[mreynaga]

hi all, i am pretty new to this BES admin stuff but today all of my blackberrys stopped working. the server shows it is up and running and all the devices say they are running but none are sending or receiving.

when i try to send an email it shows that it shows up as sent with the blue checkkmark next to it but it is not actually sent.

not sure where to start on this one.

P.s. i have another BES which is kind of the test one and only has one user on it (BES Express) and that one is still running fine.

also when i test network connection in Blackberry server config it is successful

PLEASE HELP!

[hdawg]

have you tried restarting your BES?

Which version of BES are you using?

Have you checked out your ALRT / CTRL log files?

[mreynaga]

yes already tried restarting BES

not sure where to check those logs at

[mreynaga]

running v. 4.1.4.17

[hdawg]

By default in C:\Program Files\Research In Motion\BlackBerry Enterprise Server\Logs\YYYYMMDD

[mreynaga]

[Alarm::ActivateAlarm] Queuing alarm: <N/A> | BlackBerry Messaging Agent LJP-SERV2 Agent 1 (Application Event Log on LJP-SERV2) | 02/28/2008 00:16:07 (6FFF9E82) -> CDO helper 05271a28 - worker thread 00001a50 not responding, Initializing CDO object
[30000] (02/28 00:16:07.769):{0x6EC} Alarm::ThreadProc: Received an alarm message
[30000] (02/28 00:16:07.785):{0x764} [Alarm::ActivateAlarm] Queuing alarm: <N/A> | BlackBerry Messaging Agent LJP-SERV2 Agent 1 (Application Event Log on LJP-SERV2) | 02/28/2008 00:16:07 (6FFF9E82) -> CDO helper 05271a28 - worker thread 00001eb4 not responding, Locking CDO mutex
[30000] (02/28 00:16:07.785):{0x6EC} Alarm::ThreadProc: Received an alarm message
[30000] (02/28 00:16:07.785):{0x764} [Alarm::ActivateAlarm] Queuing alarm: <N/A> | BlackBerry Messaging Agent LJP-SERV2 Agent 1 (Application Event Log on LJP-SERV2) | 02/28/2008 00:16:07 (6FFF9E82) -> CDO helper 05271a28 - worker thread 000001ec not responding, Starting
[30000] (02/28 00:16:07.785):{0x6EC} Alarm::ThreadProc: Received an alarm message

getting this over and over again.

by the way i went and manually restarted ALL the blackberry services and the only one that will not start is the Blackberry Alert

but the blackberry's themselves started working again

please help as i dont want this happening again (at least not regularly)

[hdawg]

You need to restart the server to fix these messages. Restarting the services WILL NOT fix this.

After restarting the server go back to the same logs and report back what they are showing.

[mreynaga]

i cant restart the entire server until later, people are logged into it as it is running another program.

the CTRL logs look the same today as they did 2 days ago when everything was fine.

i will restart it later today as the blackberry's seem to be back up and running so i am assuming the Alert service is not critical to the blackberry's sending and recieving.

if the Alert service is not critical to the BB's functioning that leads me to believe that this error is not what caused them to go out. is there anywhere else i should be looking for potential problems?

how would i go about having the BES server email me when an error like this occurs?

thanks for the help.

[hdawg]

You'd really need a 3rd party tool to manage the application health (something like BoxTone) ... or you could do application log scraping and get notified with that.

The Alert Service is there purely to do Alerting ... that said, I don't know anyone that uses it on a regular basis; I don't.

[mreynaga]

could these errors (that i posted above) cause the BB's to stop sending/receiving or id there another culprit somewhere esle i should look for?

what is application log scraping? is there a tutorial on this that i would be able to find online or in the BB manuals?

[hdawg]

indeed; those are the root cause of the problem you were having. Log scraping would be opening up log files and looking through the data in them with your eyes or with some other tool that searches for specific information. The BRK (BlackBerry Resource Kit) does log scraping based on specific criteria.

The best place to start would really be the install guides and the BRK Utilities