Administration Guide

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View the status of a job

After you assign a software configuration to user accounts or change an existing software configuration that you assigned to user accounts, the BlackBerry® Administration Service creates a job to deliver BlackBerry® Device Software, BlackBerry Java® applications, or application settings to BlackBerry devices. If you assign an IT policy to user accounts or change an existing IT policy, a job sends the IT policy changes to BlackBerry devices. You can view the status of a job to determine if it is ready to run, currently running, completed, or completed with task failures.
  1. In the BlackBerry Administration Service, on the Devices menu, expand Deployment jobs.
  2. Click Manage deployment jobs.
  3. Search for a job.
  4. In the search results, in the Status column, view the status of the job.
  5. To view more information about a job or to change a job, click the ID of the job.

View the status of a task

Each deployment job consists of multiple tasks. Each task delivers a specific object or setting to a BlackBerry® device that carries out an action, for example, updating BlackBerry® Device Software, installing or removing a BlackBerry Java® Application, or applying updated IT policy settings or application settings. You can view the status of tasks. If a BlackBerry® Enterprise Server does not complete a task, you can view error messages that help you troubleshoot the task failure.

  1. In the BlackBerry Administration Service, on the Devices menu, expand Deployment jobs.
  2. Click Manage deployment job tasks.
  3. Search for a task.
  4. In the search results, in the Status column, view the status of the task.
  5. To view more information about a task, click More.

Error messages: BlackBerry Java Application tasks

To troubleshoot errors that display for a task when you send a BlackBerry® Java® Application to a BlackBerry device, or update a BlackBerry Java Application on a BlackBerry device, you can try to determine the cause by collecting the following information:
  • BlackBerry Policy Service log files from the day the issue was reported (log level 4 recommended)
  • BlackBerry Dispatcher log files from the day the issue was reported (log level 4 recommended)
  • BlackBerry Administration Service log files from the day the issue was reported (log level 4 recommended)
  • BlackBerry device information (for example, the BlackBerry device model, BlackBerry® Device Software version, wireless service provider, IT policy assigned to the BlackBerry device, service books on the BlackBerry device, and so on)
  • event log of the BlackBerry device from the day the issue was reported
If the preceding information does not help you to address the issue, you can collect the following information:
  • BlackBerry Policy Service log files from the day the issue was reported (log level 6 recommended)
  • system event logs
  • copy of the BlackBerry Configuration Database
  • SQL trace of the BlackBerry Policy Service that communicates with the BlackBerry Configuration Database

For information about changing the log level for a BlackBerry® Enterprise Server component, visit www.blackberry.com/support to read article KB04342. For information about obtaining the event log for a BlackBerry device, visit www.blackberry.com/support to read article KB05349.

If the recommended administrative action for an error message does not resolve the issue, contact RIM Technical Support.

Sequence Processing Stopped due to error processing SEND_APC_APP command
The BlackBerry Policy Service sends application data to a BlackBerry device as a group of application modules. If the BlackBerry Policy Service does not deliver one of the application modules to the BlackBerry device, the remaining application modules are not delivered to the BlackBerry device.

You can try to resend the BlackBerry Java Application to the BlackBerry device.

SendApp failed due to error getting application data, processing stopped
An error occurred when the BlackBerry Policy Service tried to retrieve the data that it required to install the BlackBerry Java Application.

You can verify that the BlackBerry Policy Service can access the network share that you use to store the application files.

QueueModule failed, processing stopped
An error occurred when the BlackBerry Policy Service tried to process the application modules and send the application modules to the BlackBerry device.

You can verify that the BlackBerry Policy Service can access the network share that stores the application files.

Device timed out waiting for module
The BlackBerry device reported a timeout failure while waiting for the application modules.

You can resend the BlackBerry Java Application to the BlackBerry device. If the second attempt to install the BlackBerry Java Application is not successful, in the log files that you collected, locate the user account that experienced the issue. Trace the installation activity.

Device reported insufficient memory to install module
The BlackBerry device does not have enough application memory available to install the application modules.

You can instruct the user to make more application memory available on the BlackBerry device. Resend the BlackBerry Java Application.

