Welcome!

Welcome to the official BlackBerry Support Community Forums.

This is your resource to discuss support topics with your peers, and learn from each other.

Reply
New Contributor
Posts: 7
Registered: ‎07-08-2009
My Device: Not Specified
Accepted Solution

Blackberry Devices no longer communicating with BPS server

[ Edited ]

Background:

1 SBS 03 Server

1 2003 R2 Server running Blackberry Professional Software Version 4.1.4.3

1 User with an 8330

BES Admin account setup as domain user but local admin of BPS server.

Setup middle of May and worked fine until 28th of last month.  Phone stopped receiving emails and synchronizing.

 

Checked BPS server and everything appeared to be working properly other than the last communication date being the 28th.


Tried to resend Enteprise Activation, but the emails would sit in the users mailbox.  We could send messages via PIN, but not via email.

 

Looked at numerous articles all over the web.  Verified permissions for the BES Admin account and everything looked good.  No success after many hours of troubleshooting.

 

Decided to uninstall and reinstall BPS software.  Did this and also created fresh BES Admin account in Active Directory.

Walked through Blackberry install guide.  Double-checked all permissions during install.

 

Added user in BlackBerry Manager, and attempted to manually assign device.  Received the following error:

 

An error occurred while assigning the device to the user.

The user is not yet known to the Blackberry agent.

It can take several minutes for a newly added user to be fully initialized by the server before they can be provisioned.  (16)

 

Currently seeing the following on the BPS server Application Log:

 

{USERNAME} RPC command failed - no connection to BES Agent 

 

The description for Event ID ( 20000 ) in Source ( BlackBerry Controller ) cannot be found. The local computer may not have the necessary registry information or message DLL files to display messages from a remote computer. You may be able to use the /AUXSOURCE= flag to retrieve this description; see Help and Support for details. The following information is part of the event: Agent 1: Missed 1 heartbeats.

 

Any help would be much appreciated.

 

EDIT:

 

Also wanted to add that running IEMSTEST gives the following output:

 

BlackBerry Enterprise Server Utility - IEMSTest.exe (IExchangeManageStore), Vers
ion 1.0
Copyright (c) Research In Motion, Ltd. 1999. All rights reserved.
Opening Default Message Store Mailbox - BES Admin.
Opening message store for BES Admin using /o=COMPANYNAME/ou=first administrative gr
oup/cn=Recipients/cn=BESAdmin /o=COMPANYNAME/ou=first administrative group/cn=Confi
guration/cn=Servers/cn=SBSSERVER/cn=Microsoft Private MDB.
BES Admin's Mailbox opened successfully.
Root Folder opened successfully.
Failed to create a folder in BES Admin's mailbox.

 

BlackBerry Enterprise Server Utility - IEMSTest.exe (IExchangeManageStore), Vers
ion 1.0
Copyright (c) Research In Motion, Ltd. 1999. All rights reserved.
Opening Default Message Store Mailbox - BES Admin.
Opening message store for USERNAME, MD using /o=COMPANYNAME/ou=first admi
nistrative group/cn=Recipients/cn=USERNAME /o=COMPANYNAME/ou=first administrative
group/cn=Configuration/cn=Servers/cn=SBSSERVER/cn=Microsoft Private MDB.
USERNAME's Mailbox opened successfully.
Root Folder opened successfully.
Folder created successfully.
Test folder deleted successfully.
Test completed successfully for USERNAME

Message Edited by ravanux on 07-08-2009 02:33 PM
Developer
Posts: 333
Registered: ‎04-16-2008
My Device: 8900

Re: Blackberry Devices no longer communicating with BPS server

Are the Blackberry services started?

 

windows key + r type services.msc check that the blackberry services are all started as they should be.

 

If not start the service. If the service starts then stops there is a problem you will need to review the logfiles for the issue.

 

R.

New Contributor
Posts: 7
Registered: ‎07-08-2009
My Device: Not Specified

Re: Blackberry Devices no longer communicating with BPS server

All Blackberry services are currently running.  I restarted them to be on the safe side.
Developer
Posts: 333
Registered: ‎04-16-2008
My Device: 8900

Re: Blackberry Devices no longer communicating with BPS server

What is in the _CTRL_ and _MAGT_ logfiles?

 

Can you paste the output on here?

New Contributor
Posts: 7
Registered: ‎07-08-2009
My Device: Not Specified

Re: Blackberry Devices no longer communicating with BPS server

How much output do you want?  I tried pasting the last hour or so and it exceeds the maximum character limits.
Developer
Posts: 333
Registered: ‎04-16-2008
My Device: 8900

Re: Blackberry Devices no longer communicating with BPS server

Start with the last 30 lines out of the end of each log file.
New Contributor
Posts: 7
Registered: ‎07-08-2009
My Device: Not Specified

Re: Blackberry Devices no longer communicating with BPS server

_MAGT_

 

