Basic troubleshooting for "Page cannot be displayed" error when launching the BlackBerry Administration Service web console

Article ID: KB24220

Type: Support Content

Last Modified: 12-21-2012

 

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 5.0 to 5.0 SP4
CollapseOverview

When accessing BlackBerry Administration Service web console through a web browser, the login screen is not displayed. Most commonly, Page cannot be displayed error is displayed in the browser.

If there are more than one BlackBerry Administration Service instances in the environment, troubleshooting will be more effective if the focus is on a single instance at first. Pick one server, and stop the BlackBerry Administration Service - Application Server and BlackBerry Administration Service - Native Code Container services on all other instances.

First Step:

Open Windows Services on the one server that is running the BlackBerry Administration Service, and check the state of both the BlackBerry Administration Service - Application Server and BlackBerry Administration Service - Native Code Container services. If they are stopped, start them. If they are started, please restart them. Give the services approximately 10 minutes to finish starting up, and then try to log in again. If the login page still doesn't display, continue with the following troubleshooting steps.

The BlackBerry Administration Service web console may not display because:

    • The BlackBerry Administration Service - Application Server service is crashing and restarting.
    • The BlackBerry Administration Service - Application Server service is not finishing loading so cannot render the web console page.
    • Validate the address format being used to access the web console.
    • Try to access the web console by the IP address of the BlackBerry Administration Service server.
    • Confirm the port being used by the web console.

The following steps will help troubleshoot each of these scenarios if the login screen for the BlackBerry Administration Service is not accessible:

1. The web console is not being rendered by the BlackBerry Administration Service - Application Server service.

The BlackBerry Administration Service - Application Server service have to run for a while before they have finished initializing and can render the web console page. If the web console page cannot be displayed, and the address has been confirmed using the steps above, the state of the services is the next thing to focus on.

The BlackBerry Administration Service - Application Server service is crashing and restarting.

When BlackBerry Administration Service - Application Server and BlackBerry Administration Service - Native Code Container services are started, there are two processes spawned:

BAS-AS.exe and BAS-NCC.exe

The easiest way to get an idea for what is occurring with the service is to monitor the process list in the Windows Task Manager. The amount of memory used by both processes varies depending on BlackBerry Enterprise Server version and amount of memory available on the server, but it is useful to notice the memory increasing over time as the process starts up, and finally stabilizing.

BAS-AS.exe typically stabilizes at around 300,000 to 600,000 KB of memory usage.

BAS-NCC.exe typically stabilizes with 40,000 to 100,000 KB of memory usage.

One sign that the BlackBerry Administration Service is having problems is the memory usage of the process climbs after starting, and then the process disappears. This may correspond with the service ending up in a stopped state, or the service may automatically restart, at which point the process would disappear temporarily, then reappear with the memory climbing again over time.

Another sure sign that a BlackBerry Administration Service - Application Server service is crashing is the presence of multiple log files for the service. The BlackBerry Enterprise Server logs are stored by default in the following location:

C:\Program Files\Research In Motion\BlackBerry Enterprise Server\Logs

Check the folder with the current date. BlackBerry Administration Service - Application Server and BlackBerry Administration Service - Nataive Code Container log files use the following format:

HOSTNAME_BAS-AS_DATE_XXXX.txt or HOSTNAME_BAS-NCC_DATE_XXXX.txt

Every time one of the BlackBerry Administration Service services starts, a new log file is spawned, so XXXX will be a number based on how many times the service started.

If there are a lot of log files for either service, the service is likely crashing and restarting.

Once confirmed that the service is crashing, a log review will be needed to investigate further. The best approach for most BlackBerry Administration Service log reviews is to find one of the following terms in the BAS-AS logs using the search function of a text editor:

[ERROR]

exception

Either of these lines usually identifies an issue that needs to be addressed and may be causing the crashing.  Searching the related log line in the BlackBerry Technical Solution Center may identify the issue and provide a solution.

The BlackBerry Administration Service - Application Server service is not finishing loading so can't render the web console page.

If the memory for both of the BlackBerry Administration Service processes stabilizes close to the expected ranges, and there is no sign of crashing, it is reasonable to expect that the web console page should now be rendered at the proper address. If the page still can't be displayed, the service probably hasn't finished initializing, but is not crashing.

