[SOLVED] Outlook no longer updating

jeremy.pratt · Post by **jeremy.pratt** » Mon May 19, 2008 11:37 am

I noticed that our blackberries were not getting updated emails over the weekend. I restarted the server and the service and notice that there is connection between the BES and the devices. When I looked at the Outlook on the BES, I noticed that the inboxes for the users under the Admin are not updating. Any suggestions?

10339alee · Post by **10339alee** » Mon May 19, 2008 11:55 am

[quote user="jeremy.pratt"]I noticed that our blackberries were not getting updated emails over the weekend. I restarted the server and the service and notice that there is connection between the BES and the devices. When I looked at the Outlook on the BES, I noticed that the inboxes for the users under the Admin are not updating. Any suggestions?[/QUOTE]
its possible that one of the child processes that BES/ZCB relies on had shut down in a bad way causing the underlying stores needing to be reindexed. here is what i would do....

1) shut down the BES controller to make sure that the BES agent is not running

2) if there is an outlook process running...kill it. if there is a calhelper process running...kill it.

3) now bring up outlook using the BlackBerryServer profile, wait for it to come up cleanly and then hit send/receive and force a sync.

4) once the sync seems like it had completed, shut down outlook

5) monitor the task manager to see outlook shutting itself down cleanly. it could take a couple of minutes. if it doesn't shut down cleanly...repeat 3-5 until it does.

6) start the controller service again and things should be working again.
this issue is captured in Bug 24673 - BB: Shutdown Issues for MAPI clients in with ZCB in BES mode
this is a high priority issue for us and we plan to have a fix for this issue when we GA ZCB.

davidfsmith · Post by **davidfsmith** » Mon May 19, 2008 1:26 pm

That's the process I've been using to solve the issue of users not receiving emails, certainly works for me.

jeremy.pratt · Post by **jeremy.pratt** » Mon May 19, 2008 1:32 pm

Just before trying the above, I did something similar. I ended up stopping the controller service, resetting the BES user in Zimbra Admin and resetting the user in the Email Accounts profile for Outlook. Once the new password was set, the emails came flooding in.
Thank you for the input. I now know what to do if this happens again... Hopefully it doesn't ...

davidfsmith · Post by **davidfsmith** » Mon May 19, 2008 2:07 pm

[quote user="jeremy.pratt"]Thank you for the input. I now know what to do if this happens again... Hopefully it doesn't ...[/QUOTE]
It will....

jeremy.pratt · Post by **jeremy.pratt** » Thu May 29, 2008 10:42 am

I had the BES stop updating through Outlook again. I stopped the services, restarted Outlook, forced the send/Receive, and restarted the Controller. Nothing happened, so I went into the Zimbra Admin and reset the password for that user. I stopped the service again and changed the password on that Outlook user. When I did get the service started again, I was prompted with a Debug Error! The information for the error is:
Debug Error!
Program: ... ch In MotionBlackBerry Enterprise ServerBlackBerryAgent.exe
This application has requested the Runtime to terminate it in an unusual way. Please contact the application's support team for more information.
I went through a number of stopping and restarting and now the BES_CTRL log shows:[50091] (05/29 09:04:46.437):{0x910} Stopping BlackBerry Agent Controller

[30000] (05/29 09:04:46.437):{0x9A8} [DIAG] EVENT=Unregister_thread, THREADID=0x9A8, THREADNAME="BESAgentController"

[30000] (05/29 09:04:46.437):{0x9A0} [DIAG] EVENT=Unregister_thread, THREADID=0x9A0, THREADNAME="LogReceiver"

[30000] (05/29 09:04:46.437):{0x9AC} [DIAG] EVENT=Unregister_thread, THREADID=0x9AC, THREADNAME="TimerHealth"

[50093] (05/29 09:04:46.437):{0x910} BlackBerry Agent Controller Stopped

[30000] (05/29 09:04:49.937):{0x1D90} Current Date: 2008/05/29

[30000] (05/29 09:04:49.937):{0x1D90} [DIAG] EVENT=Thread_report, THREADID=0x1D90, THREADNAME="DebugLogger"

[30000] (05/29 09:04:49.937):{0x1D90} [ENV] Current Process: C:Program FilesResearch In MotionBlackBerry Enterprise ServerBlackBerryController.exe

