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KB16097 - BlackBerry Enterprise Server uses 100% of the CPU (Domino)
 
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Old 01-06-2009, 05:11 PM
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Default KB16097 - BlackBerry Enterprise Server uses 100% of the CPU (Domino)

KB16097 - BlackBerry Enterprise Server uses 100% of the CPU


Environment

  • BlackBerry® Device Software 4.5 and later
  • BlackBerry® Enterprise Server software version 4.1 Service Pack 6 (4.1.6) for IBM® Lotus® Domino®
  • SDR201970



Overview

The BlackBerry® Enterprise Server uses very high or close to 100% of the CPU utilization.
While looking in the BlackBerry Messaging Agent log file, most of the CPU usage appears to be connected to a single worker thread scanning for new email messages for a single BlackBerry smartphone user. The following log files lines are displayed:
[20149] (MM/DD ##:##:##.###):{0x####} Thread ####, utilization=95.1546%, failed health check 2 times

[20148] (MM/DD ##:##:##.###):{0x####} Thread: *** No Response *** Thread Id=0x####, Handle=0x###, WaitCount=#2, Last Activity: Scanning for new mail for user Clyde Warren/Team
or
[20149] (MM/DD ##:##:##.###):{0x####} Thread ####, utilization=99.1005%, failed health check 7 times

[20148] (MM/DD ##:##:##.###):{0x####} Thread: *** No Response *** Thread Id=0x####, Handle=0x###, WaitCount=7, Last Activity: Received NEW MAIL for user John Smith/Company

Outcomes of this issue may include the following:
  • The BlackBerry Enterprise Server stops responding unexpectedly
  • Overall delays
Restarting the nbese.exe BES task within IBM® Lotus® Domino® is required to reduce the CPU usage to normal levels.
Important: Restarting the BlackBerry Enterprise Server will delay email message delivery to BlackBerry smartphones. For more information, see KB04789.



Cause

This issue is caused when email messages that contain rich content and plain text are sent to BlackBerry smartphone users with HTML-compatible BlackBerry smartphones (those using BlackBerry Device Software 4.5 and later). The email message can be identified by looking into the Document Properties of each Body field in the email message. The Body field will contain the following content-specific elements:
Note: The elements may not be displayed in this specific order.
  • Content-Type: text/plain
  • Content-Type: Multipart/Alternative
  • Content-Type: Multipart/Related
  • Content-Type: text/html



Resolution

To resolve this issue, upgrade to BlackBerry Enterprise Server software version 4.1 Service Pack 6 Maintenance Release 1 (4.1.6 MR1) or later.



Workaround

Turn off rich content and inline images in the BlackBerry Enterprise Server. For more information, see KB15931.

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Old 04-14-2009, 07:55 PM
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