How to troubleshoot SRP connectivity issues

Article ID: KB02068

Type: Support Content

Last Modified: 05-31-2013

 

Product(s) Affected:

  • BlackBerry Enterprise Server
CollapseEnvironment
  • BlackBerry Enterprise Server
CollapseOverview

Complete the following tasks to troubleshoot Server Routing Protocol (SRP) connectivity issues:

  1. Run the BlackBerry Enterprise Server BBSRPTest.exe tool.
  2. Locate the Network Access Node.
  3. Ping the Network Access Node.
  4. Trace route to the Network Access Node.
  5. Telnet to the Network Access Node.

Task 1 - Run the BlackBerry Enterprise Server BBSRPTest.exe tool

  1. Open a command prompt.
  2. Navigate to one of the following folders:
     
    For BlackBerry Enterprise Server 3.5 to 5.0 SP3:
    C:\ Research In Motion\BlackBerry Enterprise Server\Tools
    C:\ Program Files\Research In Motion\BlackBerry Enterprise Server\Utility 
     
    For BlackBerry Enterprise Server 2.0 or 2.1:
    C:\Program Files\Research In Motion\BlackBerry Enterprise Server
     
  3. Type bbsrptest and press Enter. If an error code is returned, search the BlackBerry Knowledge Base for more information.

 
Task 2 - Locate the Network Access Node

  1. Click Start > Run.
  2. Type regedit and click OK.
  3. Navigate to the appropriate registry location:
     
    For BlackBerry Enterprise Server 4.0 to 5.0 SP3:
    32 Bit Operating Systems - HKEY_LOCAL_MACHINE\SOFTWARE\Research In Motion\BlackBerryRouter
    64 Bit Operating Systems - HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Research In Motion\BlackBerryRouter
     
    For BlackBerry Enterprise Server 3.5 to 3.6:
    32 Bit Operating Systems - HKEY_LOCAL_MACHINE\Software\Research In Motion\BlackBerry Enterprise Server\Servers\ <server_name>
    64 Bit Operating Systems - HKEY_LOCAL_MACHINE\Software\ Wow6432Node\Research In Motion\BlackBerry Enterprise Server\Servers\ <server_name> where <server_name> is the name of the BlackBerry Enterprise Server.
     
    For BlackBerry Enterprise Server 2.0 or 2.1:
    HKEY_LOCAL_MACHINE\Software\Research In Motion\BlackBerry\Server Locate the REG_SZ key named NetworkAccessNode.
     

Task 3 - Ping the Network Access Node

  1. Open a command prompt.
  2. Type ping <Network Access Node address> >> C:\ping.txt and press Enter. (Note: Exclude the < > around the Network Access Node address when inputting the command.)
  3. Navigate and open C:\ping.txt to view the ping test results.
  4. If the ping times out with an error message, trace the route to the Network Access Node. The PathPing tracing utility can also be used to access the Network Access Node.
     

Task 4 - Trace route to the Network Access Node

  1. Open a command prompt.
  2. Type tracert <Network Access Node address> >> C:\tracert.txt and press Enter. (Note: Exclude the < > around the Network Access Node address when inputting the command.)
  3. Navigate and open C:\tracert.txt to view the trace route test results.
  4. If the trace route times out with an error message, use the Telnet tracing utility to access the Network Access Node. The PathPing tracing utility can also be used to access the Network Access Node.
     

Task 5 - Telnet to the Network Access Node

  1. Open a command prompt.
  2. Type telnet <Network Access Node address> 3101 , and press Enter. (Note: Exclude the < > around the Network Access Node address when inputting the command.)
  3. If the Telnet session fails to connect, verify that the port is configured correctly. 
     



 
If SRP connectivity issues persist after completing the previous tasks, obtain the BlackBerry Enterprise Server debug logs and contact the wireless service provider.

 
PathPing to the Network Access Node

Run the PathPing tracing tool from the BlackBerry Enterprise Server to the appropriate SRP address. To determine the correct SRP address, see KB04359.

Run the PathPing tracing tool by completing the following steps:

  1. Open a command prompt.
  2. Type PathPing <Network Access Node address> >> C:\pathping.txt and press Enter. (Note: Exclude the < > around the Network Access Node address when inputting the command.)
  3. Navigate and open C:\pathping.txt to view the ping test results. When the PathPing tracing tool is run, the first results list the route because it is tested for any problems. This is the same path shown by the trace route tool. PathPing then displays a busy message while it gathers information from all the routers previously listed and the links between them. At the end of this period, it displays the test results.

The This Node/Link, Lost/Sent = Pct, and Address columns contain the most useful information.

CollapseAdditional Information

The PathPing tracing tool is a command prompt route tracing tool that combines features of the ping and trace route tools with additional functionality. The PathPing tracing tool sends data packets to each router on the way to a final destination over a period of time, and then computes results based on the packets returned from each hop. Because the PathPing tracing tool shows the degree of packet loss at any specified router or link, it is possible to determine which routers or links might be causing network problems.

The SRP information on a server should not be changed to troubleshoot connectivity issues. Once an SRP has been changed, the new SRP information is added as pending to the BlackBerry smartphone user's hidden folder within their mailbox. If this information is not accurately updated and the SRP is changed again, the user will not be able to receive email and the smartphone must be wiped and reactivated

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