[30000] (05/29 09:04:49.937):{0x1D90} [ENV] Current Process logged on as: BESAdministrator, Start Time: May 29 2008 09:04:49, Uptime (seconds): 0

[30000] (05/29 09:04:49.937):{0x1D90} [ENV] Current Process id: 7552

[30000] (05/29 09:04:49.937):{0x1D90} [ENV] Computer Host Name: BES, OS Version: 5.2, Build number 3790, ServicePack Major 2, ServicePack Minor 0

[30000] (05/29 09:04:49.937):{0x1D90} [ENV] Processor Identifier: x86 Family 15 Model 4 Stepping 1

[30000] (05/29 09:04:49.937):{0x1D90} [ENV] Processor Vendor Identifier: GenuineIntel

[30000] (05/29 09:04:49.937):{0x1D90} [ENV] Processor Name String: Intel(R) Pentium(R) 4 CPU 2.80GHz

[30000] (05/29 09:04:49.937):{0x1D90} [ENV] Number of Processors: 2

[30000] (05/29 09:04:49.937):{0x1D90} [ENV] 55 percent of memory in use.

[30000] (05/29 09:04:49.937):{0x1D90} [ENV] Total size of physical memory: 1038400 KB

[30000] (05/29 09:04:49.937):{0x1D90} [ENV] Size of physical memory available: 463196 KB

[30000] (05/29 09:04:49.937):{0x1D90} [ENV] Size of the committed memory limit: 2515088 KB

[30000] (05/29 09:04:49.937):{0x1D90} [ENV] Size of available memory to commit: 1906968 KB

[30000] (05/29 09:04:49.937):{0x1D90} [ENV] Total size of the user mode portion of the virtual address space of the BES process: 2097024 KB

[30000] (05/29 09:04:49.937):{0x1D90} [ENV] Size of unreserved and uncommitted memory in the user mode portion of the virtual address space of the BES process: 2079004 KB

[30000] (05/29 09:04:49.937):{0x1D90} [ENV] Total HD bytes: 12584677888, Total free bytes = 1775024128

[30000] (05/29 09:04:49.953):{0x1D90} [ENV] System up time: 0 days 00 hrs 07 mins 58 secs

[30000] (05/29 09:04:49.953):{0x1D90} [ENV] Local Time Zone: Mountain Daylight Time (GMT-07:00)

[30000] (05/29 09:04:49.953):{0x1D90} [ENV] TCP/IP provider (Winsock) File Version: 5.2.3790.0 (C:WINDOWSSystem32wsock32.dll)

[30000] (05/29 09:04:49.953):{0x1D90} [ENV] Local machine IP Address = 172.22.83.165

[30000] (05/29 09:04:49.953):{0x1D90} [ENV] Winsock2 file: Network Location Awareness (NLA) Namespace, Version: 5.2.3790.3959 (C:WINDOWSSystem32mswsock.dll)

[30000] (05/29 09:04:49.953):{0x1D90} [ENV] Microsoft XML Parser 4.0: C:WINDOWSsystem32msxml4.dll, Version: 4.20.9848.0

[30000] (05/29 09:04:49.953):{0x1D90} [ENV] MDAC version: 2.82.3959.0

[30000] (05/29 09:04:49.953):{0x1D90} [ENV] MSADO15.DLL: C:Program FilesCommon FilesSystemadomsado15.dll, Version: 2.82.3959.0

