When running Blackberry Enterprise Server (BES) 5.0.4 in an environment with users whose mailboxes are located on Exchange 2013 servers, you may encounter the following problem: certain, but not all users lose their connectivity on their mobile devices. They can no longer send or receive e-mail, calendar, contacts.
When looking at the event viewer, an application crash is logged:
Additionally, the BES Controller log shows lines similar to:
The issue is caused by a combination of an older version of BES 5.0.4, Exchange 2013 and certain contents of a user's mailbox. In this case, the agent crashes each time a certain item is accessed from the user's mailbox. This causes the agent to restart, and fail again on the same item.
The only solution is to install a patch to resolve the issue.
If you have a paid support contract with Research In Motion, then you can obtain the patch through their support channels, but if you are running BES Express, then you do not have that luxury. As the patch is not freely available for download, I've attached it to this post.
The patch is not an installation EXE but rather a ZIP containing the files that need to be replaced inside the BES installation folder.
cd "\<path to Blackberry Enterprise Server directory>"
"C:\WINDOWS\Microsoft.NET\Framework\v2.0.50727\RegAsm.exe" /tlb EWS.dll" CalHelperWS.exe /regserver