Unable to browse from a BlackBerry Smartphone activated on a BlackBerry Enterprise Server

Article ID: KB02472

Type: Support Content

Last Modified: 04-09-2012

 

Product(s) Affected:

  • BlackBerry Enterprise Server for Microsoft Exchange
  • BlackBerry Enterprise Server for IBM Lotus Domino
  • BlackBerry Enterprise Server for Novell GroupWise
Jump to: Environment | Overview
CollapseEnvironment
  • BlackBerry® Enterprise Server 4.1 SP6 to 5.0 SP3
  • BlackBerry® Device Software 3.0 to 6.0
CollapseOverview

One of the following error message may appear on the BlackBerry® smartphone when attempting to browse using the BlackBerry® Browser:

Unable to connect to the selected MDS server, make sure you have a valid MDS service book entry on your device, talk to your service provider for more information on MDS service book entry, also make sure the Browser is configured to use that valid MDS service book entry on the Option > Browser configuration screen.

'OR'

Unable to connect to the selected Mobile Data Service. Please try again later. If the problem persists, please contact your system administrator.

'OR'

HTTP 503: Service Unavailable

The server is currently unavailable to handle you request due to a temporary overloading or maitenance of the server. Please try loading a different page. contact your service provider if this problem persists.

Details: MDS Service Unavailable; u5 'or' u8

In addtion to the above error messages that appear on the BlackBerry smartphone, attempting to start the Mobile Data Service Connection Service on the BlackBerry® Enterprise Server may produce one of the following errors:

Could not start the BlackBerry MDS Connection Service service on Local Computer. Error 1069. The service did not start due to a logon failure.

OR:

Could not start the BlackBerry MDS Connection Service service on Local Computer. Error 203: The system could not find the environment option that was entered.

NOTE: In some circumstances, there is no error presented but after starting the service and doing a refresh, the service shows as stopping or not running.



If the above errors occur, please see the below explanations and checklist of troubleshooting steps.

1)  The local permissions are not set correctly for the BlackBerry Enteprise Server service account

To assign Local Administrator rights to the BlackBerry Enterprise Server service account, complete the following steps:

For a BlackBerry Enterprise Server on a Domain Controller

  1. Click Start > Programs > Administrative Tools > Active Directory Users and Computers.
  2. Select the Builtin folder.
  3. Double-click Administrators.
  4. In the Members tab, click Add.
  5. Type the BlackBerry Enterprise Server service account name (for example, BESAdmin), and then click Check Names.
  6. Click OK.
  7. Click Apply then OK.

  For a BlackBerry Enterprise Server on a Member Server

  1. Click Start > Administrative Tools > Computer Management.
  2. In the left pane, expand System Tools and click Local Users and Groups.
  3. In the right pane, double-click Groups.
  4. Right-click Administrators and click Properties.
  5. On the Administrators Properties window, Click Add
  6. In the Select Users, Contacts, Computers, or Groups window, type the BlackBerry Enterprise Server service account name (for example, BESAdmin), and then click Check Names.
  7. Click OK.
  8. Click Apply then OK.

To assign Local Security Policy permissions to the BlackBerry Enterprise Server service account, complete the following steps:

Note: This procedure allows the BlackBerry Enterprise Server service account to access the local computer and to run the BlackBerry Enterprise Server software as a Windows® service.

  1. Click Start > Administrative Tools > Local Security Policy. NOTE: If the computer is a Domain Controller, click Start > Administrative Tools > Domain Controller Security Policy.
  2. In the Local Securities window, click Local Policies > User Rights Assignment.
  3. Perform one of the following steps:
  4. For Windows Server 2000, double-click Log on Locally.
  5. For Windows Server 2003 and 2008, double-click Allow Log on Locally.
  6. Click Add User or Group.
  7. Select the BlackBerry Enterprise Server service account name, and then click Add.
  8. Click OK.
  9. In the Local Security Settings window, double-click Log On As a Service.
  10. Click Add User and then select the BlackBerry Enterprise Server service account.
  11. Click OK.

2)  The location of BlackBerry Enterprise Server logs is set to the folder of network drive where service account does not have access

Open the BlackBerry Server Configuration panel.
Select the Logging tab
Ensure the BlackBerry Enterprise Server (BESAdmin) service account has Full permissions to this path or, change the path to a location in which the BESAdmin service account does have Full permissions.

3)  An incompatible version of the JRE is installed on the BlackBerry Enterprise Server

To resolve this issue, complete the following steps:

In Windows® Explorer, navigate to C:\Program Files\Java\j2re1.4.2_03.

If a supported version of JRE is not installed, go to the Sun Developer Network web site to download and install the correct JRE version.
Note: Remove any existing version of the JRE prior to installing this version.