[30000] (05/29 09:04:49.953):{0x1D90} [ENV] Running Process: System

[30000] (05/29 09:04:49.953):{0x1D90} [ENV] Running Process: smss.exe

[30000] (05/29 09:04:49.953):{0x1D90} [ENV] Running Process: csrss.exe

[30000] (05/29 09:04:49.953):{0x1D90} [ENV] Running Process: winlogon.exe

[30000] (05/29 09:04:49.953):{0x1D90} [ENV] Running Process: services.exe

[30000] (05/29 09:04:49.953):{0x1D90} [ENV] Running Process: lsass.exe

[30000] (05/29 09:04:49.953):{0x1D90} [ENV] Running Process: svchost.exe

[30000] (05/29 09:04:49.953):{0x1D90} [ENV] Running Process: svchost.exe

[30000] (05/29 09:04:49.953):{0x1D90} [ENV] Running Process: svchost.exe

[30000] (05/29 09:04:49.953):{0x1D90} [ENV] Running Process: svchost.exe

[30000] (05/29 09:04:49.953):{0x1D90} [ENV] Running Process: svchost.exe

[30000] (05/29 09:04:49.953):{0x1D90} [ENV] Running Process: spoolsv.exe

[30000] (05/29 09:04:49.953):{0x1D90} [ENV] Running Process: msdtc.exe

[30000] (05/29 09:04:49.953):{0x1D90} [ENV] Running Process: BBAttachServer.exe

[30000] (05/29 09:04:49.953):{0x1D90} [ENV] Running Process: BBConvert.exe

[30000] (05/29 09:04:49.953):{0x1D90} [ENV] Running Process: BBConvert.exe

[30000] (05/29 09:04:49.953):{0x1D90} [ENV] Running Process: BBConvert.exe

[30000] (05/29 09:04:49.953):{0x1D90} [ENV] Running Process: bmds.exe

[30000] (05/29 09:04:49.953):{0x1D90} [ENV] Running Process: BESAlert.exe

[30000] (05/29 09:04:49.953):{0x1D90} [ENV] Running Process: BBConvert.exe

[30000] (05/29 09:04:49.953):{0x1D90} [ENV] Running Process: svchost.exe

[30000] (05/29 09:04:49.953):{0x1D90} [ENV] Running Process: inetinfo.exe

[30000] (05/29 09:04:49.953):{0x1D90} [ENV] Running Process: javaservice.exe

[30000] (05/29 09:04:49.953):{0x1D90} [ENV] Running Process: sqlservr.exe

[30000] (05/29 09:04:49.953):{0x1D90} [ENV] Running Process: svchost.exe

[30000] (05/29 09:04:49.953):{0x1D90} [ENV] Running Process: WinVNC.exe

[30000] (05/29 09:04:49.953):{0x1D90} [ENV] Running Process: BlackBerryDispatcher.exe

[30000] (05/29 09:04:49.953):{0x1D90} [ENV] Running Process: ITAdminServer.exe

[30000] (05/29 09:04:49.953):{0x1D90} [ENV] Running Process: BlackberryRouter.exe

[30000] (05/29 09:04:49.953):{0x1D90} [ENV] Running Process: BlackBerrySyncServer.exe

[30000] (05/29 09:04:49.953):{0x1D90} [ENV] Running Process: svchost.exe

[30000] (05/29 09:04:49.953):{0x1D90} [ENV] Running Process: svchost.exe

[30000] (05/29 09:04:49.953):{0x1D90} [ENV] Running Process: alg.exe

[30000] (05/29 09:04:49.953):{0x1D90} [ENV] Running Process: wmiprvse.exe

[30000] (05/29 09:04:49.953):{0x1D90} [ENV] Running Process: wmiprvse.exe

[30000] (05/29 09:04:49.953):{0x1D90} [ENV] Running Process: explorer.exe

[30000] (05/29 09:04:49.953):{0x1D90} [ENV] Running Process: reader_sl.exe

[30000] (05/29 09:04:49.953):{0x1D90} [ENV] Running Process: jusched.exe

[30000] (05/29 09:04:49.953):{0x1D90} [ENV] Running Process: ctfmon.exe

[30000] (05/29 09:04:49.953):{0x1D90} [ENV] Running Process: sqlmangr.exe

[30000] (05/29 09:04:49.953):{0x1D90} [ENV] Running Process: OUTLOOK.EXE

[30000] (05/29 09:04:49.953):{0x1D90} [ENV] Running Process: svchost.exe

[30000] (05/29 09:04:49.953):{0x1D90} [ENV] Running Process: bbmgrw32.exe

[30000] (05/29 09:04:49.953):{0x1D90} [ENV] Running Process: RIMDeviceManager.exe

[30000] (05/29 09:04:49.953):{0x1D90} [ENV] Running Process: BbDevMgr.exe

[30000] (05/29 09:04:49.953):{0x1D90} [ENV] Running Process: mmc.exe

[30000] (05/29 09:04:49.953):{0x1D90} [ENV] Running Process: BlackBerryController.exe

[30000] (05/29 09:04:49.953):{0x1D94} [DIAG] EVENT=Register_thread, THREADID=0x1D94, THREADNAME="TimerThread"

