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Installation and Administration Guide Troubleshooting Failed to load PIM Sync data for user Description This message appears when the BlackBerry Enterprise Transporter cannot load the user account information from the organizer synchronization tables in the source BlackBerry Configuration Database. Possible solution Check the BlackBerry Enterprise Transporter log file for Microsoft SQL Server errors to identify which tables in the BlackBerry Configuration Database were affected. If possible, correct the problem and try to move the user account again. Incomplete SWITCH_SERVICE command data Description This message appears when the BlackBerry Enterprise Transporter cannot queue a switch service command for the user account. Possible solution Try performing the following actions: • Review the BlackBerry Messaging Agent log file for the destination BlackBerry Enterprise Server to determine why the BlackBerry Enterprise Server did not queue a switch service command automatically. • Verify that the routing information for the user account on the source and destination server is not blank or null, and that the configuration ID for the user account on the destination server is greater than 0. User account status: Skipped On the Report tab, this status message appears for user accounts that were previously moved to the destination BlackBerry Enterprise Server. User validation warning messages Invalid PIN Description This message appears when the user account has an invalid, null, or 0 PIN, which indicates that the user account is not active. The BlackBerry Enterprise Transporter can move the user account, but IT administration commands do not complete, and you must activate the user account after the migration to the destination BlackBerry Enterprise Server. 69

Section	Page
BlackBerry Enterprise Transporter	6
BlackBerry Enterprise Transporter modes	6
Options for migrating user accounts	7
Data that the migration process does not move	8
Validation that the BlackBerry Enterprise Transporter performs	10
Global validation	10
User validation	10
What's new in BlackBerry Enterprise Transporter 5.0.4	11
System requirements	12
System requirements: BlackBerry Enterprise Transporter	12
Installation considerations	13
Supported environments	14
BlackBerry Enterprise Transporter compatibility matrix for the BlackBerry Enterprise Server for Microsoft Exchange and the BlackBerry Enterprise Server for IBM Lotus Domino	15
BlackBerry Enterprise Transporter compatibility matrix for the BlackBerry Enterprise Server for Novell GroupWise	16
BlackBerry Enterprise Transporter compatibility matrix for the BlackBerry Enterprise Server Express, BlackBerry Professional Software, and BlackBerry Enterprise Server Small Business Edition	17
Unsupported features and environments	19
Required permissions in an IBM Lotus Domino environment	20
Replicating IBM Lotus Domino databases	21
Installing or upgrading the BlackBerry Enterprise Transporter	22
Install or upgrade the BlackBerry Enterprise Transporter	22
Configuring the BlackBerry Enterprise Transporter	23
Configure how long the BlackBerry Enterprise Transporter waits for the Microsoft SQL Server to process commands	23
Encrypt the information about database connections in the BlackBerry Enterprise Transporter configuration file	24
Configure the BlackBerry Enterprise Transporter to skip certificate validation	25
Preparing the source MDM domain for the migration process	26
Preparing the destination MDM domain for the migration process	28
Premigration considerations	30
BlackBerry Enterprise Server compatibility	30
Moving user accounts to a destination BlackBerry Enterprise Server 5.0 or later	30
Moving user accounts to a destination BlackBerry Enterprise Server 4.1.4 to 4.1.7	30
Moving user accounts to a destination BlackBerry Enterprise Server 4.1 to 4.1.3	31
Moving user accounts to a destination BlackBerry Enterprise Server 4.0.7	33
Moving user accounts to a destination BlackBerry Enterprise Server 4.0 to 4.0.6	34
BlackBerry Device Software compatibility	35
Moving user accounts to a destination BlackBerry Enterprise Server 5.0 or later	35
Moving user accounts to a destination BlackBerry Enterprise Server 4.1.4 to 4.1.7	36
Moving user accounts to a destination BlackBerry Enterprise Server 4.1 to 4.1.3	38
Moving user accounts to a destination BlackBerry Enterprise Server 4.0.7	39
Moving user accounts to a destination BlackBerry Enterprise Server 4.0 to 4.0.6	40
Moving user accounts from a BlackBerry Enterprise Server Express to a BlackBerry Enterprise Server	42
Moving user accounts from a BlackBerry Enterprise Server or BlackBerry Professional Software to a BlackBerry Enterprise Server Express	43
Preparing to move user accounts	44
Create the manifest file	44
Configure the source and destination instances of the BlackBerry Configuration Database	44
Configure the default settings to apply to the user accounts that you migrate	45
Configure the BlackBerry Enterprise Transporter to send notification email messages to user accounts	47
Configure how long the BlackBerry Enterprise Transporter tries to open a connection to the source BlackBerry Configuration Database and the destination BlackBerry Configuration Database	47
Selecting the user accounts to move to the destination MDM domain	49
Live mode: Selecting user accounts to migrate	49
Search for and select user accounts to move	49
Import a file with email addresses	50
Add the information for a single user account	50
Bulk mode: Selecting user accounts to migrate	51
Enable bulk mode to select all user accounts that are associated with a source BlackBerry Enterprise Server	51
Configure the default settings to apply to specific user accounts	52
Moving user accounts	54
Preview the migration process	54
Move user accounts to a different MDM domain	54
View the latest BlackBerry Enterprise Transporter log file	56
Running the BlackBerry Enterprise Transporter from the command prompt	57
Preview the migration process using the command prompt	57
Move user accounts to a different MDM domain using the command prompt	59
Return user accounts to the source MDM domain	61
Troubleshooting	62
Configuration errors and warnings	62
The BlackBerry Enterprise Transporter cannot connect to the BlackBerry Administration Service	62
Configuration file error	62
XML Manifest Failed to Load	63
Destination 5.0 server found but unable to find BUA installation	63
One or more user accounts do not have a Destination Server set	64
Troubleshooting preview errors	64
ERROR: Destination contains servers older than 5.0	64
Application error messages	64
Failed to initialize <source/destination> database connection	64
No users found in manifest, shutting down	65
Manifest Validation Error	65
User validation error messages	66
No users have been activated on destination server - user may lose some device functionality	66
Destination server does not support the current encryption scheme	66
User not found in source	66
User already exists in destination	67
SrcRoutingInfo is null or empty	67
The UserId cannot be preserved	67
<email_address> Skipping WLAN configuration due to empty WLANBaseConfigSet: ConfigName	68
<email_address> Unable to parse device version string: \	68
<email_address> Failed to load UserConfig row for user	68
<email_address> Failed to load PIM Sync data for user	69
<email_address> Incomplete SWITCH_SERVICE command data	69
User account status: Skipped	69
User validation warning messages	69
Invalid PIN	69
User status on the source BlackBerry Enterprise Server instance is not \	70
Troubleshooting migration errors	70
User migration failed messages	70
VALIDATION / FAILED	70
MIGRATION / FAILED	71
SWITCH_SERVICE / FAILED	71
User migration completed with warning messages	71
SET_IT_POLICY / FAILED	71
Any other task / FAILED or NOT_STARTED	72
User migration pending error messages	72
SWITCH_SERVICE or SET_IT_POLICY / PENDING	72
IT policy error messages	73
Last IT Policy Command Failed or Pending	73
IT Policy might not be applied successfully to a BlackBerry device	73
User account status: Skipped	74
User account status: MigrationSkippedDueToValidationFailure	74
Port information for the BlackBerry Enterprise Server Resource Kit tools	75
Port information for tools that connect to the BlackBerry Configuration Database	75
Port information for tools that connect to the BlackBerry Administration Service, BlackBerry Administration API, and BlackBerry Web Services	76
Port information for the BlackBerry System Log Monitoring and Reporting Tool	77
Port information for the BlackBerry Message Receipt Confirmation Tool	77
Glossary	78
Legal notice	79

