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Old 10-30-2007, 11:37 AM   #1 (permalink)
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Default Handheld Configuration Tool- "No Details" and SQL Error

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Hello-

I'm no longer able to get any device-specific details about any handhelds on our BES. This appears to have occurred after installing SP7 on our BES 4.0 (Exchange). We had a minor SQL issue that required one table to be reindexed following this update, but we just noticed this new issue today. The exact error in the Handheld tool is : No additional information is available for this handheld. It may be running older software, handheld activation may not be complete, or Handhelf Management data sync support may not be enabled.
Event viewer displays this error (HHCG Event ID 1000):
[Microsoft][ODBC SQL Server Driver][SQL Server]Invalid column name 'Id'.[SqlState 42S22][ODBCRecord::DoGetValue]DATA: Active[1] UserConfigId[145].
DBCC checkdb does not find anything wrong in our BESMGMT database (We're using MSDE). I can't find anything related to this problem on this site or via Google, and wondered if anyone had any ideas.

Thanks,
Nick
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Old 10-30-2007, 04:13 PM   #2 (permalink)
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Default Same here!

Nick,

I had/have the same problem after installing SP7 and Maintenance Release 1on BES 4. I am glad to see I am not the only one unable to access individual handhelds in the Handheld Configuration Tool any longer. I worked with BlackBerry Tech Support for over two weeks, spent $1,000 on a support contract, to no avail. They blame it on database corruption. I did everything they asked, including reinstalling everything from scratch, MSDE200A, BES 4 and SP7, Maint. Release 1, etc... I ran countless database re-index commands, created a new database and restored over it, etc... I worked with the following people in BB Tech Support:

Andrew
Heather
Thomas
Mohammad
Mike
Chris

I worked with Mike the most after I complained that each time I sent logs, I got assigned a different tech. I uploaded my database, and Application Logs. You name it, it was done. The bottom line from BB Support was that I needed to create a new database and reactivate all my handhelds, about 25 of them. To me that is not an option. I I also had one table that had to be reindexed, it was "SyncServerState" I bet dollars to doughnuts it was the same table on your server. The error I get now in the Application Event Log is:

Source: HHCG
[Microsoft][ODBC SQL Server Driver][SQL Server]Invalid column name 'Id'.[SqlState 42S22][ODBCRecord::DoGetValue]DATA: Active[1] UserConfigId[10].

I am running Windows 2000 Server Standard on this box with MSDE 2000A.

Please please please let me know if you find a resolution. My case number with BB was 4210176. I finally gave up and let them close the case.

Thank you
John Kalivas
Syntiro Networks
[email address]
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Old 10-30-2007, 06:47 PM   #3 (permalink)
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I quite see your pain Jkalivas..and I'm not trying to belittle the time / cost you've spend on this issue but with only 25 users does it really matter what device / os they're actually running. I have those columns enabled on my BES manager but in most cases for our 20 users I know what devices most people have from memory - mainly 8300s, some 8100s and a bunch of older stuff.

Or can you not just poll round your users manually and store the data in a spreadsheet. Yes I know that sucks...and yes BES should do it automatically PROVIDED that the device OS is 4.1 or above..

Also have you considered getting on with an upgrade to 4.1? Support for 4.0 will stop end of Jan..and having signed up for T-support (L2 or above) you get a free upgrade..and whilst this might not fix the issue it may well do as there's lots of 'little things' that get fixed as part of the upgrade to 4.1 - the fact that a number of the dbase tables get updated might kick the mystery table back to life...
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Old 10-31-2007, 08:56 AM   #4 (permalink)
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Thanks for the replies. I'll give BB Support a shot, but not expecting many good results...Wish we had a database admin that could take a look, but ours just left! If anyone else has any ideas, I'd be glad to hear them...
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