KB14962 - During slow synchronization of the Address Book for a large number of contacts, the Enterprise Activation process stops working and Invalid packet, failed to read the first chunk of XML stream appears in the BlackBerry Mail Connector log file

Environment

* BlackBerry® Enterprise Server software version 4.0
* SDR114022

Overview

During slow synchronization of the Address Book for a large number of contacts, the enterprise activation process stops working and the following entry may appear in the BlackBerry® Mail Connector log file:
Cause

For BlackBerry Enterprise Server software version 4.0, an internal work queue is built for each Work Request Packet (WRP) while the packets are being received by the BlackBerry Mail Connector. Once the work queue is built, the BlackBerry Mail Connector starts to process WRPs from the queue. During the processing of the WRPs from the internal work queue some of the packets may be processed out of order.

In the BlackBerry Mail Connector, there is code that addresses situations where WRPs are processed out of order from the internal work queue. When this occurs, event id 20207 is logged and the cleanup code feature is used to delete Extensible Markup Language (XML) stream in process. Once the cleanup code process completes, this stage of the enterprise activation process (email message filters, email settings, address book, etc.) starts over, and the BlackBerry Mail Connector receives the XML stream from the BlackBerry Messaging Agent again. If the packets are not processed out of order, the final stage of the enterprise activation process is completed.

During the enterprise activation process, the BlackBerry Mail Connector may process packets out of order. This is typically not seen as an issue. In some circumstances where the invalid packet is processed, it may take 20 minutes or longer for the cleanup code process to be completed and for the XML stream to continue from the BlackBerry Messaging Agent. The process starts over every time an invalid packet is received. While the process is repeating, it may appear as if the enterprise activation process has stopped.

Resolution

Allow the enterprise activation process to continue until it is completed successfully. Alternatively, upgrade the BlackBerry Enterprise Server to software version 4.1.

Additional Information

BlackBerry Enterprise Server software version 4.1 has changed the way that the BlackBerry Mail Connector processes these packets. They are no longer WRPs and the internal work queue has been removed. The BlackBerry Mail Connector processes packets immediately.

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Si MCTS
Co-Owner
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