"App Error 600" or "App Error 601" is displayed on the BlackBerry smartphone

Article ID: KB23665

Type: Support Content

Last Modified: 12-14-2011

 

Product(s) Affected:

  • BlackBerry 7 OS and earlier
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  • BlackBerry® Device Software 6.0
CollapseOverview

While performing various activities an App Error 600 or App Error 601 is displayed on the BlackBerry smartphone.

CollapseCause
A Java process has terminated unexpectedly and the BlackBerry smartphone cannot continue to operate in a normal manner.
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This is a previously reported issue that is being investigated by our development team. A resolution is currently unavailable.

CollapseWorkaround

Before completing the workaround, please gather and submit the following information to support.

Task 1 - Collect the log information

Extract a full copy of BlackBerry smartphone event logs to a text file using loader.exe on a computer:

Note: To obtain the Loader.exe tool, install BlackBerry® Desktop Manager (Desktop Manager 4.7 or higher is required), or visit http://na.blackberry.com/eng/update/ to check for updates for the BlackBerry smartphone which will install the necessary components to your computer.

  1. Connect the BlackBerry smartphone to the computer using a USB cable.
  2. Open the Run Command line, type cmd and click Ok.
  3. Type cd C:\Program Files\Common Files\Research In Motion\Apploader in the command line and press the [Enter] key.
    On a 64-bit operating system, type cd C:\Program Files (x86)\Common Files\Research In Motion\Apploader
  4. Type loader.exe /eventlog eventlog.txt and press the [Enter] key.
  5. This process will create an eventlog.txt file in C:\Program Files\Common Files\Research In Motion\Apploader.
  6. On a 64-bit system, this process will create an eventlog.txt file in C:\Program Files (x86)\Common Files\Research In Motion\Apploader.
  7. Collect the eventlog.txt output file.

Note: On some Windows Vista™ and Windows® 7 computers, even though a save location was specified, the Java® Event handheld logs may be saved to the following location: C:\Users\<username>\AppData\Local\VirtualStore\Program Files\Research In Motion\BlackBerry\Apploader.



Task 2 - Perform a hard-reset

  1. To perform a hard-reset on the BlackBerry smartphone remove the back cover and remove the battery from the BlackBerry smartphone. Once the battery has been removed it can be inserted again.
  2. After start up, if the device still displays App Error 600 or App Error 601 proceed to Task 3.



Task 3 - Collect a File System Dump

Capture a File System Image by completing the following steps:

  1. Connect the BlackBerry smartphone to the computer using a USB cable.
  2. Open the Run Command line, type cmd and click Ok.
  3. Type cd C:\Program Files\Common Files\Research In Motion\Apploader in the command line and press the [Enter] key.
    On a 64-bit operating system, type cd C:\Program Files (x86)\Common Files\Research In Motion\Apploader
  4. Type loader.exe /dump devicedump and press the [Enter] key.
  5. This process will create a devicedump file in C:\Program Files\Common Files\Research In Motion\Apploader .
  6. On a 64-bit system, this process will create a devicedump file in C:\Program Files (x86)\Common Files\Research In Motion\Apploader .
  7. Collect the devicedump output file.


Once the above information has been gathered, please proceed with Task 4.

Task 4 - Reload the device software

  1. Reload the BlackBerry Device Software.

Note: For instructions on reloading the BlackBerry Device Software using a PC, see KB11320 . To reload the BlackBerry Device Software using a Mac, see KB19915 .

CollapseAdditional Information
For instructions on obtaining BlackBerry smartphone event logs and a file system dump using a Mac computer, see KB17215 .

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