Error messages: BlackBerry Device Software tasks

To troubleshoot errors that display for a task when you are updating BlackBerry Device Software on a BlackBerry device, you can try to determine the cause by collecting the following information:
  • BlackBerry Policy Service log files from the day the issue was reported (log level 4 recommended)
  • BlackBerry Dispatcher log files from the day the issue was reported (log level 4 recommended)
  • BlackBerry Administration Service log files from the day the issue was reported (log level 4 recommended)
  • BlackBerry device information (for example, the BlackBerry device model, BlackBerry Device Software version, wireless service provider, IT policy assigned to the BlackBerry device, service books on the BlackBerry device, and so on)
  • event log of the BlackBerry device from the day the issue was reported
  • error report from the update application; instruct users to view the details of the errors reported by the update application and to send error reports to an administrative email address that you must specify
If the preceding information does not address the issue, you can collect the following information:
  • BlackBerry Policy Service log files from the day the issue was reported (log level 6 recommended)
  • system event logs
  • copy of the BlackBerry Configuration Database
  • SQL trace of the BlackBerry Policy Service that communicates with the BlackBerry Configuration Database

For information about changing the log level for a BlackBerry Enterprise Server component, visit www.blackberry.com/support to read article KB04342. For information about obtaining the event log for a BlackBerry device, visit www.blackberry.com/support to read article KB05349.

If the recommended administrative action for an error message does not resolve the issue, contact RIM Technical Support.

Available upgrade rejected
You can determine the reason for the error message and determine the status code that is associated with the error by viewing the event log of the BlackBerry device.

0x01 not supported by device: The BlackBerry device model or the current version of the BlackBerry Device Software on the BlackBerry device does not support the BlackBerry Device Software update.

You can verify that the BlackBerry device model and the current BlackBerry Device Software version support the BlackBerry Device Software update.

0x02 not consistent with device version or vendorid: The BlackBerry device model, the current version of the BlackBerry Device Software on the BlackBerry device, or the vendor ID that is associated with the BlackBerry device does not support the BlackBerry Device Software update.

You can verify that the BlackBerry device model, the current BlackBerry Device Software version, and the vendor ID that are associated with the BlackBerry device support the BlackBerry Device Software update.

0x03 disallowed by IT policy: An IT policy rule in an IT policy that you assigned to the user account does not permit BlackBerry Device Software updates over the wireless network.

You can verify that the IT policy rule settings in the IT policy that you assigned to the user account permits BlackBerry Device Software updates over the wireless network.

0x05 duplicate: A previous request to install the same BlackBerry Device Software version has already been sent to the BlackBerry device.

0x07 bad request: An error occured when the BlackBerry Infrastructure processed the request to update the BlackBerry Device Software on the BlackBerry device.

You can try to send the BlackBerry Device Software update again.

0x08 insufficient storage: The BlackBerry device does not have enough memory available to update the BlackBerry Device Software.

You can manage the BlackBerry device so that it has enough memory available to update the BlackBerry Device Software (for example, remove applications from the BlackBerry device that are no longer required).

0x09 reset required: The user must reset the BlackBerry device to clear a code module condition.

You can instruct the user to reset the BlackBerry device and you can send the BlackBerry Device Software update again.

0X10 service book flag disabled: A service book on the BlackBerry device does not permit you to send BlackBerry Device Software updates over the wireless network.

You can verify that the service books on the BlackBerry device permit BlackBerry Device Software updates over the wireless network.

Available upgrade deferred by user

0x01 prior upgrade in progress: The BlackBerry Device Software update did not complete because a previous BlackBerry Device Software update was in progress.

If the previous BlackBerry Device Software update did not install the correct BlackBerry Device Software version, you can wait until the update completes and then you can send the BlackBerry Device Software update again.

Upgrade prompt deferred

0x02 reset required: The user must reset the BlackBerry device to clear a code module condition.

You can instruct the user to reset the BlackBerry device. The update application tries to perform the update for up to 72 hours. After 72 hours, the update application performs the update and the user no longer has the option to defer the update.

Upgrade rejected

An error or inconsistency exists in the BlackBerry Device Software files that are available from the BlackBerry Infrastructure.

Upgrade failed, rollback complete

After the update application downloaded and applied the current BlackBerry Device Software patch files to the BlackBerry device, an error occurred when the update application tried to restart the BlackBerry device. As a result, the update application reapplied the previous BlackBerry Device Software files to the BlackBerry device and cancelled the BlackBerry Device Software update.

Available upgrade deleted by administrator

When a BlackBerry Device Software update request either completes or does not complete, this status message displays when the BlackBerry Infrastructure deletes the update request.

Mandatory upgrade failed

After the update application downloaded and applied the current BlackBerry Device Software files to the BlackBerry device, an error occured when the update application tried to restart the BlackBerry device. As a result, the update application reapplied the previous BlackBerry Device Software files to the BlackBerry device, and cancelled the update.

BlackBerry Administration Service error

An error occurred when the BlackBerry Administration Service processed the request to update the BlackBerry Device Software on a BlackBerry device.

Last updated: 2012-09-17
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