KB04186 - Disconnected SRP status in BlackBerry Manager


Environment

• BlackBerry® Enterprise Server

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Overview

The SRP Status field in BlackBerry Manager displays Disconnected.

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Cause

There are multiple causes for this problem.

1. The BlackBerry Enterprise Server cannot connect to the BlackBerry® Infrastructure.
2. The Network Access Node key is set to an Internet Protocol (IP) address or NetBIOS name other than localhost.
3. The Server Routing Protocol (SRP) Address is blank or set to local host.
4. The SRP identifier or SRP authentication key is specified incorrectly.
5. On the Server tab of BlackBerry Server Configuration, the router host is not set to localhost.
6. The BlackBerry Router service cannot start.

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Resolution

Perform the appropriate resolution for the cause.
Cause 1

The BlackBerry Enterprise Server is not connecting to the BlackBerry Infrastructure through the firewall.
Resolution

Verify the BlackBerry Enterprise Server connects using the BBSrpTest.exe utility.

1. Go to C:\Program Files\Research In Motion\BlackBerry Enterprise Server\Utility.
2. Double-click the BBSrpTest.exe file and look for a successful response in the command prompt window.
   • If the command prompt shows a failed message or a winsock error code, verify that the SRP credentials are correct.
   • If the SRP credentials are correct, contact your network administrator.

Note: The appropriate firewall port should be open for outbound-initiated, bidirectional traffic.

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Cause 2

The Network Access Node key in the Windows® Registry is set to an IP address or NetBIOS name other than localhost.
Resolution

Modify the NetworkAccessNode value to localhost in the registry.
Warning: Modifying the computer registry can cause substantial damage to the Windows operating system. Document and back up the existing registry entries prior to implementing any changes.

1. Click Start > Run and type regedit.
2. Browse to HKEY_LOCAL_MACHINE\Software\Research In Motion\Router.
3. Change the NetworkAccessNode Value data field to the SRP location and close the Registry Editor.
4. Go to Control Panel > Administrative Tools > Services.
5. Stop and start the BlackBerry Router service. Important: Restarting certain BlackBerry Enterprise Server services will delay email message delivery to BlackBerry smartphones. For more information, see KB04789.

Note: For BlackBerry Enterprise Server software version 4.1 Service Pack 3 (4.1.3) and BlackBerry Enterprise Server software version 4.1 Service Pack 4 (4.1.4), the localhost is the SRP address. To find the correct SRP address, use the SRP Address Lookup tool.

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Cause 3

The SRP Address field is blank or set to localhost.
Resolution

Go to the BlackBerry Server Configuration utility and check the information in the SRP Address field.

1. Click Start > Programs > BlackBerry Enterprise Server > BlackBerry Server Configuration.
2. On the BlackBerry Router tab, verify that the SRP address is correct. To find the correct SRP address, use the SRP Address Lookup tool.
3. Click Test Network Connection.
4. If the test is successful, click Apply.
5. Click OK.

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Cause 4

The SRP Identifier or SRP Authentication Key is specified incorrectly.
Resolution

For BlackBerry Enterprise Server software version 4.1

1. Open BlackBerry Manager.
2. Select the instance name and click the Server Configuration tab.
3. Click Edit Properties and check the Identifier and Authentication Key fields for incorrect values like spelling mistakes or extra spaces.

For BlackBerry Enterprise Server software version 4.0

1. Open BlackBerry Manager.
2. Right-click the instance name and click BlackBerry Server Properties.
3. Check the SRP Identifier and SRP Authentication Key fields for incorrect values like spelling mistakes or extra spaces.

For BlackBerry Enterprise Server software version 3.6

1. Open BlackBerry Enterprise Server Management.
2. Right-click the instance name and click Properties.
3. Check the SRP Identifier and SRP Authentication Key fields for incorrect values like spelling mistakes or extra spaces.

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Cause 5

On the Server tab of BlackBerry Server Configuration, the router host is not set to localhost.
Resolution

1. Open BlackBerry Server Configuration.
2. Click the BlackBerry Server tab.
3. In the Router host field, type localhost.

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Cause 6

BlackBerry Router service cannot start because of a BlackBerry Enterprise Server administration account authentication issue.
Resolution

1. Make sure that the BlackBerry Enterprise Server administration account password is correct for the BlackBerry Router service.
2. If the BlackBerry service account password is changed in the Active Directory, update the password for all BlackBerry Enterprise Server services that use the BlackBerry service account authentication to log on.
3. Restart the BlackBerry Router service. Important: Restarting certain BlackBerry Enterprise Server services will delay email message delivery to BlackBerry smartphones. For more information, see KB04789.

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Workaround

If another Blackberry Enterprise Server is in place on the internal network and not experiencing this same issue, the BlackBerry Router service on that Server can be configured to accept connections from other BlackBerry Enterprise Servers.
For more information, see KB12281 or the Placing the BlackBerry Enterprise Solution in a segmented network: BlackBerry Enterprise Server Version 4.0 and later guide found in the BTSC.

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Additional Information

For descriptions of winsock errors, visit the WinSock Development Information web site.

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

The views expressed by me on Port3101 and its affiliated sites are my own and do not necessarily reflect the views of my employer.

I suppose one that is left out would be someone using a duplicate SRP on the network. In which case, provided you are a TSupport customer, you can now reactivate the SRP through BESC.

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BCSA (4.1, 5.0) | BCSD (4.1, 5.0)

The views expressed by me on Port3101.org are my own and do not necessarily reflect the views of my employer.