BlackBerry Synchronization Service crashes when a BlackBerry smartphone user is "starting up..." on a BlackBerry Enterprise Server

Article ID: KB21499

Type: Support Content

Last Modified: 12-15-2011

 

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 SP1
  • DT 506252
CollapseOverview

The BlackBerry® Synchronization Service crashes while a BlackBerry smartphone user is starting up... on a BlackBerry® Enterprise Server. The BlackBerry smartphone user that causes the crash is the last BlackBerry smartphone user to be started on a given thread. The following information is displayed in the BlackBerry Synchronization Service logs:

[36007] (01/11 23:45:00.761):{0x1F7C} [SYNC-UserControl] User (Display Name.:xxxx, OTAPIMState=1) starting up...
[10000] (01/11 23:45:00.839):{0x1F7C} DefaultHandler - exception caught thread Id=0x1F7C
[10000] (01/11 23:45:00.839):{0x1F7C} DefaultHandler - Killing program
[30000] (01/11 23:45:00.839):{0x1F7C} Exception code: C0000005 ACCESS_VIOLATION
[30000] (01/11 23:45:00.839):{0x1F7C} Fault address: 00452481
[30000] (01/11 23:45:00.839):{0x1F7C} Registers: EAX=0604E1B4 EBX=00000000 ECX=00000000 EDX=06066B2C
[30000] (01/11 23:45:00.839):{0x1F7C} ESI=00000000 EDI=031FB990 EBP=058DF7E0 ESP=058DF700 EIP=00452481 FLG=00000202
[30000] (01/11 23:45:00.839):{0x1F7C} CS=001B DS=0023 SS=0023 ES=0023 FS=003B GS=0000
[30000] (01/11 23:45:00.839):{0x1F7C} ------------------Begin Stack Trace------------------
[30000] (01/11 23:45:00.980):{0x1F7C} Loaded C:\WINDOWS\system32\DbgHelp.dll
[30000] (01/11 23:45:00.980):{0x1F7C} Stack Frame Context: ESP=058DF700 EBP=058DF7E0
[30000] (01/11 23:45:00.980):{0x1F7C} Memory dump 058DF700, length 1024

CollapseResolution
This issue is resolved in BlackBerry Enterprise Server 5.0 SP2. 
CollapseWorkaround
  1. Disable wireless backup for the Blackberry smartphone user.
  2. Remove and add the last BlackBerry smartphone user listed before the C0000005 ACCESS_VIOLATION or move the BlackBerry smartphone user to a new BlackBerry Enterprise Server.

Note: If the issue still occurs after removing or moving the BlackBerry smartphone user, contact BlackBerry® Technical Support Services for more information.

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