Unable to submit BlackBerry PlayBook tablet support logs due to an IT Policy

Article ID: KB29942

Type: Support Content

Last Modified: 02-21-2012


Product(s) Affected:

  • BES5
  • BlackBerry PlayBook tablets
  • BlackBerry Device Service
  • BlackBerry® PlayBook™ OS 2.0

By default, users have the ability to submit support logs to BlackBerry® Technical Support using the Get Support option in the Help application on the BlackBerry® PlayBook™ tablet.  BlackBerry® Administrators can control whether the tablet can submit logs via an IT Policy.

The following table explains how the log submission IT Policy rules in the BlackBerry® Device Service and the BlackBerry Enterprise® Server affect whether a tablet that is paired with a smartphone is able to submit logs.

Log Submission rule - BlackBerry Device Service

BlackBerry PlayBook Log Submission rule - BlackBerry Enterprise Server


Enable Enable The tablet sends logs


Enable The tablet does not send logs


Disable The tablet does not sent logs
Disable Disable The tablet does not send logs

When a BlackBerry PlayBook tablet meets a condition of not able to send logs, the following message is displayed when the Log Submission option is selected:

Sorry, we cannot create the report log as an IT policy is preventing this request from being completed.  Please contact your administrator for more information.

CollapseAdditional Information

For instructions on how to collect logs on the BlackBerry PlayBook, see KB26038.



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