• BlackBerry® Enterprise Server for Microsoft® Exchange
• BlackBerry® Professional Software

The following error message appears in the application log or Messaging Agent log (MAGT) when starting BlackBerry Enterprise Server or BlackBerry Professional Software:

Service failed to start, generating error 5305.

The BlackBerryAgent.exe process fails to load and BlackBerry smartphone users assigned to the affected BlackBerry Messaging Agent(s) will appear in a Not Started state.

The error message may occur for one of the following reasons:

1. The Information Store was not started.
2. The Messaging Application Programming Interface (MAPI) profile was created with a profile wizard.
3. The organization′s security settings are configured to prompt for a password.
4. The service account for BlackBerry Enterprise Server or BlackBerry Professional Software has been deleted.
5. The location of the administration mailbox has not been updated.
6. The service account for BlackBerry Enterprise Server or BlackBerry Professional Software is not configured correctly.
7. The operating systems are different on the computer hosting the Microsoft® Exchange Server and the computer hosting the BlackBerry Enterprise Server or BlackBerry Professional Software.
8. The service account for BlackBerry Enterprise Server or BlackBerry Professional Software failed to find its own mailbox in the Global Address List.

Cause 1

The Information Store was not started on the Microsoft® Exchange Server where the BlackBerry Enterprise Server administration mailbox resides.

Resolution 1

In Services, start Information Store.

Cause 2

A MAPI profile created with a profile wizard can cause the following issues that result in a 5305 error:

• The profile wizard returns more than one mailbox
• The Microsoft Exchange Server does not store the mailbox
• A method of authentication other than Windows NT® Password Authentication is used

Resolution 2

Complete one of the following resolutions:

BlackBerry Enterprise Server software versions 2.0 to 3.6

1. Click Start > Programs > BlackBerry Enterprise Server > Edit BES MAPI Profile or Edit the MAPI Profile for > BlackBerry Server <servername>.

2. Type the correct Microsoft Exchange Server and mailbox names.

BlackBerry Enterprise Server software versions 4.0 to 5.0

1. Click Start > Programs > BlackBerry Enterprise Server > BlackBerry Server Configuration.
2. Click the BlackBerry Server tab.
3. Click Edit MAPI Profile and type the correct Microsoft Exchange Server and mailbox names.

BlackBerry Professional Software

1. Click Start > Programs > BlackBerry Professional Software > BlackBerry Server Configuration.
2. Click the BlackBerry Server tab.

3. Click Edit MAPI Profile and type the correct Microsoft Exchange Server and mailbox names.

Cause 3

The security settings in the MAPI properties are configured to prompt for a password and Distributed Password Authentication is used.

Resolution 3

Change the MAPI authentication method to Windows NT Password Authentication.

Go to Control Panel > Mail > Show Profiles > Properties > Microsoft Exchange Server Properties > Advanced. The Logon network security drop-down list should read NT Password Authentication.

To view and edit the MAPI profile, complete one of the following resolutions:

BlackBerry Enterprise Server software versions 2.0 to 3.6

1. Click Start > Programs > BlackBerry Enterprise Server > Edit BES MAPI Profile or Edit the MAPI Profile for > BlackBerry Server <servername>.

BlackBerry Enterprise Server software versions 4.0 to 5.0

1. Click Start > Programs > BlackBerry Enterprise Server > BlackBerry Server Configuration.
2. Click the BlackBerry Server tab.
3. Click Edit MAPI Profile.

BlackBerry Professional Software

1. Click Start > Programs > BlackBerry Professional Software > BlackBerry Server Configuration.
2. Click the BlackBerry Server tab.
3. Click Edit MAPI Profile.

Cause 4

The service account for BlackBerry Enterprise Server or BlackBerry Professional Software was deleted.

Resolution 4

Recreate or restore the service account from a backup file. For more information on creating a service account, see KB04293.

Cause 5

The mailbox of the service account for BlackBerry Enterprise Server or BlackBerry Professional Software was migrated to a new server and its location has not been updated through directory replication.

Resolution 5

For BlackBerry Enterprise Server software versions 4.0 to 5.0, and BlackBerry Professional Software, run the HandheldCleanup.exe utility using the -u switch. For more information, see KB00140.

Cause 6

The service account for BlackBerry Enterprise Server or BlackBerry Professional Software is not configured correctly in a Microsoft Exchange 2000 or 2003 environment because permissions and group membership for the service account are incorrect or missing.

Resolution 6

Grant the BlackBerry Enterprise Server service account all required permissions and group memberships while avoiding possible conflicts with existing Group Policies. See the BlackBerry Enterprise Server Installation and Getting Started Guide or BlackBerry Professional Software Getting Started Guide for more information.

Cause 7

Microsoft Exchange Server has been upgraded to Windows Server 2003 with Microsoft Exchange 2003. The BlackBerry Enterprise Server or BlackBerry Professional Software is installed on a computer that is running Windows Server 2000 and Microsoft Exchange 2000 System Manager.

Resolution 7

Install Microsoft Exchange 2003 System Manager on the server hosting the BlackBerry Enterprise Server or BlackBerry Professional Software to upgrade the MAPI subsystem.

Cause 8

The service account for BlackBerry Enterprise Server or BlackBerry Professional Software does not have access to the Global Address List or the service account is not visible in the Global Address List. This is typical in hosted environments where the Global Address List needs to be isolated to separate organizations that buy the hosted services.

Resolution 8

1. Make the service account visible in the Global Address List.
2. Grant the service account unrestricted access to the Global Address List so it can resolve its own mailbox location and those of all BlackBerry smartphone users.