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KB15379 - BlackBerry smartphone user account cannot be started on the BES
 
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Old 07-17-2009, 10:28 AM
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Default KB15379 - BlackBerry smartphone user account cannot be started on the BES

KB15379 - BlackBerry smartphone user account cannot be started on the BlackBerry Enterprise Server
Environment

  • BlackBerry® Enterprise Server version 4.1
  • SDR171688


Overview

A BlackBerry smartphone user account cannot be started on the BlackBerry Enterprise Server. The following lines appear in the BlackBerry Messaging Agent log:
[30041] (02/12 18:50:05.419):{0x76C} Starting handheld for Doe, John

[40704] (02/12 18:50:05.419):{0x76C} MAPIMailbox::MAPIMailbox(2) ServerDN=/o=CompanyA/ou=North American Administrative Group/cn=Configuration/cn=Servers/cn=ServerA/cn=Microsoft Private MDB, MailboxDN=/o=CompanyA/ou=North American Administrative Group/cn=Recipients/cn=John.Doe

[40739] (02/12 18:50:05.419):{0x76C} MAPIMailbox::MAPIMailbox(2) - ResolveName[1] success for DisplayName='/o=CompanyA/ou=North American Administrative Group/cn=Recipients/cn=John.Doe'

[40430] (02/12 18:50:05.623):{0x76C} {[email protected]} MAPIMailbox::MAPIMailbox(2) - Mailbox opened on session 0x0119d368 (ServerA)

[40153] (02/12 18:50:06.326):{0x76C} PMDatabase::OpenNamedFolder: opening existing folder 'BlackBerryHandheldInfo'

[40155] (02/12 18:50:06.373):{0x76C} PMDatabase::OpenNamedFolder: opened an existing folder 'BlackBerryHandheldInfo'

[40419] (02/12 18:50:06.529):{0x76C} Worker thread 0x2D78 added to thread pool for session 0x0119d368 (ServerA)

[40552] (02/12 18:50:06.529):{0x76C} MAPI: Unable to start advise (0x8007000e)

[40222] (02/12 18:50:06.529):{0x76C} UserControl::StopWorking called while not running

[20154] (02/12 18:50:06.529):{0x76C} User Doe, John not started
This event is followed by multiple retries to start the affected BlackBerry smartphone user account. These retries are written to the log as follows:
[30053] (02/12 19:21:40.843):{0x1F60} Retry start for user: /o=CompanyA/ou=North American Administrative Group/cn=Recipients/cn=John.Doe

[30041] (02/12 19:21:40.843):{0x1F60} Starting handheld for Doe, John

[40704] (02/12 19:21:40.843):{0x1F60} MAPIMailbox::MAPIMailbox(2) ServerDN=/o=CompanyA/ou=North American Administrative Group/cn=Configuration/cn=Servers/cn=ServerA/cn=Microsoft Private MDB, MailboxDN=/o=CompanyA/ou=North American Administrative Group/cn=Recipients/cn=John.Doe

[40739] (02/12 19:21:40.843):{0x1F60} MAPIMailbox::MAPIMailbox(2) - ResolveName[1] success for DisplayName='/o=CompanyA/ou=North American Administrative Group/cn=Recipients/cn=John.Doe'

[40430] (02/12 19:21:40.874):{0x1F60} {[email protected]} MAPIMailbox::MAPIMailbox(2) - Mailbox opened on session 0x0119d368 (ServerA)

[40153] (02/12 19:21:40.968):{0x1F60} PMDatabase::OpenNamedFolder: opening existing folder 'BlackBerryHandheldInfo'

[40155] (02/12 19:21:40.968):{0x1F60} PMDatabase::OpenNamedFolder: opened an existing folder 'BlackBerryHandheldInfo'

[40419] (02/12 19:21:41.171):{0x1F60} Worker thread 0x2D78 added to thread pool for session 0x0119d368 (ServerA)

[40552] (02/12 19:21:41.171):{0x1F60} MAPI: Unable to start advise (0x8007000e)

[40222] (02/12 19:21:41.171):{0x1F60} UserControl::StopWorking called while not running

[20154] (02/12 19:21:41.171):{0x1F60} User Doe, John not started


Cause

The multiple retries to start the affected BlackBerry smartphone user account cause a large amount of worker threads to be created, and result in performance issues on the BlackBerry Enterprise Server.


Resolution

This is a previously reported issue that has been escalated internally to our development team. No resolution timeframe is currently available.


Workaround

To work around this issue, restart the BlackBerry Enterprise Server.
Important: Restarting the BlackBerry Enterprise Server will delay email message delivery to BlackBerry smartphones. For more information, see article KB04789.

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Old 09-12-2009, 11:57 AM
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