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Blackberry Administration Service

Hi,

Navigation of our Blackberry Administration Service (BAS) has become problematic. When searching for multiple user details, deleting or disabling accounts the BAS appears to "hang/freeze" the browser. During this time no else who is logged onto the BAS is able to carry out any tasks. Mouse pointer becomes an egg timer and no action can be carried out.

Restarting the Blackberry Administration Service on the Blackberry Enterprise Server does not change operation of the BAS but restarting the server itself does. Once the server has restarted you can log back on to the BAS and continue administration until it freezes again.

Whether related or not but devices are also not updating policy changes and applications are not being deployed. A search on deployment jobs to see why applications aren't installing also causes the browser to freeze.

At the time of the BAS appearing to stop the following is logged in the Ctrl log:

[30000] (12/03 10:17:15.891):{0xB6C} SyncServer(local) state: Stopped, PID=0
[30000] (12/03 10:17:15.891):{0xB6C} Found unexpectedly terminated SyncServer 'local'
[30000] (12/03 10:17:15.891):{0xB6C} Starting SyncServer 'local'
[30000] (12/03 10:17:15.985):{0xB6C} SyncServer 'local' started
[30000] (12/03 10:17:15.985):{0xB6C} SyncServer(local) state: Starting, PID=11192
[30000] (12/03 10:17:20.041):{0xB6C} SyncServer(local) state: Running, PID=11192

Our environment details are -
Blackberry Enterprise Server version 5.0.0.137 running on Proliant BL460c G1, OS of W2K8 SP2 standard (64bit) with 8GB RAM. Database is on separate SQL 2005 sp3 server within same LAN. Running Exchange 2007 SP2.

Any help on troubleshooting or resolving issue appreciated
ExchangeBlackBerry

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TechnologyTeam

8/22/2022 - Mon
ASKER CERTIFIED SOLUTION
Rob Knight

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ASKER
TechnologyTeam

Thanks, planning to update but was trying to resolve issues first so at least I know any problems weren't caused by the updates.
Rob Knight

Hi,

Could it be some sort of memory leakage causing your server to run low on memory and increasingly page to disk?

Odd that restarting service doesn't fix problem but restarting server does, at least for a while?

What are the BlackBerry processes looking like in task manager - are you seeing excessive memory usage by any components?

Regards,


RobMobility.
ASKER
TechnologyTeam

I have been monitoring the BES and not seen any performance issues with it. My first thoughts were communication or performance problems.

The BAS runs ok till the next time until someone tries to delete a user or run a query.

Attached is what the Blackberry processes look like in Task manager and the moment when the BAS is working fine.  BES Usage Task Manager
I started with Experts Exchange in 2004 and it's been a mainstay of my professional computing life since. It helped me launch a career as a programmer / Oracle data analyst
William Peck
Auric1983

How much memory is on your server??  
ASKER
TechnologyTeam

BES has got 8GB of RAM
ASKER
TechnologyTeam

Update - I have been monitoring the BES with Quest Spotlight and the server is operating normally.

Found some extra events that are being logged at the time of the BAS "freezing" that may be related. These occured when I attempted to delete a user. Oldest event at the top:

Source - BlackBerry Synchronization Service
Event ID - 10000
Details - DefaultHandler - exception caught thread Id=0x18E0

Source - BlackBerry Synchronization Service
Event ID - 10000
Details - DefaultHandler - Killing program

Source - BlackBerry Synchronization Service
Event ID - 56001
Details - [SYNC-Gate] Starting BlackBerry SyncServer - BlackBerrySyncServer Version 5.0.0.100 (built at 20:30:19 on Mar 20 2009)

Source - BlackBerry Synchronization Service
Event ID - 20000
Details - [ODBCRecord::DoGetFirstValue] SQL = "SELECT Id, MailboxDN, DisplayName, PIN, MailboxSMTPAddr, ServerDN, OTAPIMState, DeviceType, DeviceCapabilities, SyncExpiryTime, SyncCurrentPublicKey, SyncCurrentPrivateKey, SyncPreviousPublicKey, SyncPreviousPrivateKey FROM UserSyncV WHERE ServerConfigId = ?".

Source - BlackBerry Synchronization Service
Event ID - 20000
Details - [ODBCRecord::DoGetFirstValue] DATA = "ServerConfigId[1] ".

Source - BlackBerry Synchronization Service
Event ID - 16071
Details - [SYNC-Gate] Failed to collect user data from UserConfig table.

Source - BlackBerry Synchronization Service
Event ID - 56007
Details - [SYNC-Gate] SyncGate initialization failed, error code is 5211.
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ASKER
TechnologyTeam

Checking the BBAS-AS log file the following is logged every 2 minutes;

{Thread-6} [com.arjuna.ats.jta.logging.loggerI18N] [WARN] [com.arjuna.ats.internal.jta.resources.arjunacore.norecoveryxa] [com.arjuna.ats.internal.jta.resources.arjunacore.norecoveryxa] Could not find new XAResource to use for recovering non-serializable XAResource < 131075, 29, 27, 1-a1003f1:c0cd:4c4eb7b9:5d997a1003f1:c0cd:4c4eb7b9:5d9b8                                                                         >
ASKER
TechnologyTeam

SP2 applied. Following install able to administer BAS correctly without service stopping.