[hdawg]

KB15185 - Message moved rescan in the BlackBerry Messaging Agent leads to non-responsive threads


Environment

• BlackBerry® Enterprise Server version 4.1 for Novell® GroupWise®
• Novell® GroupWise®
• SDR161047
• SDR161053
• SDR165061

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Overview

During normal operation, scheduled scans for email messages moved in Novell GroupWise can cause the BlackBerry Messaging Agent to become non-responsive. The BlackBerry Messaging Agent reports No Response threads, which typically leads to a shutdown and restart of the process. The non-responsive threads and restarts can cause delays in email message flow to and from BlackBerry smartphones.
Check the BlackBerry Debug Logs for log lines that indicate No Response threads to verify this issue. The log entry looks similar to the following example:
[MAGT]

[40692] (02/01 08:16:27.798):{0x1770} {FirstName LastName} Starting message moved rescan

[30038] (02/01 08:29:52.548):{0x1978} Worker Thread: *** No Response *** Thread Id=0x1770, Handle=0x1B0C, WaitCount=1, WorkingTime=13 min, LastActivity=13 min, Event: RESCAN_MOVES, User: FirstName LastName, Server: GWPOA, Activity: Starting message moved rescan

[30038] (02/01 08:39:52.548):{0x1978} Worker Thread: *** No Response *** Thread Id=0x1770, Handle=0x1B0C, WaitCount=2, WorkingTime=23 min, LastActivity=23 min, Event: RESCAN_MOVES, User: FirstName LastName, Server: GWPOA, Activity: Starting message moved rescan

[30038] (02/01 08:49:52.548):{0x1978} Worker Thread: *** No Response *** Thread Id=0x1770, Handle=0x1B0C, WaitCount=3, WorkingTime=33 min, LastActivity=33 min, Event: RESCAN_MOVES, User: FirstName LastName, Server: GWPOA, Activity: Starting message moved rescan

[30038] (02/01 08:59:52.548):{0x1978} Worker Thread: *** No Response *** Thread Id=0x1770, Handle=0x1B0C, WaitCount=4, WorkingTime=43 min, LastActivity=43 min, Event: RESCAN_MOVES, User: FirstName LastName, Server: GWPOA, Activity: Starting message moved rescan

[30038] (02/01 09:09:52.548):{0x1978} Worker Thread: *** No Response *** Thread Id=0x1770, Handle=0x1B0C, WaitCount=5, WorkingTime=53 min, LastActivity=53 min, Event: RESCAN_MOVES, User: FirstName LastName, Server: GWPOA, Activity: Starting message moved rescan

[30038] (02/01 09:19:54.158):{0x1978} Worker Thread: *** No Response *** Thread Id=0x1770, Handle=0x1B0C, WaitCount=6, WorkingTime=63 min, LastActivity=63 min, Event: RESCAN_MOVES, User: FirstName LastName, Server: GWPOA, Activity: Starting message moved rescan

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Cause

When a thread is non-responsive, other threads may become blocked on NEW_MB_PCKT_NOTIFY. The blocked threads wait on the release of critical Novell GroupWise Object application programming interface (API) computer memory that the non-responsive thread is using.
For more information on non-responsive threads on NEW_MB_PCKT_NOTIFY, see KB13764 .
When using the GroupWiseMailbox::CheckPOA() function, the get_DistinguishedName() call to the Novell GroupWise Object API may take a long time. The get_DistinguishedName() call may also use a lot of resources. In some cases, the thread does not complete the action and may cause other threads to become blocked.

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Resolution

Complete the following tasks to resolve this issue:

1. Upgrade to BlackBerry Enterprise Server software version 4.1 Service Pack 4 (4.1.4) or later for Novell GroupWise.
2. Apply the latest Novell GroupWise 7.0 Support Pack 3 (7.0.3) Client to the BlackBerry Enterprise Server.

Details:

• SDR161047/SDR165061 - BlackBerry Enterprise Server version 4.1.4 uses the CheckPOA() function with the GetQuickMessagesCollection() API call instead of get_DistinguishedName().
• SDR161053 - BlackBerry Enterprise Server version 4.1 Service Pack 6 (4.1.6) uses the Account.Ping() function instead of the CheckPOA() function. However, this is only available when using the Novell GroupWise 7.0.3 Client or later.

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Workaround

Restart the BlackBerry Controller as a workaround to this issue.
Important: Restarting certain BlackBerry Enterprise Server services will delay email message delivery to BlackBerry smartphones. For more information, see KB04789.