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Cannot open Blackberry Admin Service - internet explorer cannot display webpage

Posted on 2012-08-31
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Last Modified: 2012-09-15
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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Question by:buddles
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28 Comments
 
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Assisted Solution

by:ajwuk
ajwuk earned 2000 total points
ID: 38353625
Sounds like a config file has been truncated. Best thing to do is find the corrupted file referenced somewhere in the error log file and rename it or delete it.
Then reinstall the latest maintenance pack from RIM which should recreate the corrupted file and fix the BES console.

Alternatively you could just restore the corrupted config file from a backup.

HTH.
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Author Comment

by:buddles
ID: 38353719
Thanks ajwuk.

My Blackberry knowledge is very limited to any pointers would be appreciated.
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LVL 10

Expert Comment

by:ajwuk
ID: 38353726
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?
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Author Comment

by:buddles
ID: 38353751
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?
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Expert Comment

by:PaulNSW
ID: 38353777
Did you update the server the BES is on, or install IE9?

BES can be very fussy!
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Expert Comment

by:ajwuk
ID: 38353783
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).
0
 

Author Comment

by:buddles
ID: 38353938
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.
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Expert Comment

by:Mike Sullivan
ID: 38354986
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
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Expert Comment

by:MikeKAtLCS
ID: 38357437
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.
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Author Comment

by:buddles
ID: 38360896
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
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Expert Comment

by:ajwuk
ID: 38360914
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?
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Author Comment

by:buddles
ID: 38360926
All blackberry services are started yes.

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

by:ajwuk
ID: 38360991
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.
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Expert Comment

by:MikeKAtLCS
ID: 38362013
You just need to make sure the Java 6 path actually exists.  I removed all Java and then downloaded Java 6 patch 30.
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Author Comment

by:buddles
ID: 38364554
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?
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Expert Comment

by:ajwuk
ID: 38366027
Shouldn't be a problem, you're not touching the BES SQL database itself just the installation and logs directories.
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Author Comment

by:buddles
ID: 38367227
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.
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Author Comment

by:buddles
ID: 38367366
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?
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Expert Comment

by:ajwuk
ID: 38367402
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.
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Author Comment

by:buddles
ID: 38367746
Cert was renewed 1st August I just found out.
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Author Comment

by:buddles
ID: 38368242
I cannot gain permission to rename the RIM folder even though I'm Admin
0
 

Author Comment

by:buddles
ID: 38368346
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
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Expert Comment

by:ajwuk
ID: 38368362
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
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Author Comment

by:buddles
ID: 38368527
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?
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Expert Comment

by:ajwuk
ID: 38368635
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?
0
 

Author Comment

by:buddles
ID: 38368734
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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Accepted Solution

by:
buddles earned 0 total points
ID: 38382880
Issue was resolved by upgrading from 5.0.2 to 5.0.3.  Simply stopped the services and ran the setup file.

The setup application displays the "Error initializing system" error message when running setup but a regfix was applied (remove database key) which allowed the setup to run. (http://docs.blackberry.com/en/admin/deliverables/25751/Setup_application_KIL_1330439_11.jsp)

All working incliding BAS.
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Author Closing Comment

by:buddles
ID: 38401310
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.
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