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New Contributor
Posts: 7
Registered: ‎09-02-2008
My Device: Not Specified

BES database issues

Hi all,

 

I am after some brainstorming on several issues that i suspect are all connected. Recently, a number of events have been recorded by the BES server in relation to database problems.There is an underlying issue with a securoty token but this has now taken priority.

 

We have begun to notice the following events : -


Event Type:    Warning
Event Source:    BlackBerry Policy Service
Event Category:    None
Event ID:    20000
Date:        02/09/2008
Time:        12:57:28
User:        N/A

Description: SCS::CheckDBforUserConfigChanges - Error getting the Max History Id, operation aborted.

Event Type:    Warning
Event Source:    BlackBerry Policy Service
Event Category:    None
Event ID:    20000
Date:        02/09/2008
Time:        12:57:28
User:        N/A

Description: SCS::ThreadProc - CheckDBforUserConfigChanges failed

 

I initially assumed it has something to do with the sql db and checked that it is running fine. The next step was to restart the  BES Database Consistency Service, but this has also made no chane.

 

Has anyone else encountered a similar issue or may have an idea as to what is causing it?

 

Cheers!

 

Pop

Forums Veteran II
Posts: 2,744
Registered: ‎04-01-2008
My Device: Bold

Re: BES database issues

Stop the DB Consistency service; its not serving any function for you right now.

 

What problems are users experiencing to indicate that there might be a problem with the database?

 

That said; what happens after a server reboot?

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New Contributor
Posts: 7
Registered: ‎09-02-2008
My Device: Not Specified

Re: BES database issues

[ Edited ]

Hi Andy,

 

Thanks for the post.

 

I will stop the service as you suggest. Other than that, i've heard no reports back from the users which would say we're experiencing difficulty with our BB infrastructure. The errors themselves seem to be only periodic checks and outline a permissions problem but so far nothing has changed on either the BES or SQL boxes.

 

I am hoping to restart the server during the out of office hours so will hold my breath till then. In the meantime i am searching for more clues to point us in the right direction.

 

Rgds

 

Alex

Message Edited by Popolou on 09-02-2008 10:00 AM
New Contributor
Posts: 7
Registered: ‎09-02-2008
My Device: Not Specified

Re: BES database issues

Hi,

 

To add to my previous post, we managed to return to where we were before the databse errors thanks to a simple restart o the servers.

 

Now, we back to square one with the issue we have been trouble-shooting all along. These are the errors constantly logged: -

 

Event Type: Warning
Event Source: BlackBerry Policy Service
Event Category: None
Event ID: 20000
Date:  03/09/2008
Time:  13:39:32
User:  N/A
Computer: SERVER
Description:
{User@Domain.co.uk, PIN=********, UserId=1}RequestHandler:Smiley FrustratedendKeyRegenerationRequest: Sending Key Regeneration request to device

Event Type: Warning
Event Source: BlackBerry Dispatcher SERVER
Event Category: None
Event ID: 20000
Date:  31/08/2008
Time:  15:08:22
User:  N/A
Computer: SERVER
Description:
{User} Old OTAKEYGEN packet is cancelled, Tag=16405

This is pretty much the order on how these errors are seen. It seems that the BES server generates a key and sends it to the device but it is not accepted or returned causing the server to timeout.

 

Oddly, the users still get their messages meaning thact commincation is still operating.

 

KB searched have turned up irrelevant documents unfortunately so would appreciate any assistance.

 

Regards

 

Pop

Forums Veteran II
Posts: 2,744
Registered: ‎04-01-2008
My Device: Bold

Re: BES database issues

BES logging is overly verbose; you really need to only be concerned with messages that come at an error level or if end users report problems.

 

 That said, what device / os is the user that you're receiving this notification for?

------------------------------
If you've found a solution through a post; please mark it as a solution.
If someone's was particularly helpful, give them kudo's!.


Get busy living, or get busy dying.

http://blog.port3101.org/hdawg/
New Contributor
Posts: 7
Registered: ‎09-02-2008
My Device: Not Specified

Re: BES database issues

Hi Andy,

 

Thanks for your input.

 

The user is running a 8800 running platform v2.3.054 and OS 4.2.1.68. However, i have just spotted something that may shed some more light on the issue. This was flagged as an Event: -

 

Event Type:    Warning
Event Source:    BlackBerry Policy Service
Event Category:    None
Event ID:    20000
Date:        03/09/2008
Time:        16:14:41
User:        N/A
Computer:    SERVER
Description:
{User@Domain.co.uk, PIN=********, UserId=1}RequestHandler::HandleITADMINDataCommand - ITPolicy Fail Ack for the command SET_IT_POLICY_COMMAND, ErrorCode 0x3, ErrorText "03 Reject Authentication Failed" - Processing packet, Tag=1957748

 

I also notice we get the IT Policy Status: Error warning in BES. A little digging around and signs point to an issue with the database where it's possible that the devices are out of sync with the database and hence the authentication failures. The solution apparently is a forma, reactivation and restore on the devices to recreate the trust relationship between the devices and BES. I'm a bit weary if that is the only solution at this stage.

 

So, at this stage i am running on the assumption that the root cause for the difficulties we are facing is because something happened to the sql database which threw BES out of kilter with the devices. As to why the devices are still able to receive updates from the server is bewildering (maybe because no encryption is used?) and the fact that my users are not affected let this one slip through.

 

I'm hoping that there is a better way of restoring the relationship between the server and devices rather than resetting them so will dig around for it. For the time being, i feel this could be the reasons for the errors we're seeing.

 

Cheers!

 

Pop

Forums Veteran II
Posts: 2,744
Registered: ‎04-01-2008
My Device: Bold

Re: BES database issues

You might try resending an IT Policy to the HH and then pulling the logs from the HH for review.  This is most likely not a problem with the sql database.
------------------------------
If you've found a solution through a post; please mark it as a solution.
If someone's was particularly helpful, give them kudo's!.


Get busy living, or get busy dying.

http://blog.port3101.org/hdawg/
New Contributor
Posts: 7
Registered: ‎09-02-2008
My Device: Not Specified

Re: BES database issues

Hi Andy,

 

Thanks for the post.

 

Where on the device are the logs stored? I guess i cannot handle this remotely as the user is rarely on-site to pinch it off him long enough.

 

Regards

 

Pop

Highlighted
Forums Veteran II
Posts: 2,744
Registered: ‎04-01-2008
My Device: Bold

Re: BES database issues

You can access the logs on the HH from the home screen by pressing and holding the ALT key and pressing L-G-L-G

 

To easily get the logs, use a program Jl_cmder

------------------------------
If you've found a solution through a post; please mark it as a solution.
If someone's was particularly helpful, give them kudo's!.


Get busy living, or get busy dying.

http://blog.port3101.org/hdawg/