[30000] (05/29 09:04:50.046):{0x1D88} [ENV] BlackBerry Controller Version 4.1.4.13

[30000] (05/29 09:04:50.046):{0x1D88} [ENV] BES Service Name: BlackBerry Controller

[30000] (05/29 09:04:50.046):{0x1D88} [ENV] BlackBerry Dispatcher: C:Program FilesResearch In MotionBlackBerry Enterprise ServerBlackBerryDispatcher.exe, Version: 4.1.4.12

[30000] (05/29 09:04:50.046):{0x1D88} [ENV] BlackBerry User Administration Service: NOT FOUND

[30000] (05/29 09:04:50.046):{0x1D88} [ENV] BlackBerry Attachment Service: C:Program FilesResearch In MotionBlackBerry Enterprise ServerAttachServerBBAttachServer.exe, Version: 4.1.4.10

[30000] (05/29 09:04:50.046):{0x1D88} [ENV] BlackBerry MDS Connection Service: C:Program FilesResearch In MotionBlackBerry Enterprise ServerMDSinmds.exe, Version: 4.1.4.17

[30000] (05/29 09:04:50.046):{0x1D88} [ENV] BlackBerry Database Consistency Service: C:Program FilesResearch In MotionBlackBerry Enterprise ServerMDSinDBConsistency.exe, Version: 4.1.4.13

[30000] (05/29 09:04:50.046):{0x1D88} [ENV] BlackBerry Policy Service: C:Program FilesResearch In MotionBlackBerry Enterprise ServerITAdminServer.exe, Version: 4.1.4.15

[30000] (05/29 09:04:50.046):{0x1D88} [ENV] BlackBerry Synchronization Service: C:Program FilesResearch In MotionBlackBerry Enterprise ServerSyncServerBlackBerrySyncServer.exe, Version: 4.1.4.12

[30000] (05/29 09:04:50.046):{0x1D88} [ENV] BlackBerry Router: C:Program FilesResearch In MotionBlackBerry Enterprise ServerBypassRouterBlackberryRouter.exe, Version: 4.1.4.12

[30000] (05/29 09:04:50.046):{0x1D88} [ENV] BlackBerry Controller: C:Program FilesResearch In MotionBlackBerry Enterprise ServerBlackBerryController.exe, Version: 4.1.4.13

[30000] (05/29 09:04:50.046):{0x1D88} [ENV] BlackBerry Alert: C:Program FilesResearch In MotionBlackBerry Enterprise ServerBESAlert.exe, Version: 4.1.4.12

[50090] (05/29 09:04:50.046):{0x1D88} Starting BlackBerry Agent Controller Version 4.1.4.13

[30000] (05/29 09:04:50.062):{0x1D88} Found Dispatcher for server Blackberry as 'BlackBerry Dispatcher' at \127.0.0.1, PID=2324

[30000] (05/29 09:04:50.062):{0x1D88} 'Blackberry': controlling 1 agents (1)

[30000] (05/29 09:04:50.062):{0x1D88} [CFG] Controller will restart BES Agent(s) on crash

[30000] (05/29 09:04:50.062):{0x1D88} [CFG] Controller will restart Dispatcher(s) on crash

[30000] (05/29 09:04:50.062):{0x1D88} [CFG] Controller will restart Sync Server on crash

[30000] (05/29 09:04:50.062):{0x1D88} [CFG] Controller will restart Policy Server on crash

[30000] (05/29 09:04:50.062):{0x1D88} [CFG] Controller will restart MDS on crash

[30000] (05/29 09:04:50.062):{0x1D88} [CFG] Controller will restart Attachment Server on crash

[30000] (05/29 09:04:50.062):{0x1D88} [CFG] Controller will restart Router on crash

[30000] (05/29 09:04:50.062):{0x1D88} [CFG] Controller will restart DB Consistency on crash

[30000] (05/29 09:04:50.062):{0x1D88} [CFG] Controller will restart Instant Messanging on crash

[30000] (05/29 09:04:50.062):{0x1D88} [CFG] Controller will restart Instant Messanging Connector on crash

[30000] (05/29 09:04:50.062):{0x1D88} [CFG] Controller will restart MDS Services on crash

[30000] (05/29 09:04:50.062):{0x1D88} [CFG] Controller will wait for WaitCount = 6 to restart BES Agent(s) on hung threads

[30000] (05/29 09:04:50.062):{0x1D88} [CFG] The number of BES Agent restarts is limited to 10 times per 24 hours

[20000] (05/29 09:04:50.062):{0x1D88} [CFG] Controller won't generate userdump files. Userdump.exe not found.

