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KB14374 - Email message failures occur for one or more BlackBerry smartphone users
 
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Old 09-14-2009, 10:10 PM
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Default KB14374 - Email message failures occur for one or more BlackBerry smartphone users

Environment

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



Overview

Email message failures have occurred for one or more BlackBerry smartphone users.



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 Service 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

For more information, and resolutions, see KB03665.



Additional Information

For more information on memory leaks from the EMSMDB32.dll file see KB14375, KB14376, and KB03665.
To determine which BlackBerry smartphone users are causing the MAPI session open object limits to be exceeded complete the following steps:
  1. Open 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.
  • The BlackBerry Enterprise Server debug logs.
  • The 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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