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Cannot open Blackberry Admin Service - internet explorer cannot display webpage

Hi,

I run BES express on a SBS2008 server but now cannot open the BAS console, getting the message internet explorer cannot display webpage.

BAS launches using https://server.domain.local:3443/webconsole/login

I have read a few fix articles but nothing is working. Looked at the BAS-AS_err.log and contains the following info...

[Fatal Error] :-1:-1: Premature end of file.
Error encountered while starting server: Existing configuration files seem to be corrupted.
java.lang.RuntimeException: Existing configuration files seem to be corrupted.
      at com.rim.bes.bas.system.TransportProtocolConfigurator.configureTransportProtocols(TransportProtocolConfigurator.java:318)
      at com.rim.bes.bas.system.BASMain.initialize(BASMain.java:1354)
      at com.rim.bes.bas.system.BASMain.main(BASMain.java:1065)
Caused by: org.xml.sax.SAXParseException: Premature end of file.
      at org.apache.xerces.parsers.DOMParser.parse(Unknown Source)
      at org.apache.xerces.jaxp.DocumentBuilderImpl.parse(Unknown Source)
      at javax.xml.parsers.DocumentBuilder.parse(Unknown Source)
      at com.rim.bes.bas.system.basprobe.XMLFileEditor.<init>(XMLFileEditor.java:95)
      at com.rim.bes.bas.system.basprobe.BASConfigFileTransportProtocolEditor.<init>(BASConfigFileTransportProtocolEditor.java:106)
      at com.rim.bes.bas.system.basprobe.ConfigFile.getEditor(ConfigFile.java:248)
      at com.rim.bes.bas.system.basprobe.ConfigFile.setToUDPMulticast(ConfigFile.java:276)
      at com.rim.bes.bas.system.basprobe.ConfigFile.setAllToUDPMulticast(ConfigFile.java:333)
      at com.rim.bes.bas.system.TransportProtocolConfigurator.configureTransportProtocols(TransportProtocolConfigurator.java:242)
      ... 2 more

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ASKER

Thanks ajwuk.

My Blackberry knowledge is very limited to any pointers would be appreciated.

Do you have a recent backup of that BES server when it was working?
Also, can you post the full BAS-AS_err.log as an attachment here?

ASKER

Full backups are taken every night yes. The 20 blackberry handsets are still working though and are sending and receiving mail fine.

I cannot get the attachment from where i am but what I posted was it's full contents. Does that help?

Did you update the server the BES is on, or install IE9?

BES can be very fussy!

Ok,
If you perform a search in C:\Program Files (x86)\Research In Motion\BlackBerry Enterprise Server for any files modified in the last week, see what modified config files pop up. (Assuming it has been working in the last week that is).

ASKER

It is running IE9 but was working fine up until a few dats ago.

Checked C:\Program Files (x86)\Research In Motion\BlackBerry Enterprise and nothing has changed apart from the Logs folder. Within in that the Installer, latest log folder and webserver folders have been updated today.

All blackberries are still working and last accessed BAS on Wednesday.

Hi buddles,

Have you updated Java?

http://www.blackberry.com/btsc/KB14697

Also modify this key, it seems to get the wrong value during an upgrade for some.
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\BAS-AS\Parameters\JVM Option Number 3

-Xmx1024m
by
-Xmx768m

Mike

Make sure your server is listed in the intranet security zone. Make sure your setting for your intranet allow java applets to run.

With my Blackberry Professional software I had to install java 6 to make it run. It would not run on java 7.

ASKER

Thanks MikeTheRelic, I had checked that article already however the path is C:\Program Files (x86)\Java\jre1.6.0_18\bin\client\jvm.dll which I am not sure is the latest. Interestingly in Programs and Features there are a few java installed. Screenshot attached. I have updated Java recently though.

JVM Option Number 3 was set to -Xmx1024m. Is this correct?

Thanks MikeKStLCS. IE security is ok. It is a problem in Firefox as well. I will try removing java7 and see what happens.
Capture1.JPG

Have you restored the corrupted config files yet? If the java vm is problematic (i.e. the reg key is pointing at an incorrect version) then you won't even be able to start some of the BB services. Are all services started?

ASKER

All blackberry services are started yes.

Nothing restored yet, is this necessary. Should I uninstall Java7 or change the path to this directory?

If all the services have started then there is nothing wrong with the jvm. I still think you have a truncated config file somewhere.
I'd be tempted as a test to stop all the BB services, Rename the C:\Program Files (x86)\Research In Motion folder to Research in Motion.OLD and try restoring this whole folder from a backup, start the services and see if you can log into the BES Console again. If you can, you could just dump all the log files back in from the .OLD folder and run with that.

You just need to make sure the Java 6 path actually exists. I removed all Java and then downloaded Java 6 patch 30.

ASKER

Thanks ajwuk. I will try this. If I do this however, will this effect BB users in any way once I put it back after the test?

Shouldn't be a problem, you're not touching the BES SQL database itself just the installation and logs directories.

ASKER

Just noticed in the logs folder that the BBAS-AS log has not been created since the day this issue has been happening ie 29th. The BBAS-NCC has been created each day since.

ASKER

After readubng a few more articles, the self signed server certificate was renewed probably before this but server may not have been rebooted.

Could this cause issues?

It won't be creating any logs, it isn't working. :)
When was the cert renewed? I think you'd be seeing more errors relating to SSL if it was.

ASKER

Cert was renewed 1st August I just found out.

ASKER

I cannot gain permission to rename the RIM folder even though I'm Admin

ASKER

Can I upgrade to 5.0.3 on BES Express SBS2008? Also how do i find the version number without BAS. This does not show in Program & Features

I don't see why not. Version number can be found here in the registry (x64): HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Research In Motion\BlackBerry Enterprise Server\Setup\ Installed version

ASKER

Many thanks again. version is 5.0.2 (Bundle 14).

Any idea how to gain permission to the RIM folder? I have used Admin and BESAdmin a/cs?

What does the permissions tab show when you choose right click > properties on the Blackberry Enterprise Server folder? The Administrators group should have full access and Users have read only. Try turning off UAC from Control Panel > User Accounts > "Turn user account control on or off"
What's the actual alert you get when trying to rename the BES folder? Have you stopped all the BB services first? Is the account you are logged in with definitely a member of the local Administrators group?

ASKER

The Admins group does have full control and UAC is off. It basically said I do not have permission to perform that task.

All BB services were stopped first too. Both accounts I tried are members of the local Admin

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ASKER

I am sure this was due to a corrupt database as specified in the first comment but to get this working I had to reinstall the software. Thanks to everyone for your help.