SRP status shows disconnected in the BlackBerry Manager or BlackBerry Administration Service

Article ID: KB04186

Type: Support Content

Last Modified: 08-07-2012

 

Product(s) Affected:

  • BlackBerry Enterprise Server for Microsoft Exchange
  • BlackBerry Enterprise Server for IBM Domino
  • BlackBerry Enterprise Server for Novell GroupWise
CollapseEnvironment
  • BlackBerry® Enterprise Server 3.6 to 5.0 SP3
CollapseOverview

Disconnected appears in either the SRP Status field in BlackBerry® Manager or the BlackBerry® Administration Service web console.

If the above status appears, please see the below checklist.

1)  Confirm if the BlackBerry® Enterprise Server is able to connect to the BlackBerry® Infrastructure through the firewall

Verify the BlackBerry Enterprise Server connects using the BBSrpTest.exe utility

  1. Go to C:\Program Files\Research In Motion\BlackBerry Enterprise Server\
  2. Double-click the BBSrpTest.exe file and look for a successful response in the command prompt window.
    • If the command prompt shows a failed message or a winsock error code, verify that the SRP credentials are correct.
    • If the SRP credentials are correct, contact your network administrator.

Note: The appropriate firewall port 3101 should be open for outbound-initiated, bi-directional traffic.

Alternatively, use telnet in a command prompt to check whether port 3101 is open.

For example:  telnet **.srp.blackberry.com 3101 

  Where ** is the appropriate country code described in the SRP Address Lookup tool .

2)  Confirm that the SRP Identifier or SRP Authentication Key is correct

 For BlackBerry Enterprise Server 5.0

  1. In the BlackBerry Administration Service, in the left pane, expand BlackBerry Solution Topology > BlackBerry Domain > Component View.
  2. Expand BlackBerry Enterprise Server and click <Instance Name>.
  3. Scroll to the bottom and click Edit Instance.
  4. Check the SRP Identifier and SRP Authentication Key fields for incorrect values, spelling mistakes, and extra spaces.

For BlackBerry Enterprise Server 4.1

  1. Open BlackBerry® Manager.
  2. Click the instance name.
  3. On the Server Configuration tab click Edit Properties, then check the Identifier and Authentication Key fields for incorrect values like spelling mistakes or extra spaces.

For BlackBerry Enterprise Server 4.0

  1. Open BlackBerry Manager.
  2. Right-click the instance name and click BlackBerry Server Properties.
  3. Check the SRP Identifier and SRP Authentication Key fields for incorrect values like spelling mistakes or extra spaces.

For BlackBerry Enterprise Server 3.6

  1. Open BlackBerry Enterprise Server Management.
  2. Right-click the instance name and click Properties.
  3. Check the SRP Identifier and SRP Authentication Key fields for incorrect values like spelling mistakes or extra spaces.

3)  Check to see if the SRP Address field is correct

Set the SRP Address field in the BlackBerry Server Configuration to the appropriate address.

Click Start > Programs > BlackBerry Enterprise Server > BlackBerry Server Configuration.

  1. Select the BlackBerry Router tab.
  2. Enter the correct SRP Address.
  3. Click Test Network Connection.
  4. If the test is successful, click Apply.
  5. Click OK.

The proper SRP Address can be located using the SRP Address Lookup tool .

Note: The correct SRP Address should also be reflected under the HKEY_LOCAL_MACHINE\Software\Research In Motion\BlackBerryRouter\NetworkAccessNode registry value.

4)  Confirm that the Router Host is not set to localhost

Set the Router Host to localhost.

For BlackBerry Enterprise Server 4.0 to 4.1

  1. Open BlackBerry Server Configuration.
  2. Click the BlackBerry Server tab.
  3. In the Router host field, type localhost.
  4. Click Apply.
  5. Click OK.

5)  Verify that the BlackBerry Router service account authentication is correct

Make sure that the BlackBerry Enterprise Server administration account password is correct for the BlackBerry Router service.

  1. If the BlackBerry Enterprise Server service account password is changed in the Microsoft® Active Directory®, update the password for all BlackBerry Enterprise Server services that use the BlackBerry Enterprise Server service account authentication to log on.
  2. Restart the BlackBerry Router service.

    Important: Restarting certain BlackBerry Enterprise Server services delays email message delivery to BlackBerry smartphones. For more information, see KB04789 .

6)  Confirm that the BlackBerry Enterprise Server is not using an expired temporary SRP.

Replace the expired SRP ID and Authentication Key with valid SRP information. For more information, see KB04744 .

CollapseWorkaround

If another BlackBerry Enterprise Server is in place on the internal network and not experiencing this same issue, the BlackBerry Router service on that server can be configured to accept connections from other BlackBerry Enterprise Server instances.

For more information, see KB12281 , or search for Placing the BlackBerry Enterprise Solution in a segmented network in the BlackBerry Technical Solution Center.

CollapseAdditional Information

For descriptions of WinSock errors, visit the WinSock Development Information website.

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Visit the BlackBerry Technical Solution Center at www.blackberry.com/btsc.