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KB03665 - Memory leak causes "ERR_RESOURCE_ALLOC" error or truncated BlackBerry ...
 
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Old 09-14-2009, 10:06 PM
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Default KB03665 - Memory leak causes "ERR_RESOURCE_ALLOC" error or truncated BlackBerry ...

KB03665 - Memory leak causes "ERR_RESOURCE_ALLOC" error or truncated BlackBerry smartphone messages


Environment

  • BlackBerry® Enterprise Server for Microsoft® Exchange
  • BlackBerry smartphones
  • Microsoft® Exchange 2003



Overview

The BlackBerry Enterprise Server debug logs show the following error:
20050102_BlackBerry Enterprise Server_blackberry.txt(425528): [20176] (01/02 09:04:37):{0x14C8} {<user_name>@<domain_name>.com} GetNewMessages() failed: ERR_RESOURCE_ALLOC



Cause

Memory leaks from the EMSMDB32.dll file cause the Microsoft Exchange Server 2003 Messaging Application Programming Interface (MAPI) session open object limits to be exceeded. Restarting the BlackBerry Enterprise Server or the BlackBerry Enterprise Server services temporarily fixes the problem because the restart releases the memory allocated to resources. The EMSMDB32.dll file will have a memory leak again, resulting in degraded performance and exceeded open object limits. Note: A regularly scheduled restart of the BlackBerry Enterprise Server may temporarily alleviate the issue. This is not recommended as a permanent solution.



Resolution

To resolve this problem, complete one of the following resolutions:
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.
Resolution 1
Manually correct the memory leak in the EMSMDB32.dll file.
  1. In the Windows registry, increase the default values of the MAPI session open object limits. For instructions, see articles 830829 and 830836 at the Microsoft Support Website.
  2. Fix the EMSMDB32.dll file memory leak on the computer hosting the BlackBerry Enterprise Server. For instructions, see article 898782 at Microsoft Support Website. Note: Consult your Microsoft support representative to see if you should apply the same fix to your Microsoft Exchange 2003 Servers or any computers hosting the Microsoft Exchange Server 2003 system management software.
  3. Restart the BlackBerry Enterprise Server. Important: Restarting the BlackBerry Enterprise Server will delay email message delivery to BlackBerry smartphones. For more information, see KB04789.
  4. Verify that the EMSMDB32.dll file has been successfully updated to version 6.5.7233.36.

Resolution 2
Install Microsoft Exchange Server 2003 Service Pack 2 on the BlackBerry Enterprise Server to update and correct the memory leak.
Note:Only BlackBerry Enterprise Server software version 3.6 Service Pack 7 (3.6.7) and BlackBerry Enterprise Server version 4.0 SP4 or later are compatible with Microsoft Exchange Server 2003 Service Pack 2.
If you are running BlackBerry Enterprise Server software version 4.0 Service Pack 4 (4.0.4) or later, you can download and install Service Pack 2 for Microsoft Exchange 2003 on the BlackBerry Enterprise Server. This will update the EMSMDB32.dll file to version 6.5.7638.2.



Additional Information

For more information on memory leaks from the EMSMDB32.dll file see KB14374, KB14375, and KB14376.
To determine which BlackBerry smartphone users are causing the MAPI session open object limits to be exceeded, complete the following steps:
  1. Open the Microsoft Exchange 2003 System Manager.
  2. Expand any administrative groups that contain mailboxes for the BlackBerry Enterprise Server.
  3. Expand Servers.
  4. Expand each of the Microsoft Exchange Servers that contain mailboxes for the BlackBerry Enterprise Server.
  5. For each Microsoft Exchange Server, expand the relevant storage groups.
  6. Expand the relevant mailbox store.
  7. Click Logons.
  8. From the View menu, select Choose Columns.
  9. From Hidden Columns, select Open Messages,Open Attachments, and Open Folders.
  10. Click Add.
  11. To commit the changes to the View options, click OK. Open Messages, Open Attachments, and Open Folders are now added to the displayed columns in the Microsoft Exchange System Manager. You can sort the rows based on the column values to see who is close to exceeding the open object limits.

If you need to contact your wireless service provider, have the following information available:
  • Your version of the EMSMDB32.dll file on the BlackBerry Enterprise Server. The corrected version is 6.5.7233.36
  • BlackBerry Enterprise Server debug logs
  • Updated Microsoft Exchange Application logs for the Microsoft Exchange Servers that contain affected BlackBerry smartphone users
Refer to the Compatibility Matrix for more information on BlackBerry Enterprise Server software versions that support Microsoft Exchange 2003 Service Pack 2.
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