox displayed in the System Info must be the correct Admin account (i.e. BESAdmin). If the information is incorrect you will need to remove and re-add the BlackBerry Enterprise Server using the correct information. Back to top
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