Unable to send and receive messages following a High Availability failover

Article ID: KB29377

Type: Support Content

Last Modified: 03-21-2012

 

Product(s) Affected:

  • BlackBerry Enterprise Server Express for IBM Lotus Domino
CollapseEnvironment
  • BlackBerry® Enterprise Server 5.0 SP2 and SP3 for IBM® Lotus® Domino®
  • DT 2101195
CollapseOverview
A user may be unable to send and receive email after the BlackBerry Enterprise Server services have failed over to the High Availability (HA) pair.
CollapseCause

The user has been moved to another Domino Mail Server prior to the HA failover.

When a Lotus Notes user that is BlackBerry enabled is moved to a different Domino mail server, BlackBerry Enterprise Server successfully updates all the references to the mail server with the new mail server names (userconfig table, SyncConfig* Tables, Notes Profile doc). This occurs periodically about every 60/90 minutes, during the "reload user config" of the Message agent.

The Messaging agent on the Primary/Active BlackBerry Enterprise Server updates the references to the mail server and re-initializes the user; there is no issue on the active BlackBerry Enterprise Server at this point and the BlackBerry user can still send and receive messages.

On the Standby server, the Messaging Agent never updates the user's object and does not re-initialize the user; BlackBerry Enterprise Server on the standby server still points to the old Mail Server, even several days following the Notes migration.

This causes problems when the Standby server is promoted to Primary, as the user is not able to send and receive message because the user's object is still pointing to the old server.

No errors would appear in the BlackBerry Enterprise Server log following the BlackBerry Enterprise Server failover; however, the nBES would still be polling the old mail server CN=OldServer/OU=OU/O=Org:
[40000] (09/11 05:30:21.580):{0x1DDC} {Name Surname/OU/O} CN=OldServer/OU=OU/O=Org!!Mail\nsurname.nsf, ModifiedByName detected change
[40000] (09/11 05:30:21.627):{0x1DDC} {Name Surname/OU/O} Unread Mark Caching is enabled for this user
[40000] (09/11 05:30:22.252):{0x1DDC} {Name Surname/OU/O} ReadOOO: returning true.
[40039] (09/11 05:30:22.487):{0x1DDC} {Name Surname/OU/O} CN=OldServer/OU=OU/O=Ord!!Mail\nsurname.nsf, fetching modified documents since 11/09/2011 05:22:50 (1 total, including NIDs: 0x8589E)

CollapseResolution
This is a previously reported issue that has been escalated internally to our development team. No resolution time frame is currently available.
CollapseWorkaround
Restart the BlackBerry Enterprise Server services on the newly promoted HA server.

Important: Restarting the BlackBerry Enterprise Server delays email message delivery to BlackBerry smartphones. For more information, see
KB04789 .

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