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Old 08-29-2007, 04:20 PM   #1 (permalink)
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Default Policy Service and MDS stopping

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I've got a BES 4.0.7 server running on Windows 2003 Server with SP2 and with Lotus Domino 6.5.6FP1. I recently had to apply SP7 onto the BES server because of the issue described here.

I noticed yesterday when I was trying to activate two users that it was the activation was hanging at "Waiting for Services". I did some research and found that the Policy Service and the Mobile Data Service were both stopped, even though they are set for Automatic. I rebooted the server and they started automatically. However, when I checked this morning, both services were again stopped. I have checked several times over the day and have found that the Policy Service was stopped a few times more.

We don't have support directly with RIM and I will have to open a ticket with our carrier which is painful to do. So before I go that route, does anyone know why this might be happening and how I can stop it?

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Old 08-29-2007, 04:31 PM   #2 (permalink)
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Can you post the CTRL and POLC logs? or perhaps peruse them in addition to looking through the event viewer to see when these services stopped / failed.
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Old 08-30-2007, 10:50 AM   #3 (permalink)
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Default Policy Log

Looking at the Policy log, it looks like it may be connected to a new software configuration I had setup recently for an 8100. I've only used it for one user. I'm definitely not an expert user when it comes to the admin functions on the BES. I'm guessing that if I delete the software configuration it may stop this? I looked at the MDS log as well and but it doesn't show any kind of errors as this does. Below is an excerpt from the Policy Log. This is what shows up each time it the services stops.
Oh and the CTRL log doesn't show anything other than this, through out the log:

[40000] (08/29 21:18:04):{0xAA4} Log: EVENT_HEARBEAT
[30000] (08/29 21:27:14):{0xAAC} Performing system health check (Domino BES Controller Version 4.0.7.10)




