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Old 11-28-2006, 06:39 PM   #1 (permalink)
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Default Problem with Upgrade to BESX 4.12

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Hello,

Well, I took the jump yesterday and performed an in-place upgrade from besx4.0.5.5 to besx 4.1.2.20 using the besx 412 full installer.

The upgrade ran through just fine, and all the BB services started after the post-reboot phase of the setup/upgrade finished.

I then rebooted the server one more time and found a couple of BB services not starting (Policy and sync services). I went round and round with RIM tech support trying all kinds of things from setting service dependencies to regsitery hacks, all in vain. Ultimately, I even uninstalled BES per RIM's full uninstall method (add/remove and also registery deletes), and reinstalled besx 4.12 straight up. Everything worked great for one more reboot, then the same BB services issue arose.

I ended up setting all the BB services to manual start up, and launching them via a script after the server reboots. This method seems to work perfectly every time.

One more weird thing. I run Symantec AV with the relevant RIM and SQL directories excluded from real-time AV scanning. After the besx 4.12 upgrade, the Symantec "shield" applet in the system tray was gone.. I verified SAV is still running fine, and testing it via the EICAR test string. It looks like the shield is gone because value for the "vptray.exe" app is no longer called out in HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\Curr entVersion\Run. The only thing I did was run the 412 setup, and it was gone...

This BES upgrade has been a total mess. I'm perplexed at the trouble I'm having given its running on a dedicated box (W2Ksp4).

Any ideas would be greatly appreciated.

Thanks
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Old 11-28-2006, 07:18 PM   #2 (permalink)
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Default anti-virus is sometimes a virus!

If I could suggest a path to solving this by fixing one problem at a time.

1) Get rid of symantec off the machine. Maybe it is the problem and maybe not. But it sounds like you need BES more then the antivirus at this point.

2) Get BES working; look in the log files for the startup errors and google the error text until you get solutions for each problem one at a time.

3) Reboot and make sure BES feature you need are working and handsets are ok.

4) Install some anti virus if you need it; but normaly BES runs on a stand alone isolated computer so you might just want to keep the MS patches up to date and lock it down.

I would dump symantec from your server. I have never had success on any clients servers that run that stuff. Clients ok but not servers. Use Trend Micro on the server if you are relally sure you need protection as it is less intrusive.
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Old 11-28-2006, 10:21 PM   #3 (permalink)
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why would he look at google? look in blackberrys knowledge center for the service errors and you will find your answer:

Support - Service-specific error 5003 or 5007 when starting Policy and Synchronization Services
Last Updated: 23 June 2006
Article Number: KB-05036
Summary

This article applies to the following:

* BlackBerry Enterprise Server™ 4.1
* IBM® Lotus® Domino®
* Microsoft® Exchange
* SDR74440

Problem

After upgrading from BlackBerry Enterprise Server 4.0 to 4.1, all of the BlackBerry® services start except for the following:

* The BlackBerry Attachment Service
* The BlackBerry Policy Service, which receives service-specific error 5003.
* The BlackBerry Synchronization Service, which receives service-specific error 5007.

Resolution

Install or upgrade the MSXML Parser to 4.0 Service Pack 2. You can obtain the MSXML Parser through one of the following ways:

* Extract the BlackBerry Enterprise Server installation package. Go to the Tools folder and run the msxml.msi file.
* Download the msxml.msi file from the Microsoft® Download Center.

Keywords

5003, 5007, policy, synchronization, attachment, SDR, 74440
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Old 11-28-2006, 10:49 PM   #4 (permalink)
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Thanks for the replies.

I will be uninstalling SAV from my test box as soon as I blast down an image of my problematic bes 412 server on it.

As for the MSXML Parser, I'm already at MSXML 4.0 SP2 and was there before the 412 upgrade. I applied the MSXML 4.0 SP2 Security Update (KB927978) the day before I did the besx 412 upgrade though, so I'll try removing that patch on my test box if the SAV uninstall has no effect.

Also, the error I get is event id 7024 "The Blackberry Policy Server service terminated with a service-specific error 0."

I'll post my findings.

Last edited by compudude : 11-28-2006 at 10:53 PM.
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Old 11-29-2006, 01:34 PM   #5 (permalink)
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So I AM NOT GOING CRAZY!
The Blackberry Policy Server service terminated with a service-specific error

I too upgraded my BES 4 weeks ago from 4.0.5.5 to 4.1.40. Running w2k3 sp2(380 users w/3 Exchange Servers). I also upgraded my Exchange Sever 2003 to SP2. When you upgrade your Exchange Service Pack, you MUST also update\run the EXCHANGE SP2 on the BES. After doing so, I had the EXACT same issues. I am also running Symantec on my BES. After the upgrade everything "seemed" to be fine...until several small complaints came my way.

Before finally giving in and calling RIM TSupport, I performed everything technically imaginable to stabalize my BES and to keep all the BES Services performing as they should.

