08 Apr 10 How to fix: New Exchange users not showing up in BES Admin

Recently I created a new user in AD and created a mailbox for the user in Exchange Management Console (Exchange 2007). Immediately afterwards, on our Blackberry Enterprise Server (BES 5), we tried to create a new user (by searching for the new AD user) but it couldn’t see the user. By doing the following, we were able to successfully create the user.

Using Exchange Management Shell, execute this command on the Exchange server:

      Update-GlobalAddressList -Identity "Default Global Address List"

After running the command above, go back to the BES Admin Service (aka BAS), try to search for the user again (Create User > Enter part of their name in the Search Criteria fields > click Search). They likely still won’t show up but you’ll see a new option at the bottom labeled “Refresh available user list from company directory.” Click on that option and you’ll get a notification that the update request has been queued. Wait about 2 minutes before searching again. The user should now show up and allow you to activate them for BES.

The alternative is to wait until BES updates its addressbook…I’m not positive what the update interval is. This procedure should only be necessary if you’re creating a user and then (almost) immediately afterwards trying to activate BES on their account.

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