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Article ID: 111338, created on May 30, 2011, last review on May 8, 2014

  • Applies to:
  • Operations Automation 5.4


A customer created an Exchange mailbox, "," in Parallels Operations Automation (POA) Control Panel and a Blackberry account for this Exchange mailbox.

However, the corresponding POA task fails with diagnostics like those below, and the Blackberry account cannot be activated properly:

Task name Create BlackBerry account '' (id=10)
Last execution output Exception during execution of MPF or WPE request: 'Unknown error 0x80131500
[<response><errorContext description="BESUserAdmin Error. Runtime exception occured. Error code: -1."
code="0x80131500" executeSeqNo="1"><errorSource namespace="BESProvider" procedure="addUser"/>
</errorContext></response>]'.  or Task ID:          30696910
Queue name:       DomainService00081727
Task name:Create  BlackBerry account '' (id=57382)
Task description: Create BlackBerry account '' (id=57382)
Subscription ID:  1009336
Queue status:     Failed
Start not earlier than: Jan-11-2013 11:56
Method name: createBesAccountHandler on OBJREF:Exchange:0:getBESServiceProviderDummy:0
Last execution output:Provisioning request failed. Error in 'BESProvider.setOwnerInformation'.
 BESUserAdmin Error. Cannot find user: Error code: -21.
 Type: BESProvider.BESAdminException.

The task also may fail with another error message:

"Cannot add mailstore user from company directory."


"WLAN configuration not found."

Event Viewer on the Blackberry Enterprise Server (BES) contains an error like this: Event Type: Error Event Source: BlackBerry Mail Store Service [ComputerName] Event Category: None Event ID: 10000 Date: 2/25/2011 Time: 7:25:29 PM User: N/A Computer: T55-BES Description: AddAddressLookupEntry failed for SMTP Address -

Restart of the BES node helps to solve the problem with a particular Blackberry account, but the same problem will reoccur with the next Blackberry account.

This issue applies to BES 5.0 SP3 MR1 and earlier versions.


The reason for the problem is that the Blackberry Enterprise Server cannot recognize newly created Active Directory users immediately (during "Add User" operation). This is why the Blackberry Enterprise Server cannot create an account for a newly created AD user.

The Timer Manager in the BlackBerry® Administration Service controls when the BlackBerry Mail Store Service updates the contact list. By default, the BlackBerry Mail Store Service starts updating the contact list when the computer hosting the BlackBerry Administration Service displays the time as 12:30 AM. By default, the BlackBerry Mail Store Service removes old contacts from the contact list at 2:45 AM.

The BlackBerry Configuration Database create process or BlackBerry Configuration Database upgrade process specifies the schedule that the BlackBerry Mail Store Service uses to update contact lists. The schedule uses the time zone that the computer used to create or upgrade the BlackBerry Configuration Database is located in.

The schedule cannot be changed using the BlackBerry Administration Service.


The workaround for this issue is to manually refresh the user list in the Blackberry Enterprise Server using the BES Admin tool, and then restart the failed task in POA Task Manager:

  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.
  4. Find and restart failed task in POA Task Manager at Top > System Director > Task Manager.

Additional information

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