[hdawg]

KB13277 - Blocked worker threads


Environment

• BlackBerry® Enterprise Server for Microsoft® Exchange

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Overview

There are multiple reasons that blocked Messaging Application Programming Interface (MAPI) worker threads occur.

• The BlackBerry Enterprise Server attempts to contact a BlackBerry smartphone user's mailbox, but is not able to initiate a connection with the Microsoft Exchange Information Store service.
• The BlackBerry Enterprise Server attempts to contact the Microsoft Exchange Server and is waiting for a response.
• The Microsoft Exchange Server is offline or in an unreachable state.
• The BlackBerry Enterprise Server attempts to contact the Microsoft Exchange Server but does not receive a timely response. This may be caused by issues such as packet loss on the network or complex calls to the Microsoft Exchange Server (for example, a bulk load on a BlackBerry smartphone user with more than 5,000 calendar entries).
• The Microsoft Exchange Server is unable to handle an increased workload.

After the cause has been determined and resolved, the threads can recover when one of the following occurs:

• The BlackBerry Controller automatically restarts the BlackBerry Messaging Agent after a default of six non-responsive health checks (60 minutes).
• The BlackBerry Dispatcher is manually restarted, which restarts all BlackBerry Messaging Agents in the BlackBerry Enterprise Server domain.
• The BlackBerry Messaging Agent Process ID is manually stopped using Windows® Task Manager. The BlackBerry Controller automatically restarts the BlackBerry Messaging Agent.

When the BlackBerry Messaging Agent is restarted, it re-establishes the threads and MAPI connections.
Important: Restarting the BlackBerry Enterprise Server will delay email message delivery to BlackBerry smartphones. For more information, see KB04789.

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Additional Information

The Process ID for the BlackBerry Messaging Agent can be found by opening the BlackBerry Messaging Agent log. The log line appears similar to the following:
[30000] (00/00 00:00:00.000):{0x1234} [ENV] Current Process id: 789