The BlackBerry Controller Service and performing automated Memory Dumps on Windows 2008 Server

Article ID: KB18687

Type: Support Content

Last Modified: 02-24-2012

 

Product(s) Affected:

  • BlackBerry Enterprise Server for Novell GroupWise
  • BlackBerry Enterprise Server for Microsoft Exchange
  • BlackBerry Enterprise Server for IBM Domino
CollapseEnvironment
  • BlackBerry® Enterprise Server 5.0
  • Windows®
  • Windows Server® 2008, 32-bit Standard Edition, Enterprise Edition, and Data Center editions
  • Windows Server 2008, 64-bit Standard Edition, Enterprise Edition, and Data Center editions
  • SDR354848
CollapseOverview

The BlackBerry® Controller Service uses the Microsoft® Utility Userdump in order to automate the gathering of memory dumps from the BlackBerry Agent process if there is an issue with Non Responsive threads in the process. This is to assist in the troubleshooting of issues that involve the Agent process going into what is commonly referred to as a hung state.

For a BlackBerry® Enterprise Server installed on any version of Windows® 2008 Server this automated feature will no longer function.

CollapseCause

The utility that is used by the BlackBerry Enterprise Server to automate these Memory Dumps, known as userdump, is not support by Microsoft for install on Windows Server 2008. If were to attempt to install the utility you would get an error much like this one:

This User Mode Process Dumper driver does not support this OS version

CollapseResolution


User Mode Process Dumper is not available to be used on Windows Server 2008. It is possible to use Adplus.vbs is to take crash/hang dumps. Additionally Task Manager is a able to create hang dumps by right clicking on the process and requesting to generate a dump. However, it does not provide all of the information a full memory dump through Adplus can provide.

To configure the BlackBerry Controller to use ADPlus to automatically procure dump files please see, KB28744.


CollapseWorkaround
Manually produce dump files using ADPlus. For instructions on how to create a user-mode process dump file in Windows Server 2008, visit the Microsoft Help and Support site and search for KB949180.

Disclaimer

By downloading, accessing or otherwise using the Knowledge Base documents you agree:

   (a) that the terms of use for the documents found at www.blackberry.com/legal/knowledgebase apply to your use or reference to these documents; and

   (b) not to copy, distribute, disclose or reproduce, in full or in part any of the documents without the express written consent of RIM.


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