How to configure DebugDiag to capture memory dumps for BlackBerry Enterprise Server processes

Article ID: KB22898

Type: Support Content

Last Modified: 01-15-2014

 

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 4.1 and 5.0 for Microsoft Exchange
  • BlackBerry Enterprise Server 4.1 and 5.0 for Novell GroupWise
  • BlackBerry Enterprise Server 4.1 and 5.0 for IBM Lotus Domino
  • Windows Resource Kit
  • Debugging Tools for Windows
CollapseOverview

The Debug Diagnostic Tool (DebugDiag) is designed to assist in troubleshooting issues such as hangs, slow performance, memory leaks or fragmentation, and crashes in any user-mode process. The tool includes additional debugging scripts focused on Internet Information Services (IIS) applications, web data access components, COM+, and related Microsoft technologies.

In order to determine the cause of an exception, it is important to configure the DebugDiag tool to capture process dump or hang mode dump.

How to configure the DebugDiag tool to capture a memory dump for BlackBerry Enterprise Server processes

Below is an example on how to create a Crash rule to capture a memory dump for BlackBerryAgent.exe process.

  1. Download DebugDiag at http://www.microsoft.com/download/en/search.aspx?q=debugdiag.
  2. Install DebugDiag on the desired BlackBerry Enterprise Server.
  3. Launch the Debug Diagnostic Tool.
  4. When the wizard comes up, select Crash.
  5. Click Next.
  6. Select A specific process.
  7. Click Next.
  8. Select BlackBerryAgent.exe process for BlackBerry Enterprise Server for Microsoft Exchange or NBES.exe process for BlackBerry Enterprise Server for IBM Lotus Domino in the Select Target window.
  9. Click Next.
  10. Leave the default options in the Advance Configuration window and click Next.
  11. Give a Name and folder location for the dump files. The default folder is C:\Program Files\DebugDiag\Logs.
  12. Click Finish.

An alternate configuration to the DebugDiag tool to capture a memory dump for BlackBerry Enterprise Server processes

If the above crash rule does not capture a process dump, the following alternative can be used:

1.   Launch the Debug Diagnostic Tool.

2.   When the wizard comes up, select Crash.

3.   Click Next.

4.   Select A specific process.

5.   Click Next.

6.   Select BlackBerryAgent.exe process for BlackBerry Enterprise Server for Microsoft Exchange or NBES.exe process for BlackBerry Enterprise Server for IBM Lotus Domino in the Select Target window.

7.   Click Next.

8.   Leave the default options in the Advance Configuration window and click Breakpoints.

9.   In Configure Breakpoints, click Add Breakpoint

10. In the Breakpoint Expression field type kernel32!UnhandledExceptionFilter

11. Set the Action Type field to Full Userdump.

12. Set the Action Limit to the desired number. For example, 10.

13. Click Ok.

14. From the Advanced Configuration Screen, click Next.

15. Give a Name and folder location for the dump files. The default folder is C:\Program Files\DebugDiag\Logs.

16. Click Finish.

How to manually capture a memory dump of the BlackBerry Enterprise Server processes using the DebugDiag tool

Below is an example on how to manually capture a memory dump for BlackBerryAgent.exe process.

  1. Launch the Debug Diagnostic Tool.
  2. Click on the Processes tab.
  3. Under the Process Name column, right click on BlackBerryAgent.exe.
  4. Select Create Full Userdump.
  5. Click OK.

Note: By default the memory dump is saved under C:\Program Files\DebugDiag\Logs\Misc. To change that, launch the DebugDiag tool and select Tools,Options And Settings, change the desired folder location under Manual Userdump Save Folder.

CollapseAdditional Information

Even though BlackBerry Enterprise Server is a 32-bit application, be sure to download the 64-bit version of DebugDiag if running on a 64-bit machine as the x86 version is not supported on a 64-bit machine as per Microsoft's documentation: http://support.microsoft.com/kb/2580960.

Memory Dumps can consume a lot of disk space so keep that in mind while configuring DebugDiag. Recommend manually looking in the dumps folder periodically and collecting the memory dumps even if no BlackBerry Enterprise Server issues are noticed.

For more information on Debug Diagnostic Tool see http://www.microsoft.com/download/en/search.aspx?q=debugdiag

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.