JRE version 1.4.2 is required for BlackBerry Enterprise Server version 4.0
JRE version 1.5 or 1.6 is required for BlackBerry Enterprise Server version 4.1 and 5.0

4)  The BlackBerry MDS is not started on the BlackBerry Enterprise Server

Start the BlackBerry MDS Connection Service from Control Panel > Services.

5)  The BlackBerry MDS is disabled for the BlackBerry Enterprise Server and/or the BlackBerry smartphone user account

To enable the BlackBerry MDS for the BlackBerry smartphone user account, follow these steps:

For BlackBerry Enterprise Server 4.1

Open BlackBerry Manager
Highlight the
BlackBerry Domain
Click the All Users tab
Select the desired
BlackBerry smartphone user's account
Expand Service Access and click Enable Connection and Collaboration Services


For BlackBerry Enterprise Server 5.0

Login to the BlackBerry Administration Service
Search
for the
user account
Select Edit user link
Select a
Component Information tab
Set External services turned on to Yes
Click Save all link

To enable the BlackBerry MDS Connection Service for a BlackBerry Enterprise Server, complete the following steps:

For BlackBerry Enterprise Server 4.1

Open BlackBerry Manager
Highlight
the
BlackBerry Domain
Click
the
Servers tab
Select
the desired
BlackBerry Enterprise Server
Expand Service Control and Customization and click Enable Connection and Collaboration Services

6)  The BlackBerry MDS Connection Service is not properly mapped to the instance of BlackBerry Enterprise Server

For BlackBerry Enterprise Server 4.1:

Open BlackBerry Manager.
In the Explorer pane, click BlackBerry Domain.
Click the Global tab.
Expand Service Control & Customization.
Click MDS CS to BES Mapping.
Select the appropriate BlackBerry MDS Connection Service server.
Click OK.

For BlackBerry Enterprise Server version 5.0:

Open up the BlackBerry Administration Service.
Expand BlackBerry Solution Topology > BlackBerry Domain > Server View > BES Name.
Click the name of the BlackBerry Enterprise Server.
Click the Supported MDS Connection Service instances tab.
Ensure the appropriate BlackBerry MDS Connection Service instance has been added to the Current MDS Connection Service instances list.

7)  The BlackBerry MDS Connection Service is not installed on the BlackBerry Enterprise Server

With the release of BlackBerry Enterprise Server 5.0 SP2, it is possible to install the BlackBerry Enterprise Server without an MDS Connection Service installed. If this option is chosen, a remote BlackBerry MDS Connection Service should be installed and the steps in Cause 12 used to map it correctly.

8)  The BlackBerry smartphone is no longer provisioned for the BlackBerry Enterprise Server service

Contact the wireless service provider to have the BlackBerry Enterprise Server service added back to the BlackBerry smartphone user account. Alternatively, the Internet Browser may be used.

9)  The BlackBerry Enterprise Server is not pointing to the correct jvm.dll as it has an incorrect image path listed in the registry

Check for the ImagePath string value in the following registry key:

For BlackBerry Enterprise Server version 4.0:

"HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\BlackBerry Mobile Data Service"

If the ImagePath string value exists, the Value data field is blank or is pointing to the JRE folder from a previous version of the JRE.

For BlackBerry Enterprise Server version 4.1 and 5.0:

"HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\BlackBerry MDS Connection Service"

Warning: The following procedure involves modifying the computer registry. This can cause substantial damage to the Windows operating system. Document and back up the registry entries prior to implementing any changes.

To resolve this issue, complete the following steps:

Open the Registry Editor.
Go to the registry key listed above to check for the ImagePath string value.

If the ImagePath string value does not exist, repair the BlackBerry Enterprise Server installation through Add/Remove Programs. This updates the BlackBerry® Mobile Data Service (BlackBerry MDS) registry keys. For more information, see the BlackBerry Enterprise Server Installation Guide.
Note: For BlackBerry Enterprise Server version 4.1 SP3 to 4.1 SP6 and 5.0, the option to repair is not available. Re-apply the service pack to replace the registry key.