[40000] (08/29 21:15:14):{0x1B88} [SRP] EVENT=Receive_PING_RESPONSE, VERSION=1, TAG=239
[40000] (08/29 21:15:14):{0x1B88} [SRP] PingResponse 239 received
[30000] (08/29 21:15:16):{0x194C} loaderGetFileInfo("D:\Program Files\Research In Motion\BlackBerry Enterprise Server\PackageCache\FILESHARE_NotesBES\ResearchInM otion\{2C8916BD-3312-4582-B021-C67FAE11C464}\GPRS\rim8100g.sfi", 020E1B34) failed with returned code 10.
[10000] (08/29 21:15:18):{0x194C} DefaultHandler - exception caught thread Id=0x194C
[10000] (08/29 21:15:18):{0x194C} DefaultHandler - Killing program
[30000] (08/29 21:15:18):{0x194C} Exception code: C0000005 ACCESS_VIOLATION
[30000] (08/29 21:15:18):{0x194C} Fault address: 0058EBC1
[30000] (08/29 21:15:18):{0x194C} Registers: EAX=02F1ECA0 EBX=00000000 ECX=00000000 EDX=FFFFFFFF
[30000] (08/29 21:15:18):{0x194C} ESI=006E7854 EDI=00000000 EBP=02F1ECA0 ESP=02F1EC1C EIP=0058EBC1 FLG=00010202
[30000] (08/29 21:15:18):{0x194C} CS=001B DS=0023 SS=0023 ES=0023 FS=003B GS=0000
[30000] (08/29 21:15:18):{0x194C} ------------------Begin Stack Trace------------------
[30000] (08/29 21:15:18):{0x194C} Stack Frame Context: ESP=02F1EC1C EBP=02F1ECA0
[30000] (08/29 21:15:18):{0x194C} Memory dump 02F1EC10, length 1024
[30000] (08/29 21:15:18):{0x194C} 02F1EC10: 00 00 00 00 00 00 00 00 00 00 00 00 61 78 6E 00 *............axn.*
[30000] (08/29 21:15:18):{0x194C} 02F1EC20: 54 78 6E 00 A4 ED F1 02 00 00 00 00 A0 EC F1 02 *Txn.............*
[30000] (08/29 21:15:18):{0x194C} 02F1EC30: D8 EC F1 02 C8 49 66 00 00 00 00 00 9A A8 58 00 *.....If.......X.*
[30000] (08/29 21:15:18):{0x194C} 02F1EC40: 60 EC F1 02 A0 EC F1 02 00 00 00 00 10 00 00 00 *`...............*
[30000] (08/29 21:15:18):{0x194C} 02F1EC50: A8 7E 9C 02 B0 9E 9C 02 46 A9 B6 69 28 22 BA 69 *.~......F..i(".i*
[30000] (08/29 21:15:18):{0x194C} 02F1EC60: FF FF FF FF 1F 22 BA 69 69 22 BA 69 5F 61 70 70 *.....".ii".i_app*
[30000] (08/29 21:15:18):{0x194C} 02F1EC70: 73 56 65 72 73 69 6F 6E 00 00 00 00 0C 00 00 00 *sVersion........*
[30000] (08/29 21:15:18):{0x194C} 02F1EC80: 0F 00 00 00 69 10 BA 69 00 00 00 00 02 00 00 00 *....i..i........*
[30000] (08/29 21:15:18):{0x194C} 02F1EC90: A8 EC F1 02 9A 01 5F 00 00 00 00 00 0F 00 00 00 *......_.........*
[30000] (08/29 21:15:18):{0x194C} 02F1ECA0: 69 00 00 00 5F 61 70 70 73 56 65 72 73 69 6F 6E *i..._appsVersion*
[30000] (08/29 21:15:18):{0x194C} 02F1ECB0: 00 7E 9C 02 0C 00 00 00 0F 00 00 00 69 ED F1 02 *.~..........i...*
[30000] (08/29 21:15:18):{0x194C} 02F1ECC0: 00 7E 9C 02 A6 08 00 00 EA EC 5B 00 81 7D 5E 00 *.~........[..}^.*
[30000] (08/29 21:15:18):{0x194C} 02F1ECD0: 00 00 00 00 0F 00 00 00 B8 EF F1 02 90 47 66 00 *.............Gf.*
[30000] (08/29 21:15:18):{0x194C} 02F1ECE0: 02 00 00 00 D4 7D 5E 00 54 78 6E 00 A4 ED F1 02 *.....}^.Txn.....*
[30000] (08/29 21:15:18):{0x194C} 02F1ECF0: 00 00 00 00 E0 7B 9C 02 20 65 9C 02 78 BD 67 00 *.....{.. e..x.g.*
[30000] (08/29 21:15:18):{0x194C} 02F1ED00: B8 A0 82 7C 80 AA 9C 02 78 BD 67 00 00 00 00 00 *...|....x.g.....*
