Details

Category: BlackBerry Tips

Created: 30 May 2009

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] (05/19 16:23:09):{0xF2C} SRPClient::ReceivePacket: Error receiving Header (10054)

[30155] (05/19 16:23:09):{0xF30} SRP connection dropped
[30357] (05/19 16:23:09):{0xF30} Connection with <SRP_address> lost
[40000] (05/19 16:23:09):{0xF3C} SRPClientReceiver thread stopped
[40000] (05/19 16:23:09):{0xF3C} [DIAG] EVENT=Unregister_thread, THREADID=0xF3C, 
                                                   THREADNAME="SRPClientReceiver"
[30000] (05/19 16:23:09):{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: Network access issues occur when the BlackBerry Enterprise Server tries to connect to the BlackBerry Infrastructure through the default port on the firewall.

Resolution: Search the MAGT logs using the following phrase:

Connection with <SRP_address> lost

where <SRP_address> is the SRP address that the BlackBerry Enterprise Server uses to connect to the BlackBerry Infrastructure.

1. Run the BBSRPTEST utility to verify connectivity to the BlackBerry Infrastructure.
   
   
2. 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.

Cause: 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: 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.

Details

Category: BlackBerry Tips

Created: 23 May 2009

The BlackBerry Enterprise Server depends on existing databases, such as the mail files and the IBM Lotus Domino directory, for its operation.

Corruption of a database design, form, document, view, or index can cause a number of issues with the BlackBerry Enterprise Server. To help correct these problems, an administrator can run maintenance tasks, such as Fixup, Updall and Compact.

Some issues that the maintenance tasks may correct are the following:

• Unable to add a BlackBerry smartphone user account to the BlackBerry Enterprise Server
• Unable to scan a mail file
• Cannot redirect messages to a BlackBerry smartphone
• Unable to open a redirection folder
• BlackBerry profiles database is not updated with BlackBerry smartphone user information when changes are made in Redirector Settings of BlackBerry® Desktop Manager, or when a new encryption key is generated
• BlackBerry smartphone user name is not found in the IBM Lotus Domino directory

 

Procedure

The BlackBerry Enterprise Server creates IBM Lotus Domino-designed databases, such as BlackBerryProfiles.nsf, BlackBerryOutbox.nsf, BBDir.nsf, BBStats.nsf, and a uniquely named BlackBerry state database for each user.

Note: These maintenance task can be performed either online or offline, as desired.

 

Procedure for Offline Maintenance

Complete the following steps to perform IBM Lotus Domino offline maintenance tasks on specific databases:

1. Stop the IBM Lotus Domino Server.
   
   
2. Open a command prompt window.
   
   
3. At the command prompt, browse to the IBM Lotus Domino directory and run the following command(s) on the problem database(s) in the following order:
   
   
4. nfixup
   This corrects corrupted views and documents.
   
   
5. nupdall -R
   This rebuilds all used views and fixes corrupted views and full-text indices. This task is resource-intensive.
   
   
6. ncompact -c
   This can fix database corruption.
   
   
7. Start the IBM Lotus Domino Server.

Procedure for Online Maintenance

For online maintenance, the same set of commands can be run, except the "n" in front of the command is dropped, and the command Load is needed. The command is run from the Domino console.

Caution should be taken when running online maintenance as this can affect the performance of your server.

 

1. Commands are run against the BlackBerry Enterprise Server folder located within C:\Lotus\Domino\Data\ directory.
   
   
2. Run the following command(s) on the problem database(s) in the following order:
   
   
• The following corrects corrupted views and documents in databases that are unopen, skipping the open databases. Add the -o switch to take the databases offline and correct any corrupt views and documents:
  
  Load fixup BES
   
• The following rebuilds all used views and fixes corrupted views and full-text indices. This task is resource-intensive.
  
  Load updall -R BES
  
  
• The following can fix database corruption.
  
