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Known issues

Microsoft
has started to deprecate basic authentication for Exchange Online accounts. In the
BEMS
Dashboard (Mail > Microsoft Exchange), when you type an
Office 365
email address to test connectivity to
Microsoft Office 365
using the basic authentication type (Credential), the EWS test fails and displays a "No valid autodiscover endpoint found, please check the
BEMS
logs for more details" message. For more information, visit techcommunity.microsoft.com and read 'Upcoming API Deprecations in Exchange Web Services for Exchange Online'.
When
Windows
Extended Protection is enabled for
Windows
authentication,
BEMS
cannot connect to EWS and stops responding. (FIRST-17903)
Workaround
: On the computer that hosts
BEMS
, update the DWORD value for the SuppressExtendedProtection registry entry when Extended Protection is enabled.
  1. On the computer that is hosting
    BEMS
    , navigate to
    HKEY_Local_Machine\System\CurrentControlSet\Control\LSA\
    .
  2. Right-click
    SuppressExtendedProtection
    and click
    Modify
    .
  3. Change the
    Value data
    to
    1
    .
  4. Exit the registry.
In
BEMS
System Settings > Troubleshooting > Upload Log Credentials, the
BlackBerry
Online Portal link redirects to an incorrect webpage. (FIRST-15579)
Workaround
: Manually open a browser and use the login credentials for https://account.blackberry.com/.
When silent installing BEMS using the command prompt, the service account password is logged in plain text in the
Windows
security audit log. (G3SERVER-11029)
After a new silent installation of
BEMS
, you can't uninstall
BEMS
or a
BEMS
component from the control panel. For more information, visit support.blackberry.com/community to read article 82384. (G3SERVER-10400)
Workaround
: Uninstall the
BEMS
component using the user interface or command prompt.
  • Using the user interface
    1. On the computer that hosts
      BEMS
      , open a command prompt and navigate to the Good Installation folder. By default the folder is located at
      <drive>:\Program Files\BlackBerry\BlackBerry Enterprise Mobility Server\Good Server Installation
    2. Type the folder name of the component folder that you want to uninstall. For example, if you want to uninstall the
      Connect
      service, type
      cd GEMS-Connect_installation
    3. Type,
      "Change BlackBerry Enterprise Mobility Server - Connect Installation.exe" -i gui
    4. Press
      Enter
      .
    5. Follow the onscreen steps.
  • Using the command prompt
    1. On the computer that hosts
      BEMS
      , open a command prompt and navigate to the Good Installation folder.
    2. Type the folder of the component or
      BEMS
      folder that you want to uninstall. For example, if you want to uninstall the
      Connect
      service, type
      cd GEMS-Connect_installation
    3. Type
      "Change BlackBerry Enterprise Mobility Server - <
      name of component that you are uninstalling
      >" -DUSER_INPUT_USERNAME=<
      BEMS account
      > -DUSER_UPDATED_PASSWORD=<
      password
      > -DUSER_INPUT_DOMAIN=<
      domain
      >
      For example, "Change BlackBerry Enterprise Mobility Server - Connect Installation.exe" -DUSER_INPUT_USERNAME=BEMSadmin -DUSER_UPDATED_PASSWORD=password -DUSER_INPUT_DOMAIN=example.net
    4. Press
      Enter
      .
    5. Follow the onscreen steps.
After upgrading to the latest JRE and restarting
BEMS
, the
Good Technology Common Services
doesn’t start. For more information, visit support.blackberry.com/community to read article 48312. (G3SERVER-9828)
Workaround
: Run the installer and select
Repair
for the installation type.
When installing a new
BEMS
, administrators can’t log in to the
BEMS
Dashboard and the following error message is displayed:
Invalid username and password
. For more information, visit support.blackberry.com/community to read article 60037. (G3SERVER-9827)
Workaround
: Install
Microsoft Visual C++
2010 SP1 Redistributable Package (x64) on the computer.
  1. Download
    Microsoft Visual C++
    2010 SP1 Redistributable Package (x64). To download the file, visit www.microsoft.com/download and search for ID=13523.
  2. Restart the computer.
  3. Log in to the
    BEMS
    Dashboard.
