KB03304 - Message delays caused by a domain name resolution issue


Environment

• BlackBerry® Enterprise Server version 3.6 SP2 to 4.1 SP6 for Microsoft® Exchange
• BlackBerry® Professional Server for Microsoft® Exchange

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Overview

BlackBerry smartphone users on the BlackBerry Enterprise Server experience message delivery delays. The BlackBerry Enterprise Server debug log displays the following:
Thread: *** No Response *** Thread Id=0xA00, Handle=0x17A8, WaitCount=1, NEW_MAILBOX_PACKET event for User: <user_name>@<domain>
When unresponsive threads reach a WaitCount=5, a memory dump is displayed in the BlackBerry Enterprise Server debug log. For example:
[30000] (08/09 13:42:55):{0xCC0} PC Address: 0046EED9, ESP=0AFDFA44 EBP=0AFDFC24, Parameters (1-4)0x012F3C28 0x00572744 0x0AFDFCF4 0x0D56DC28)

[30000] (08/09 13:42:55):{0xCC0} Module Name: BlackBerryServer.exe

[30000] (08/09 13:42:55):{0xCC0} Symbol Information: RIM_HrGWResolveProxy

[30000] (08/09 13:42:55):{0xCC0} Source File: globals.cpp, line 1854+0029 byte(s)

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Cause

The BlackBerry Enterprise Server cannot access the Global Catalog (GC) server. The RIM_HrGWResolveProxy entry in the BlackBerry Enterprise Server debug log indicates there is a domain name resolution problem as a result of GC server access failure.

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Resolution

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.
Verify that the BlackBerry Enterprise Server is using the correct GC server for domain name resolution.

1. Back up the Registry. For instructions, search for article 322756 in the Microsoft Support Knowledge Base.
2. In the Registry Editor, go to HKEY_CURRENT_USER\Software\Microsoft\Windows NT\CurrentVersion\Windows Messaging Subsystem\Profiles\<BLACKBERRY_ENTERPRISE_SERVER_NAME>. Note: The registry key in BlackBerry Enterprise Server version 4.0 and 4.1 is not defined as the BlackBerry Enterprise Server name; it appears as BlackBerryServer because the BlackBerry Enterprise Server does not run as multiple instances on the same machine as it did in BlackBerry Enterprise Server version 3.6.
3. Click the registry key that begins with dca.
4. Double-click 001e6602.
5. In the Value data field, type the Fully Qualified Domain Name (FQDN) of the GC server that the Messaging Application Programming Interface (MAPI) Profile references for domain name resolution. The GC server must be accessible on your Local Area Network (LAN). For example:
   
6. Click OK.
7. Go to HKEY_CURRENT_USER\Software\Microsoft\Windows NT\CurrentVersion\Windows Messaging Subsystem\Profiles\BlackBerry Server Management.
8. Click the registry key that begins with dca.
9. Double-click 001e6602.
10. In the Value data field, type the same GC Server FQDN that you entered in step 5.
11. Click OK.
12. For BlackBerry Enterprise Server version 3.6, restart the BlackBerry Enterprise Server service. For BlackBerry Enterprise Server version 4.0 to 4.1, restart the BlackBerry Dispatcher.

Important: Restarting the BlackBerry Enterprise Server will delay message delivery to BlackBerry smartphones. See article KB04789 for more information.

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I have that error but Im running BES 5.0 and the key HKEY_CURRENT_USER\Software\Microsoft\Windows NT\CurrentVersion\Windows Messaging Subsystem\Profiles\BlackBerry Server Management doesnt exist, the other one is correct and it is pointing to the right server (FQDN)

[40202] (11/10 11:59:36.418):{0x724} ResolveProxyMAPI(1) - Properties not found
[40846] (11/10 11:59:36.418):{0x724} {user@domain.com} GetPIMItem - Syncing empty e-mail address 1 due to failure in RIM_HrGWResolveProxy (type=Address Book)

Can anybody help me with this? This user took sooooo long in the activation process and this error was a bunch of times in the log during the 55% of the wireless activation.

Will this affect later the user ??

Thanks in advance