You cannot add or remove a user in BlackBerry Administration Service (BAS) console

Symptoms
When you try to add or remove a Blackberry Enterprise Server (BES) user in the BlackBerry Administration Service (BAS) console, you receive one or more of the following error messages:

The BlackBerry Administration Service cannot find the records you were looking for. All users matching the search criteria have been created. Verify the search criteria you specified and try again.

Request cannot be completed.

The BlackBerry Administration Service cannot find the records that you were looking for. Verify the search criteria that you specified and try again.
Cause
This issue occurs if one or more of the following conditions are true:
  • The account is pending deletion.
  • A connection problem exists between the server that is running BES and the server that is running Microsoft Exchange Server.
Resolution
To resolve this problem, use one of the following methods, as appropriate for your situation.

Method 1

BES accounts can require up to 15 minutes to be purged from the server. After the user has been deleted for 15 minutes, you can permanently delete the user. To do this, follow these steps:
  1. Log on to the BAS console.
  2. Expand the User section, and then select Manage Users.
  3. In the main window, click Advanced Search Option.
  4. Change the Queued removal of BlackBerry services value to True.
  5. Click Search to view the accounts that are waiting to be deleted from the BES server.
  6. Click the display name of the account, and then click Immediate removal of BlackBerry services.

Method 2

If multiple users cannot be added to the BAS console, escalate this issue to Microsoft Online Support Services together with the details about the affected users.



More information
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The information and the solution in this document represents the current view of Microsoft Corporation on these issues as of the date of publication. This solution is available through Microsoft or through a third-party provider. Microsoft does not specifically recommend any third-party provider or third-party solution that this article might describe. There might also be other third-party providers or third-party solutions that this article does not describe. Because Microsoft must respond to changing market conditions, this information should not be interpreted to be a commitment by Microsoft. Microsoft cannot guarantee or endorse the accuracy of any information or of any solution that is presented by Microsoft or by any mentioned third-party provider.

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Article ID: 2798602 - Last Review: 04/01/2016 03:33:00 - Revision: 3.0

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