[30000] (05/29 09:04:50.062):{0x1D88} [CFG] No blackout period found for BES Agent restart on hung thread

[30000] (05/29 09:04:50.062):{0x1D88} [CFG] Controller will restart agents that did not send 2 heartbeats in a row

[30000] (05/29 09:04:50.062):{0x1DA0} [DIAG] EVENT=Register_thread, THREADID=0x1DA0, THREADNAME="LogReceiver"

[50000] (05/29 09:04:50.062):{0x1DA0} Waiting for syslog messages on port 4070

[50092] (05/29 09:04:50.062):{0x1D88} BlackBerry Agent Controller Started

[30000] (05/29 09:04:50.062):{0x1DA4} [DIAG] EVENT=Register_thread, THREADID=0x1DA4, THREADNAME="BESAgentController"

[30000] (05/29 09:04:50.062):{0x1DA8} [DIAG] EVENT=Register_thread, THREADID=0x1DA8, THREADNAME="TimerHealth"

[30000] (05/29 09:04:51.062):{0x1DA4} Policy Service state: Running, PID=2356

[30000] (05/29 09:04:51.062):{0x1DA4} Router state: Running, PID=2416

[30000] (05/29 09:04:51.062):{0x1DA4} Synchronization Service state: Running, PID=2524

[30000] (05/29 09:04:51.062):{0x1DA4} Attachment Service state: Running, PID=1100

[30000] (05/29 09:04:51.062):{0x1DA4} Mobile Data Service state: Running, PID=1192

[30000] (05/29 09:04:51.062):{0x1DA4} Database Consistency Service state: Stopped, PID=0

[30000] (05/29 09:04:51.062):{0x1DA4} MDS Services state: Running, PID=1772

[30000] (05/29 09:04:51.062):{0x1DA4} 'Blackberry' agent 1 started as process 7608

[30000] (05/29 09:04:51.390):{0x1DA4} 'Blackberry' agent 1: UDP log port is 4085

[30000] (05/29 09:05:00.062):{0x1DA4} 'Blackberry' agent 1 stopped. Exit code = 2147483651

[30000] (05/29 09:05:00.062):{0x1DA4} 'Blackberry' agent 1 will start in 1 seconds

[30000] (05/29 09:05:10.062):{0x1DA4} 'Blackberry' agent 1 started as process 7768

[30000] (05/29 09:05:10.343):{0x1DA4} 'Blackberry' agent 1: UDP log port is 4085

[30000] (05/29 09:05:20.062):{0x1DA4} 'Blackberry' agent 1 stopped. Exit code = 2147483651

[30000] (05/29 09:05:20.062):{0x1DA4} 'Blackberry' agent 1 started as process 7920

[30000] (05/29 09:05:20.359):{0x1DA4} 'Blackberry' agent 1: UDP log port is 4085

[30000] (05/29 09:05:33.062):{0x1DA4} 'Blackberry' agent 1 stopped. Exit code = 2147483651

[30000] (05/29 09:05:33.062):{0x1DA4} 'Blackberry' agent 1 started as process 8068

[30000] (05/29 09:05:33.343):{0x1DA4} 'Blackberry' agent 1: UDP log port is 4085

[30000] (05/29 09:05:38.078):{0x1DA4} 'Blackberry' agent 1 stopped. Exit code = 2147483651

[30000] (05/29 09:05:38.078):{0x1DA4} 'Blackberry' agent 1 will start in 5 seconds

[30000] (05/29 09:05:48.093):{0x1DA4} 'Blackberry' agent 1 started as process 4164

[30000] (05/29 09:05:48.390):{0x1DA4} 'Blackberry' agent 1: UDP log port is 4085

[30000] (05/29 09:05:54.093):{0x1DA4} 'Blackberry' agent 1 stopped. Exit code = 2147483651

[30000] (05/29 09:05:54.093):{0x1DA4} 'Blackberry' agent 1 will start in 4 seconds

