[hdawg]

KB14066 - Worker thread not responding locking CDO mutex


Environment

• BlackBerry® Enterprise Server version 4.1 SP4 for Microsoft® Exchange
• SDR141291

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Overview

The BlackBerry smartphone user may report delays in receiving email messages, and the following entries appear in the Event Viewer log:
Event Type: Warning

Event Source: BlackBerry Messaging Agent Agent 2

Event Category: None

Event ID: 40578

Date: 8/10/2007

Time: 8:59:51 PM

User: N/A

Computer:

Description:

CDO helper - worker thread not responding, Starting.
Event Type: Warning

Event Source: BlackBerry Messaging Agent Agent 2

Event Category: None

Event ID: 40578

Date: 8/10/2007

Time: 8:59:50 PM

User: N/A

Computer:

Description:

CDO helper - worker thread not responding, Locking CDO mutex.

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Cause

The issue is caused by an error within the Messaging Application Programming Interface (MAPI) subsystem during a profile creation. These errors may be transient and may be caused by temporary network connectivity issues, server performance, or other reasons.

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Resolution

To resolve this issue, install BlackBerry Enterprise Server 4.1 SP4 MR2

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Workaround

To workaround this issue, create a new registry key by completing the following steps:
Warning: The following procedure 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.

1. Open the Registry Editor, and locate HKEY_LOCAL_MACHINE\SOFTWARE\Research In Motion\BlackBerry Enterprise Server\Agents.
2. Create DWORD MaxTimeoutOnCalHelper. Note: By default this key does not exist.
3. Specify a value of decimal 180.
4. Close the Registry Editor.
5. Restart the BlackBerry Enterprise Server.

Important: Restarting the BlackBerry Enterprise Server will delay email message delivery to BlackBerry smartphones. For more information, see KB04789.