Long-story-short:
1. Before I called RIM I "closely" watched which services were having major issues (via event viewer) from the time the BES reboot. I monitored this and made a note for a couple of days.
2. My BES is set to automatically reboot every night and since the upgrade, some days it wouldn't come back up at all
3. My PENDING MESSAGES were dramatically increasing in size (even when the services were running and all seemed fine)

I went back to view all employee info via the LEGACY view (since I hadn't become familiar with the new view). Since the BLACKBERRY POLICY SERVER kept popping up in my Event Viewer logs, I sort all the employees by the LAST TIME IT POLICY SENT. Low and Behold, the BES was trying to send the IT POLICY to EVERY EMPLOYEE every 1-2 minutes! I assumed that my IT policy service was incorrectly configured under the BES properties...but it wasn't, it was set to "0" as it should be. I then called TSupport and they were stumped at first as to why the BES would force itselft to resend IT Policies out over and over again. We eventually found that one of the culprits was the CDO.dll file. Your BES should have 2 CDO.dll files...both of course should reflect the exact same version as your EXCHANGE Server's service pack. Obviously after I upgraded the Exchage SP2 ,one of the CDO files DID NOT upgrade successfully (was still showing SP1). RIM suggested I overwrite the CDO with the "good" version that is currently on the BES (I suggested this to the first 3 REPS I got on the phone and they said it wouldnt' matter and it's not necesarry. They obviously need to go back for more training. Thank GOD I finally spoke with someone who thought I wasn't loosing my mind when I made this initial suggetionn.

It's been 5 days now...PERFECT!

Again, you're experiencing every sympton I had and RIM obviously hadn't heard of this "IT Policy" issue before.
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Old 11-29-2006, 10:27 PM   #6 (permalink)
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Hey blkberrybutterfly, thanks for the post.

I'm also feeling a but more sane myself knowing the problem is not unique to my system. I kept asking the RIM support rep to escalate the issue as a bug and he said he couldn't because no one else had reported it.

I've only got one instance of cdo.dll on my bes, and the version matches the cdo.dll running on my Exchange 2000 SP3 server. I have always applied any Exchange patches to both the Exhange and BES servers, so I'm set there.

I happen to have the IT Policy resend interval set to 72 hours. It was set to that back when it was running BES 4.0. I don't see my handhelds getting the policy pushed out to them every couple of minutes, but did observe something weird. I see that when I had all the BES services set to automatic startup, which resulted in the BB Policy Service error, the IT Policy was pushed out to all the devices at once (right at reboot time). Subsequent server reboots with the BB services set to manual (started BB services via a batch file after reboot) did not seem to fire an IT Policy broadside to all the handhelds. What's up with that??? I smell a hotfix coming...

So far, my work around of manually starting the the BB services after the reboot has been doing the trick with or without Symantec AV running.

The main reason I upgraded to 4.12 was to try and resolve an ongoing issue with calendar sync related to recurring meetings in delegate-managed calendars. BB tech support said 4.12 didn't have that problem, after I pressed them hard for a fix in besx 4.0.5.5.

Gotta love RIM tech support.... I'm not very impressed that's for sure.
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Old 11-30-2006, 07:37 PM   #7 (permalink)
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Ok, more updates...

A couple of scenarios that work:
1. If I disconnect the server from the network, it reboots cleanly, and all BB services load. I then reconnect the network cable and we're off and running fine.

2. With all connections intact, If I set just the BB Policy Server service to manual, leaving all other BB services at the default setting of automatic, the server reboots cleanly. I then just need to start the one BB Policy Server service to get it all up and running. I did notice that email/cal pushes and MDS work even when the Policy Server service is not running. So, I assume the Policy Server just deals with IT Policy pushes.

This only started after the besx 4.12_full upgrade from 4.0.5.5.

Its funny, RIM sent me an email today asking if they could close the case....not!

I'm perplexed that more folks haven't encountered this issue when upgrading to 4.12, and can't help but to wonder if I shouldn't have opted for the 4.0.5.5 to 4.10 to 4.1sp2 road instead..

Thanks
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Old 12-11-2006, 09:45 AM   #8 (permalink)
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Default Still Having Startup Issues with BB Policy Service

Lastest update:

Per BB tech support, deleted MAPI profiles key under HKCU...Profiles.
I then ran BB Server Configuration and recreated MAPI profile there, and also did same when lauching BB Manager. Lastly, I set the BB Policy service back to automatic startup. Afte a reboot, the same problem occurred, that is the BB Policy service shutdown (almost), and several other BB services never completed starting up. These are the original symptoms I've had since the besx 4.0.5 to besx 4.12 in-place upgrade.

Back to RIM tech support I go...
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Old 12-28-2006, 03:59 PM   #9 (permalink)
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Default Another Update to the Situation

Looks like the BB Policy Server service is trying to come up before the local MSDE database is mounted, causing teh BB Policy server service to fail at system reboot.

I set a dependency on the BB Policy Server service such that it will not try to start until the "MSSQLSERVER" service is running, and that fixed it all. So, now all my BB services are set to automatic startup and reboots are clean.

RIM tech support suggested I point the BES to an external MS SQL server so that the BES db would be up when the BB services start. I told them this only started after the v 4.12 in-place upgrade, and that with only 35 BES user accounts, MSDE should cut it just fine running on a two year old, dual processor, 3GB RAM, HW RAID, HP Proliant server.

Anyway, that's where I'm at.
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Old 01-03-2007, 07:09 AM   #10 (permalink)
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Last post...

OK now RIM says my fix of setting the BB Policy Server service to depend on the MS SQL service is a supported method. They even referrred me to the following support article. Too bad it took many calls, and my stumbling across the fix, before they made me aware of it.

>>http://www.blackberry.com/knowledgecenterpublic/livelink.exe/fetch/2000/8021/728075/728850/759563/Support_-_SQL_Authentication_Not_Present,_or_BlackBerry_ser vices_start_before_SQL_service_when_rebooting.html ?nodeid=789508<<

So, this issue is finally resolved... onto the next upgrade.
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