KB04646 - BlackBerry Controller cannot start Agents for Exchange or GroupWise

hdawg · #1 (**permalink**) 02-11-2009, 09:26 AM

KB04646 - BlackBerry Controller cannot start BlackBerry Messaging Agents for Microsoft Exchange or Novell GroupWise processes

Environment

BlackBerry® Enterprise Server software versions 4.0 and 4.1 for Microsoft® Exchange
BlackBerry® Enterprise Server software versions 4.0 and 4.1 for Novell® GroupWise®

Overview

The BlackBerry Controller is unable to start one of the following:

BlackBerry Messaging Agent in the BlackBerry Enterprise Server for Microsoft Exchange
BlackBerry Messaging Agent and processes based on the GroupWise Connector in the BlackBerry Enterprise Server for Novell GroupWise

As a result, the following problems occur on the BlackBerry Enterprise Server:

BlackBerry Messaging Agent stops logging
BlackBerry Enterprise Server appears to be unavailable for processes that directly use the BlackBerry Messaging Agent
Email messages, calendar entries, and organizer data items are not processed
Enterprise activation processes fail

Cause

The problem may be caused by one of the following:

Resolution

Complete the appropriate resolution for the cause.
Cause 1

The Windows Server service is not present, or is not running on the computer hosting the BlackBerry Enterprise Server.
Resolution

Complete the following steps:

Open Microsoft Windows Administration Tools.
On the Services pane, search for the Windows Server service.
Perform one of the following: Important: Restarting certain BlackBerry Enterprise Server services will delay email message delivery to BlackBerry smartphones. For more information, see KB04789.
- If the Windows Server service is present, set the status to Started. Restart the Windows Server service, and then restart the BlackBerry Dispatcher and BlackBerry Controller. Warning: Prior to restarting the Windows Server service, review any services that depend on it to run.
- If the Windows Server service is not present, add it. Start the Windows Server service, and then restart the BlackBerry Dispatcher and BlackBerry Controller. For instructions on adding the Windows Server service, search the Windows Server 2003 web site.

Cause 2

The Windows 2003 Server on which the BlackBerry Enterprise Server is running is configured to use IPv6. Windows 2003 Server is built with support for both Internet Protocol version 4 (IPv4) and IPv6, but it is configured by default to use IPv4.
Resolution

Configure the Windows 2003 Server to use IPv4.
Note: The following process involves uninstalling IPv6. Make sure that IPv6 is not used by your network.

Click Start > Control Panel, and then double-click Network Connections.
Right-click a local area connection, and select Properties.
Click Microsoft TCP/IP version 6 in the list of installed components, and then click Uninstall.
Click Yes, and then click Close to save the changes to your network connection.

Cause 3

Windows patches were recently installed on the computer hosting the BlackBerry Enterprise Server.
The administration account used to start the BlackBerry services might have been removed from the Local Admins group. Change the account used for the services to .\Administrator, or create a new local administration account to be used by the BlackBerry Enterprise Server services.
Resolution

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

Cause 4

NT LM Security Support Provider, RPC, and TCP/IP NetBios Helper services are not started.
Resolution

Start the services.

Additional Information

When this problem occurs, the BlackBerry Controller (CTRL) log displays one of the following lines:

[20000] (11/15 09:37:05):{0x9F4} Unable to query service status of Dispatcher 'IS2' at \\127.0.0.1: 6
[20000] (11/15 09:37:05):{0x9F4} Could not connect to Service Control Manager at \\127.0.0.1: 1722
[20000] (10/05 10:56:57.254):{0x2BC} Could not connect to Service Control Manager at \\127.0.0.1: 1722
[20000] (10/05 10:56:57.254):{0x2BC} Unable to connect to Dispatcher ''

In the situation described in Cause 3, the BlackBerry Controller log displays the following line: