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Blackberry Controller service stops on its own

Posted on 2008-10-30
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Last Modified: 2012-06-21
We keep having to restart the BES Controller Service. - twice in the last week.  I get the following error message" The description for event ID 20406 in blackberry controller cannot be found.  The local computer may not have the necessary registry information or message dll files to display messages from a remote computer.  The following information is part of the event: 'WEB1' agent 1: will not restart - reached the macimum of 10 restarts per 24 hours."  We have no idea as to why this is happening.  Any ideas what would cause this?
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Question by:raritan8090
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ALogvin earned 500 total points
ID: 22841719
OK. A messaging agent is the application that connects to your Exchange server. The controller service is the service that spawns these agents. If it attempts to spawn the agent more than 10 times in 24 hours, it gives up, as something is clearly very very wrong.

The problem you have most likely lays in your Messaging Agents, not the Controller. Look at your application event logs on your server first, and see if anything pops out. If not, look at the MAGT logs on the server in the Logs directory of your BES install. They should say what is going on right before the Messaging Agent (MAGT) closes itself.
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by:raritan8090
ID: 22842000
This is all I found  "Some worker threads have been blocked for 2 health checks"   Event ID 50020
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by:ALogvin
ID: 22842101
You need to look deeper then. A messaging agent will become blocked for 6 health checks before the controller service restarts it. If possible, could you grab one of the MAGT logs, and upload it here?
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Author Comment

by:raritan8090
ID: 22842555
Okay, here's the part of the file where it starts getting hinky. I've replaced email addresses with Email Address and the compnay name with Company.  I don't know if this will help, but 8 weeks ago, we upgraded our AD to Windows Server 2008. Exchange Server 2003 is still running on Windows Server 2003, as it our BES

Thanks for the help
MAGT-Log-10292008.txt
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Expert Comment

by:ALogvin
ID: 22842600
Here is the link to the official RIM article detailing your issue:

http://www.blackberry.com/btsc/articles/225/KB01018_f.SAL_Public.html

I am looking into what part of it is most likely a fix.
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Expert Comment

by:ALogvin
ID: 22842672
I've heard of this happening before also when the BES was installed/upgraded under an administrator (but not BESADMIN) account. What account are the services running as?

[30000] (10/30 00:00:00.218):{0x23E0} [ENV] Current Process logged on as: company\blackberry

Verify all the services (except attachment) are running as your "company\blackberry" account.
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by:raritan8090
ID: 22842740
Domain\blackberry, which is a member of the Domain Administrators Group
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Expert Comment

by:ALogvin
ID: 22842789
Log into your BES. Go to the following directory w/ Command Prompt:
C:\Program Files\Research In Motion\BlackBerry Enterprise Server\Utility

There is an app there called IEMSTest.exe run this. It will pop up a prompt asking which MAPI profile you want to use... chose the one you created for your BES Account. Next it will show your address book.. pick a user who is failing to work.

It will run several tests, and spit out the results. This process has absolutely NOTHING to do with BES, it is a simply MAPI test to verify permissions.

I do remember something about the Domain Admin group having a specific DENY permission somewhere...
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by:raritan8090
ID: 22843138
Okay, I tried that, and everything Passed Successfully
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Expert Comment

by:ALogvin
ID: 22843651
OK next thing i would try is deleting the current MAPI profiles on the BES and creating new ones.

http://www.blackberry.com/btsc/articles/833/KB00075_f.SAL_Public.html

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