KB03806 - BlackBerry Dispatcher, BlackBerry Policy Service, and BlackBerry Synchronization Service did not start automatically


Environment

• BlackBerry® Enterprise Server versions 4.0 to 4.1
• Microsoft® SQL Server®

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Overview

Microsoft SQL Server authentication parameters are not present in the BlackBerry Server Configuration Panel.
Errors 5608, 5003, and 5201 might appear in the Windows Event Viewer logs, and the following services might not have automatically started:

• BlackBerry Dispatcher
• BlackBerry Policy Service
• BlackBerry Synchronization Service

Error messages similar to the ones shown below are displayed in the BlackBerry Enterprise Server logs.

BlackBerry Policy Service: BIPP connect client. Error calling host localhost.
BlackBerry Dispatcher: COM timeout connecting to SQL Database.

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Cause

This issue may be caused by one of the following:

1. The BlackBerry Enterprise Server cannot authenticate to the Microsoft SQL Server database.
2. The BlackBerry Dispatcher, BlackBerry Policy Service, and BlackBerry Synchronization Service attempt to start before the Microsoft SQL Server starts.

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Resolution

Warning: A procedure in this article involves modifying the computer registry. This can cause substantial damage to the Windows® operating system. Document and back up the registry entries prior to implementing any changes.
Complete the appropriate resolution for the cause of this problem.

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Cause 1

The BlackBerry Enterprise Server cannot authenticate to the Microsoft SQL Server database.
Resolution

If you are using Microsoft SQL Authentication, update the SQL authentication information.

1. In the BlackBerry Server Configuration Panel, click the Database Connectivity tab.
2. In the SQL Authentication section, select the SQL Authentication option.
3. Type a SQL User Name and Password for the SQL Server, and click OK.

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Cause 2

The BlackBerry Dispatcher, BlackBerry Policy Service, and BlackBerry Synchronization Service attempt to start before the Microsoft SQL Server starts.
Resolution

Update the Windows registry to add a Microsoft SQL dependency to the BlackBerry Dispatcher, BlackBerry Policy Service, and BlackBerry Synchronization Service.

1. To open the Registry Editor, click Start > Run, type regedt32, and press ENTER.
2. Go to HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services.
3. Identify the name of the Microsoft SQL Server listed in one of the following folders:
   • MSSQLServer
   • MSSQL$InstanceName
4. Perform the following steps in the BlackBerry Dispatcher folder, the BlackBerry Policy Service folder, and the BlackBerry SyncServer folder:
   1. Double-click the DependOnService key.
   2. On the Multi-String Editor screen, type the Microsoft SQL Server name and click OK.
5. Close the Registry Editor.

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Additional Information

Information previously documented in KB15026 has been merged into this article.
To verify that registry entries for SQL Authentication are correct, check the Login and Password values in the following location in the registry:
HKEY_CURRENT_USER\Software\Research In Motion\BlackBerry Enterprise Server\Database

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