"App Error 602" appears on the BlackBerry smartphone running BlackBerry 7

Article ID: KB29237

Type: Support Content

Last Modified: 06-24-2013

 

Product(s) Affected:

  • BlackBerry Bold 9930
  • BlackBerry Bold 9900
  • BlackBerry Bold 9790
  • BlackBerry Curve 9380
  • BlackBerry Curve 9370
  • BlackBerry Curve 9360
  • BlackBerry Curve 9350
  • BlackBerry Curve 9310
  • BlackBerry Torch 9860
  • BlackBerry Torch 9850
  • BlackBerry Torch 9810
  • Porsche Design P’9981 smartphone from BlackBerry
CollapseEnvironment
  • BlackBerry 7
  • DT 2086208
CollapseOverview

App Error 602 appears on the BlackBerry smartphone.

CollapseCause
A Java process has terminated and the BlackBerry smartphone cannot continue to operate in a normal manner.
CollapseResolution

For BlackBerry Device Software 7.1

Further investigation is required. To help further diagnose the cause, contact the wireless service provider through which the BlackBerry smartphone was purchased or BlackBerry Technical Support Services for further review and support.

In order to best investigate this behaviour, collect the following information:

  • The BlackBerry Device Model number (for example, 9900) and the BlackBerry Device Software (for example, 7.1 Bundle 1234 (v7.1.0.321, 5.1.0.123) ); both of which can be located by going to Options, typing About, and selecting About Device Versions.
  • What activity was the BlackBerry smartphone engaged in when the error message was first noticed?
  • A Support Log, which can be generated using the BlackBerry Desktop Software by following the steps in KB27739.
  • A File System Dump, which can be generated using the BlackBerry Desktop Software, following the steps contained in KB27739.
  • Remove the battery from the BlackBerry smartphone and reinsert it, allowing the BlackBerry Device Software to start up. If the error message displays again during the start up procedure, generate another Support Log.

For BlackBerry Device Software 7.0

Ensure that the BlackBerry smartphone is running the latest version of BlackBerry Device Software. For more information on this procedure, see KB16068.

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For BlackBerry Device Software 7.1

If unable to contact the wireless service provider through which the BlackBerry smartphone was purchased or BlackBerry Technical Support Services for further review and support, ensure the BlackBerry smartphone is running the most current version of BlackBerry Device Software. For more information on updating the BlackBerry Device Software, see KB16068. If unable to contact the wireless service provider or BlackBerry Technical Support Services for further review, and the smartphone is already running the latest version of BlackBerry Device Software, either perform a hard reset by removing the battery from the BlackBerry smartphone and reinserting it, or perform a reload the BlackBerry Device Software. For more information on how to hard reset the BlackBerry smartphone, see KB02141. For more information on reloading the BlackBerry Device Software, see KB10144.

For BlackBerry Device Software 7.0

Either perform a hard reset by removing the battery from the BlackBerry smartphone and reinserting it, or perform a reload of the BlackBerry Device Software. For more information on how to hard reset the BlackBerry smartphone, see KB02141. For more information on reloading the BlackBerry Device Software, see KB10144.

CollapseAdditional Information

Important Note: To assist in capturing the error details, contact technical support while the error is still displayed on the BlackBerry smartphone. If possible, do not reset the BlackBerry smartphone or attempt to reload the BlackBerry Device Software until enough information is captured for a full investigation into the cause of the error.

To assist with diagnosing these types of issues, provide as many of the following details as possible:

  • What is the frequency of the issue?
  • Is the issue easily reproduced or does it occur at random?
  • If the issue is able to be reproduced, make note of the steps to take to reproduce the issue.
  • Is there a specific application or function being used when the issue occurs?
  • If BlackBerry smartphone experienced any issues as a result of the error message, such as unable to use the browser?
  • Was BlackBerry Device Software recently updated or any other applications?
  • When was the last backup performed of the data on the BlackBerry smartphone?

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Visit the BlackBerry Technical Solution Center at www.blackberry.com/btsc.