[30000] (05/29 09:06:04.093):{0x1DA4} 'Blackberry' agent 1 started as process 1916

'Blackberry' agent 1: UDP log port is 4085

[30000] (05/29 09:06:18.093):{0x1DA4} 'Blackberry' agent 1 stopped. Exit code = 2147483651

[30000] (05/29 09:06:18.093):{0x1DA4} 'Blackberry' agent 1 started as process 4176

[30000] (05/29 09:06:18.390):{0x1DA4} 'Blackberry' agent 1: UDP log port is 4085

[30000] (05/29 09:06:21.093):{0x1DA4} 'Blackberry' agent 1 stopped. Exit code = 2147483651

[30000] (05/29 09:06:21.093):{0x1DA4} 'Blackberry' agent 1 will start in 7 seconds

[30000] (05/29 09:06:31.093):{0x1DA4} 'Blackberry' agent 1 started as process 5856

[30000] (05/29 09:06:31.375):{0x1DA4} 'Blackberry' agent 1: UDP log port is 4085

[30000] (05/29 09:06:34.093):{0x1DA4} 'Blackberry' agent 1 stopped. Exit code = 2147483651

[30000] (05/29 09:06:34.093):{0x1DA4} 'Blackberry' agent 1 will start in 7 seconds

[30000] (05/29 09:06:44.093):{0x1DA4} 'Blackberry' agent 1 started as process 6340

[30000] (05/29 09:06:44.375):{0x1DA4} 'Blackberry' agent 1: UDP log port is 4085

[30000] (05/29 09:07:47.093):{0x1DA4} 'Blackberry' agent 1 stopped. Exit code = 2147483651

[30000] (05/29 09:07:47.093):{0x1DA4} 'Blackberry' agent 1 started as process 6532

[30000] (05/29 09:07:47.375):{0x1DA4} 'Blackberry' agent 1: UDP log port is 4085

[30000] (05/29 09:07:52.093):{0x1DA4} 'Blackberry' agent 1 stopped. Exit code = 2147483651

[30000] (05/29 09:07:52.093):{0x1DA4} 'Blackberry' agent 1 will start in 5 seconds

[30000] (05/29 09:08:02.093):{0x1DA4} 'Blackberry' agent 1 started as process 5656

[30000] (05/29 09:08:02.359):{0x1DA4} 'Blackberry' agent 1: UDP log port is 4085

[30000] (05/29 09:08:14.093):{0x1DA4} 'Blackberry' agent 1 stopped. Exit code = 2147483651

[20406] (05/29 09:08:14.093):{0x1DA4} 'Blackberry' agent 1: will not restart - reached the maximum of 10 restarts per 24 hours

[20406] (05/29 09:09:14.093):{0x1DA4} 'Blackberry' agent 1: will not restart - reached the maximum of 10 restarts per 24 hours

[20406] (05/29 09:10:14.093):{0x1DA4} 'Blackberry' agent 1: will not restart - reached the maximum of 10 restarts per 24 hours

[20406] (05/29 09:11:14.093):{0x1DA4} 'Blackberry' agent 1: will not restart - reached the maximum of 10 restarts per 24 hours

[20406] (05/29 09:12:14.093):{0x1DA4} 'Blackberry' agent 1: will not restart - reached the maximum of 10 restarts per 24 hours

[20406] (05/29 09:13:14.093):{0x1DA4} 'Blackberry' agent 1: will not restart - reached the maximum of 10 restarts per 24 hours

[20406] (05/29 09:14:14.093):{0x1DA4} 'Blackberry' agent 1: will not restart - reached the maximum of 10 restarts per 24 hours

[30000] (05/29 09:14:50.078):{0x1D94} Performing system health check (BlackBerry Controller Version 4.1.4.13)

[20406] (05/29 09:15:14.093):{0x1DA4} 'Blackberry' agent 1: will not restart - reached the maximum of 10 restarts per 24 hours

[20406] (05/29 09:16:14.093):{0x1DA4} 'Blackberry' agent 1: will not restart - reached the maximum of 10 restarts per 24 hours

[20406] (05/29 09:17:14.093):{0x1DA4} 'Blackberry' agent 1: will not restart - reached the maximum of 10 restarts per 24 hours

