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Troubleshooting: Setting up user accounts

You cannot create a user account in the BlackBerry Administration Service

Possible cause	Possible solution
The BlackBerry® Administration Service is configured to use static ports when it connects to the BlackBerry Configuration Database server, but the BlackBerry Configuration Database server uses a dynamic port.	Configure the BlackBerry Administration Service to use a dynamic port for the BlackBerry Configuration Database. On the computer that hosts the BlackBerry® Enterprise Server or BlackBerry Enterprise Server components, on the taskbar, click Start > Programs > BlackBerry Enterprise Server > BlackBerry Server Configuration. On the Database Connectivity tab, select the Use dynamic ports or specify SQL port check box. Click OK. In the Windows® Services, restart the services for the BlackBerry Administration Service.

Possible cause

Possible solution

The BlackBerry® Administration Service is configured to use static ports when it connects to the BlackBerry Configuration Database server, but the BlackBerry Configuration Database server uses a dynamic port.

Configure the BlackBerry Administration Service to use a dynamic port for the BlackBerry Configuration Database.

On the computer that hosts the BlackBerry® Enterprise Server or BlackBerry Enterprise Server components, on the taskbar, click Start > Programs > BlackBerry Enterprise Server > BlackBerry Server Configuration.
On the Database Connectivity tab, select the Use dynamic ports or specify SQL port check box.
Click OK.
In the Windows® Services, restart the services for the BlackBerry Administration Service.

You cannot find a new user account in the directory using the BlackBerry Administration Service

Possible solution

Refresh the list of available user accounts that the BlackBerry® Administration Service can access from the directory. By default, the BlackBerry Administration Service refreshes the list of available user accounts at 12:30 AM daily.

In the BlackBerry Administration Service, on the Servers and components menu, expand BlackBerry Solution topology > BlackBerry Domain > Component view.
Click Email.
Click Refresh available user list from company directory.

The background process to refresh the user list starts. The amount of time that the BlackBerry Administration Service requires to refresh the user list depends on the size of the directory.