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how to troubleshoot blackberry delay and synchronisation issue and be sure server is working fine

Posted on 2011-09-24
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Last Modified: 2013-10-18
I have BES express Version: 5.0.3.41 Microsoft exchange 2010 running on separate 2008 windows servers.

ISSUE: delay in send/receive emails on the phone and email status does not match the outlook.

ERRORS that may or may not be related to the delay issue:
1. I checked the server configuration and pushed the MAPI profile but it get me error MAPI is not installed correctly

2. In administration services- high availablty Tab I got error when I pushed the Synchronise button

3. I found out there is high memory load on the exchange server - 90% USED on a 12GB ram server

4. Events i have now on the besexpress are:

Stopping BlackBerry Mailbox Agent 1 for Server besexpress
Waiting for external UDP log messages on port 4085
MailboxManager::SubsystemInitialize - MAPILogonEx() (0x80040111)
'besexpress' agent 1: will not restart - reached the maximum of 10 restarts per 24 hours, next restart on Sat Sep 24 15:34:32 2011

5. SQL and router tests are successful
 
6. BlackBerry Messaging Agent besexpress Agent 1 failed to start. Error code 5302

7. Waiting for external UDP log messages on port 4085

WHAT I TRIED:
1. I found MAPI warnings

`` RIM_HrResolveProxysFromDN - ResolveProxyAddressesMAPI failed from -2146762751``

so I followed a guide on blackberry forums and reinstalled MAPI.cdo then reboot the server.



I need to know how could I be sure my server is running well and what other steps I should take to fix the delay issue.
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Question by:cogagni
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11 Comments
 
LVL 14

Expert Comment

by:Shabarinath Ramadasan
ID: 36595496
I would suggest to consider the below points.
1) Emails getting delayed on BB can be due to different issues. We need to check the exchange server performance, BES performance, Network performance and finally, the data service performance. Usually, I will look for Avg RPC Latency on the exchange mailbox server. Ideal value should be less than 25ms and anything above 50ms can cause issues.

2) From my exp, if majority users are complaining on delay, need to concentrate more on BES server side. Also, try to see if the affected users are on the same thread. Try moving few users to manual thread and see if that helps. If the issue still exist, try a dedicated thread for one such user and send a test mail. Check the mailbox agent corresponding to that thread and see whats happening.

If you are not familiar with BES logs, try to read the detailed posts on port3101.net
http://bob.port3101.net/showthread.php?465-Getting-more-from-BES-logs

3) Hung thread is not a good sign. Some major issue exists and BES was not able to fix it by restarting the agent. After 10 retry, if the thread continue to hung, it wont restart for next 24hrs. You can try rebooting the whole server.

4) Create a test account on BES and write a script to trigger emails every 5 mins with the sending time on subject line. You will get better idea rather than collecting the details from an end user.

Good luck
Shaba
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LVL 14

Expert Comment

by:Shabarinath Ramadasan
ID: 36595501
Small correction on 2)
Check the mailbox agent LOG corresponding to that thread and see whats happening.
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Author Comment

by:cogagni
ID: 36595509
1. this issue started last monday and the server has been rebooted several times

2. where can i  look for Avg RPC Latency on the exchange mailbox server?

3. where do i go to move users to manual threds?

4. server has been rebooted - issues persist

5. re: test script - write shell script on bes to send email - using an exchange user's credentials to send email to itself?
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LVL 14

Expert Comment

by:Shabarinath Ramadasan
ID: 36595596
To check RPC avg latency, On an E2K3 box, I use perfmon -> Add counter MSExchangeIS -> Select Avg RPC Latency.

To see the current tread assigned for a user, search for the user on BAS console, select the component information and on the bottom, you can see the tread. By default, thread assignment will be automatic. Click on the edit option at the bottom and chose manual thread, where you can key in the thread value - anything above 200.

The script which I use is a small power-shell one. No need to provide any credential, but the server from where you run this script should have the privilege to relay emails to exchange.


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Author Comment

by:cogagni
ID: 36595642
can you post the script?
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LVL 14

Expert Comment

by:Shabarinath Ramadasan
ID: 36714832
Here we go..
You need to key in the ip address of the email server and make sure mail server is configured to allow email relay from the machine you are running this script.

Modify the from email address and to email address. The current loop will trigger 1000 mails with a 5 sec delay and the subject line will contain the time email got triggered. You will get a confirmation back from the device and can have an approximate idea on the delivery time/delay.

Good luck
Shaba
for ($i=0;$i -le "1000";$i++)
{
$dt = (Get-date)
$emailbody = $i |convertto-html |out-string
$SMTPserver = "Email Server IP"
$from = "youraddress@yourdomain.com"
$to = "BlackberryUser@yourdomain.com"
$subject = "<confirm> Test Mail $dt"
$mailer = new-object Net.Mail.SMTPclient($SMTPserver)
$msg = new-object Net.Mail.MailMessage($from, $to, $subject, $emailbody)
$msg.isBodyhtml = $true
$mailer.send($msg)
sleep 5
}

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LVL 26

Expert Comment

by:e_aravind
ID: 36956951
Exchange 2010 and BlackBerry Enterprise Server Coexistence
http://technet.microsoft.com/en-us/library/gg670940.aspx

I would recommend the above URL...which is having couple of OS related hotfix which should go for the CAS,MBX and BES server too.
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Accepted Solution

by:
cogagni earned 0 total points
ID: 36958388
we reset the permissions on the BES services and rebooted the machine again
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Author Closing Comment

by:cogagni
ID: 36978254
the other solutions didn't work
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LVL 1

Expert Comment

by:idajagne
ID: 37535724
What do you mean by resetting the permissions on the BES services?
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Expert Comment

by:artcrest
ID: 39581902
Which permission requires resetting and how ?
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