Device reported insufficient privileges to install module
The BlackBerry device does not have the necessary permissions to install the BlackBerry Java Application.

You can verify that the BlackBerry device is configured with the necessary permissions to install a BlackBerry Java Application. Resend the BlackBerry Java Application.

Device reported invalid version in packet, supported version is %s
The BlackBerry Java Application is not compatible with the BlackBerry Device Software version that is running on the BlackBerry device.

You can verify that the BlackBerry Java Application is compatible with the BlackBerry Device Software version that is running on the BlackBerry device.

Device reported Data Format Error in packet while installing module
An error occurred in the BlackBerry Policy Service that prevented the BlackBerry device from installing the BlackBerry Java Application.

In the log files that you collected, locate the user account that experienced the issue. Trace the installation activity.

Device reported a %s error while installing module
Device reported a general failure installing the module
Device reported a security violation while installing the application
Device reported insufficient app data while installing module
Device reported insufficient body data while installing module
Device reported invalid app data length while installing module
Device reported invalid command while installing module
Device reported invalid module hash while installing module
Device reported that the module save failed
Device reported that there was an incomplete module
The BlackBerry device identified a formatting error in the application data before or during the installation process.

You can verify that the application files are formatted properly and try to send the BlackBerry Java Application to the BlackBerry device again. If your second try at the installation is not successful, in the log files that you collected, locate the user account that experienced the issue. Trace the installation activity.

Incomplete ACK data for APPD request
The BlackBerry Policy Service did not receive an acknowledgment message from a BlackBerry device that indicates that the BlackBerry Java Application was installed.

You can verify that the BlackBerry device is turned on and is located in a wireless coverage area. Resend the BlackBerry Java Application.

For the command: %s Device reported a general failure
For the command: %s Device reported non command handler for request
For the command: %s Device reported security violation
For the command: %s Device reported unable to decrypt
For the command: %s Device reported key mismatch
For the command: %s Device reported unsupported command version
For the command: %s Device reported code base error
For the command: %s Device reported a general failure installing the module
The BlackBerry device cannot execute the command to install or update the BlackBerry Java Application.

In the log files that you collected, locate the user account that experienced the issue. Trace the installation activity.

Error messages: BlackBerry Device Software tasks

To troubleshoot errors that display for a task when you are updating BlackBerry® Device Software on a BlackBerry device, you can try to determine the cause by collecting the following information:
  • BlackBerry Policy Service log files from the day the issue was reported (log level 4 recommended)
  • BlackBerry Dispatcher log files from the day the issue was reported (log level 4 recommended)
  • BlackBerry Administration Service log files from the day the issue was reported (log level 4 recommended)
  • BlackBerry device information (for example, the BlackBerry device model, BlackBerry Device Software version, wireless service provider, IT policy assigned to the BlackBerry device, service books on the BlackBerry device, and so on)
  • event log of the BlackBerry device from the day the issue was reported
  • error report from the update application; instruct users to view the details of the errors reported by the update application and to send error reports to an administrative email address that you must specify
If the preceding information does not address the issue, you can collect the following information:
  • BlackBerry Policy Service log files from the day the issue was reported (log level 6 recommended)
  • system event logs
  • copy of the BlackBerry Configuration Database
  • SQL trace of the BlackBerry Policy Service that communicates with the BlackBerry Configuration Database

For information about changing the log level for a BlackBerry® Enterprise Server component, visit www.blackberry.com/support to read article KB04342. For information about obtaining the event log for a BlackBerry device, visit www.blackberry.com/support to read article KB05349.

If the recommended administrative action for an error message does not resolve the issue, contact RIM Technical Support.

Available upgrade rejected
You can determine the reason for the error message and determine the status code that is associated with the error by viewing the event log of the BlackBerry device.

0x01 not supported by device: The BlackBerry device model or the current version of the BlackBerry Device Software on the BlackBerry device does not support the BlackBerry Device Software update.

You can verify that the BlackBerry device model and the current BlackBerry Device Software version support the BlackBerry Device Software update.

0x02 not consistent with device version or vendorid: The BlackBerry device model, the current version of the BlackBerry Device Software on the BlackBerry device, or the vendor ID that is associated with the BlackBerry device does not support the BlackBerry Device Software update.