[30000] (08/29 21:15:18):{0x194C} 02F1ED10: C4 C4 67 00 00 00 00 00 FF FF FF FF 08 00 00 00 *..g.............*
[30000] (08/29 21:15:18):{0x194C} 02F1ED20: 00 00 00 00 C0 C4 67 00 00 00 00 00 02 00 00 00 *......g.........*
[30000] (08/29 21:15:18):{0x194C} 02F1ED30: 78 BD 67 00 00 00 00 00 00 04 00 00 98 97 9C 02 *x.g.............*
[30000] (08/29 21:15:18):{0x194C} 02F1ED40: 74 BD 67 00 00 00 00 00 00 04 00 00 A8 7E 9C 02 *t.g..........~..*
[30000] (08/29 21:15:18):{0x194C} 02F1ED50: 20 7E 9C 02 02 00 00 00 03 00 00 00 B0 9E 9C 02 * ~..............*
[30000] (08/29 21:15:18):{0x194C} 02F1ED60: 00 99 9C 02 00 04 00 00 7C 82 82 7C 00 95 92 02 *........|..|....*
[30000] (08/29 21:15:18):{0x194C} 02F1ED70: 40 27 86 02 40 27 86 02 1D 01 00 00 00 00 00 00 *@'..@'..........*
[30000] (08/29 21:15:18):{0x194C} 02F1ED80: 0F 00 00 00 E8 36 14 02 00 00 00 00 00 00 00 00 *.....6..........*
[30000] (08/29 21:15:18):{0x194C} 02F1ED90: 7C 7C 86 02 98 97 9C 02 01 00 00 00 00 98 20 02 *||............ .*
[30000] (08/29 21:15:18):{0x194C} 02F1EDA0: 7C AB C0 69 34 2E 32 2E 31 2E 39 34 00 EE F1 02 *|..i4.2.1.94....*
[30000] (08/29 21:15:18):{0x194C} 02F1EDB0: 90 EE F1 02 08 00 00 00 0F 00 00 00 01 00 00 00 *................*
[30000] (08/29 21:15:18):{0x194C} 02F1EDC0: 00 00 00 00 7C 90 1F 02 00 9F 9C 02 6C 97 20 02 *....|.......l. .*
[30000] (08/29 21:15:18):{0x194C} 02F1EDD0: 02 64 BA 69 00 00 00 00 00 00 00 00 0F 00 00 00 *.d.i............*
[30000] (08/29 21:15:18):{0x194C} 02F1EDE0: 7C 1D BA 69 00 2E 32 2E 31 2E 39 34 00 90 1F 02 *|..i..2.1.94....*
[30000] (08/29 21:15:18):{0x194C} 02F1EDF0: F8 7D 9C 02 00 00 00 00 0F 00 00 00 BC C4 67 00 *.}............g.*
[30000] (08/29 21:15:18):{0x194C} 02F1EE00: 68 99 9C 02 00 00 01 00 18 EE F1 02 BC C4 67 00 *h.............g.*
[30000] (08/29 21:15:18):{0x194C} 02F1EE10: E8 80 9C 02 BC C4 67 00 70 97 9C 02 00 00 00 00 *......g.p.......*
[30000] (08/29 21:15:18):{0x194C} 02F1EE20: BC C4 67 00 00 00 00 00 00 04 00 00 74 BD 67 00 *..g.........t.g.*
[30000] (08/29 21:15:18):{0x194C} 02F1EE30: 00 00 00 00 00 04 00 00 74 BD 67 00 00 00 00 00 *........t.g.....*
[30000] (08/29 21:15:18):{0x194C} 02F1EE40: 00 04 00 00 80 86 67 00 08 9A 9C 02 00 04 00 00 *......g.........*
[30000] (08/29 21:15:18):{0x194C} 02F1EE50: 03 00 00 00 04 00 00 00 7C 9F 82 7C 00 7A 9C 02 *........|..|.z..*
[30000] (08/29 21:15:18):{0x194C} 02F1EE60: 40 EF F1 02 3D 9F 82 7C 78 07 F8 00 00 00 00 00 *@...=..|x.......*
[30000] (08/29 21:15:18):{0x194C} 02F1EE70: 0F 00 00 00 7C 00 00 00 00 9F 82 7C D8 7B 9C 02 *....|......|.{..*
[30000] (08/29 21:15:18):{0x194C} 02F1EE80: 60 EF F1 02 3D 9F 82 7C 00 00 00 00 0F 00 00 00 *`...=..|........*
[30000] (08/29 21:15:18):{0x194C} 02F1EE90: 7C 7B 9C 02 66 61 6C 73 65 00 67 00 F0 F7 B1 69 *|{..false.g....i*
[30000] (08/29 21:15:18):{0x194C} 02F1EEA0: 05 00 00 00 05 00 00 00 0F 00 00 00 00 32 86 02 *.............2..*
[30000] (08/29 21:15:18):{0x194C} 02F1EEB0: 00 43 13 02 CA 10 B2 69 68 7A 9C 02 A0 32 86 02 *.C.....ihz...2..*
