"The application has encountered a system error. Please report this error to the System Administrator" appears when accessing the BlackBerry Administration Service login screen

Article ID: KB19920

Type: Support Content

Last Modified: 12-14-2011

 

Product(s) Affected:

  • BlackBerry Enterprise Server for Microsoft Exchange
  • BlackBerry Enterprise Server for IBM Domino
CollapseEnvironment
  • BlackBerry® Enterprise Server 5.0 to 5.0 SP2 for IBM® Lotus® Domino®
  • BlackBerry® Enterprise Server 5.0 to 5.0 SP3 for Microsoft® Exchange
CollapseOverview

When the log in screen for the BlackBerry® Administration Service is accessed, the page renders, but the following error message appears instead of the log in screen:

The application has encountered a system error. Please report this error to the administrator.

In the BlackBerry Administration Service Application Server (BAS-AS) logs, the following lines will be present:

(10/21 14:20:29:356):{main} [org.jboss.ha.framework.interfaces.HAPartition.RIM_BES_BAS_HA_2087046_XXXXX] [INFO] Number of cluster members: 1
(10/21 14:20:29:356):{main} [org.jboss.ha.framework.interfaces.HAPartition.RIM_BES_BAS_HA_2087046_XXXXX] [INFO] Other members: 0
(10/21 14:20:29:356):{main} [org.jboss.ha.framework.interfaces.HAPartition.RIM_BES_BAS_HA_2087046_XXXXX] [INFO] Fetching state (will wait for 30000 milliseconds):
(10/21 14:20:29:356):{main} [org.jboss.ha.framework.interfaces.HAPartition.RIM_BES_BAS_HA_2087046_XXXXX] [INFO] State could not be retrieved

The preceding lines identify that this is the only BlackBerry Administration Service instance that is operating in the environment.

(10/21 14:21:33:170):{main} [com.rim.bes.bas.singletondeploymentbarrier.SingletonDeploymentBarrierNotificationService] [INFO] [BBAS-1011] {unknown} start CLUSTER: singleton deployment barrier is not deploying

This line indicates that the BlackBerry Administration Service instance was unable to promote itself to singleton status.

CollapseCause

Another BlackBerry Administration Service instance that is accessing the BlackBerry Configuration Database already claimed singleton status. Communication between the BlackBerry Administration Service instances is not functioning, resulting in the instances not being aware of each other, and both trying to start in singleton mode. Only one BlackBerry Administration Service instance is able to claim this status at any given time, so the service that starts second fails to initialize properly.  An Attempt to access the BlackBerry Administration Service through the server hosting this instance generates the above errors.

CollapseResolution

Address the communication issues that are preventing the BlackBerry Administration Service instances from communicating with each other. If BlackBerry Administration Service instances are installed in different network segments, Transmission Control Protocol (TCP) communication must be enabled.

For information about how to change this configuration, please refer to KB19436 for BlackBerry® Enterprise Server 5.0, KB19654 for BlackBerry Enterprise Server 5.0 SP1, and KB17089 for BlackBerry Enterprise Server 5.0 SP2 to 5.0 SP3.

CollapseWorkaround

If the communication issue cannot be resolved, or a temporary workaround is needed until it is resolved, the BlackBerry Administration Service can be run on just one server.

Choose the BlackBerry Administration Service instance that will be used to administer the server, and do the following on the server that won't be accessed:

  1. Set the BlackBerry Administration Service Application Server and BlackBerry Administration Service Native Code Container services to manual and make sure that they are stopped.
  2. Ensure that Domain Name System (DNS) in your environment is configured to only resolve the chosen server, or access the BlackBerry Administration Service using the computer name of the chosen server instead of the pool name.
  3. Restart the two BlackBerry Administration Service services on the chosen server.

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