"MAPIMailbox::ResolveNamesMAPI - Exception handled" is printed in the BlackBerry Messaging Agent logs

Article ID: KB14997

Type: Support Content

Last Modified: 12-14-2011

 

Product(s) Affected:

  • BlackBerry Enterprise Server for Microsoft Exchange
CollapseEnvironment
  • BlackBerry® Enterprise Server version 4.1 and 5.0 for Microsoft® Exchange
  • SDR108192
  • SDR316421
CollapseOverview

After receiving the following exception, BlackBerry Enterprise Server experiences non-responsive threads:

MAPIMailbox::ResolveNamesMAPI - Exception handled

Restarting the BlackBerry Controller service may result in the MAPI Advise Session failing to register.

CollapseCause

There may be multiple root causes for this type of issue.

One possible cause has been identified and is tracked under SDR108192. In this case, the issue was caused by a specific form of MAPI memory corruption.

Other specific causes for this have yet to be confirmed, but could include access violations, memory leaks, or other forms of memory corruption within MAPI.

CollapseResolution

Upgrading to BlackBerry Enterprise Server version 4.1 SP4 (4.1.4) will resolve the specific issue identified by SDR108192.

If upgrading to BlackBerry Enterprise Server version 4.1.4 does not resolve the issue, further investigation will need to be performed.

At this time, the only way to determine the cause of the exception that causes these types of issues is to configure a debugger to capture a process dump on the first chance exception.

In order to do this, a tool such a DebugDiag or ADPlus must be configured to capture dumps on first chance exceptions. This would need to be configured before the issue were to happen, as once the issue has occurred, it is too late to capture the necessary dumps.

Once a dump has been captured, BlackBerry Technical Support can analyze the dump and attempt to determine the cause of the exception.

CollapseWorkaround

Restart BlackBerry Dispatcher.

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

CollapseAdditional Information

The following is the log output of the initial exception:

[20097] (08/20 08:43:45.369):{0x21F0}{user@domain.com}MAPIMailbox::ResolveNamesMAPI - Exception handled

[30147] (08/20 08:43:45.947):{0x21F0}{user@domain.com}MAPIMailbox::Send(ppMAPIMessage) Cleanup - HrGetOneProp (0x8004010f) failed

 

The following is the log output of the non-responsive threads that may start to appear:

[30038] (08/20 08:54:47.138):{0x1028} Worker Thread:  *** No Response ***  Thread Id=0x1194, Handle=0x7D8, WaitCount=1, WorkingTime=10 min, LastActivity=10 min, Event: NEW_MB_PCKT_NOTIFY, User:user@domain.com, Server: SERVERNAME, Activity: MAPISendertoRIMSender - RIM_HrGWResolveProxy
 

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