Blackberry Internet Service (BIS) devices no longer receive email after upgrade to Exchange Server 2007 Service Pack 2

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Symptoms

After upgrading Exchange Server 2007 to Service Pack 2, Blackberry Internet Service (BIS) devices cannot receive email.  These devices can send and synchronize Calendar, Contacts, Tasks and other personal information management (PIM) items, but cannot receive emails.   No errors occur in Exchange Server for the Exchange Web Services or the Blackberry environment.

However, upon examination, you find the following:

  1. The W3SVC log for IIS displays an HTTP/500 on the GetItem SOAP call to the path /EWS/Exchange.asmx
  2. Performance Counters are corrupted

To verify the Performance Counters, examine the data in the Counter value, found in the registry key:

HKEY_LOCAL_MACHINE\Software\Microsoft\Windows NT\Current Version\Perflib\009

When viewing the Counter value in Regedit, in the Explorer view, the text in the Data column of a normal entry should appears as follows:

1 1847 2 System 4 Memory 6 % Processor Time...

When corrupted, you will typically see a large amount of white space on the line and in an export of the key.  The value may even be blank.

Cause

Microsoft Exchange Server 2007 Service Pack 2 introduces a dependency that requires reading the value of a performance counter.  If the performance counters are corrupted, this dependency will cause a GetItem call made to Exchange Web Services to fail.

Resolution

Rebuild the Windows Performance Counter Library values on the Client Access Server(s).

WARNING:  When rebuilding the Windows Performance Library values you may wipe the Exchange Server 2007 counters and these need to be rebuilt as well.  If any third party software is installed on the server, and that software uses its own performance counters, you may need to contact the software vendor for assistance in rebuilding the counters.

Use the following steps to resolve the issue for Windows Server 2003 and Windows 2008 (Windows 2008 R2 is not included):

  1. Launch the Windows Command Prompt (cmd), ensure that you run the Command Prompt as the Administrator.  For example, click Start, click All Programs, click Accessories, right click Command Prompt and click Run As Administrator.
  2. Change Directory to <root drive>\Windows\System32, the root drive is typically C:.  Run the following command
         lodctr /R
    This will restore the base or core counters
  3. Check the registry value under HKLM/Software/Microsoft/WindowsNT/CurrentVersion/Perflib/009 and ensure that the value Counter is no longer corrupted.
  4. In the Command Prompt window, run the following command:
         wmiadap /f  
    This will force the reload of all counters in to the WMI repository.
  5. Open Performance Monitor (perfmon.exe) and click the green + to Add, this will open Add Counters. Verify that the MSExchange counters exist and have Instances populated.
  6. Restart the Microsoft Exchange Server computer.
    NOTE: This step is required.

More Information

How to manually rebuild Performance Counter Library values (Win2k3)
http://support.microsoft.com/kb/300956

How to fix/repair broken Exchange 2007 counters
http://blogs.technet.com/b/mikelag/archive/2009/10/21/how-to-fix-repair-broken-exchange-2007-counters.aspx

BIS
Blackberry Internet Service is a low-cost alternative to owning a Blackberry Enterprise Server.  The internet-based email service operates through the device's mobile carrier, and allows an individual to connect his or her Blackberry device to an Exchange Server and synchronize email.

Note This is a "FAST PUBLISH" article created directly from within the Microsoft support organization. The information contained herein is provided as-is in response to emerging issues. As a result of the speed in making it available, the materials may include typographical errors and may be revised at any time without notice. See Terms of Use for other considerations.

Properties

Article ID: 2264110 - Last Review: July 6, 2010 - Revision: 2.0
APPLIES TO
  • Microsoft Exchange Server 2007 Service Pack 2
Keywords: 
KB2264110

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