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KB12870 - Identifying message delays caused by Microsoft Exchange performance
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Old 02-16-2009, 10:49 AM
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Default KB12870 - Identifying message delays caused by Microsoft Exchange performance

KB12870 - Identifying message delays caused by Microsoft Exchange performance


  • BlackBerry® Enterprise Server version 4.0 to 5.0
  • Microsoft® Exchange Server version 2000 to 2007


Email messages appear in the Microsoft® Outlook® inbox, but their arrival on the BlackBerry smartphone is delayed.


A messaging server in the Microsoft Exchange environment may be experiencing an issue or event resulting in non-responsive threads.
Check the Windows® Event Viewer Application Log for events similar to the following:
Event Type: Information

Event Source: BlackBerry Messaging Agent ServerName Agent 2

Event Category: None

Event ID: 50020

Date: 3/30/2007

Time: 9:55:50 AM

User: N/A

Computer: ServerName


Some worker threads have been blocked for 2 health checks.
The BlackBerry Enterprise Server initiates Messaging Application Protocol Interface (MAPI) threads with the messaging server. A request that is not acknowledged by the messaging server within 10 minutes, a time equal to one health check, results in a blocked thread. Blocked threads might indicate that Microsoft Exchange is unable to respond.
Note: While a BlackBerry Enterprise Server restarts, blocked threads might occur for one or two health checks. Blocked threads that continue for more than three health checks may indicate a problem.
Once the MAPI threads enter a non-responsive state it is possible that the threads will not be released; all MAPI threads used by the BlackBerry Enterprise Server will then be locked. Since the BlackBerry Enterprise Server affects multiple mail boxes and has a finite number of available MAPI threads, issues with network connectivity or Microsoft Exchange performance are usually noticed on the BlackBerry Enterprise Server before Microsoft Outlook.


Determine the Microsoft Exchange Server instance that the non-responsive threads are reported against. To do this, go to the User List in BlackBerry Manager and sort the BlackBerry smartphone user accounts by Agent ID.
Note: In BlackBerry Manager 4.1, you will have to manually add the Agent ID Column. The Agent ID is listed in the Event Source in the Application Log error.
Note: More than one Micorosoft Exchange Server can be assigned to a mailbox agent. In this case, delays might be reported by BlackBerry smartphone users on multiple Microsoft Exchange Servers that are assigned to the same mailbox agent.
Once you have identified the Microsoft Exchange Server against which threads are not responding, complete the following steps:
  1. Ensure that there are no network connectivity issues between the Microsoft Exchange Server and the BlackBerry Enterprise Server.
  2. If the Microsoft Exchange Server or Information Stores are taken offline for maintenance, make sure the BlackBerry Enterprise Server was restarted. Important: Restarting the BlackBerry Enterprise Server will delay email message delivery to BlackBerry smartphones. For more information, see KB04789.
  3. Confirm that the Microsoft Exchange Server is not conducting resource-intensive tasks, such as a back up.
For more information, refer to the Troubleshooting Microsoft Exchange Server Performance document located at www.microsoft.com.


In BlackBerry Enterprise Server version 4.1, you can assign BlackBerry smartphone users to a static mailbox agent. Doing so can improve performance by allocating BlackBerry smartphone users to a unique thread pool. To do this in BlackBerry Manager, select a BlackBerry smartphone user account, click Edit Properties, and then go to the Advanced properties.
Warning: Assigning BlackBerry smartphone users to a static mailbox agent will increase load against Microsoft Exchange. This has the potential to degrade overall performance. This workaround should only be completed for a small number of BlackBerry smartphone users.

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Old 06-16-2009, 11:35 AM
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