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


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.


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.


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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ID articol: 2798602 - Ultima examinare: 1 apr. 2016 - Revizie: 1

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