How to collect device logs and extract information from a BlackBerry smartphone using a Microsoft Windows or Apple Mac computer

Article ID: KB17215

Type: Support Content

Last Modified: 08-08-2013

 

Product(s) Affected:

  • BlackBerry 7 OS and earlier
  • BlackBerry Desktop Software for Windows
  • BlackBerry Desktop Software for Mac OS
CollapseEnvironment
  • BlackBerry Desktop Manager 4.7 to 7.0 for PC
  • BlackBerry Desktop Software for Mac
  • Windows
  • Mac OS
CollapseOverview

Command line tools are included with BlackBerry Desktop Software to assist with extracting information from BlackBerry smartphones. For the Windows operating system, the tool is called loader.exe and for Mac OS, the tool is called bbdm.

Both of these tools have additional commands which, when used, will extract specific information from a BlackBerry smartphone. These commands, along with a description of what they are used for and links to examples of usage for each command, are as follows:

  • eventlogSaves the BlackBerry smartphone's event log.
  • screenshotCaptures a screen shot from the BlackBerry smartphone.
  • dirProvides a list of modules installed on the BlackBerry smartphone.
  • deviceinfoProvides general information about the BlackBerry smartphone.
  • radioTurns the BlackBerry smartphone radio on or off.
  • resettofactoryDeletes all user data, including passwords and IT policy, from the BlackBerry smartphone.
  • dumpExports a file system dump of the BlackBerry smartphone.

For use on Windows:

  1. Open a command prompt.
  2. For computers using a 32-bit version of Windows, type: cd C:\Program Files\Common Files\Research in Motion\Apploader\ then press Enter.
  3. For computers using a 64-bit version of Windows, type: cd C:\Program Files (x86)\Common Files\Research In Motion\Apploader\ then press Enter.
  4. Type loader.exe, along with additional commands and parameters then press Enter, to extract the required information from the BlackBerry smartphone.
    • If the BlackBerry smartphone has a password, there will be a prompt to enter the password within the command prompt.

For use on Mac OS:

  1. If open, close the BlackBerry Desktop Software application.
  2. Open the Terminal application.
  3. Type: cd /Applications/BlackBerry\ Desktop\ Software.app/Contents/MacOS/  then press  Enter.
  4. Type ./bbdm, along with additional commands and parameters, then press Enter to extract the required information from the BlackBerry smartphone.
    • If the BlackBerry smartphone has a password, type ./bbdm -password ****, where **** is the password which is set on the BlackBerry smartphone.  
      • e.g. for screenshot capture:  ./bbdm screenshot -password **** active ~/Desktop/screenshot.png  
    • If the BlackBerry smartphone has a password and you do not specify the password in the command line, the Terminal window will prompt for the password to be entered.


Examples of usage:

1. eventlog

This command will saves the BlackBerry smartphone's event log to a specified file.

For Windowsloader.exe /eventlog c:\event.log

For Mac OS./bbdm eventlog ~/Desktop/event.log


2. screenshot

This command captures a screen shot from the BlackBerry smartphone, and saves it to a specified file.

For Windowsloader.exe /screenshot c:\screenshot.bmp

For Mac OS./bbdm screenshot active ~/Desktop/screenshot.png

Note: For the BlackBerry smartphones with 2 screens (internal/external ie: Pearl Flip and Style) the 
main screen can be captured by using the active command and the secondary screen by using the  passive command.


3. dir

This command will extract a list of modules installed on the BlackBerry smartphone, and save it to a specified file.

For Windowsloader.exe /dir c:\dir.log

For Mac OS./bbdm dir ~/Desktop/dir.log


4. deviceinfo

This command will provide general information about the BlackBerry smartphone.

For Windowsloader.exe /deviceinfo c:\deviceinfo.log

For Mac OS./bbdm deviceinfo ~/Desktop/deviceinfo.log


5. radio

This command will turn the BlackBerry smartphone radio on or off.

For Windowsloader.exe /radio on
        loader.exe /radio off

For Mac OS./bbdm radio on
       
./bbdm radio off

NoteThe BlackBerry smartphone must be running BlackBerry Device Software 4.3 to 5.0 or BlackBerry 6 to 7.1


6. resettofactory

This command will delete all user data, including passwords and IT policy, from the BlackBerry smartphone.

For Windowsloader.exe /resettofactory

For Mac OS: ./bbdm resettofactory

Note

  • The BlackBerry smartphone must be running BlackBerry Device Software 4.3 to 5.0 or BlackBerry 6 to 7.1
  • No modules, including third-party applications, are removed by this operation.


7. dump

This command will export a file system dump of the BlackBerry smartphone, and save it to a specified file.

For Windowsloader.exe /dump c:\device.dump

For Mac OS./bbdm dump ~/Desktop/device.dump

Note:

  • The BlackBerry smartphone must be running BlackBerry Device Software 4.3 to 5.0 or BlackBerry 6 to 7.1.
  • This action will result in the BlackBerry smartphone screen turning off and the smartphone restarting upon completion.
  • The file system dump can take several minutes to complete due to the large amount of data being transferred.
CollapseAdditional Information

BlackBerry Desktop Software can be downloaded from http://www.blackberry.com/desktopsoftware

For Windows, BlackBerry Desktop Software is not required to be able to run the loader.exe command line tool. Instead, a local installation of BlackBerry Device Software can be used. To download BlackBerry Device Software:

  1. Go to http://us.blackberry.com/support/apps-and-software/desktop-and-device-download-sites.html
  2. Select the carrier's name from the list
  3. Once on the carrier's download site, select the device model from the drop-down list
  4. Click Download beneath the latest version of software that is available
  5. Follow the prompts to complete the download and install the file to the PC

To extract information from a BlackBerry smartphone using BlackBerry Desktop Software Support Tools, see KB27739.

This document contains information previously documented in KB32136.

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