You can verify that the BlackBerry device model, the current BlackBerry Device Software version, and the vendor ID that are associated with the BlackBerry device support the BlackBerry Device Software update.

0x03 disallowed by IT policy: An IT policy rule in an IT policy that you assigned to the user account does not permit BlackBerry Device Software updates over the wireless network.

You can verify that the IT policy rule settings in the IT policy that you assigned to the user account permits BlackBerry Device Software updates over the wireless network.

0x05 duplicate: A previous request to install the same BlackBerry Device Software version has already been sent to the BlackBerry device.

0x07 bad request: An error occured when the BlackBerry® Infrastructure processed the request to update the BlackBerry Device Software on the BlackBerry device.

You can try to send the BlackBerry Device Software update again.

0x08 insufficient storage: The BlackBerry device does not have enough memory available to update the BlackBerry Device Software.

You can manage the BlackBerry device so that it has enough memory available to update the BlackBerry Device Software (for example, remove applications from the BlackBerry device that are no longer required).

0x09 reset required: The user must reset the BlackBerry device to clear a code module condition.

You can instruct the user to reset the BlackBerry device and you can send the BlackBerry Device Software update again.

0X10 service book flag disabled: A service book on the BlackBerry device does not permit you to send BlackBerry Device Software updates over the wireless network.

You can verify that the service books on the BlackBerry device permit BlackBerry Device Software updates over the wireless network.

Available upgrade deferred by user

0x01 prior upgrade in progress: The BlackBerry Device Software update did not complete because a previous BlackBerry Device Software update was in progress.

If the previous BlackBerry Device Software update did not install the correct BlackBerry Device Software version, you can wait until the update completes and then you can send the BlackBerry Device Software update again.

Upgrade prompt deferred

0x02 reset required: The user must reset the BlackBerry device to clear a code module condition.

You can instruct the user to reset the BlackBerry device. The update application tries to perform the update for up to 72 hours. After 72 hours, the update application performs the update and the user no longer has the option to defer the update.

Upgrade rejected

An error or inconsistency exists in the BlackBerry Device Software files that are available from the BlackBerry Infrastructure.

Upgrade failed, rollback complete

After the update application downloaded and applied the current BlackBerry Device Software patch files to the BlackBerry device, an error occurred when the update application tried to restart the BlackBerry device. As a result, the update application reapplied the previous BlackBerry Device Software files to the BlackBerry device and cancelled the BlackBerry Device Software update.

Available upgrade deleted by administrator

When a BlackBerry Device Software update request either completes or does not complete, this status message displays when the BlackBerry Infrastructure deletes the update request.

Mandatory upgrade failed

After the update application downloaded and applied the current BlackBerry Device Software files to the BlackBerry device, an error occured when the update application tried to restart the BlackBerry device. As a result, the update application reapplied the previous BlackBerry Device Software files to the BlackBerry device, and cancelled the update.

BlackBerry Administration Service error

An error occurred when the BlackBerry Administration Service processed the request to update the BlackBerry Device Software on a BlackBerry device.

Error messages: Standard application settings tasks

To troubleshoot errors that display for a task when you change the standard application settings on a BlackBerry® device, you can try to determine the cause by collecting the following information:
  • BlackBerry Synchronization Service log files from the day the issue was reported (log level 4 recommended)
  • BlackBerry Dispatcher log files from the day the issue was reported (log level 4 recommended)
  • BlackBerry Administration Service log files from the day the issue was reported (log level 4 recommended)
  • BlackBerry device information (for example, the BlackBerry device model, BlackBerry® Device Software version, wireless service provider, IT policy assigned to the BlackBerry device, service books on the BlackBerry device, and so on)
  • event log of the BlackBerry device from the day the issue was reported
If the preceding information does not address the issue, you can collect the following information:
  • BlackBerry Synchronization Service log files from the day the issue was reported (log level 6 recommended)
  • system event logs
  • copy of the BlackBerry Configuration Database
  • SQL trace of the BlackBerry Synchronization Service that communicates with the BlackBerry Configuration Database

For information about changing the log level for a BlackBerry® Enterprise Server component, visit www.blackberry.com/support to read article KB04342. For information about obtaining the event log of a BlackBerry device, visit www.blackberry.com/support to read article KB05349.

