Unable to start the BlackBerry Enterprise Management Web Service

Article ID: KB33793

Type: Support Content

Last Modified: 04-19-2013

 

Product(s) Affected:

  • BlackBerry Enterprise Service 10
  • BlackBerry Device Service
CollapseEnvironment
  • BlackBerry Enterprise Service 10
  • BlackBerry Device Service
  • DT 6881015
CollapseOverview

The BlackBerry Enterprise Management Web Service (EMWS) will fail to start after completing an installation. When attempting to start the service, one of the following errors will be displayed:

The BlackBerry Enterprise Management Web Service on Local Computer started and then stopped. Some services stop automatically if they have no work to do, for example, the Performance Logs and Alerts service.

or

The BlackBerry Enterprise Management Web Service service on Local Computer started and then stopped.  Some services stop automatically if they are not in use by other services or programs.

 
The System Log in Windows Event Viewer will display the following event:

The description for Event ID 4098 from source EMWS cannot be found. Either the component that raises this event is not installed on your local computer or the installation is corrupted. You can install or repair the component on the local computer.

CollapseCause

If an installation is cancelled on the SRP/CAL input screen and then the installation is restarted at a later time, the EMWS keys may be missing from the registry. If the EMWS keys are missing from the registry then the EMWS will fail to start. The required keys are:

HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Research In Motion\BlackBerry Enterprise Server\EMWS
HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Research In Motion\BlackBerry Enterprise Server\Logging Info\EMWS

CollapseResolution
This is a previously reported issue that is being investigated by our development team. No resolution time frame is currently available.
CollapseWorkaround

Workaround 1

Import a copy of the registry keys from a known working installation.

Workaround 2

Reinstall BlackBerry Device Service software on top of the existing installation or perform a clean installation.

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