BlackBerry Controller service fails to start with "service-specific error code" 5003 or 5010

Article ID: KB16001

Type: Support Content

Last Modified: 05-07-2013

 

Product(s) Affected:

  • BlackBerry Enterprise Server for Microsoft Exchange
  • BlackBerry Enterprise Server Express for Microsoft Exchange
  • BlackBerry Professional Software
CollapseEnvironment
  • BlackBerry Enterprise Server 4.0 to 4.1 for Microsoft Exchange
  • BlackBerry Enterprise Server Express 5.0 SP4 for Microsoft Exchange
  • BlackBerry Professional Software for Microsoft Exchange
  • DT 204119
CollapseOverview

When Microsoft security bulletin MS08-37 is installed on a computer that hosts both BlackBerry Enterprise Sever and the Domain Name System, BlackBerry Controller may generate a service-specific error code 5003 or 5010 and fail to start as seen here:

Windows could not start the BlackBerry Controller on Local Computer. For more information, review the System Event Log. If this is a non-Microsoft service, contact the service vendor, and refer to service-specific error code 5003.

or

Windows could not start the BlackBerry Controller on Local Computer. For more information, review the System Event Log. If this is a non-Microsoft service, contact the service vendor, and refer to service-specific error code 5010.

CollapseCause

Microsoft security bulletin MS08-37 causes the Domain Name System to bind to the internal port that BlackBerry Controller uses to connect to other BlackBerry Enterprise Server services. As a result, BlackBerry Controller generates a service-specific error code 5003, or 5010 and fails to start.

The BlackBerry Controller log file contains the following entries:

[20000] (08/13 03:33:08.453):{0xE00} LogReceiver: Failed to bind a socket
[10000] (08/13 03:33:08.453):{0xE00} Could not start the syslog receiver subsystem, exiting...
[50091] (08/13 03:33:08.453):{0xE00} Stopping BlackBerry Agent Controller
[50093] (08/13 03:33:08.453):{0xE00} BlackBerry Agent Controller Stopped

CollapseResolution

Complete the following:

  1. Reserve the port that is being utilized by the other application. For instructions on reserving the ports that are required by BlackBerry Enterprise Server services, see Microsoft Support article KB 812873, or visit the Microsoft Help and Support site and search for "How to reserve a range of ephemeral ports on a computer that is running Windows Server 2003 or Windows 2000 Server". For this particular issue with starting the BlackBerry Controller service, reserve ports 4070 and 4071.
     
    Warning: Changes to the registry can cause substantial damage to the Windows operating system. Document and back up the registry entries before implementing any changes.
     
  2. Change the value of the Syslog User Datagram Protocol (UDP) port using the following two registry keys to use the same ports that were reserved (4070 and 4071).
     
    • HKEY_LOCAL_MACHINE\SOFTWARE\Research In Motion\BlackBerry Enterprise Server\Agents\SysLogHost
    • HKEY_LOCAL_MACHINE\SOFTWARE\Research In Motion\BlackBerry Enterprise Server\Logging Info\Mailbox Agent\SysLogHost
       
    Note: These keys are entered as a string value like localhost:4071,localhost:4070  If the keys are not present, create them manually.
     
  3. Restart the BlackBerry Enterprise Server.
CollapseAdditional Information

For more information on Microsoft security bulletin MS08-37 (DNS server-side), visit the Microsoft Help and Support site and search for "MS08-037: Description of the security update for DNS in Windows Server 2008, in Windows Server 2003, and in Windows 2000 Server (DNS server-side): July8, 2008".

For more information on Microsoft security bulletin MS08-37 (client-side), visit the Microsoft Help and Support site and search for "MS08-037: Description of the security update for DNS in Windows Server 2008, in Windows Server 2003, and in Windows 2000 Server (client-side): July8, 2008".

Disclaimer

By downloading, accessing or otherwise using the Knowledge Base documents you agree:

   (a) that the terms of use for the documents found at www.blackberry.com/legal/knowledgebase apply to your use or reference to these documents; and

   (b) not to copy, distribute, disclose or reproduce, in full or in part any of the documents without the express written consent of RIM.


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