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Change how the BlackBerry Controller restarts the BlackBerry Messaging Agent

To create a user.dmp file, or to use a user.dmp file as a data collection option, you must download and install the User Mode Process Dump application that is included in the Microsoft® OEM Support Tools.
  1. On the computer that hosts the BlackBerry® Enterprise Server, open the Registry Editor.
  2. Perform one of the following actions:
    • If you are running a 32-bit version of Windows®, navigate to HKEY_LOCAL_MACHINE\Software\Research In Motion\BlackBerry Enterprise Server.
    • If you are running a 64-bit version of Windows, navigate to HKEY_LOCAL_MACHINE\Software\WOW6432Node\Research In Motion\BlackBerry Enterprise Server.
  3. Click Controller.
  4. Perform any of the following tasks:
    Task Steps

    Change the maximum number of times that the BlackBerry Messaging Agent restarts daily.
    1. Create a DWORD value that is named MaxAgentRestartsPerDay.
    2. Double-click the new DWORD value.
    3. In the Value data field, type a value.

      The default maximum number of restarts that can occur daily is 10.

    Change the maximum number of missed health checks that can occur before the BlackBerry Messaging Agent restarts.
    1. Create a DWORD value that is named WaitToRestartAgentOnHung.
    2. Double-click the new DWORD value.
    3. In the Value data field, type a value that is greater than 4. This provides the BlackBerry Controller sufficient time to monitor thread health checks before it restarts the BlackBerry Messaging Agent.

      The default value is 6.

    Health checks occur every 10 minutes. If the health check does not receive a response from the thread that is being monitored, the BlackBerry Enterprise Server tracks the missed health check in the BlackBerry Messaging Agent log file as the Wait Count.

    Example:

    [20148] (05/12 12:21:00):{0xC28} Thread:  *** No Response ***  Thread Id=0xB00, Handle=0x558, WaitCount=2

    Prevent the BlackBerry Controller from restarting the BlackBerry Messaging Agent when a nonresponsive thread occurs.
    1. Create a DWORD value that is named WaitToRestartAgentOnHung.
    2. Double-click the new DWORD value.
    3. In the Value data field, type 0.

      The default value is 6.

    Prevent the BlackBerry Controller from restarting the BlackBerry Messaging Agent for a specified time range if it detects a nonresponsive thread.
    1. Create a DWORD value that is named RestartAgentOnHungBlackoutFrom.
    2. In the Properties for the new DWORD value, in the Base section, select the Decimal option.
    3. Double-click the new DWORD value.
    4. In the Value data field, type the lower boundary of the time range.

      The values range from 0 to 23, where 0 is 12:00 AM and 23 is 11:00 PM.

    5. Create a DWORD value that is named RestartAgentOnHungBlackoutTo.
    6. In the Properties for the new DWORD value, in the Base section, select the Decimal option.
    7. Double-click the new DWORD value.
    8. In the Value data field, type the upper boundary of the time range.

    For example, if the RestartAgentOnHungBlackoutFrom value is set to 8 and the RestartAgentOnHungBlackoutTo value is set to 17, the BlackBerry Controller does not restart the BlackBerry Messaging Agent between 8:00 AM and 5:00 PM if it detects a nonresponsive thread.

    To turn off the time range, change the RestartAgentOnHungBlackoutFrom and RestartAgentOnHungBlackoutTo value fields to 0.

    Change the maximum number of user.dmp files that are created daily for each BlackBerry Enterprise Server before the BlackBerry Controller restarts the BlackBerry Messaging Agent.
    1. Create a DWORD value that is named MaxUserDumpPerDay.
    2. Double-click the new DWORD value.
    3. In the Value data field, type a value.

      The default value is 3.

    Change the number of 10-minute intervals that the BlackBerry Controller waits for a successful health check before it restarts the BlackBerry Messaging Agent.
    1. Create a DWORD value that is named MissedHeartbeatThreshold.
    2. Double-click the new DWORD value.
    3. In the Value data field, type a value.

      The default value is 2.

    If you set the MissedHeartbeatThreshold value to 3, the BlackBerry Controller waits for 30 minutes before it restarts the BlackBerry Messaging Agent.

    Prevent the BlackBerry Messaging Agent from restarting if the BlackBerry Controller does not receive health checks from it.
    1. Create a DWORD value that is named MissedHeartbeatThreshold.
    2. Double-click the new DWORD value.
    3. In the Value data field, type 0.
  5. Click OK.
Parent topic: Changing how the BlackBerry Controller monitors the BlackBerry Enterprise Server components and restarts services

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