App Error 605 is displayed on the BlackBerry smartphone

Article ID: KB23953

Type: Support Content

Last Modified: 03-21-2012

 

Product(s) Affected:

  • BlackBerry Torch 9800
  • BlackBerry 7 OS and earlier Applications
CollapseEnvironment
  • BlackBerry® Torch™ 9800 smartphone
  • BlackBerry® Device Software 6.0
  • BlackBerry® smartphone applications
CollapseOverview
While performing various activities an App Error 605 is displayed on the BlackBerry® smartphone.
CollapseCause
A Java® process has died and the BlackBerry smartphone cannot continue to operate in a normal manner.
CollapseResolution
 These errors are currently under investigation, please follow the workaround to collect information.
CollapseWorkaround

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 command prompt and type: cd c:\Program Files\Common Files\Research In Motion\AppLoader
    On a 64 bit system, type: cd c:\Program Files (x86)\Common Files\Research In Motion\AppLoader
  3. Type: Loader.exe /eventlog c:\log.txt
    The log.txt file is extracted log and should appear on the C:\ drive.
  4. Collect the log.txt output files.

Note: On some Windows Vista™ and Windows® 7 computers, even though c:\ 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 the App Error 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 command prompt and type: cd c:\Program Files\Common Files\Research In Motion\AppLoader
    On a 64 bit system, type: cd c:\Program Files (x86)\Common Files\Research In Motion\AppLoader
  3. Type: loader.exe /dump c:\devicedump
    The devicedump file is extracted and should appear on the C:\drive.
  4. Collect the devicedump output files.

Task 4 - Reload the device software

  1.  Reload the BlackBerry Device Software. KB03621

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