[30000] (08/29 21:15:18):{0x194C} 02F1EEC0: 00 00 00 00 0F 00 00 00 7C 00 00 00 00 2E 32 2E *........|.....2.*
[30000] (08/29 21:15:18):{0x194C} 02F1EED0: 31 2E 39 34 00 00 00 00 F5 9B B1 69 00 00 00 00 *1.94.......i....*
[30000] (08/29 21:15:18):{0x194C} 02F1EEE0: 0F 00 00 00 00 00 00 00 00 E6 B9 69 00 00 00 00 *...........i....*
[30000] (08/29 21:15:18):{0x194C} 02F1EEF0: 28 00 00 00 78 B5 21 00 00 00 00 00 0F 00 00 00 *(...x.!.........*
[30000] (08/29 21:15:18):{0x194C} 02F1EF00: 00 00 00 00 7C EF 00 02 20 7E 9C 02 E0 7B 9C 02 *....|... ~...{..*
[30000] (08/29 21:15:18):{0x194C} 02F1EF10: 20 65 9C 02 78 BD 67 00 1D 00 00 00 1F 00 00 00 * e..x.g.........*
[30000] (08/29 21:15:18):{0x194C} 02F1EF20: 33 00 00 00 00 74 13 02 70 EE F1 02 48 EF F1 02 *3....t..p...H...*
[30000] (08/29 21:15:18):{0x194C} 02F1EF30: 00 00 F8 00 00 00 00 00 0F 00 00 00 7C 00 00 00 *............|...*
[30000] (08/29 21:15:18):{0x194C} 02F1EF40: C0 80 9C 02 B6 DB 01 00 90 EE F1 02 00 00 00 00 *................*
[30000] (08/29 21:15:18):{0x194C} 02F1EF50: 11 00 00 00 1F 00 00 00 80 86 67 00 D0 9A 9C 02 *..........g.....*
[30000] (08/29 21:15:18):{0x194C} 02F1EF60: 00 04 00 00 80 86 67 00 58 9A 9C 02 00 04 00 00 *......g.X.......*
[30000] (08/29 21:15:18):{0x194C} 02F1EF70: 80 86 67 00 C8 82 9C 02 00 04 00 00 01 BD 67 00 *..g...........g.*
[30000] (08/29 21:15:18):{0x194C} 02F1EF80: 68 AF 67 00 FF FF FF FF 80 86 67 00 F0 98 9C 02 *h.g.......g.....*
[30000] (08/29 21:15:18):{0x194C} 02F1EF90: 00 04 00 00 80 86 67 00 58 9A 9C 02 00 04 00 00 *......g.X.......*
[30000] (08/29 21:15:18):{0x194C} 02F1EFA0: 80 86 67 00 30 9A 9C 02 00 04 00 00 92 6F 52 00 *..g.0........oR.*
[30000] (08/29 21:15:18):{0x194C} 02F1EFB0: E0 7B 9C 02 20 65 9C 02 A4 F2 F1 02 2F AE 66 00 *.{.. e....../.f.*
[30000] (08/29 21:15:18):{0x194C} 02F1EFC0: 79 00 00 00 2D 7F 5E 00 B4 F8 F1 02 20 65 9C 02 *y...-.^..... e..*
[30000] (08/29 21:15:18):{0x194C} 02F1EFD0: F4 EF F1 02 00 00 00 00 00 00 00 00 00 00 00 00 *................*
[30000] (08/29 21:15:18):{0x194C} 02F1EFE0: 60 CD 9B 02 A8 D7 93 02 78 BD 67 00 78 BD 67 00 *`.......x.g.x.g.*
[30000] (08/29 21:15:18):{0x194C} 02F1EFF0: D0 EF F1 02 78 BD 67 00 30 7D 9C 02 78 BD 67 00 *....x.g.0}..x.g.*
[30000] (08/29 21:15:18):{0x194C} 02F1F000: 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 *................*
[30000] (08/29 21:15:18):{0x194C} PC Address: 0058EBC1, ESP=02F1EC1C EBP=02F1ECA0, Parameters (1-4):(0x72655673 0x6E6F6973 0x029C7E00 0x0000000C)
[30000] (08/29 21:15:18):{0x194C} Module Name: ITAdminServer.exe
[30000] (08/29 21:15:18):{0x194C} PC Address: 7070615F, ESP=02F1EC1C EBP=00000069, Parameters (1-4):(0x00000000 0x00000000 0x00000000 0x00000000)
[30000] (08/29 21:15:18):{0x194C} SymGetModuleBase failed with error code <12b> - Only part of a ReadProcessMemory or WriteProcessMemory request was completed.
[30000] (08/29 21:15:18):{0x194C} StackWalk failed with error code <7e> - The specified module could not be found.
[30000] (08/29 21:15:18):{0x194C} ------------------End Stack Trace------------------