If the ImagePath string value exists, double-click it and type the correct path to the jvm.dll file in the Value data field, as shown in the following example for BlackBerry Enterprise Server version 4.1 and 5.0:

"C:\Program Files\Research In Motion\BlackBerry Enterprise Server\MDS\bin\bmds.exe" -s jvmpath="C:\Program Files\Java\<JRE folder>\bin\client\jvm.dll" -XX:+DisableExplicitGC-Xss64K -Xmx256M -Xms96M -XX:NewSize=32M -XX:MaxNewSize=96M-XX:NewRatio=2 classpathdir="C:\Program Files\Research In Motion\BlackBerry Enterprise Server\MDS\classpath\\" wrkdir="C:\Program Files\Research In Motion\BlackBerry Enterprise Server\MDS\Servers\<server_name>\\" webserverdir="C:\Program Files\Research In Motion\BlackBerry Enterprise Server\MDS\webserver\\" -log.console -rbes "<server_name>"

where <server_name> is the name of the BlackBerry Enterprise Server MDS Connection Service and <JRE folder> is the name of the JRE folder located in C:\Program Files\Java\.

Press Enter and close the Registry Editor.
Restart BlackBerry MDS from the Windows administrative tools.
Important: Restarting certain BlackBerry Enterprise Server services will delay email message delivery to BlackBerry smartphones. For more information, see
KB04789.

10)  Content filtering is preventing the BlackBerry MDS from retrieving the XSL stylesheet

Exclude the BlackBerry Enterprise Server from content filtering or turn off content filtering on the firewall.

11)  A secure password was not specified during the BlackBerry Enterprise Server installation process

Warning: The following procedure involves modifying the computer registry. This can cause substantial damage to the Windows operating system. Document and back up the registry entries prior to implementing any changes.

Backup the registry key HKEY_CURRENT_USER\Software\Research In Motion\BlackBerry MDS Connection Service\BippePassword
Delete the registry key HKEY_CURRENT_USER\Software\Research In Motion\BlackBerry MDS Connection Service\BippePassword
Restart the BlackBerry MDS Connection Service.

Important: Restarting certain BlackBerry Enterprise Server services will delay email message delivery to BlackBerry smartphones. For more information, see KB04789.

12)  MSVCR71.dll file is not installed in the proper location on the computer

Stop all the BlackBerry Services
Copy the MSVCR71.dll file from <drive>:\Program Files\Research In Motion\BlackBerry Enterprise Server\MDSS\jre\bin to <drive>:\Program Files\Research In Motion\BlackBerry Enterprise Server\MDS\bin.
Re-run the installer for BlackBerry Enterprise Server

NOTE: If the administrator has not installed the BlackBerry MDS Integration Service, then MDSS directory will not be present on the BlackBerry Enterprise Server. If this is the case, copy the file from BlackBerry Enterprise Server installation folder.

13)  The BlackBerry smartphone is configured to use the BlackBerry Browser instead of the Internet Browser. The Internet Browser should be selected if the BlackBerry Internet Service is used

Open the Browser icon.
Display the menu and click Options.
Click Browser Configuration.
Change the Browser field setting to Internet Browser.
Display the menu and click Save Options.
Click General Properties.
Change the Default Browser field setting to Internet Browser.
Display the menu and click Save Options.
Close the Browser, re-open it, and then browse to a web site.

14)  The BlackBerry Enterprise Server is low on disk space

Make sure there is sufficient disk space on the BlackBerry Enterprise Server. Delete any files that are needed on the drive where the BlackBerry Enterprise Server is installed.

15)  The BlackBerry Mobile Data Service is pointing to an incorrect or non-existent BlackBerry Configuration Database

Verify the BlackBerry Configuration Database settings.

In Windows®, go to: Administrative Tools > Data Sources (ODBC).
On the System DSN tab, select the BlackBerry Configuration Database.
Verify that the Microsoft® SQL Server® or the Microsoft SQL Server Desktop Engine (MSDE) server is correctly specified.
Verify that the BlackBerry Configuration Database is correctly specified.
Verify that the BlackBerry Configuration Database is pointing to the correct server name. For example, if the Microsoft SQL Server name shows Localhost, you must click Change DB and point to the actual server name.

16)  The URL for the BlackBerry Browser home page is formatted incorrectly (applies only to BlackBerry 6700 Series)

From the BlackBerry Browser, go to Browser Options > Browser Configuration.
Change the uppercase letters in
HTTP://www.blackberry.com/go/mobile to lowercase letters, as shown below:
http://www.blackberry.com/go/mobile

17)  The desktop service book on the BlackBerry smartphone is invalid

For Research In Motion® (RIM®) 850, 857, 950, and 957 devices, the desktop service book is Desktop [CMIME]
For the BlackBerry® 5800, 6200, and 6700 Series and the BlackBerry® 6510 smartphone, the desktop service book is Desktop[IPPP]

Note: Deleting some service books may prevent the BlackBerry smartphone from sending or receiving messages.

Re-send the service book.

On the BlackBerry smartphone, and go to Options > Service Book.
Delete the affected desktop service book.
Log in to the BlackBerry® Internet Service web site.
From the Profile menu, click Send Service Book > OK.

 

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