How to use the BlackBerry Desktop Software Support Tools

Article ID: KB27739

Type: Support Content

Last Modified: 03-03-2014

 

Product(s) Affected:

  • BlackBerry Desktop Software 7.0
  • BlackBerry Desktop Software 6.1
CollapseEnvironment
  • BlackBerry Desktop Software 6.1 to 7.1
CollapseOverview
The Support Tools feature of BlackBerry Desktop Software allows for the collection of support related data and logs from BlackBerry smartphones. This feature also provides the ability to reset a BlackBerry smartphone to factory settings, change logs levels, and change the enable/disable wireless radios setting.
CollapseAdditional Information

To access the Support Tools feature of BlackBerry Desktop Software:

  1. Click on the Help button labeled with a question mark.
  2. Move the mouse over Support resources,
  3. Click on Support tools.

Functionality of the Support Tools feature of BlackBerry Desktop Software

Generate Support Log

Clicking this button will result in the following actions:

  • Create a BlackBerryDeviceSupport folder on the Desktop.
  • Create a subfolder within the BlackBerryDeviceSupport folder named DeviceReport.
  • Generate the following files within the DeviceReport folder from the BlackBerry smartphone:
    • Devicedir.txt - A listing of all applications installed on the BlackBerry smartphone
    • deviceinfo.txt - An output of information on the device
    • eventlog.txt - The Handheld Java Event Log.
    • screenshot.bmp - A screenshot of what was displayed on the screen of the BlackBerry smartphone when the Generate button was clicked.

Clicking the Browse to log files link will automatically open the DeviceReport folder.

This folder can also be found on the local computer by browsing to:

On Windows XP: C:\Documents and Settings\user\Desktop\BlackBerryDeviceSupport\
On Windows 7: C:\users\user\Desktop\BlackBerryDeviceSupport\

Change Log Level

Clicking the Normal and Debug buttons will toggle the BlackBerry smartphone logs between their normal and debug settings.

Reset to Factory Settings

Clicking this button will put the BlackBerry smartphone back to its factory settings. This method does NOT remove third-party applications from the smartphone. The BlackBerry smartphone must be running BlackBerry Device Software 4.3 or later.

File System Dump

Clicking this button will create a copy of the file system to send to a support representative. This command creates a large file. 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 amount of data being transferred. The smartphone must be running BlackBerry Device Software 4.3 or later.

Once the File system dump button is pressed, a BlackBerryDeviceSupport folder will be created on the Desktop. Inside this folder there will be a DeviceDump folder that contains the file that has been collected. Clicking the Browse to file link will automatically open this folder.

This folder can also be found on the local computer by browsing to:

On Windows XP: C:\Documents and Settings\user\Desktop\BlackBerryDeviceSupport\DeviceDump
On Windows 7: C:\users\user\Desktop\BlackBerryDeviceSupport\DeviceDump

Turn Off Wireless Connection

Clicking the Turn on or Turn off buttons will either turn on or turn off the wireless connection on the connected BlackBerry smartphone.

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