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Blackberry Server problems, user cannot send email

Posted on 2011-03-06
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Last Modified: 2012-05-11
Hi guys.

Our Blackberry Server stopped allowing mail to be sent. All tests pass in the server configuration app. We are running Blackberry Server 4.1.4.3 on SBS 2003. Error log says that Blackberry Agent Controller Stopped. There is one user on this system. They can receive messages but not send. This was working fine until this morning. I'm reluctant to dive in and mess things up when it was a perfectly working system. We did not install any updates or make any changes in the last 24 hours.

Blackberry Log:
[20000] (03/06 15:34:17.953):{0x484} LogReceiver: Failed to bind a socket
[10000] (03/06 15:34:17.953):{0x484} Could not start the syslog receiver subsystem, exiting...
[50091] (03/06 15:34:17.953):{0x484} Stopping BlackBerry Agent Controller
[50093] (03/06 15:34:17.953):{0x484} BlackBerry Agent Controller Stopped

System log:
Event Type:      Error
Event Source:      BlackBerry Controller
Event Category:      None
Event ID:      10000
Date:            3/6/2011
Time:            1:57:08 PM
User:            N/A
Computer:      XXXXXX
Description:
The description for Event ID ( 10000 ) in Source ( 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. You may be able to use the /AUXSOURCE= flag to retrieve this description; see Help and Support for details. The following information is part of the event: Could not start the syslog receiver subsystem, exiting....

How do I fix this?
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Question by:EStechLA
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6 Comments
 

Author Comment

by:EStechLA
ID: 35048964
This is another error message in the event log:


Event Type:      Warning
Event Source:      BlackBerry Router
Event Category:      None
Event ID:      20000
Date:            3/6/2011
Time:            3:34:29 PM
User:            N/A
Computer:      XXXXXXXXX
Description:
[RELAY_SRP:UNKNOWN:00b75d80] Send_failure
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Author Comment

by:EStechLA
ID: 35049293
Update: Stopping the DNS Server service, starting the Blackberry Controller service, and then restarting the DNS Server service allowed me to start the Blackberry Controller. However, the user is still unable to send email.
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LVL 4

Accepted Solution

by:
Scovndrel earned 250 total points
ID: 35053751
The Blackberry Server does not have a role in sending e-mail from the handhelds. It delivers e-mail to the handhelds, and it syncs calendar items, contacts, and read/unread status, and deletions.

When the handhelds send e-mail, it goes out from the handheld through RIM, who relays it to the recipients. In my experience, RIM frequently has outages that affect the ability to send e-mail.

I believe that tearing apart your local Blackberry server looking for errors is barking up the wrong tree. I believe what you want to be doing instead is contacting the service providers and RIM technical support and finding out if there is an outage.

By the way, you can prevent that problem with the Blackberry service not starting when the DNS Server service is running, if you reserve some ports. The DNS Server service began stomping all over other well-known ports after MS released a hotfix - and they still haven't fixed it. You'll need to find out what ports BES uses and reserve them. Here's the MS KB article describing the problem and how to reserve ports. The article references SBS,but I've seen this problem in regular Windows 2003 and used the same resolution.

http://support.microsoft.com/kb/956189
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Author Comment

by:EStechLA
ID: 35060615
Thank you so much for the detailed response. The issue was with the service book on the BB. Once removed and rebooted the client was able to send email.
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Author Closing Comment

by:EStechLA
ID: 35060645
Thank you so much for the detailed response. The issue was with the service book on the BB. Once removed and rebooted the client was able to send email.
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LVL 4

Expert Comment

by:Scovndrel
ID: 35060666
Good to know. I've heard of re-sending the service book as a a shotgun fix, and have used that as a tool in the past to fix sync issues. It hasn't worked for me regarding sending e-mail, but I'm glad it did the trick in this case.
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