• 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
If the preceding information does not help you to 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.
Sequence Processing Stopped due to error processing SEND_APC_APP command
The BlackBerry Policy Service sends application data to a BlackBerry device as a group of application modules. If the
BlackBerry Policy Service does not deliver one of the application modules to the BlackBerry device, the remaining
application modules are not delivered to the BlackBerry device.
You can try to resend the BlackBerry Java Application to the BlackBerry device.
SendApp failed due to error getting application data, processing stopped
An error occurred when the BlackBerry Policy Service tried to retrieve the data that it required to install the BlackBerry
Java Application.
You can verify that the BlackBerry Policy Service can access the network share that you use to store the application files.
QueueModule failed, processing stopped
An error occurred when the BlackBerry Policy Service tried to process the application modules and send the application
modules to the BlackBerry device.
You can verify that the BlackBerry Policy Service can access the network share that stores the application files.
Device timed out waiting for module
The BlackBerry device reported a timeout failure while waiting for the application modules.
You can resend the BlackBerry Java Application to the BlackBerry device. If the second attempt to install the BlackBerry
Java Application is not successful, in the log files that you collected, locate the user account that experienced the issue.
Trace the installation activity.
Administration Guide Sending software and BlackBerry Java Applications to BlackBerry devices
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