  Load compact -c BES

Details

Category: BlackBerry Tips

Created: 16 May 2009

Before upgrading from BlackBerry Enterprise Server for Lotus Domino v4.0 to v4.1, see the BlackBerry Enterprise Server Installation Guide and the BlackBerry Enterprise Server System Administration Guide for BlackBerry Enterprise Server version 4.1 to verify your system requirements.

Make sure that BlackBerry Enterprise Server version 4.0 is upgraded to at least SP3 before upgrading to version 4.1.

Additionally, complete the checklists provided below.

Checklist for the IBM Lotus Domino environment

Complete the following steps:

1. Verify that there is only one notes.ini file. Rename duplicate copies and remove any unused ones.
   
   
2. Check that the following parameters of the notes.ini file are maintained correctly:
   
   
• Directory=C:\Lotus\Domino\Data
• NotesProgram=C:\Lotus\Domino
• ServerKeyFileName=<server.id>
  
  Note: The above settings may differ depending on the environment configuration. Do not use the absolute file path for the ServerKeyFileName parameter.
  
  Warning: The following procedure involves modifying the computer registry. This can cause substantial damage to the Windows® operating system. Document and back up the existing registry entries prior to implementing any changes.
  
  
3. In the registry editor, go to HKEY_LOCAL_MACHINE\Software\Lotus\Domino and verify that the Datapath and Path registry keys are present. Make sure they are updated with the correct values.
   
   Note: The values should be the same as the values in the notes.ini file (for example, the default value should be Datapath is C:\Lotus\Domino\Data).
   
   
4. Back up the BlackBerry Enterprise Server folder located in C:\Lotus\Domino\Data.
   
   
5. Back up the notes.ini file.
   
   
6. Make note of the Server Routing Protocol (SRP) Identifier, SRP Authentication Key, and Client Access License (CAL).
   
   
7. Document the current IT policies.
   
   
8. Remove all inactive BlackBerry smartphone users with the status of Initializing in BlackBerry Manager, including the state databases.
   
   
9. Perform offline IBM Lotus Domino maintenance tasks on the BlackBerry Enterprise Server IBM Lotus Notes mail database.

 

Checklist for Microsoft SQL Server or MSDE environment prerequisites

Complete the following steps:

1. Verify that the Microsoft Data Access Components (MDAC) version is one of the following:
   
   
• MDAC 2.8 with Security Patch MS04-003 (version 2000.85.1025.00)
• MAC 2.8 Service Pack 2 (version 2000.86.1830.00)
  
  Note: MDAC 2.8 Service Pack 2 is shipped only with Windows Server® 2003 SP1.
  
  
2. The appropriate Java Database Connectivity (JDBC) driver must be installed. Install one of the following:
   
   
• Microsoft SQL Server 2000 driver for JDBC Service Pack 3
• Microsoft SQL Server 2005 driver for JDBC
  
  
3. Remove any existing version of Java 2 Runtime Environment (J2RE) that is installed.
   
   Note: Java 2 Platform, Standard Edition (J2SE) Runtime Environment version 5.0 update 4 is installed during the installation.
   
   
4. Verify that the Windows service account used for the installation has the following permissions:
   
   
• System administrator permission on the computer hosting the BlackBerry Enterprise Server.
• System Administrator and Database Creator permissions on the Microsoft SQL Server.
  
  
5. Verify that mixed mode authentication is enabled by creating the following registry key for MSDE or Microsoft SQL Server as follows:
   
   
• Go to HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\MSSQLServer\MSSQLServer.
• Create a REG_DWORD value called LoginMode.
  
  
6. Set the decimal value to 2 for mixed mode authentication.
   
   Note: For more information, see article 325022 at the Microsoft Support Knowledge Base .
   
