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LarryPrattFlag for United States of America

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Cannot access BES administration webconsole

I cannot access blackberry administration service after upgrading BES Express for exchange 2010. "Internet Explorer Cannot display the webpage". Here is the log file of the error:

Error encountered while starting server: I/O error occurred while attempting to update the configuration files.
java.lang.RuntimeException: I/O error occurred while attempting to update the configuration files.
                at com.rim.bes.bas.system.TransportProtocolConfigurator.configureTransportProtocols(TransportProtocolConfigurator.java:331)
                at com.rim.bes.bas.system.BASMain.initialize(BASMain.java:1415)
                at com.rim.bes.bas.system.BASMain.main(BASMain.java:1109)
Caused by: java.io.IOException: File mssql-persistence-service.xml was not found (could not be updated).
                at com.rim.bes.bas.system.basprobe.ConfigFile.getEditor(ConfigFile.java:273)
                at com.rim.bes.bas.system.basprobe.ConfigFile.setToUDPMulticast(ConfigFile.java:298)
                at com.rim.bes.bas.system.basprobe.ConfigFile.setAllToUDPMulticast(ConfigFile.java:355)
                at com.rim.bes.bas.system.TransportProtocolConfigurator.configureTransportProtocols(TransportProtocolConfigurator.java:252)

Avatar of Mike Sullivan
Mike Sullivan
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Hi LarryPratt,

There are a few things to check here. First things first: Are all the services running correctly? Is the BAS-AS Process using 500MB+ of memory or is it constantly restarting?

Open the BlackBerry Server Configuration tool and check that the connection to the SQL database is running OK. Check that the MAPI profile is up to date as well. Delete the BES account user name, retype it and click Check Name.

Let me know how you get on with these for a start.

Thanks,

Mike
Avatar of Lee Osborne
Did you upgrade Java on the BES too?
Does the BAS service start or does it fail?

If you have, and it hasn't been done correctly (quite often caused by automatic java updates), follow the steps listed in this RIM KB to update Java correctly. Remember, you need to have the 32bit version of Java installed as BES is a 32bit application, even on a 64bit server.

http://www.blackberry.com/btsc/KB17872

Lee
Avatar of LarryPratt

ASKER

The services are all running OK. The BAS-AS process is using a little over 600 MB of memory. I tested the connection to the SQL database - the test was successful. I deleted the BES account user name and retyped it and check it. I have not upgraded Java. The BAS service starts OK.  Still unable to get into the web console.
There are few things you need to check.
------------------------------------------------------
- Are all the Blackberry services running?
- Check the version of JAVA installed on the machine and are the services pointed to the latest version of java.(Check this in registry)
http://btsc.webapps.blackberry.com/btsc/dynamickc.do?externalId=KB17872&sliceID=1&command=show&forward=nonthreadedKC&kcId=KB17872

- Also add additional range of reserved ports for the Application Service in the registry.

48855-48858
45588-45588
49955-49955
45599-45599
3443-3443
location,HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\Tcpip\Parameters in ReservedPorts.

OR
If all the services are running fine,then
Is BES is running on Windows 2008 or 2011 servers then check whether Security Update KB2393802 is installed or not.
If it is installed then try to uninstall the hotfix and reboot the server and check if the BAS webconsole is working or not.
http://supportforums.blackberry.com/t5/BlackBerry-Professional-Software/BES-Web-Console-not-starting/td-p/1339165

Kindly update on the status...
Hi LarryPratt,

Did any of the comment help you resolve your issue.
We faced the same issue few months back on 2 differnt servers and I have resolved it by adding aditional ports on one server and uninstalling the hotfix on the other.

So I am just curious to know if any of the same helped you or not.
Based on your feedback I can for any other possible solution.

Regards,
Doertalk.
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Avatar of LarryPratt
LarryPratt
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Are you still getting this  "Internet Explorer Cannot display the webpage" error when you open BAS webconsole or you are able to open the console and facing problem when keying the credentails??

Can you provide us the exact error you are getting...
I get the "internet Explorer Cannot display the webpage" error most of the time when trying to get to the Blackberry Desktop or Web console from another computer on our network. Every once in a while it will actually work.
Hi Larry,

Is the Windows Firewall enabled on the BES? If so, disable it rather try to configure it to allow traffic.

If it isn't enabled or isn't installed, are you able to get a reliable ping to the server from wherever you are trying to connect?

Mike
The windows firewall is not enabled. I was able to ping the server name successfully, but not the server ip address. The admin console url uses the server name (https://servername.domain.local:3443/webdesktop/login). I just tried on a computer and was successful, but I was unsuccessful a couple of hours ago.
Hi Larry,

That sounds suspiciously like a DNS problem. Can you check for duplicate A-records on your DNS server and ensure that all affected workstations are using the same configuration?

Mike
Hi Larry,

is your issue resolved??
This solution was provided by a tech that came to our office for other matters, but took a look while he was here.