Google Apps Connector for BlackBerry Enterprise Server Installation and Administration Guide User Manual
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Troubleshooting
57
The user's cache file is not being created after adding the user to BlackBerry Enterprise
Server.
This most often occurs when a BlackBerry administrator force-purges a user from BlackBerry
Enterprise Manager. When a user is purged, the Google Apps Connector does not get
notification of these event. When the user is then re-added to the system, some Google Apps
Connector still retains the old configuration for the user and does not create a new cache for
the account.
If this problem happens, clear any old configuration data for the problem user:
1. Download and inst tool from
http://mfcmapi.codeplex.com
.
WARNING:
Use this tool very carefully. Editing the BlackBerryServer MAPI profile
incorrectly can cause your BlackBerry Enterprise Service to stop working.
2. Go to Start | Settings | Control Panel | Mail.
3. Click the Show Profiles button
4. Select the BlackBerryServer profile and select Copy
Enter a new profile name, such as
BlackBerryServer.Backup.[currentdate]
.
5. Launch MFC MAPI.
6. From the top menu, select File->Profile and click Show Profiles.
7. Double-click BlackBerryServer.
8. Look for user account in question within the list under heading Display Name with a
PR_SERVICE_NAME of: “
GSync_Delegate
”
WARNING:
Never delete the primary MAPI profile entry with a PR_SERVICE_NAME of:
“
GSync
”
9. Right-click the specific user entry and select Delete Service.
10. Close all MFC MAPI Windows
After you have removed the entry, add the user again as usual, using the BlackBerry Manager
application.
The device will not activate and previous suggestions don’t help.
Common Enterprise activation issues can be found in article KB1385
There are many models of BlackBerry devices and different versions of the OS running on the
device. If you run into an issue with a specific device or user account that you can not resolve,
try activation with another device or against another user to see if the issue is specific to the
device or to an individual user.
Also, you can try resetting factory defaults, or upgrading the device OS:
For more information on how to reset the device to factory defaults, see article KB17215 in the