   
7. Verify that an MSDE or Microsoft SQL Server with a Default Instance as the data source.
   
   
8. Verify the default Microsoft SQL Server port is being used as follows:
   
   
• Go to HKEY_LOCAL_MACHINE\Software\Research in Motion\BlackBerry Enterprise Server\Database.
• Create a new DWORD value called Port (this is case-sensitive).
• As a decimal value, type the custom Microsoft SQL Server port number you are using.
  
  Note: For information about BlackBerry MDS Services installation failing if the non-default SQL port is used.
  
  
• Verify that Named Pipes and TCP/IP protocols have been enabled for the SQL Network Utility tool on your remote Microsoft SQL Server.
  
  
9. To enable the protocols, complete the steps appropriate for your case.
   
   If MSDE or Microsoft SQL Server 2000 is being used, complete the following steps:
   
   
• Go to Start > Run > Type CMD > Click OK to open a command prompt window.
• Type svrnetcn.exe and press Enter. The SQL Server Network Utility screen opens.
• Select Named Pipes and click Enable.
• Select TCP/IP and click Enable.
• Click Apply > OK. The SQL Server Network Utility screen closes.
• If a protocol was enabled in step 3, restart the SQL Services.
  
  
10. If Microsoft SQL Server 2005 Express or Microsoft SQL Server 2005 is being used, complete the following steps:
    
    
• Go to Start > Microsoft SQL Server 2005 > Configuration Tools > SQL Server Configuration Manager > SQL Server 2005 Network Configuration.
• Select the SQL instance that we will be using to house the BlackBerry Configuration Database.
• Right click on Named Pipes and select Enable.
• Right click on TCP/IP and select Enable.
• If a protocol was enabled in step 3, restart the SQL Services.
  
  
11. If SQL authentication is being used for the BlackBerry Configuration Database, make sure to type a new Microsoft SQL Server account name and password during the installation of the BlackBerry MDS Services.
    
    Note: Using a different Microsoft SQL Server account for the BlackBerry MDS Services installation is a requirement.

 

Details

Category: BlackBerry Tips

Created: 09 May 2009

At some point the BlackBerry Manager has closed unexpectedly, generating the message. The following error message appears every minute in the Lotus Domino console:

 

Process C:\Program Files\Research In Motion\BlackBerry Enterprise Server\BBMgr\Server\bbmgrw32.exe 
(7976/0x1F28) has terminated abnormally

 

Restarting BlackBerry Manager or the Lotus Domino console does not prevent the error message from appearing. The Domino Process Monitor causes the message to be repeatedly displayed.

Restarting the server, either a warm boot or cold boot, appears to resolve the issue temporarily.

To disable the Domino Process Monitor please review the Lotus Administrator help.

To identify why the error occurred originally, make sure the BlackBerry Manager's debug log level is at a minimum of 4. To verify the log level, complete the following steps:

1. Open the Control Panel.
2. Launch the BlackBerry Server Configuration Panel.
3. Select the Logging tab.
4. Scroll to the section for the BlackBerry Manager.
5. Verify the Debug Log Level is set to 4 or higher.

Details

Category: BlackBerry Tips

Created: 04 May 2009

Pre-Wipe Tasks

1. Download and install Jl_Cmder to your PC (click here to download Jl_Cmder)
   
   
2. Make sure ALL your data (i.e. contacts, appointments, memos and etc) are backed up or synced before proceeding! This will wipe everything off of the device
   
   
3. Make sure you have the latest version of both Desktop Manager and the Handheld OS installed on your PC. If you need them then download them from your provider.
   
