You Cannot Find A New User Account In The Directory Using The Blackberry Administration Service; Troubleshooting: Messaging; Messages Are Not Delivered To Blackberry Devices - Blackberry PRD-10459-016 - Enterprise Server For MS Exchange Administration Manual

Administration Guide
Possible cause
You cannot find a new user account in the directory
using the BlackBerry Administration Service
Possible solution
Refresh the list of available user accounts that the BlackBerry Administration Service can access from the directory. By
default, the BlackBerry Administration Service refreshes the list of available user accounts at 12:30 AM daily.
1. In the BlackBerry Administration Service, on the Servers and components menu, expand BlackBerry Solution
topology > BlackBerry Domain > Component view.
2. Click Email.
3. Click Refresh available user list from company directory.
The background process to refresh the user list starts. The amount of time that the BlackBerry Administration Service
requires to refresh the user list depends on the size of the directory.

Troubleshooting: Messaging

Messages are not delivered to BlackBerry devices

Possible cause
A third-party application used the BlackBerry Enterprise Server extension API to filter messages that the BlackBerry
Enterprise Server sends to BlackBerry devices.
Possible solution
1. On the computer that stores the BlackBerry Enterprise Server event logs, navigate to <drive>:\Program Files\Research
In Motion\BlackBerry Enterprise Server\Logs .
2. Search for an event that indicates a third-party application filtered a message (for example, [30425] (07/25
00:11:10.274):{0x1700} {megan.ball@blackberry.com} Message is requested to be blocked. EntryId=123786).
Possible solution
4. In the Windows Services, restart the services for the BlackBerry
Administration Service.
Troubleshooting
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