[30000] (07/08 16:11:24.690):{0xD48} [ENV] CDO.DLL: C:\Program Files\Exchsrvr\bin\cdo.dll, Version: 6.5.7638.2
[30000] (07/08 16:11:24.690):{0xD48} [ENV] Failed to read 001e6602 reg value from the BlackBerry MAPI profile.
[50000] (07/08 16:11:24.728):{0xDBC} Controller: This BES Agent is under control of BlackBerry Agent Controller
[30000] (07/08 16:11:24.843):{0xD48} [ENV] Microsoft Management Console (MMC): C:\WINDOWS\system32\mmc.exe, Version: 5.2.3790.3959
[30000] (07/08 16:11:24.843):{0xD48} [ENV] BlackBerry Mailbox Agent 1 - BESX Version 4.1.4.40
[30000] (07/08 16:11:24.843):{0xD48} [ENV] BES Service Name: BlackBerry Mailbox Agent
[30000] (07/08 16:11:24.843):{0xD48} [ENV] BlackBerry Dispatcher: D:\Program Files\Research In Motion\BlackBerry Enterprise Server\BlackBerryDispatcher.exe, Version: 4.1.4.3
[30000] (07/08 16:11:24.862):{0xD48} [ENV] BlackBerry User Administration Service: NOT FOUND
[30000] (07/08 16:11:25.121):{0xD48} [ENV] BlackBerry Attachment Service: D:\Program Files\Research In Motion\BlackBerry Enterprise Server\AttachServer\BBAttachServer.exe, Version: 4.1.4.16
[30000] (07/08 16:11:25.159):{0xD48} [ENV] BlackBerry MDS Connection Service: D:\Program Files\Research In Motion\BlackBerry Enterprise Server\MDS\bin\bmds.exe, Version: 4.1.4.19
[30000] (07/08 16:11:25.428):{0xD48} [ENV] BlackBerry Database Consistency Service: D:\Program Files\Research In Motion\BlackBerry Enterprise Server\MDS\bin\DBConsistency.exe, Version: 4.1.4.40
[30000] (07/08 16:11:25.648):{0xD48} [ENV] BlackBerry Policy Service: D:\Program Files\Research In Motion\BlackBerry Enterprise Server\ITAdminServer.exe, Version: 4.1.4.21
[30000] (07/08 16:11:27.239):{0xD48} [ENV] BlackBerry Synchronization Service: D:\Program Files\Research In Motion\BlackBerry Enterprise Server\SyncServer\BlackBerrySyncServer.exe, Version: 4.1.4.15
[30000] (07/08 16:11:27.555):{0xD48} [ENV] BlackBerry Router: D:\Program Files\Research In Motion\BlackBerry Enterprise Server\BypassRouter\BlackberryRouter.exe, Version: 4.1.4.3
[30000] (07/08 16:11:27.757):{0xD48} [ENV] BlackBerry Controller: D:\Program Files\Research In Motion\BlackBerry Enterprise Server\BlackBerryController.exe, Version: 4.1.4.40
[30000] (07/08 16:11:27.939):{0xD48} [ENV] BlackBerry Alert: D:\Program Files\Research In Motion\BlackBerry Enterprise Server\BESAlert.exe, Version: 4.1.4.12
[30000] (07/08 16:11:27.939):{0xD48} [ENV] [DB] SQLServer hostname: PRMDCTS, Database name: BESMgmt
[41120] (07/08 16:11:27.958):{0xD48} [CFG] Address Lookup is enabled
[41122] (07/08 16:11:27.958):{0xD48} [CFG] LDAP search is disabled, LDAP PIM search is disabled, LDAP ALP search is disabled
[41123] (07/08 16:11:27.958):{0xD48} [CFG] Using up to 10 external CDO Helpers in keep-alive mode
[41124] (07/08 16:11:27.958):{0xD48} [CFG] AddOwnerApptID is disabled
[41125] (07/08 16:11:27.958):{0xD48} [CFG] SetLocaleIDs is disabled
[40532] (07/08 16:11:27.987):{0xD48} [CFG] vCard conversion support has been enabled
[40892] (07/08 16:11:27.987):{0xD48} [CFG] GlobalRescan config: messagingSmiley Surprised, calendarSmiley Surprised, pimSmiley Surprised
[30221] (07/08 16:11:28.495):{0xD48} BES Cryptographic Kernel module is initialized and working properly
[40344] (07/08 16:11:28.581):{0xD48} Service is ready to accept SNMP Requests
[45009] (07/08 16:11:28.782):{0xD48} More cache hit rate: 0.0%, requests: 0, adds: 0, size: 0.0/10.0 Mb
[45014] (07/08 16:11:28.782):{0xD48} ExtMore cache hit rate: 0.0%, requests: 0, adds: 0, size: 0/20000
[30054] (07/08 16:11:28.840):{0xD48} Starting Message System
[30055] (07/08 16:11:28.840):{0xD48} Using MAPI profile BlackBerryServer
[40206] (07/08 16:11:31.341):{0xD48} MailboxManager:Smiley FrustratedubsystemInitialize - Using MAPI profile 'BlackBerryServer'

 

_CTRL_

 