   
4. From the PC navigate to c:\program files\common files\research in motion\apploader and delete the file vendor.xml
   
   If you have never installed the Handheld OS before then the vendor.xml file will not be on the PC and you can skip this step
   
   
5. Plug the device into the PC using the USB cord, making sure that Desktop Manager is closed.
   
   
6. Remove the battery from the device

Wiping The Device

1. Launch JL_Cmder
   
   
   
   
2. If the handheld that you are connecting to has a password, hit Y and enter the password as required.
   
   
   
   
3. Select option 3)  Wipe  to wipe the device
   
   
   
   
4. Confirm that you want to continue by pressing Y
   
   This may take several attempts to connect to the device, so keep trying until it connects and wipes
   
   
   
   
5. Enter the word blackberry to continue with the wipe of the device.
   
   
   

 

Details

Category: BlackBerry Tips

Created: 02 May 2009

IT policy keys are read from the GlobalSettings table in the configuration database each time the BlackBerry Policy Service needs to sign a policy. These keys let the BlackBerry smartphone confirm that the policy key came from its database.

The ServerConfigHistory table keeps a history of policy key changes, but it is periodically updated by a Structured Query Language (SQL) script that removes the oldest entries in the table after a specified number of days. Therefore, a query of the database does not recover a complete history of changes. Additionally, the ServerConfigHistory does not archive the previous versions of the policy key; it only records the current version.

Overview

When the BlackBerry Enterprise Server cannot access the active IT policy key, only users with the current policy key are able to receive IT Policies and applications on their BlackBerry smartphones.

Cause

During routine operations, the BlackBerry Enterprise Server references the active IT policy key in the SQL configuration database to confirm its authenticity. If it is unable to communicate with the configuration database, it generates a new policy key.

Note: This issue should occur infrequently, because when the Policy service fails to read the keys, it attempts to commit a new key to the database within a short period of time.

If running Microsoft SQL Server 2000, complete the following steps to confirm the policy key change:

1. Open the SQL Query Analyzer.
   
   
2. Connect to the SQL Server hosting the BESMgmt database (where BESMgmt is the default name).
   
   
3. Select the BESMgmt database in the left pane.
   
   
4. Type the following query in the top pane, and click Run:

   SELECT * FROM ServerConfigHistory WHERE Details='PolicyPublicKey,PolicyPrivateKey'

5. If any entries are returned from this query, note the ChangeDateTime value for each occurrence. These values indicate when the keys were changed.
   

 

If you are running Microsoft SQL Server Desktop Engine (MSDE), complete the following steps to confirm the policy key change:

1. Open a command prompt.
   
   
2. Type:

   osql -E -d <database_name> -q "SELECT ChangeDateTime FROM ServerConfigHistory 
   WHERE Details='PolicyPublicKey,PolicyPrivateKey'"

3. If any entries are returned from this query, note the ChangeDateTime value for each occurrence. These values indicate when the keys were changed.

 

Resolution

• For Microsoft Exchange or IBM Lotus Domino, apply BlackBerry Enterprise Server version 4.0 Service Pack 3, Hot Fix 2.
• For Novell GroupWise, apply BlackBerry Enterprise Server version 4.0 Service Pack 3.

Details

Category: BlackBerry Tips

Created: 01 April 2009

To reset a BlackBerry smartphone to factory defaults perform the following steps:

Warning: This will erase all data from the smartphone, please ensure that you back up the BlackBerry smartphone first.

1. Connect the BlackBerry smartphone to the computer.
   
2. Open Start > Programs > Accessories > Command Prompt.
   
3. Type cd C:\Program Files\Common Files\Research In Motion\Apploader
   
4. Type loader.exe /resettofactory

Note: BlackBerry Desktop Manager 4.7 must be installed on the computer.  The BlackBerry smartphone must be running BlackBerry Device Software versions 4.3 to 4.5.

 

Details

Category: BlackBerry Tips

Created: 29 March 2009

SMS, Phone, and Email icons may be missing from the BlackBerry Bold 9000 smartphone after the following error message:

Uncaught Exception Error Appeared

To resolve this issue:

 

1. Back up the BlackBerry Bold 9000 smartphone using the BlackBerry® Desktop Manager software.
   
   
2. Wipe the BlackBerry Bold 9000 smartphone.
   
   
3. Perform a selective restore of the customer's important data using the BlackBerry Desktop Manager software.