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email_address

> Failed to load PIM Sync data for user

Description

This message appears when the BlackBerry Enterprise Transporter cannot load the user account information from the

organizer synchronization tables in the source BlackBerry Configuration Database.

Possible solution

Check the BlackBerry Enterprise Transporter log file for Microsoft SQL Server errors to identify which tables in the

BlackBerry Configuration Database were affected. If possible, correct the problem and try to move the user account again.

email_address

> Incomplete SWITCH_SERVICE command data

Description

This message appears when the BlackBerry Enterprise Transporter cannot queue a switch service command for the user

account.

Possible solution

Try performing the following actions:

•

Review the BlackBerry Messaging Agent log file for the destination BlackBerry Enterprise Server to determine why the

BlackBerry Enterprise Server did not queue a switch service command automatically.

•

Verify that the routing information for the user account on the source and destination server is not blank or null, and

that the configuration ID for the user account on the destination server is greater than 0.

User account status: Skipped

On the Report tab, this status message appears for user accounts that were previously moved to the destination BlackBerry

Enterprise Server.

User validation warning messages

Invalid PIN

Description

This message appears when the user account has an invalid, null, or 0 PIN, which indicates that the user account is not

active. The BlackBerry Enterprise Transporter can move the user account, but IT administration commands do not

complete, and you must activate the user account after the migration to the destination BlackBerry Enterprise Server.

Installation and Administration Guide

Troubleshooting