Last edited by Bonnie00 : 08-30-2007 at 10:52 AM.
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Old 09-01-2007, 11:03 PM   #4 (permalink)
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Looks like your Policy service crashed while reading a RIM file from the PackageCache folder:

{
[30000] (08/29 21:15:16):{0x194C} loaderGetFileInfo("D:\Program Files\Research In Motion\BlackBerry Enterprise Server\PackageCache\FILESHARE_NotesBES\ResearchInM otion\{2C8916BD-3312-4582-B021-C67FAE11C464}\GPRS\rim8100g.sfi", 020E1B34) failed with returned code 10.
[10000] (08/29 21:15:18):{0x194C} DefaultHandler - exception caught thread Id=0x194C
[10000] (08/29 21:15:18):{0x194C} DefaultHandler - Killing program
[30000] (08/29 21:15:18):{0x194C} Exception code: C0000005 ACCESS_VIOLATION
[30000] (08/29 21:15:18):{0x194C} Fault address: 0058EBC1
}

Try recreating the PackageCache Folder i.e.
1. Stop the BlackBerry Policy Service.
2. Delete the PackageCache folder.
3. Restart the BlackBerry Policy Service.

It may take up to four hours for the folder to be recreated, so a little patience is required.
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Old 09-03-2007, 03:21 PM   #5 (permalink)
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I tried that but it didn't fix anything.

What I've done is actually uninstall the software for the 8100 which is the software configuration which is causing the issue. I can't delete the actual config because it's been assigned to a user. And then I deleted the packagecache again. So far, it seems fine. I'll check it again later tonight or tomorrow and see the results. If it still happens, I'm going to open a ticket with Bell since we don't have support with RIM.
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Old 09-03-2007, 04:07 PM   #6 (permalink)
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Why would you have the 8100 device software package assigned to a user?
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Old 09-04-2007, 09:43 AM   #7 (permalink)
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It was assigned to reload the software to a device that had been nuked.

Regardless, it's not required and has been removed and have resolved the Policy service issue.

However, I still have an issue of MDS stopping without reason and nothing in the logs for that.
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Old 05-06-2008, 01:12 AM   #8 (permalink)
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This may be a stupid question but can I ask you how you uninstalled the software without deleting the config?? I am having this exact problem but am unsure where you uninstalled the software from.

Can you just delete the config out of the BES manager or is there another way to do it??
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Old 05-12-2008, 09:28 AM   #9 (permalink)
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There is a workaround posted on Blackberry's website:

http://www.blackberry.com/btsc/searc...200%2059801070

I have the same error showing up for a 8700. I have not applied this fix yet, so I don't know if it works or not. I am going to install SP5 for Blackberry Enterprise for Exchange 4.1 first and see if that helps. I will report back when I have more information.
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