Unable to restore the Password Keeper database

Article ID: KB11545

Type: Support Content

Last Modified: 05-14-2012

 

Product(s) Affected:

  • Desktop Software (Windows)
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  • BlackBerry® smartphones
CollapseOverview

The BlackBerry® smartphone user is unable to restore the Password Keeper database to the BlackBerry smartphone. The BlackBerry smartphone user clicks Advanced from the Backup and Restore application in BlackBerry® Desktop Manager. After selecting Password Keeper from the Device Database list, the arrow used to move the database over to the Desktop File Databases section is greyed out and cannot be selected.

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The BlackBerry smartphone is configured for wireless synchronization.

or

The Password Keeper application is no longer installed on the device.

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Complete the following steps to resolve this issue related to cause 1:

    1. Open the Password Keeper application.
    2. Display the menu, and click Options.
    3. Change the Wireless synchronization option to No.
    4. Save the changes.
    5. Restore the Password Keeper database using BlackBerry Desktop Manager. For instructions see,
KB10339.
    6. Once information has been restored to the BlackBerry smartphone, navigate to the Password Keeper using the BlackBerry smartphone. Upon opening the application, a prompt for the existing Password Keeper password may be seen.
    7. Type your password. The information should be restored.



Complete the following steps to resolve this issue related to cause 2:

1. Follow the steps in KB10675
to reload Password Keeper.
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Complete the following steps to work around this issue:

  1. Delete the Desktop [SYNC] service book. See KB05010 for information on deleting service books.
  2. Restore the Password Keeper database using BlackBerry Desktop Manager.
  3. Undelete the Desktop [SYNC] service book.
  4. Once information has been restored to the BlackBerry smartphone, navigate to the Password Keeper using the BlackBerry smartphone.
  5. Upon opening the application, a prompt for the existing Password Keeper password may be seen.
  6. Typing your password. The information should be restored.

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