Blackberry SWD-20120924140022907 manual Error messages IT policy tasks

Administration Guide Sending software and BlackBerry Java Applications to BlackBerry devices

Verify that the BlackBerry Synchronization Service can access the BlackBerry Configuration Database. If necessary, restart the BlackBerry Configuration Database.

Failed to delete item

The BlackBerry Synchronization Service cannot delete the value of the standard application settings because the BlackBerry Configuration Database is unavailable.

Verify that the BlackBerry Synchronization Service can access the BlackBerry Configuration Database. If necessary, restart the BlackBerry Configuration Database.

Failed to create an instance of the XML DOM document

The BlackBerry Synchronization Service cannot create XML data for the standard application settings.

Failed to load XML document

The BlackBerry Synchronization Service cannot load XML data for the standard application settings.

Invalid GUID

The BlackBerry Synchronization Service received an invalid globally unique identifier from the BlackBerry device.

Invalid/unknown command

The BlackBerry Synchronization Service received an invalid command from the BlackBerry device.

Related information

Restarting BlackBerry Enterprise Server components, 392

Error messages: IT policy tasks

To troubleshoot errors that display for a task when you send an IT policy to a BlackBerry device or update an IT policy 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

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

157