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KB03321 - Service-specific error 5003
 
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Old 01-28-2009, 07:08 PM
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Default KB03321 - Service-specific error 5003

KB03321 - Service-specific error 5003


Environment

  • BlackBerry® Enterprise Server software version 4.0 to 4.1 for IBM® Lotus® Domino®
  • BlackBerry® Enterprise Server software version 4.0 to 4.1 for Microsoft® Exchange
  • Windows 2003
  • Windows Server® 2000



Overview

When the BlackBerry Enterprise Server is started after being installed or upgraded, or when the BlackBerry Policy Service is started, the following error is received:
Windows could not start the BlackBerry Policy Service on Local Computer. For more information, review the System Event Log. If this is a non-Microsoft service, contact the service vendor, and refer to service-specific error code 5003.



Cause

This issue may be caused by one of the following:
  1. The Microsoft® SQL Server® service used by the BlackBerry Enterprise Server is not running.
  2. The named pipes and/or TCP/IP protocols are disabled on the Microsoft SQL Server.
  3. The Protected Storage service is not running.
  4. The administration account used to install the BlackBerry Enterprise Server software did not have the necessary permissions.
  5. The BlackBerry Enterprise Server was not installed using a BlackBerry Enterprise Server administration account.
  6. The GuestBESName registry key is pointing to the incorrect BlackBerry Enterprise Server.
  7. The Microsoft XML Parser is not installed or is not functioning correctly.
  8. The BlackBerry Enterprise Server administration account is not a member of Builtin administrators group.
  9. The BlackBerry Configuration Database was created originally in Microsoft SQL Server but has since been downgraded to Microsoft SQL Server Desktop Engine (MSDE).



Resolution

Complete the appropriate resolution for the cause.
Cause 1
The Microsoft SQL Server service used by the BlackBerry Enterprise Server is not running.
Resolution
  1. Open Windows Services.
  2. Right-click Microsoft SQL Server Service.
  3. Click Start.
Note: The default Microsoft SQL Server Service instance name is MSSQLSERVER. A named instance will appear as MSSQL$<instance_name>. For more information on default versus named instances, see the topic Multiple Instances of SQL Server in the MSDN Library.

Cause 2
The named pipes and/or TCP/IP protocols are disabled on the Microsoft SQL Server.
Resolution
Turn on the named pipes and TCP/IP protocols on the Microsoft SQL Server.
For more information on how to turn on the named pipes and TCP/IP protocols, see the Microsoft Knowledge Base.

Cause 3
The Protected Storage service is not running.
Resolution
  1. Open Windows Services.
  2. Right-click Protected Storage.
  3. Click Start.
For more information on the Protected Storage service, see the Microsoft Knowledge Base.

Cause 4
The administration account used to install the BlackBerry Enterprise Server does not have the necessary permissions.
Resolution
To remove and re-install the BlackBerry Enterprise Server using the correct administration account, complete the following steps:
  1. Create a BlackBerry Enterprise Server administration account. For instructions, see the BlackBerry Enterprise Server Installation Guide.
  2. Uninstall the BlackBerry Enterprise Server. For instructions, see KB04096.
  3. Log in to the BlackBerry Enterprise Server with the new BlackBerry Enterprise Server administration account (for example, BESAdmin).
  4. Re-install BlackBerry Enterprise Server.

Cause 5
The BlackBerry Enterprise Server was not installed using a BlackBerry Enterprise Server administration account.
Resolution
To resolve this issue, copy the Research In Motion® (RIM®) registry key to the correct administration account.
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.
  1. Using theWindows Services Administration tool, stop all BlackBerry Enterprise Server services.
  2. Log in to the BlackBerry Enterprise Server using the account that was used to install the BlackBerry Enterprise Server software.
  3. Open the Registry Editor by clicking Start > Run.
  4. Type regedit and click OK.
  5. Navigate to the following location and create a backup of the Research In Motion folder: HKEY_CURRENT_USER\Software\Research In Motion
  6. Restart the BlackBerry Enterprise Server and log in using the correct administration account. Important: Restarting the BlackBerry Enterprise Server will delay email message delivery to BlackBerry smartphones. For more information, see KB04789.
  7. Restore the backup of the registry key from Step 4.
  8. Create the BlackBerry Enterprise Server Messaging Application Programming Interface (MAPI) profile. For instructions on MAPI profile creation, see the BlackBerry Enterprise Server Installation Guide.
  9. Restart the BlackBerry Enterprise Server.

Cause 6
The GuestBESName registry key is referring to the incorrect BlackBerry Enterprise Server.
Resolution
Change the BlackBerry Enterprise Server name in the GuestBESName registry key.
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.
  1. Open the Registry Editor by clicking Start > Run.
  2. Type regedit and click OK.
  3. Go to HKEY_LOCAL_MACHINE/Software/Research In Motion/BlackBerry Enterprise Server/BlackBerry IT Admin Server.
  4. Double-click GuestBESName.
  5. In the Value data field, type the correct BlackBerry Enterprise Server name.
  6. Click OK.
  7. Close the Registry Editor.
  8. In BlackBerry Manager, right-click the BlackBerry Enterprise Server name, and then click Stop Service > BlackBerry Policy Service. Important: Restarting certain BlackBerry Enterprise Server services will delay email message delivery to BlackBerry smartphones. For more information, see KB04789.
  9. Right-click the BlackBerry Enterprise Server name, and then click Start Service > BlackBerry Policy Service.
  10. Close BlackBerry Manager.

Cause 7
The Microsoft XML Parser is not installed or is not functioning correctly. When the BlackBerry Policy Service tries to start, error 5003 is received. Problems starting the BlackBerry Attachment Service and the BlackBerry Synchronization Service may also occur.
Resolution
Install the Microsoft XML Parser (MSXML) file. For instructions, see the resolution in KB04471.


Cause 8 The BlackBerry Enterprise Server administration account is not a member of Builtin administrators group. This applies to BlackBerry Enterprise Server software version 4.1 on a domain controller.
Resolution
Add the BlackBerry Enterprise Server administration account to Builtin administrators group. For instructions, see KB02276.

Cause 9
The BlackBerry Configuration Database was created originally in Microsoft SQL Server but has since been downgraded to MSDE.
In the BlackBerry Policy Service log, the following line appears:
[20641] (01/01 1:00:00.000):{0x0001} COM Error 0x80040E14 in BESDB_AddPrimaryPolicyKeysToDB - Unable to set MDSPushMaxStoredMessages as this feature is disabled for MSDE - IDispatch error #3092
Resolution
  1. Start the SQL Query Analyzer or run OSQL -E from the command prompt.
  2. Type the following commands at the command prompt, pressing Enter at the end of each command:
    1> use BESMGMT

    2> go

    1> update globalsettings set MDSPushMaxStoredMessages = 0

    2> go

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