If the recommended administrative action for an error message does not resolve the issue, contact RIM Technical Support.

Restore failed -- error getting value
The BlackBerry Synchronization Service cannot read the value of the standard application settings because the BlackBerry Configuration Database is unavailable.

Verify that the BlackBerry Synchronization Service can access the BlackBerry Configuration Database. If necessary, restart the BlackBerry Configuration Database.

Failed to set properties for item
The BlackBerry Synchronization Service cannot specify the value of the standard application settings because the BlackBerry Configuration Database is unavailable.

Verify that the BlackBerry Synchronization Service can access the BlackBerry Configuration Database. If necessary, restart the BlackBerry Configuration Database.

Failed to backup data to database
The BlackBerry Synchronization Service cannot apply the value of the standard application settings because the BlackBerry Configuration Database is unavailable.

Verify that the BlackBerry Synchronization Service can access the BlackBerry Configuration Database. If necessary, restart the BlackBerry Configuration Database.

Failed to delete item
The BlackBerry Synchronization Service cannot delete the value of the standard application settings because the BlackBerry Configuration Database is unavailable.

Verify that the BlackBerry Synchronization Service can access the BlackBerry Configuration Database. If necessary, restart the BlackBerry Configuration Database.

Failed to create an instance of the XML DOM document
The BlackBerry Synchronization Service cannot create XML data for the standard application settings.
Failed to load XML document
The BlackBerry Synchronization Service cannot load XML data for the standard application settings.
Invalid GUID
The BlackBerry Synchronization Service received an invalid globally unique identifier from the BlackBerry device.
Invalid/unknown command
The BlackBerry Synchronization Service received an invalid command from the BlackBerry device.

Error messages: IT policy tasks

To troubleshoot errors that display for a task when you send an IT policy to a BlackBerry® device or update an IT policy on a BlackBerry device, you can try to determine the cause by collecting the following information:
  • BlackBerry Policy Service log files from the day the issue was reported (log level 4 recommended)
  • BlackBerry Dispatcher log files from the day the issue was reported (log level 4 recommended)
  • BlackBerry Administration Service log files from the day the issue was reported (log level 4 recommended)
  • BlackBerry device information (for example, the BlackBerry device model, BlackBerry® Device Software version, wireless service provider, IT policy assigned to the BlackBerry device, service books on the BlackBerry device, and so on)
  • event log of the BlackBerry device from the day the issue was reported
If the preceding information does not help you to address the issue, you can collect the following information:
  • BlackBerry Policy Service log files from the day the issue was reported (log level 6 recommended)
  • system event logs
  • copy of the BlackBerry Configuration Database
  • SQL trace of the BlackBerry Policy Service that communicates with the BlackBerry Configuration Database

For information about changing the log level for a BlackBerry® Enterprise Server component, visit www.blackberry.com/support to read article KB04342. For information about obtaining the event log for a BlackBerry device, visit www.blackberry.com/support to read article KB05349.

If the recommended administrative action for an error message does not resolve the issue, contact Research In Motion Technical Support.

Reject Security Violation
Reject Authentication Failed
Data might not have been permanently deleted from the BlackBerry device before you assigned the BlackBerry device to a new user account and activated the BlackBerry device again.

You can permanently delete the data on the BlackBerry device and activate the BlackBerry device again.

Invalid password
Set Password Failed
You sent the Specify new device password and lock device IT administration command to a BlackBerry device and the password might not have satisfied the password criteria that the BlackBerry device user configured on the BlackBerry device.

You can resend the Specify new device password and lock device IT administration command to the BlackBerry device and specify a password that satisfies the password criteria that you configured using IT policy rules.

Sequence Processing Stopped due to error processing SET_IT_POLICY_COMMAND command
The BlackBerry Policy Service can send the IT policy data to a BlackBerry device in a group of commands. If the IT policy command is not delivered to the BlackBerry device, the remaining commands in the group are not delivered to the BlackBerry device.

You can try to resend the IT policy to the BlackBerry device. You can also try to resend the service books to the BlackBerry device.


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