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My Black Berry Monitoring server Web Console is just showing blank screen

Posted on 2011-03-10
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Last Modified: 2012-05-11
Hi,

My Black Berry environment is:

BAS server 1
BAS Server 2
BES Primary
BES Standby

my BAS web console is working fine

My Monitoring web console is not opening, just showing white blank screen

Please help.

Best Regards,
Amir.
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Question by:Amir4u
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Expert Comment

by:Shekhar2cool
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by:Amir4u
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thanx and I tried both but still white page coming when i try to login.
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by:Shekhar2cool
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Can you see the logs, if you find something there
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by:Amir4u
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(03/10 12:40:08:110):{Timer-0} [com.rim.bes.bms.system.BMSManager] [BBMS-3001] {unknown} Failed to login to BAS

(03/10 12:31:06:341):{Timer-0} [com.rim.bes.bms.system.BMSManager] [BBMS-3001] {unknown} Failed to login to BAS


this is from today's BBMS log
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Expert Comment

by:Shekhar2cool
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Try this :

copy the value from the following key
 

HKEY_CURRENT_USER\Software\Research In Motion\BlackBerry Enterprise Server\Dispatcher\BippePassword

 

and paste the value into the following key

 

HKEY_CURRENT_USER\Software\Research In Motion\BlackBerry Enterprise Server\Monitoring Service\BippePassword

 

Then restart the monitoring console service and check
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by:Amir4u
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Did that already ....still the web console web page is white out ...
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by:Shekhar2cool
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I believe then you will have to go for a Fresh Install
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by:Amir4u
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so no other option?

i installed it two times, always used existing database and installation didnt give any error.

I am also in touch with BB Support and they have asked wireshark packet capture and logs which i gave two times.

i cant believe it will become that bad......
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Expert Comment

by:Mike Sullivan
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Do you have any security device that is monitoring and filtering LAN traffic? Eg. ISA Server?
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Author Comment

by:Amir4u
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we have firwalls but they dont interfare in the communication between BES/BAS/BMS ...the firwalls are on the network edge.
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by:Mike Sullivan
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Is the back-end SQL database on a fixed or dynamic port?
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Author Comment

by:Amir4u
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it's on a static port 5155.
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by:Mike Sullivan
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OK, back to basics. This is a web-based monitoring tool that isn't loading correctly.

Are you using Internet Explorer or a different web browser? Can you try it with IE?
Does IE recognise the site as being in a Trusted or Intranet Zone?
Have you downloaded the security certificate from the website and installed it as a Trusted Root Authority?

Before we proceed, we need to know that the website opens with no prompts and no visible security errors.
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Author Comment

by:Amir4u
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Thanx for help..

I am using IE and it is version 7 as per BB official docs

It is already added in trusted zone

security certificate info can be bypassed and it did login few times and i did work inside the webconsole but then as the session timed out, thats it, i would not be able to login for long time and then after running keystore password process as per BB docs  it would let me in again mysteriously and again to the same cycle, as soon as session times out, i'm out for good...

now BB support is scatching their heads as well...
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by:Mike Sullivan
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Ok, don't try to bypass the security certificate info. Add it as a trusted root authority to rule it out of the equation and try connecting to the HTTPS port.

Are you using the standard ports for the BlackBerry Monitoring Service? Ie. 5088 for HTTP and 5089 for HTTPS? Can you try configuring them to use alternate port addresses and see if that works around the problem?

Configure the web server attributes of the BlackBerry Monitoring Service
1. On the Configuration tab, click the Web server tab.
2. Complete the following fields:
Bind Address: Type the IP address to which you want the web server to bind. If you leave the field empty, the web server binds to all available addresses.
Bind Port: Type the port number to which you want the web server to bind when using Hypertext Transfer Protocol (HTTP). By default, the web server uses port 5088.
Secure Bind Port: Type the port number to which you want the web server to bind when using Hypertext Transfer Protocol over Secure Sockets Layer (HTTPS). By default, the web server uses port 5089.
Protocol: Select whether the web server should use HTTP or HTTPS. By default, the web server uses HTTP.
3. Click Update.
4. Click Restart.
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Author Comment

by:Amir4u
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Ok i will try to not bypass certificate although it is normal and my BAS is working fine that way but I udnerstand it's for troubleshooting purpose.

About the instructions for using alternate port addresses please tell me where to configure that ?
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by:Mike Sullivan
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Apologies, that was for v.4. You've already stated that you are using v.5.

OK, next. Find the Monitoring Service logs. They are usually in C:\Program Files\Research in Motion\BlackBerry Enterprise Server\Logs

Do you see something that looks like this:

[info] Procrun (2.0.3.0) started
[info] Running Service...
[info] Starting service...
[174  javajni.c] The specified module could not be found.
[986  prunsrv.c] Failed creating java \jre\bin\client\jvm.dll
[1260 prunsrv.c] ServiceStart returned 1
[info] Run service finished.
[info] Procrun finished.
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Amir4u earned 0 total points
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thanx for helping mike but the problem is resolved.

When the problem started i was troubleshooting on one BAS server and i was not invilving at all BAS server 02.

When I made the password change for "Black Berry Configuration" in "Secure Connection" i did it only for BAS 01 and not BAS 02.

Also I upgraded BMS with MR4 but did not do it in all my BAS/BES servers.

So BB support told me to make the changes in both and then try.

Now at least the console started appearing.

But i still could not log in with my credentials.

then I upgraded all BAS/BES to MR4 and then restarted the BMS and now i was able to login easily.

So it's resolved now.
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Expert Comment

by:Mike Sullivan
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Excellent. Glad you've got it sorted.
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Author Closing Comment

by:Amir4u
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solved by our BB support though I really appreciate the help given by EE members.
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