BlackBerry Administration Service continually stops and restarts after an operating system hotfix is applied

Article ID: KB23927

Type: Support Content

Last Modified: 08-15-2013

 

Product(s) Affected:

  • BlackBerry Enterprise Server for Microsoft Exchange
  • BlackBerry Enterprise Server for IBM Domino
  • BlackBerry Enterprise Server for Novell GroupWise
CollapseEnvironment
  • BlackBerry Enterprise Server 5.0 to 5.0 SP4
  • Windows Server 2008 and 2008 R2
  • DT 786855
CollapseOverview

When certain Microsoft hotfixes are applied to Windows Server 2008 or Windows Server 2008 R2 before or after installation of the BlackBerry Administration Service, the following may be observed when attempting to open the BlackBerry Administration Service console:

  • The BlackBerry Administration Services start and stop immediately (as observed in the Microsoft Application Event Viewer log)

The Windows application Event logs report the following errors:

Log Name: Application
Source: Application Error
Date: 24/10/2011 15:59:36
Event ID: 1000
Task Category: (100)
Level: Error
Keywords: Classic
User: N/A
Computer: SERVER01
Description:
Faulting application name: BAS-NCC.exe, version: 1.2.3.0, time stamp: 0x3f1e456d
Faulting module name: ntdll.dll, version: 6.1.7600.16559, time stamp: 0x4ba9b29c
Exception code: 0xc0000005
Fault offset: 0x0002de24
Faulting process id: 0x1288
Faulting application start time: 0x01cc925d8099a894
Faulting application path: C:\Program Files (x86)\Research In Motion\BlackBerry Enterprise Server\BAS\External\Bin\BAS-NCC.exe
Faulting module path: C:\Windows\SysWOW64\ntdll.dll

Log Name: Application
Source: Application Error
Date: 24/10/2011 15:59:36
Event ID: 1000
Task Category: (100)
Level: Error
Keywords: Classic
User: N/A
Computer: SERVER01
Description:
Faulting application name: BAS-AS.exe, version: 1.2.3.0, time stamp: 0x3f1e456d
Faulting module name: ntdll.dll, version: 6.1.7600.16559, time stamp: 0x4ba9b29c
Exception code: 0xc0000005
Fault offset: 0x0002de24
Faulting process id: 0x12a0
Faulting application start time: 0x01cc925d80eab800
Faulting application path: C:\Program Files (x86)\Research In Motion\BlackBerry Enterprise Server\BAS\External\Bin\BAS-AS.exe

Faulting module path: C:\Windows\SysWOW64\ntdll.dll

or

Faulting application name: BAS-NCC.exe, version: 1.2.3.0, time stamp: 0x3f1e456d
Faulting module name: ntdll.dll, version: 6.1.7600.16559, time stamp: 0x4ba9b29c
Exception code: 0xc0000374

Please note that BlackBerry Enterprise Server services that handle communication to BlackBerry smartphone users are not affected.

CollapseCause

When either of the following Microsoft hotfixes or Service Pack are installed on the same server as the BlackBerry Administration Server services, the BlackBerry Administration Service Application Server (BAS-AS) and BlackBerry Administration Service Native Code Container (BAS-NCC) services stop and restart.

Note: Even if the logging level is raised, no log information is generated.

  • Hotfix for MS10-021 related to Microsoft KB979683
  • Hotfix for MS10-047 related to Microsoft KB981852
  • Hotfix for MS11-011 related to Microsoft KB2393802
  • Hotfix for MS11-068 related to Microsoft KB2556532

  • kb2809289
    kb2807986
    kb2791765

  • Windows 2008 R2 SP (for more information on how to download the Microsoft hotfixes please see KB976932, or visit the Microsoft Help and Support site Download Center).
CollapseResolution
Upgrade to BlackBerry Enterprise Server 5.0 SP3 or 5.0 SP4.
CollapseWorkaround

Select the most suitable workaround where appropriate:

Workaround 1

  • Uninstall Microsoft hotfix KB 979683.
  • Uninstall Microsoft hotfix KB 981852.
  • Uninstall Microsoft hotfix KB 2393802.
  • Uninstall Microsoft hotfix KB 2556532.
  • Uninstall Microsoft Windows 2008 R2 SP1
  • Reboot the affected BlackBerry Enterprise Server.

Workaround 2

  • Install a new BlackBerry Administration Service node on a Windows Server 2003 into the same pool as the existing non functional BlackBerry Administration Service node.
  • The affected BlackBerry Administration Server Services on the affected server can be stopped and set to manual. The BlackBerry Administration Service does not need to be uninstalled.
  • Other BlackBerry Services should remain running on the existing server, with the Microsoft patch applied, as they are not affected by this issue.

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