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KB01426 - SRP connection is disabled on the BlackBerry Enterprise Server
 
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Old 07-20-2009, 08:29 PM
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Default KB01426 - SRP connection is disabled on the BlackBerry Enterprise Server

KB01426 - SRP connection is disabled on the BlackBerry Enterprise Server


Environment

  • BlackBerry® Enterprise Server



Overview

The Server Routing Protocol (SRP) connection displays a disabled status when trying to verify the connection to the BlackBerry® Infrastructure.
The BlackBerry Messaging Agent (MAGT) log may display the following:
[40000] (02/19 10:23:49):{0xF2C} SRPClient::ReceivePacket: Error receiving Header (10054)

[30155] (02/19 10:23:49):{0xF30} SRP connection dropped

[30357] (02/19 10:23:49):{0xF30} Connection with lost

[40000] (02/19 10:23:49):{0xF3C} SRPClientReceiver thread stopped

[40000] (02/19 10:23:49):{0xF3C} [DIAG] EVENT=Unregister_thread, THREADID=0xF3C, THREADNAME="SRPClientReceiver"

[30000] (02/19 10:23:49):{0xF30} [SRP] Connection lost
Note: The BlackBerry Infrastructure automatically re-enables SRP Identifiers at 3 AM local time every day as long as the SRP Identifier has not expired.



Cause

This problem may be caused by one of the following:
  • Network access issues occur when the BlackBerry Enterprise Server tries to connect to the BlackBerry Infrastructure through the default port on the firewall.
  • The SRP Identifier attempts to connect to the BlackBerry Infrastructure five times within one minute.



Resolution

Complete the appropriate resolution for the cause of this problem.
Cause 1

Network access issues occur when the BlackBerry Enterprise Server tries to connect to the BlackBerry Infrastructure through the default port on the firewall.
Resolution 1

Search the MAGT logs using the following phrase:
Connection with lost
where is the SRP address that the BlackBerry Enterprise Server uses to connect to the BlackBerry Infrastructure.
Record the start and end times for lines that contain the search term, then send this information to the network and firewall administrators for investigation.
Note: For information on the Error Receiving Header message, see KB01513.

Cause 2

If the SRP Identifier attempts to connect to the BlackBerry Infrastructure five times in under one minute, the SRP Identifier is disabled from the BlackBerry Infrastructure.
Note: If the SRP Identifier connects and disconnects five times within one minute, it is disabled so that no one can use the same SRP Identifier or try to access the SRP Identifier and SRP Authentication Key. This is by design.
Resolution 2

Verify the following:
  • Only one instance of the BlackBerry Enterprise Server is connecting with a SRP Identifier and SRP Authentication Key.
  • The BlackBerry Enterprise Server is not continuously disconnecting due to issues within the environment (for example, Time-To-Live settings).
If there are multiple instances of the BlackBerry Enterprise Server connecting to the BlackBerry Infrastructure, disable the subsequent instances of the BlackBerry Enterprise Server.
Note: If more than one BlackBerry Enterprise Server is using the same SRP Identifier and attempting to connect through the same proxy server, the connections will appear to be originating from one IP address. Stop all instances of the BlackBerry Enterprise Server and make sure that only one BlackBerry Enterprise Server instance attempts to connect to the BlackBerry Infrastructure.



Additional Information

If an SRP identifier is disabled due to the unique identifier (UID) expiring, the SRP identifier has been permanently disabled.
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