07-17-2009, 10:28 AM
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Proprietor
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Join Date: Nov 2008
Posts: 2,238
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KB15379 - BlackBerry smartphone user account cannot be started on the BES
KB15379 - BlackBerry smartphone user account cannot be started on the BlackBerry Enterprise Server
Environment
- BlackBerry® Enterprise Server version 4.1
- SDR171688
Overview
A BlackBerry smartphone user account cannot be started on the BlackBerry Enterprise Server. The following lines appear in the BlackBerry Messaging Agent log:
[30041] (02/12 18:50:05.419):{0x76C} Starting handheld for Doe, John
[40704] (02/12 18:50:05.419):{0x76C} MAPIMailbox::MAPIMailbox(2) ServerDN=/o=CompanyA/ou=North American Administrative Group/cn=Configuration/cn=Servers/cn=ServerA/cn=Microsoft Private MDB, MailboxDN=/o=CompanyA/ou=North American Administrative Group/cn=Recipients/cn=John.Doe
[40739] (02/12 18:50:05.419):{0x76C} MAPIMailbox::MAPIMailbox(2) - ResolveName[1] success for DisplayName='/o=CompanyA/ou=North American Administrative Group/cn=Recipients/cn=John.Doe'
[40430] (02/12 18:50:05.623):{0x76C} {John.Doe@CompanyA.com} MAPIMailbox::MAPIMailbox(2) - Mailbox opened on session 0x0119d368 (ServerA)
[40153] (02/12 18:50:06.326):{0x76C} PMDatabase::OpenNamedFolder: opening existing folder 'BlackBerryHandheldInfo'
[40155] (02/12 18:50:06.373):{0x76C} PMDatabase::OpenNamedFolder: opened an existing folder 'BlackBerryHandheldInfo'
[40419] (02/12 18:50:06.529):{0x76C} Worker thread 0x2D78 added to thread pool for session 0x0119d368 (ServerA)
[40552] (02/12 18:50:06.529):{0x76C} MAPI: Unable to start advise (0x8007000e)
[40222] (02/12 18:50:06.529):{0x76C} UserControl::StopWorking called while not running
[20154] (02/12 18:50:06.529):{0x76C} User Doe, John not started
This event is followed by multiple retries to start the affected BlackBerry smartphone user account. These retries are written to the log as follows:
[30053] (02/12 19:21:40.843):{0x1F60} Retry start for user: /o=CompanyA/ou=North American Administrative Group/cn=Recipients/cn=John.Doe
[30041] (02/12 19:21:40.843):{0x1F60} Starting handheld for Doe, John
[40704] (02/12 19:21:40.843):{0x1F60} MAPIMailbox::MAPIMailbox(2) ServerDN=/o=CompanyA/ou=North American Administrative Group/cn=Configuration/cn=Servers/cn=ServerA/cn=Microsoft Private MDB, MailboxDN=/o=CompanyA/ou=North American Administrative Group/cn=Recipients/cn=John.Doe
[40739] (02/12 19:21:40.843):{0x1F60} MAPIMailbox::MAPIMailbox(2) - ResolveName[1] success for DisplayName='/o=CompanyA/ou=North American Administrative Group/cn=Recipients/cn=John.Doe'
[40430] (02/12 19:21:40.874):{0x1F60} {John.Doe@CompanyA.com} MAPIMailbox::MAPIMailbox(2) - Mailbox opened on session 0x0119d368 (ServerA)
[40153] (02/12 19:21:40.968):{0x1F60} PMDatabase::OpenNamedFolder: opening existing folder 'BlackBerryHandheldInfo'
[40155] (02/12 19:21:40.968):{0x1F60} PMDatabase::OpenNamedFolder: opened an existing folder 'BlackBerryHandheldInfo'
[40419] (02/12 19:21:41.171):{0x1F60} Worker thread 0x2D78 added to thread pool for session 0x0119d368 (ServerA)
[40552] (02/12 19:21:41.171):{0x1F60} MAPI: Unable to start advise (0x8007000e)
[40222] (02/12 19:21:41.171):{0x1F60} UserControl::StopWorking called while not running
[20154] (02/12 19:21:41.171):{0x1F60} User Doe, John not started
Cause
The multiple retries to start the affected BlackBerry smartphone user account cause a large amount of worker threads to be created, and result in performance issues on the BlackBerry Enterprise Server.
Resolution
This is a previously reported issue that has been escalated internally to our development team. No resolution timeframe is currently available.
Workaround
To work around this issue, restart the BlackBerry Enterprise Server.
Important: Restarting the BlackBerry Enterprise Server will delay email message delivery to BlackBerry smartphones. For more information, see article KB04789.
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