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Unable to add users to a BlackBerry Professional Software (BPS) installation
Issue
When attempting to add a user to a BPS installation, an error is returned indicating that all available user licenses are already used, despite no users being listed in the BlackBerry Manager, or fewer users than licenses are available for.
Cause
This can be caused by the incorrect permissions being configured on the Exchange server: when a user account is removed from the BlackBerry server, this requires that information be removed from the user's Exchange mailbox, including AES encryption details among other things. Should the BesAdmin service account not have the ability to 'Administer the Information Store' this process will fail and despite the fact that the user is no longer listed within the BlackBerry Manager, that user will still have an entry in the underlying SQL database. This information is not removed from the database until it receives confirmation from the Exchange server that the information has been removed. If the permissions are not configured correctly, this database entry effectively becomes 'orphaned'.
Resolution
Ideally, the resolution is to configure the permissions correctly. For detailed information on how to do this view these articles:
Exchange 2003 - http://blog.brightpointuk.co.uk/bes-41x-50-exchange-2003-pre-requisites
Exchange 2007 - http://blog.brightpointuk.co.uk/bes-41x-50-exchange-2007-pre-requisites
The issue can be resolved by manually editing the SQL database to remove the orphaned database entry. This guide only applies to the MSDE database installation, not a separate SQL Server installation.
On the Blackberry Server, open a Command Prompt window and type in:
osql –E (enter)
A SQL command prompt will be displayed. Now type in the following commands:
1> use BESMgmt 2> select DisplayName from UserConfig 3> go
(the display name will be returned here) followed by the line
(1 row affected)
Now type in:
1> delete from UserConfig where DisplayName="James Liddiard" 2> go
(Note, here you will need to replace “James Liddiard” with the name of your user. DO use double quotes around the name)
Type quit to exit the SQL command instance. That should resolve the problem. A reboot may be in order for good measure.
UPDATE - the same procedure can be followed on a BlackBerry Enterprise Server Express installation. Follow the same steps, but to access the SQL command prompt, use:
sqlcmd -S .\BLACKBERRY
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