RIM BlackBerry BES 4.1.6MR5 - BlackBerry SyncServer encountered a problem and needed to close

Hi,

We've got a BlackBerry Enterprise Server, version 4.1.6 Maintenance Release 5 which sync with our GroupWise 7 e-mail system. BES is loaded on Windows 2003 Server 32-bit STD Ed.

Problem: Everytime I login with Remote Desktop Connection I get the "BlackBerry SyncServer encountered a problem and needed to close" error, when I click on "OK" the error reappears about six times and then goes away.

Nothing seems to be affected but it is cumbersome to get these kinds of errors on a BES Server with almost 100 active BES Users on it.

Any idea what could be causing the error or where I could look to find the cause?

Thanks,
Reinhard.

BESerror.jpg
Reinhard RensburgInfrastructure ManagerAsked:
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Reinhard RensburgInfrastructure ManagerAuthor Commented:
BES 4.1.6 SyncServer error print-screen (JPG)
BESerror.jpg
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miguelrtCommented:
Hi, I would try upgrading BES to latest version.

Rgds
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Reinhard RensburgInfrastructure ManagerAuthor Commented:
Hi miguelrt,

According to me that is the latest version, there's one newer Maintenance Release (BES 4.1.6 MR6) and we are on 4.1.6 MR5, but according to the "readme" the MR6 fixes different things and does not address any services failing etc.

BES 5 is only available for MS Exchange, we're using BES for GroupWise.

Thanks,
Reinhard.
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miguelrtCommented:
Hi Reinhard,

Sorry, I used 4.1.7 in the past but didn't realised that one wasn't available for GW. Can you please check the windows application event log and post any logged errors back?

Thanks,
Miguel
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Reinhard RensburgInfrastructure ManagerAuthor Commented:
Hi, herewith a print-screen of the event log error I get. I've just picked up a possible cause, it seems like when other Administrators are logged onto the Server and only disconnected I get the error, if I log them off and I am the only one connected to the BES Server I don't get the error, will double-check and advise if that was indeed the cause... Thanks, Reinhard.
BBEventLog.jpg
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miguelrtCommented:
Hi, I think this may be due to a faulting handheld. Check the SYNC BES logs just before the crash time to find a possible cause.
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Reinhard RensburgInfrastructure ManagerAuthor Commented:
Hi, I can now confirm that it is not when more than one person is logged onto the BES Server, I've just reboot it and connected to the Console session with RDP and got the error immediately. Thanks, Reinhard.
BES-Error.jpg
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miguelrtCommented:
Will you check the SYNC BES logs finally?
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Reinhard RensburgInfrastructure ManagerAuthor Commented:
miguelrt, it seems like you are right indeed!

I had a look at in the SYNC Log Files for the last two times the error occured and both times seems like it had an issue with the same BES users' Account. Does the attached BES-Sync-Log.txt perhaps mean anything to you? (should we wipe and re-activate the handheld?)

Thanks,
Reinhard.
BES-Sync-Log.txt
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miguelrtCommented:
Yep, I'd go exactly for a wipe and reactivation. Even though, if user is happy to lose its settings, bookmarks, icon sorting, etc, you could delete him from BES, including settings stored in the messaging system, and then re-add it again, to make sure it doesn't inherit any wrong config.

Rgds,
Miguel
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