When upgrading
BEMS
, the certificate authority (CA) certificates are not available in all of the
BEMS
instances dashboard (
BEMS
System Settings >
BEMS
Configuration > Dashboard Administrators). (G3SERVER-9709)
Workaround
: After uploading the certificates, wait at least five minutes before logging in to additional instances using certificate-based authentication.
When upgrading to
BEMS
2.12 or later and your environment uses
Microsoft SQL Server
2012 or 2014 and SSL encryption is enabled for the
SQL Server
instance, the
BEMS
Dashboard can't be accessed and displays the error message:
HTTP ERROR 404 Problem accessing /dashboard. Reason: Not Found
. For more information, visit support.blackberry.com/community to read article 56865. (G3SERVER-9441)
Workaround
: Upgrade the
Microsoft SQL Server
to support TLS 1.2.
After you upgrade from
BEMS
2.10.4.8 to 2.12 or later and the
BEMS
log file compression is enabled, the last
BEMS
log file remains in a .txt format instead of a zipped format in c:\blackberry\bemslogs. For more information, visit support.blackberry.com/community to read article 57410. (G3SERVER-9317)
When
BEMS
is configured to use Client Certificate based authentication for Autodiscover and EWS, the IIS Server log files log an HTTP Status 413. (G3SERVER-8009)
For more information, visit support.blackberry.com/community to read article 57420.
BEMS
installation and upgrade becomes corrupt if the uninstall fails because it can't remove the install folder due to locks such as a command prompt open to the installation folder bin directory. (G3SERVER-7392)
Close all connections to the installer folder before performing a removal or upgrade of the
BEMS
instance.
The Badge Count might display incorrectly if your environment is running in mixed mode, where one node is running a new version of
BEMS
and another node is running an older version of
BEMS
, and
Mail
settings in the
BlackBerry Work
app is set to New Mail. For more information, visit support.blackberry.com/community to read article 55396. (G3SERVER-7102)
BlackBerry
does not recommend running
BEMS
in a mixed mode.
When you upgrade
BEMS
and the upgrade rolls back, if a secure certificate is bound to port 8082, the rollback process unbinds the certificate. (GEMSS-10105)
Workaround
: Perform the upgrade again and then bind the secure certificate. For more information about binding the secure certificate, see 'Configure the Connect service to receive SSL communications for a new installation' in the Configuring the BlackBerry Connect service content.
After you upgrade
BEMS
, the
Docs
, the
Connect
, or the
Presence
service might not display in the dashboard. (GEMSS-9962, GEMSS-9965)
Workaround
: Run the installer and select
Repair
for the installation type.
In a
Cisco Unified Communications Manager
IM and Presence service environment when FIPS is enabled in the
BEMS
Dashboard, and you upgrade
BEMS
from an earlier version, the users' presence status might stop working. (GEMSS-9959)
Workaround
: Restart the
Good Technology Common Services
.
If you uninstall only the
Docs
service, the
BEMS
Dashboard might not be available after the service is uninstalled. (GEMSS-9957)
Workaround
: Restart the
Good Technology Common Services
.
After uninstalling
BEMS
, the Good Technology folder isn't removed from the following registry location: HKEY_LOCAL_MACHINE\SOFTWARE\. (GEMSS-9886)
Workaround
: Manually remove the Good Technology folder.
Important
: Make a backup of the registry before making any changes.
The
BlackBerry Connect
service fails to start and the
Connect
log files log the following error message:
Initialization failed
. (GEMSS-9783)
Workaround
: Use friendly names for certificates and add the certificate friendly name to the BlackBerry Connect server configuration file. For more information, visit support.blackberry.com/community to read article 63178.
Accessing the
Docs
Self-Service web console using
Mozilla Firefox
Private Windows is not supported. (GEMSS-9654)
After enabling FIPS and restarting the
Good Technology Common Services
in a
Cisco Unified Communications Manager
IM and Presence service environment, users can't view other user's Presence status. The
BEMS
log files log the following error message:
Invalid session key Ensure the user is logged in or try logging in the user again
. (GEMSS-9365)
Workaround
: Stop and then start the
Good Technology Common Services
twice.
In environments configured for
Skype for Business
on-premises using not-trusted application mode,
BlackBerry Connect
users might not see the presence status of other users. (GEMSS-9177)
Workaround
: Move the
BlackBerry Connect
app to the background and then to the foreground.