[30000] (07/08 16:10:50.375):{0xA50} [CFG] The number of BES Agent restarts is limited to 10 times per 24 hours
[20000] (07/08 16:10:50.375):{0xA50} [CFG] Controller won't generate userdump files. Userdump.exe not found.
[30000] (07/08 16:10:50.375):{0xA50} [CFG] No blackout period found for BES Agent restart on hung thread
[30000] (07/08 16:10:50.375):{0xA50} [CFG] Controller will restart agents that did not send 2 heartbeats in a row
[30000] (07/08 16:10:50.375):{0xA50} [CFG] Controller will not track agents' SEND failures
[30000] (07/08 16:10:50.375):{0xA84} [DIAG] EVENT=Register_thread, THREADID=0xA84, THREADNAME="LogReceiver"
[50000] (07/08 16:10:50.375):{0xA84} Waiting for syslog messages on port 4070
[50092] (07/08 16:10:50.375):{0xA50} BlackBerry Agent Controller Started
[30000] (07/08 16:10:50.375):{0xA88} [DIAG] EVENT=Register_thread, THREADID=0xA88, THREADNAME="BESAgentController"
[30000] (07/08 16:10:50.375):{0xA8C} [DIAG] EVENT=Register_thread, THREADID=0xA8C, THREADNAME="TimerHealth"
[30000] (07/08 16:10:51.375):{0xA88} Policy Service state: Starting, PID=0
[30000] (07/08 16:10:51.375):{0xA88} Router state: Stopped, PID=0
[30000] (07/08 16:10:51.375):{0xA88} Synchronization Service state: Stopped, PID=0
[30000] (07/08 16:10:51.375):{0xA88} Attachment Service state: Running, PID=1280
[30000] (07/08 16:10:51.375):{0xA88} Mobile Data Service state: Running, PID=1332
[30000] (07/08 16:10:51.375):{0xA88} Database Consistency Service state: Stopped, PID=0
[30000] (07/08 16:10:52.375):{0xA88} Router state: Starting, PID=0
[30000] (07/08 16:10:53.375):{0xA88} Router state: Running, PID=2764
[30000] (07/08 16:10:53.375):{0xA88} Synchronization Service state: Starting, PID=2852
[30000] (07/08 16:11:12.987):{0xA88} Dispatcher state: Running, PID=2652
[30000] (07/08 16:11:14.099):{0xA88} 'PRMDCTS' agent 1 started as process 3396
[30000] (07/08 16:11:24.527):{0xA88} Policy Service state: Running, PID=2716
[30000] (07/08 16:11:24.718):{0xA88} 'PRMDCTS' agent 1: UDP log port is 4085
[30000] (07/08 16:11:25.159):{0xA88} Synchronization Service state: Running, PID=2852
[30000] (07/08 16:18:14.635):{0xA68} Performing system health check (BlackBerry Controller Version 4.1.4.40)
[30000] (07/08 16:27:53.266):{0xA68} Performing system health check (BlackBerry Controller Version 4.1.4.40)
[20000] (07/08 16:27:53.266):{0xA68} Agent 1: Missed 1 heartbeats
[30000] (07/08 16:37:51.780):{0xA68} Performing system health check (BlackBerry Controller Version 4.1.4.40)
[20000] (07/08 16:37:51.780):{0xA68} Agent 1: Missed 2 heartbeats
[30000] (07/08 16:47:51.821):{0xA68} Performing system health check (BlackBerry Controller Version 4.1.4.40)
[20000] (07/08 16:47:51.821):{0xA68} Agent 1: Missed 3 heartbeats

Guru III
Posts: 32,189
Registered: ‎06-25-2008
My Device:

I'm rockin the BlackBerry DTEK60, Passport, Z30, Z10, Q10, BlackBerry Mini Stereo Speaker, 64 gig PlayBook,BT Headset HS-700

My Carrier: I am on AT&T. Please edit your Personal Profile with your DEVICE TYPE, DEVICE OS and Carrier

Re: Blackberry Devices no longer communicating with BPS server

Start with this KB

Controller log reports "will not restart - reached the maximum of 10 restarts per 24 hours":

http://www.blackberry.com/btsc/KB13707

 




Click here to Backup the data on your BlackBerry Device! It's important, and FREE!


Click "Accept as Solution" if your problem is solved. To give thanks, click thumbs up
Click to search the Knowledge Base at BTSC and click to Read The Fabulous Manuals

BESAdmin's, please make a signature with your BES environment info.


SIM Free BlackBerry Unlocking FAQ
Follow me on Twitter @knottyrope


Want to thank me? Buy my KnottyRope App here


BES 12 and BES 5.0.4 with Exchange 2010 and SQL 2012 Hyper V


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

Re: Blackberry Devices no longer communicating with BPS server

Wouldn't KB15207 - BlackBerry Controller missing heartbeats for the BlackBerry Messaging Agent until the Blac... be more appropriate?
------------------------------
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: ‎07-08-2009
My Device: Not Specified

Re: Blackberry Devices no longer communicating with BPS server

Both articles match some of the symptoms that we are seeing, but I've already gone through all the steps for the 5305 and 5302 events.  I've tried restarting the Dispatcher service as well.  But I get absolutely no mail delivery, and still can't active a phone.  I appreciate all the help though, I'd love to have this working when my boss (our only BB user) shows up tomorrow for work.