The BlackBerry Policy Service did not receive an acknowledgment message from a BlackBerry device that indicates that
the BlackBerry Java Application was installed.
You can verify that the BlackBerry device is turned on and is located in a wireless coverage area. Resend the BlackBerry
Java Application.
For the command: %s Device reported a general failure
For the command: %s Device reported non command handler for request
For the command: %s Device reported security violation
For the command: %s Device reported unable to decrypt
For the command: %s Device reported key mismatch
For the command: %s Device reported unsupported command version
For the command: %s Device reported code base error
For the command: %s Device reported a general failure installing the module
The BlackBerry device cannot execute the command to install or update the BlackBerry Java Application.
In the log files that you collected, locate the user account that experienced the issue. Trace the installation activity.
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
Administration Guide Sending software and BlackBerry Java Applications to BlackBerry devices
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