In the BAS-AS log file, when the service is finished initializing and is ready to render the web console, the following log lines will appear:

(09/09 11:28:06:021):{main} [org.apache.coyote.http11.Http11Protocol] [INFO] Starting Coyote HTTP/1.1 on http-FQDN.BAS.COMPUTER%2F10.175.85.111-18180
(09/09 11:28:07:068):{main} [org.apache.coyote.http11.Http11Protocol] [INFO] Starting Coyote HTTP/1.1 on http-FQDN.BAS.COMPUTER%2F10.175.85.111-443
(09/09 11:28:07:068):{main} [org.jboss.system.server.Server] [INFO] JBoss (MX MicroKernel) [4.3.0.GA_CP05 (build: SVNTag=JBPAPP_4_3_0_GA_CP05 date=200906222114)] Started in 6m:21s:568ms

If these lines are not present in the current (most recently modified) BAS-AS log, then a log review is needed to try and determine why the service isn't initializing fully. If the lines are present, the web console page should be available unless it isn't being addressed properly. 

2. The web browser is not pointing to the proper server or web address.

Validate the address format being used to access the web console.

The default address that the shortcut for the BlackBerry Administration Service will point to, looks like the following:

https://<DNS Name>/webconsole/login

Where <DNS Name> is the pool name created when installing the first BlackBerry Administration Service instance in the BlackBerry Domain, which defaults to the Fully Qualified Domain Name (FQDN) of the computer hosting that first instance.


To view the pool name in use:
  1. Click Start > Programs > Research In Motion > BlackBerry Enterprise Server > BlackBerry Server Configuration.
  2. Switch to the BlackBerry Administration Service - High Availability tab.

The pool name here will be used for all shortcuts to the BlackBerry Administration Service or BlackBerry Web Desktop Manager that are created by the BlackBerry Enterprise Server installation software when adding or reinstalling components in the BlackBerry Domain.

Please be sure that the proper address formatting as shown above is being used when attempting to access the BlackBerry Administration Service web console. If it isn't, please correct it and try again.

This is a secure address that will attempt to connect to the computer hosting the BlackBerry Administration Service using SSL which by default operates on port 443.

Try to access the web console by the IP Address of the BlackBerry Administration Service server.

It is possible that the machine name that is in the shortcut does not point to a valid DNS record in the environment. This could be because the pool name was changed from the FQDN to a unique pool name to support BlackBerry Administration Service High Availability and the A Record wasn't added for the pool name, or a general DNS problem in the environment. Try typing the following into the address bar of the browser you are using to access the web console to determine if this is the issue:

https://<IP_Address_of_the_BAS_server>/webconsole/login

OR

http://<IP_Address_of_the_BAS_server>:18180/webconsole/login

Where <IP_Address_of_the_BAS_server> is replaced with the actual IP address on the BlackBerry Administration Service server.

If the page now renders, the problem is with DNS. Add the A Record entries for the pool name if applicable, or correct the DNS problem.

Confirm the port being used by the web console.

By default, the BlackBerry Administration Service renders the web page on port 443. This can be changed during installation, or modified after the fact according to the needs of the environment. The shortcuts created will normally reflect the settings in use by the BlackBerry Administration Service, but changes made outside of the initial installation may not be reflected in shortcuts or bookmarks made after the fact.

To confirm the port being used:

 Click Start > Programs > Research In Motion > BlackBerry Enterprise Server > BlackBerry Server Configuration.

  1. Switch to the BlackBerry Administration Service - High Availability tab.
  2. Confirm the current value of the HTTPS and HTTP Service Port.

 If it is 443, the address formats shown above should work. If it something else, then the address format would need to be the following:

https://<DNS Name>:port/webconsole/login or https://<IP_Address_of_the_BAS_server>:port/webconsole/login

OR

http://<DNS Name>:port/webconsole/login or http://<IP_Address_of_the_BAS_server>:port/webconsole/login

Try the revised addresses if applicable. If the port number is not an issue, then troubleshooting the state of the BlackBerry Administration Service services should be done as outlined below.

CollapseAdditional Information

Singleton server in a BlackBerry Administration Service Cluster.

In an environment with BlackBerry Administration Service High Availability, multiple BlackBerry Administration Service instances form a pool to share the load and provide redundancy. One instance in the pool will have the role of singleton, which manages job tasks, notification tasks, and reconciliation tasks on behalf of the BlackBerry Administration Service pool. Having just a single instance from a pool running eliminates issues that can arise regarding the status and identity of the singleton in the pool. By stopping all BlackBerry Administration Service services on all pool instances, and then starting a single instance, we ensure the single instance is the singleton, and doesn't have other instances to communicate with. This makes troubleshooting BlackBerry Administration Service issues a lot easier initially when the web console page won't render.

If the web console page can't be accessed from the instance in the pool that was chosen for troubleshooting, another instance should be forced into the singleton role by stopping all BlackBerry Administration Service services on all instances, and then just starting service on the new instance. The same troubleshooting can then be followed. One server may have issues in the pool, but pointing the web client directly at another instance when it is the singleton may work fine.

For more information about BlackBerry Administration Service High Availability and the singleton role, please refer to the Planning Guide for your version of BlackBerry Enterprise Server in the documentation section of our website.

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