How to remove a duplicate or incorrect version of the BlackBerry Mobile Voice System client from the BlackBerry smartphone

Article ID: KB18596

Type: Support Content

Last Modified: 12-15-2011

 

Product(s) Affected:

  • BlackBerry Mobile Voice System
CollapseEnvironment
  • BlackBerry® Mobile Voice System 5.1
  • BlackBerry® Mobile Voice System 5.0
  • BlackBerry® Mobile Voice System 4.6.1 for Cisco® Unified Communications Manager Version 6.1 or Later
CollapseOverview

The BlackBerry® Mobile Voice System (MVS) Client cannot make or receive calls on the BlackBerry® smartphone.

CollapseCause

A duplicate or incorrect version of the BlackBerry Mobile Voice System (MVS) client is installed.

The issue can be caused by, but not exclusively, a BlackBerry user upgrading the smartphone from BlackBerry OS 5.0 to OS 6.0. The Desktop Manager software will backup and restore installed applications on a users device during the upgrade, unless disabled. This causes the older MVS client software to be restored on the newer device software, which is incompatible.

BlackBerry MVS users who previously used MVS on a OS 5.0 software equipped BlackBerry, who then upgraded to Blackberry OS 6.0, may have the older MVS client software still installed. See the resolution steps below to verify and correct the issue.

CollapseResolution

To remove a duplicate or incorrect version of the BlackBerry MVS Client from the BlackBerry smartphone, complete the following steps:

  1. Navigate to the application list on the Blackberry.
    1. For BlackBerry 5.0, from the Home screen click Options > Advanced Options > Applications.
    2. For BlackBerry 6.0, from the Home screen click OptionsDevice > Application Management.
  2. From the Applications list, type mvs. This displays all of the applications with the word MVS in them.

    Note: The BlackBerry MVS Client is shown as MVS_Client X.X.X.XX (where xx relates to the BlackBerry MVS Client bundle) in the application list.

  3. If two of the same BlackBerry MVS Client applications are listed with different bundle numbers, the BlackBerry MVS Client with the lower numbered bundle should be deleted. If an incorrect version of the BlackBerry MVS Client appears in the application list on the BlackBerry smartphone, it should be deleted.
  4. To delete the BlackBerry MVS Client from the BlackBerry smartphone, highlight the BlackBerry MVS Client application that should be removed, press the Menu key, select Delete, confirm deletion (if prompted), and restart the BlackBerry smartphone if prompted.
  5. After the BlackBerry smartphone has restarted, confirm that the deleted BlackBerry MVS Client application no longer appears in the BlackBerry smartphone application list.
  6. Verify that the BlackBerry MVS service book is listed on the BlackBerry smartphone and pertains to the correct BlackBerry MVS version.
    1. For BlackBerry 5.0, from the Home screen click Options > Advanced Options > Service Book > Desktop [BBSIP] and view the Description field.
    2. For BlacKberry 6.0, from the Home screen click Options > Device > Advanced System Settings > Service Book > Desktop [BBSIP] and view the Description field.
  7. Verify that the correct BlackBerry MVS modules are listed on the BlackBerry smartphone.
    1. For BlackBerry 5.0, from the Home screen click Options > Advanced Options > Applications, press the Menu key, click Modules.
    2. For BlackBerry 6.0, from the Home screen click OptionsDevice > Application Management, press the Menu key, click Modules.
  8. Type mvs and confirm that only one net_rim_phone_mvs_xxx (where xxx relates to the BlackBerry® Device Software version) module appears and the version number corresponds with the installed BlackBerry MVS Client.
  9. Type rtp and confirm that only one net_rim_rtp_native_bridge_xxx (where xxx relates to the BlackBerry Device Software version) module displays and the version number corresponds with the installed BlackBerry MVS Client.
  10. Type sma and confirm that only one net_rim_sma_xxx (where xxx relates to the BlackBerry Device Software version) module displays and the version number corresponds with the installed BlackBerry MVS Client.

Note: If more than one instance of any of the modules is listed, highlight the one that should be deleted, press the Menu key, and select Delete.

CollapseAdditional Information

The BlackBerry smartphone might require a restart after the BlackBerry MVS Client has been removed. Reset the BlackBerry smartphone if prompted to do so.

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