The BlackBerry Synchronization Service terminates after processing an invalid date in SMS messages

Article ID: KB35616

Type: Support Content

Last Modified: 01-21-2014

 

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 5.0 SP4 MR3
  • DT 8820509
CollapseOverview

The BlackBerry Synchronization Service terminates after processing an invalid date in SMS messages. The similar log lines may be seen near the end of the SYNC log:

[46052] (12/12 08:06:04.723):{0x3E50} [SYNC-DSession] Contain 20 record(s) and 17 command(s) from Backup.WLAN Profiles/Backup.Options/Backup.SMS Messages/Backup.BlackBerry Messenger/Backup.Phone Call Logs/Backup.Phone History/Backup.Browser Options/Backup.Sounds/Backup.Maps/Backup.NFC Options/Backup.Memory Cleaner Options/Backup.Phone Options/Backup.Recipient Cache... [Lastname, Firstname:1746]
[46100] (12/12 08:06:04.864):{0x3E50} [SYNC-DSession] ADD record already exists on server side. [Lastname, Firstname:1746, DS=Exchange, DB=Address Book, UID=295325074]
[46031] (12/12 08:06:04.864):{0x3E50} [SYNC-DSession] Submit XML request to Backup connector. [Lastname, Firstname:1746]

CollapseCause
The BlackBerry smartphone has sent SMS message auditing data to the BlackBerry Enterprise Server, however the date field of the data is invalid.
CollapseResolution
This is a previously reported issue that is being investigated by our development team. A resolution is currently unavailable.
CollapseWorkaround

Clear the wireless backup data for the affected user. Identifying the affected user may require contacting BlackBerry Technical Support services.

Once the user identification has been determined:

  1. Open the BlackBerry Administration Service web console.
  2. Under BlackBerry Solution Management, expand User and click Manage Users. Search for, and then select the affected user.
  3. Under the User Information tab, click Default configuration.
  4. On the Organizer data synchronization tab, click Edit user.
  5. Change the Automatic wireless backup turned on drop-down list from Yes to No.
  6. Click Save.
  7. From the Organizer data synchronization tab, click Edit user.
  8. Change the Automatic wireless backup turned on drop-down list from No to Yes to re-enable the setting.
  9. Click Save.
CollapseAdditional Information
When contacting BlackBerry Technical Support Services, a process dump of the terminating BlackBerry Synchronization Service will be required to identify the user. See, KB22898.

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