Unable to connect to BlackBerry MDS Services or the BlackBerry MDS Integration Service using HTTPS

Article ID: KB05539

Type: Support Content

Last Modified: 04-10-2012

 

Product(s) Affected:

  • BlackBerry Enterprise Server 5
CollapseEnvironment
  • BlackBerry® Enterprise Server 4.1 SP2 to SP7
  • SDR100044
CollapseOverview

BlackBerry Manager is unable to connect to the BlackBerry® Mobile Data System (BlackBerry MDS) Services using Hypertext Transfer Protocol over Secure Sockets Layer (HTTPS).

The BlackBerry Manager (MNGR) log file displays the following:

[20000] (09/18 14:42:40.678):{0x1EE8} CMDSAGView: Bad hResult, -2147467261 - Object reference not set to an instance of an object., from AG web service call MDSAGAdminMgmt(testWsAccess - getServerStatus. Asking user to get SSL certificate.)

[30000] (09/18 14:42:44.100):{0x2758} Bad hResult 0x80004003, at mdsagview.cpp line 376, from AG call CMDSAGView::PrepareData - getServerStatus, source - MDSAGAdminMgmt, error - Object reference not set to an instance of an object.

[40000] (09/18 14:42:46.350):{0x1A38} [rimdevicemanagementimpl::ThreadProc] Destroying RIMDeviceMonitor

Please see the below checklist if this error occurs.

1)  Confirm the default.jks key store contains the FQDN of the BlackBerry MDS Services for the Apache Tomcat alias

Note: For BlackBerry Enterprise Server 4.1 SP3 and later, server.key replaces the default.jks key store.

The server.key key store is located in the following directory:

  • <installation directory>:\Program Files\Research In Motion\BlackBerry Enterprise Server\MDSS\config\security\
  • Browse to the following directory from a command prompt:
    <installation directory>:\Program Files\Research In Motion\BlackBerry Enterprise Server\MDSS\bin
  • Type the following command (do not include quotation marks or parentheses):
    >jks-generate.bat <KEYSTORE_PASSWORD> <FQDN>

where <KEYSTORE_PASSWORD> is the keystore password, which by default is changeme, and <FQDN> is the FQDN of the BlackBerry Enterprise Server BlackBerry MDS Services host, e.g., blackberry.testnet.com

  • If BlackBerry Manager is open, close it.
  • In Windows® Internet Explorer®, select Tools > Internet Options.
  • On the Content tab, select Certificates.
  • Click Trusted Root Certification Authorities. Look for any certificates that resemble the computer name or FQDN of the BlackBerry Enterprise Server, or that reference MDS Services.
  • Remove those certificates.
  • Restart the BlackBerry MDS Services Apache Tomcat service.


2)  If a proxy is used, confirm that the proxy server is allowing access to both FQDN and NetBIOS via http://<FQDN>:7443/mdss and http://<NETBIOS>:7443/mdss .

For example, you should be able to connect using http://computer_name.domain.com:7443/mdss and http://computer_name:7443/mdss

Note: The BlackBerry Enterprise Server uses Windows Internet Explorer components to access the MDSS page. A proxy server could be blocking access to the site.  If a proxy server is required, correct the proxy configuration to let Windows Internet Explorer connect back to itself.

To disable the proxy server settings from Windows Internet Explorer, perform the following steps:

  • Click on Tools > Internet Options
  • Select the Connections tab and click LAN Settings.
  • Clear the options in the LAN Settings section.

3)  If the computer hosting BlackBerry Enterprise Server has multiple hard disks, the BlackBerry Enterprise Server software may not be installed on the default hard disk, but the setup program installed a JKS file used by the BlackBerry MDS Services to accept SSL certificates, in the default drive.

To confirm that the default.jks is in the correct location, perform the following actions

  • Search for the default.jks (server.key) file in the default disk (for example, C:\) of the computer hosting the BlackBerry Enterprise Server.
  • Copy and paste the file into the following directory:
    <hard_disk>:\<installation_directory>\BlackBerry Enterprise Server\MDSS\config\security
CollapseAdditional Information

If the certificate does not import using BlackBerry Manager, import it using Windows Internet Explorer. To do this, open Windows Internet Explorer and type https://computer_name.domain.com:7443/mds. A prompt should appear for the BlackBerry MDS Services administration account user name and password. Type the account name and password as specified during the BlackBerry MDS Services installation. The user name and password can also be located in the BlackBerry Configuration Database.

Note: The BlackBerry MDS Services is only available using the HTTPS link in BlackBerry Manager once successfully connected to the BlackBerry MDS Services using the HTTPS link in Windows Internet Explorer without being prompted to install a certificate.

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