[20406] (05/29 09:18:14.093):{0x1DA4} 'Blackberry' agent 1: will not restart - reached the maximum of 10 restarts per 24 hours

[20406] (05/29 09:19:14.093):{0x1DA4} 'Blackberry' agent 1: will not restart - reached the maximum of 10 restarts per 24 hours

[20406] (05/29 09:20:14.093):{0x1DA4} 'Blackberry' agent 1: will not restart - reached the maximum of 10 restarts per 24 hours

[20406] (05/29 09:21:14.093):{0x1DA4} 'Blackberry' agent 1: will not restart - reached the maximum of 10 restarts per 24 hours

[20406] (05/29 09:22:14.093):{0x1DA4} 'Blackberry' agent 1: will not restart - reached the maximum of 10 restarts per 24 hours

[20406] (05/29 09:23:14.093):{0x1DA4} 'Blackberry' agent 1: will not restart - reached the maximum of 10 restarts per 24 hours

[20406] (05/29 09:24:14.093):{0x1DA4} 'Blackberry' agent 1: will not restart - reached the maximum of 10 restarts per 24 hours

[30000] (05/29 09:24:50.093):{0x1D94} Performing system health check (BlackBerry Controller Version 4.1.4.13)

[20406] (05/29 09:25:14.093):{0x1DA4} 'Blackberry' agent 1: will not restart - reached the maximum of 10 restarts per 24 hours

[20406] (05/29 09:26:14.093):{0x1DA4} 'Blackberry' agent 1: will not restart - reached the maximum of 10 restarts per 24 hours

[20406] (05/29 09:27:14.093):{0x1DA4} 'Blackberry' agent 1: will not restart - reached the maximum of 10 restarts per 24 hours

[20406] (05/29 09:28:14.093):{0x1DA4} 'Blackberry' agent 1: will not restart - reached the maximum of 10 restarts per 24 hours

[20406] (05/29 09:29:14.093):{0x1DA4} 'Blackberry' agent 1: will not restart - reached the maximum of 10 restarts per 24 hours

10339alee · Post by **10339alee** » Thu May 29, 2008 11:26 am

[quote user="jeremy.pratt"]I had the BES stop updating through Outlook again. I stopped the services, restarted Outlook, forced the send/Receive, and restarted the Controller. Nothing happened, so I went into the Zimbra Admin and reset the password for that user. I stopped the service again and ...[/QUOTE]
ok..there is a bunch of stuff going on here.

1) when the new items were not making it to the device, where they showing up in Outlook? ZCB is a layer between the server and BES but it has nothing to do with the interaction between BES and the device. if you perform the steps outlined in one of my previous posts....it should temporarily fix your issues unless somethign else changed.

2) when you restart the controller, sometimes it takes a while before messages start making it to the device again. the agent will rescan mailboxes and validate its meta data regarding what messages the device has or does not have. sometimes this process is quick..sometimes the process is slow. don't really have a concrete explanation about it.

3) when you changed your password...did you change your password on the server for your BES admin user and then try to change the password in Outlook? you also have two profiles. did you change the password in the BlackBerryServer profile or the BlackBerryManager profile. you would eventually have to change it in both but the BES agent (through the controller) uses the BlackBerryServer profile

4) I would need to see the BES Agent logs (the BES logs with MAGT in it) along with the ZCB logs (logs that start with zco) to see what is actually causing your problem.
so you might want to stop the controller, move all the existing logs somewhere else or delete them, and then zip up those logs and send them to support or you can PM me and we can figure out a way to get me those logs.
thanks

--tony

davidfsmith · Post by **davidfsmith** » Thu May 29, 2008 12:37 pm

Get a similar problem every few days, clicking "ok" on the crash window, clears away the error and the services restart themselves....
not ideal, but doesn't seem to cause any major problems.
It only starts occurring when you have a certain number of users (above 30 in our experience)

jeremy.pratt · Post by **jeremy.pratt** » Thu May 29, 2008 12:41 pm

1. Outlook was not updating and getting the emails
3. I changed the password for the Zimbra Admin and then changed the password on Outlook.
4. I will email you the log files.
Thanks,

jeremy.pratt · Post by **jeremy.pratt** » Thu May 29, 2008 12:43 pm

We only have 6 users, and the server is still not updating to the devices.