What is the Software Config Status tab

Article ID: KB15470

Type: Support Content

Last Modified: 12-14-2011

 

Product(s) Affected:

  • BlackBerry Enterprise Server for Microsoft Exchange
  • BlackBerry Enterprise Server for IBM Domino
CollapseEnvironment
  • BlackBerry® Enterprise Server 4.1 SP5
CollapseOverview

The Software Config Status tab is a new feature added to BlackBerry Manager in BlackBerry Enterprise Server 4.1 SP5. This new tab allows BlackBerry Enterprise Server administrators to view the status of items on the ITAdminQueue table of the BlackBerry Configuration Database. The Software Config Status tab can be found at the BlackBerry Domain level in BlackBerry Manager.

This article outlines different error messages and their resolutions for applications that are pushed to BlackBerry smartphones.

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CollapseResolution

Complete the appropriate resolution for each error message.


Device timed out waiting for module



Cause

The BlackBerry smartphone reported a timeout failure while waiting for the receipt of data for the application modules. This might be due to various causes.

Resolution

  1. Try resending the application.
  2. If a second attempt fails with the same error message, further data collection and analysis will be required. For more information, see Data Collection and Analysis.

Device reported insufficient memory to install module



Cause

The BlackBerry smartphone does not have enough application storage to install the application module.

Resolution

Make sure that you have enough free memory on the BlackBerry smartphone and then resend the application.


Device reported insufficient privileges to install module



Cause

This is an unexpected error message.

Resolution

Further data collection and analysis will be required. For more information, see Data Collection and Analysis.


Device Reported Invalid Version in packet, supported version is %s



Cause

The software in the packet is the wrong version.

Resolution

  1. The BlackBerry Policy Service should handle this error internally and therefore no action from the BlackBerry Enterprise Server administrator is required. When this error message occurs, the BlackBerry Policy Service attempts to resend the command using an earlier version that the BlackBerry smartphone might understand and be able to process.
  2. If the error message persists, further data collection and analysis will be required. For more information, see Data Collection and Analysis.

Device reported that there was an Incomplete Module



Cause

One of the modules did not get completely or properly installed on the BlackBerry smartphone.

Resolution

  1. Try resending the application.
  2. Further data collection and analysis will be required. For more information, see Data Collection and Analysis.

Device reported that the Module Save Failed



Cause

One of the modules was not saved to the BlackBerry smartphone.

Resolution

  1. Try resending the application.
  2. If resending the application does not work, further data collection and analysis will be required. For more information, see Data Collection and Analysis.

Device Reported a general failure installing the module



Cause

This is a generic error message for issues that arise when an application is being installed. Error messages are usually more specific. This error message will not occur often in BlackBerry® Device Software 4.3 and later.

Resolution

  1. Try resending the application.
  2. Make sure that the BlackBerry smartphone has sufficient memory.
  3. If the above steps do not resolve the issue, further investigation will be required. For more information, see Data Collection and Analysis.

Incomplete ACK data for APPD request



Cause

This error message does not identify a specific cause of failure but states that the BlackBerry Policy Service did not receive a complete acknowledgement code (ACK) from the BlackBerry smartphone for an application that was pushed to a BlackBerry smartphone.

Resolution

  1. Check the status of the BlackBerry smartphone for reasons why the ACK was not received.
  2. Check to see that the BlackBerry smartphone is turned on.
  3. Check to see that the BlackBerry smartphone is in an area with sufficient wireless coverage. If the BlackBerry smartphone is turned on and is in an area with sufficient wireless coverage, try resending the application.

Device reported a %s error while installing module



Cause

This is an unexpected error message.

Resolution

Further data collection and analysis will be required. For more information, see Data Collection and Analysis.


SendApp failed due to error getting application data, processing stopped



Cause

Corruption in the application data caused the software configuration to fail as the BlackBerry Enterprise Server is not able to retrieve the application data.

Resolution

Recreate the software configuration.


Other error messages

Cause

The following six error messages rarely appear. They indicate a problem on the BlackBerry Policy Service, and further troubleshooting will be required.

  • Device Reported Data Format Error in packet while installing module
  • Device Reported Invalid Command while installing module
  • Device Reported Insufficient Body Data while installing module
  • Device Reported Invalid Module Hash while installing module
  • Device Reported Invalid App Data Length while installing module
  • Device Reported Insufficient App Data while installing module

Resolution

Further data collection and analsysis will be required. For more information, see Data Collection and Analysis.

CollapseAdditional Information

Data Collection and Analysis

For all error messages, collect the following information for the day of the reported issues:

  1. BlackBerry Policy Service logs (Log level 4 recommended).
  2. BlackBerry Dispatcher logs (Log level 4 recommended).
  3. BlackBerry smartphone information.
  4. BlackBerry smartphone user information.

Depending on the error message displayed, you may also need to collect the following information:

  1. A copy of the software configuration files created on the shared network to which the BlackBerry smartphone is associated.
  2. The BlackBerry smartphone event log for the day of the reported issue.
  3. A copy of the BlackBerry Configuration Database.
  4. BlackBerry Policy Service logs (Log level 6 recommended).
  5. A Microsoft SQL Server trace of the BlackBerry Policy Service communicating with the BlackBerry Configuration Database.

All application push issues start at the BlackBerry Policy Service, so the BlackBerry Policy Service will be your starting point for analysis. Scan the logs for the BlackBerry smartphone user’s name and trace any activity. Error codes will typically be found at level 1000 or level 2000 entries.

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