After enabling FIPS in a
Cisco Unified Communications Manager
IM and
Presence
Service environment that is already configured with the
BEMS-Presence
service, the
Presence
status of users disappears in the
BlackBerry Work
app. For more information, visit support.blackberry.com/community to read article 58255. (GEMSS-9158, GEMSS-9018)
Workaround
: Complete the following steps:
  1. In the
    BEMS
    dashboard, enable FIPS.
  2. On the computer that hosts
    BEMS
    , open the
    com.good.gcs.jabber.presenceprovider.config.impl.JabberPresenceProviderConfigImpl.cfg
    file. By default, the file is located at C:\Program Files\BlackBerry\BlackBerry Enterprise Mobility Server\Good Server Distribution\gems-quickstart-<
    version
    >\etc.
  3. Search for
    jabber.application.user.password
    and delete the value.
  4. Save the file.
  5. In the
    Windows
    Service Manager, restart the
    Good Technology Common Services
    service.
  6. In the
    BlackBerry Enterprise Mobility Server Dashboard
    , under
    BlackBerry Services Configuration
    , click
    Presence
    .
  7. Click
    Jabber
    .
  8. In the
    Application Password
    field, enter the password.
  9. Click
    Test
    to verify the fields are completed. The test does not verify that the information in the fields is accurate.
  10. Click
    Save
    .
  11. In the
    Windows
    Service Manager, restart the
    Good Technology Common Services
    service.
  12. Close the
    BlackBerry Work
    app. Start the
    BlackBerry Work
    app. 
In some environments configured for
Skype for Business
on-premises using non-trusted application mode, a user’s contacts presence status disappears from
BlackBerry Work
. For more information, visit support.blackberry.com/community to read article 57489. (GEMSS-8815, GEMSS-8924)
Workaround
: Restart the
Good Technology Common Services
after you modify the
Presence
service the first time in the
BEMS
Dashboard.
For more information, visit support.blackberry.com/community to read article 57489.
When you run a diagnostic report in the
BlackBerry Work
app, the Out of office setting isn't displayed, might display <
empty
>, or Not determined in the
Presence
section of the report. (GEMSS-8319) 
When enabling proxy support for the
Connect
service, if you do not enter the same Web Proxy information for the
Connect
service (BlackBerry Services Configuration > Connect > Web Proxy) and the
BEMS
System Settings (
BEMS
Configuration > Web Proxy), the proxy settings might not work as expected. For more information, visit support.blackberry.com/community to read article 56355. (GEMSS-7122)
Workaround:
You must enter the Web Proxy settings in both locations of the
BEMS
Dashboard.
Users in an
Microsoft Office Web Apps
(OWA) or Office Online Server environment cannot to view or edit
Microsoft
Office files in
BlackBerry Access
. The Office Online Server log files display
Could not create SSL/TLS secure channel
. (GEMSS-7056)
Workaround:
Complete the following steps:
  1. On the computer hosting
    Microsoft Office Web Apps
    or Office Online Server, open the registry and navigate to
    HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\.NETFramework\v4.0.30319
    .
  2. Right-click the version, click
    New > DWORD (32-bit) Value
    .
  3. In the
    Value name
    field, type
    SchUseStrongCrypto
    .
  4. In the
    Value data
    field, type
    1
    .
  5. In the
    Base
    section, select
    Hexadecimal
    .
  6. Click
    OK
    .
  7. Restart the
    Microsoft Internet Information Services
    server.
Sometimes when users upload a file to a group discussion the upload fails and the
Connect
log files log the message
Exception while writing file to temp dir
. (GEMSS-6969, GEMSS-7753)
In an on-premises
Skype for Business
with the
Connect
service configured for non-trusted mode, users do not receive a notification to indicate that they are logged in to more then one
BlackBerry Connect
app. (GEMSS-6834)
In an on-premise
Skype for Business
environment that is configured for non-trusted mode, a contact's work phone number is not displayed. (GEMSS-6527)
In an on-premises
Skype for Business
environment with the
Connect
service configured for non-trusted application mode, users can't log in to
BlackBerry Connect
when users' email addresses are different than their login name. (GCC-7752)
Workaround
: In the
BlackBerry UEM
management console, enable "Use explicit UPN" in the
BlackBerry Dynamics
global properties before users log in to
BlackBerry Connect
. For more information, see “Configure BlackBerry Dynamics properties" in the BlackBerry UEM Configuration content.