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KB14074 - BlackBerry Messaging Agent log reports "E_OUTOFMEMORY" errors
 
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Old 05-26-2009, 01:30 PM
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Default KB14074 - BlackBerry Messaging Agent log reports "E_OUTOFMEMORY" errors

KB14074 - BlackBerry Messaging Agent log reports "E_OUTOFMEMORY" errors


Environment

  • BlackBerry® Enterprise Server version 4.0 to 4.1 for Microsoft® Exchange



Overview

During activity using the cdo.dll file, an E_OUTOFMEMORY error is logged and causes the CalHelper process to fail.
Entries similar to the following appear in the BlackBerry Messaging Agent log:
[30001] (07/10 09:27:48.074):{0x2210} CDOCalendar::Initialize - Code = 800405f6, WCode = 03f6, Code meaning = IDispatch error #1014,

[30002] (07/10 09:27:48.074):{0x2210} Server = ExchangeSrvr, Mailbox = /o=Organization/ou=Region/cn=Recipients/cn=User Name Description = [Collaboration Data Objects - [E_OUTOFMEMORY(8007000E)]]

[30180] (07/10 09:27:48.074):{0x2210} {User Name} CDOCalendar::Initialize - Error in call m_spCDOSession->Logon

[40000] (07/10 09:27:48.074):{0x2210} CDO initializing failure in CDO helper 0e6216f0 (1)

[40580] (07/10 09:27:48.074):{0x2210} CDO helper 0e6216f0 closing after CDO initialize failure

[40000] (07/10 09:27:48.184):{0x2210} CalHelper failed 0e6216f0, ErrorCode = -11, Thread activity was Checking CDO object list

[40577] (07/10 09:27:48.840):{0x2210} CDO helper 0e6216f0 stopped
Alternate OutOfMemory error seen in the MAGT logs:>>
[40552] MAPI: Unable to start advise (0x8007000e)>>




Cause

This issue may be caused by another Microsoft® Messaging Application Programming Interface (MAPI) application starting before the BlackBerry Messaging Agent using the BlackBerry Enterprise Server service account.
The MAPI Global Heap is set on a per-user basis and in this case it is set to the default value of 0x00100000 for both applications.



Resolution

Make sure that the MAPI Global Heap is configured for a hexadecimal value of 0x00800000 instead of 0x00100000. This value must be set by creating a sharedmemmax DWORD registry key in a subfolder for each application that requires it.
For example, in the registry key SOFTWARE\Microsoft\Windows Messaging Subsystem\Applications\BlackBerryAgent, in the BlackBerryAgent folder, set the DWORD sharememmax to the correct hexadecimal value.
If it is determined that the BlackBerry User Administration Tool service installed locally on the BlackBerry Enterprise Server is causing the issue, perform one of the following options:
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.
Option 1 – Remove BESUserAdminService.exe from the BlackBerry Enterprise Server
  1. Stop the BlackBerry Enterprise Server User Administration Tool service.
  2. From a command prompt, change directories to the folder where the BESUserAdminService.exe file and the associated .dll files are located.
  3. Type besuseradminservice -remove and press Enter. This command removes only the service from the computer.
  4. On the computer that the BlackBerry Enterprise Server User Administration Tool service files are located on, remove the following files:
    • BESUserAdminService.exe
    • BESUserAdminX.dll (Microsoft Exchange environments only)
    • BESUserAdminD.dll (IBM® Lotus® Domino® environments only)
    • BESUserAdminG.dll (Novell® GroupWise® environments only)
    • BESUserAdminAudit.dll
  5. Open the Registry Editor and browse to the registry key HKEY_CURRENT_USER\Software\Research In Motion\BlackBerry Enterprise Server.
  6. Remove the Admin registry key and any subkeys.
  7. On the computer that the BlackBerry Enterprise Server User Administration Tool client component is located on, remove the BESUserAdminClient.exe file.
  8. Restart the BlackBerry Dispatcher and BlackBerry Controller. Important: Restarting certain BlackBerry Enterprise Server services will delay email message delivery to BlackBerry smartphones. For more information, see KB04789.
Option 2 – Change the registry to force the BESUserAdminService.exe service to not use extra memory
  1. Open the Registry Editor and locate the following registry key: HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows Messaging Subsystem\Applications\BESUserAdminService
  2. Create a DWORD named SharedMemMaxSize with a hexadecimal value of 0x00800000.
  3. Restart the BlackBerry Dispatcher and BlackBerry Controller. Important: Restarting certain BlackBerry Enterprise Server services will delay email message delivery to BlackBerry smartphones. For more information, see KB04789.



Additional Information

To determine what applications are using MAPI virtual memory type the following command in a command prompt to return all applications using any MAPI dll files. The list returned is in order of startup.
Note: You can not use tasklist to determine this information as it does not allow for wildcards to find all MAPI dll file usage.
C:\Program Files\Debugging Tools for Windows\>tlist -m *mapi*
Sample output of the results of this command is as follows:
MAPI32.dll - 1320 BESUserAdminService.exe

MAPI32.DLL - 2700 exmgmt.exe

MAPI32.dll - 3152 BlackBerryAgent.exe

MAPI32.dll - 3160 BlackBerryAgent.exe

MAPI32.dll - 3162 BlackBerryAgent.exe

MAPI32.dll - 3170 BlackBerryAgent.exe

MAPI32.dll - 3182 BlackBerryAgent.exe

MAPI32.dll - 5600 bbmgrw32.exe

MAPI32.dll - 252 CalHelper.exe

MAPI32.dll - 2264 CalHelper.exe
In this example, BESUserAdminService.exe is started first using the BlackBerry Enterprise Server service account. If the SharedMemMaxSize registry key located in HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows Messaging Subsystem is not set for BESUserAdminService.exe, the MAPI Global Heap is set to the default value of 0x0100000 for this and any additional applications started by the BlackBerry Enterprise Server service account. In this scenario, when the BlackBerry Messaging Agent is started, it uses the same MAPI Global Heap with a size of 0x0100000. If BESUserAdminService.exe has the SharedMemMaxSize registry key set to 0x0800000 when the BlackBerry Messaging Agent starts, it will use the same MAPI Global Heap with the size of 0x0800000.
The next process listed is exmgmt.exe. This process typically uses the local system account. When this process is started, it sets the MAPI Global Heap to the default value of 0x0100000. Since the MAPI Global Heap is set on a per-user basis, this process will run with its own separate MAPI Global Heap. If the process is configured to start with the BlackBerry Enterprise Server service account, then both processes use the same MAPI Global Heap, set to 0x0100000, unless the SharedMemMaxSize registry key is set to 0x0800000 for exmgmt.exe.
For additional information on MAPI memory issues, search for more information about MAPI memory usage on the Microsoft Help and Support web site.
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