• BlackBerry® Enterprise Server for Microsoft® Exchange
• SDR43841
• SDR33501
• SDR210297

The BlackBerry Enterprise Server cannot send or receive email messages to or from the BlackBerry smartphone after the BlackBerry smartphone user′s Microsoft® Exchange Server mailbox has been moved to another mailbox store on the same Microsoft Exchange Server.

The BlackBerry smartphone user′s mailbox has been moved from one mailbox store to another mailbox store on the same Microsoft Exchange Server. The BlackBerry Enterprise Server continues to try to access the previous location of the mailbox.

To resolve this issue, restart the BlackBerry Enterprise Server services.

Important: Restarting the BlackBerry Enterprise Server delays email message delivery to BlackBerry smartphones. For more information, see KB04789.

Restarting the BlackBerry Enterprise Server re-establishes the Messaging Application Programming Interface (MAPI) session with the Microsoft Exchange server and provides the correct mailbox location to the BlackBerry Enterprise Server.

To re-initialize the MAPI sessions with the BlackBerry smartphone user′s mailbox, not all services must be restarted. The BlackBerry Dispatcher should be restarted first, followed by the BlackBerry Controller. The BlackBerry Dispatcher calculates how many BlackBerry smartphone users are allocated to each BlackBerry Messaging Agent if there have been a large number of BlackBerry smartphone user moves. The BlackBerry Controller disconnects all MAPI sessions when stopped and re-initializes them when restarted.

Note: The ScanGAL process runs automatically every 12 minutes on the BlackBerry Enterprise Server.

To work around this issue, perform one of the following actions:

• Assign the affected BlackBerry smartphone user to a static BlackBerry Messaging Agent in the BlackBerry Manager. The BlackBerry Messaging Agent establishes a MAPI session with the Microsoft Exchange Server and receives the correct mailbox location for the BlackBerry smartphone user. For more information, see KB12766.
• Move the BlackBerry smartphone user′s mailbox to another Microsoft Exchange Server. Then move the BlackBerry smartphone user′s mailbox back to the original Microsoft Exchange Server and to the new mailbox store.
• Move the BlackBerry smartphone user to another BlackBerry Enterprise Server in the same BlackBerry Domain, if available.
  

If the BlackBerry smartphone user′s mailbox has been moved to a different Microsoft Exchange Server, the BlackBerry Enterprise Server should recognize this change after a short period of time. If the BlackBerry Enterprise Server does not recognize the change, run the handheldcleanup.exe utility from the default mailbox location. For more information on the handheldcleanup.exe utility, see KB00140.

If there is only one BlackBerry smartphone user on a particular MAPI session, the BlackBerry Enterprise Server will detect the mailbox move.