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Old 02-20-2008, 11:11 AM   #1 (permalink)
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Default BES - Handheld Device state invalid

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Morning all,

So I've been searching the web for other users who have experienced and resolved the all mighty "Device state invalid" issue preventing applications from being pushed OTA.

From my understanding, the "Device state invalid" status shows up when the device (or is it the BES?) thinks that there are more than one version of the same application on the device. In turn, you are not able to install another version (later version if you will) due to this invalid state.

The only information I have been able to find was related to duplicate data in the Device state mgt table of the BES DB. I have tried to refresh the status of the device, assign another software config etc.. but nothing has been able to update the status. The only way I know of to refresh this state is to reactivate the device, which is a horrible and time consuming solution as I have a HUGE environment.

Going further, I can see anyone pushing applications experiencing this issue, so I'd like to nip it in the bud and try to come up with a solution sooner than later.

Has anyone else experienced this issue? How about specifically when pushing bl00mberg? Anyone know of a tip/trick to update/reset the status aside from reactivating the device?

All input is greatly appreciated.

Thanks in advance,
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Old 02-20-2008, 12:56 PM   #2 (permalink)
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Wiping the unit usually fixes this issue.
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Old 02-20-2008, 12:58 PM   #3 (permalink)
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Quote:
Originally Posted by x14 View Post
Wiping the unit usually fixes this issue.
To add, Wiping/Reactivation is definitely not an option.
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Old 02-20-2008, 01:11 PM   #4 (permalink)
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I've found that reactivating the device (without performing a wipe first) resolves this issue. We have not seen a lot of these, so this solution has worked for us. I've not done anything with the Bloomberg client, however. If you would like to minimize user impact, then tsupport can give you a script that will identify duplicate entries in the DB, which supposedly can be manually removed to resolve the issue, but I have not taken this approach.

-zip
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Old 02-20-2008, 01:17 PM   #5 (permalink)
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Quote:
Originally Posted by celeb View Post
To add, Wiping/Reactivation is definitely not an option.
Just out of curiosity... Why not?
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Old 02-20-2008, 01:17 PM   #6 (permalink)
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Thanks for your response. I am looking for a solution which involves absolutely no user intervention. This pretty much removes reactivation/wiping from the table.

I have used the script provided by RIM and the results have been less than adequate as the device states do not change.

A way to manually re-force the index (or whatever the handheld initiates to send the status to the BES) would be ideal, or a way to tell the BES to go out and check the device (besides update status as that doesn't work)

TIA
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Old 02-20-2008, 02:26 PM   #7 (permalink)
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After running the script do you see the SyncDeviceMgmt table still having duplicate app (multiple version) entries for the user? Perhaps the script needs a modification.
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Old 02-20-2008, 02:53 PM   #8 (permalink)
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We've tested in a test environment and the status was updated, however, in a production environment the status is not.
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Old 02-21-2008, 01:56 PM   #9 (permalink)
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This (somewhat) quick and dirty method seems to be working for me, on a user-by-user basis without user involvement. It involves SQL "hacking" and deleting rows.

1. Open the BESMgmt database, and specifically the dbo.SyncDeviceMgmt table.
2. Find the rows related to the user who is showing in BB Manager with "device state invalid."
3. Examine the "Data" column of the rows and look for two (or more) for the same software, but with different versions. e.g. GMaps_1.4 and Google Maps 2.0
4. Delete the row(s) related to the older version of the app.
5. If you've removed all the "conflicting" rows, Update Configuration Status in BB Manager will immediately show the correct status.
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Old 02-21-2008, 02:27 PM   #10 (permalink)
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Thanks for the post ObliteRon

I have actually been doing that (and that's what the script RIM provides does) but it's literally a "hack" One would assume before the upgrade, the remnants of the previous version would be removed wouldn't they? I really wish there was another way, but unfortunately I think this might be the only cure.
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Old 05-13-2008, 04:36 AM   #11 (permalink)
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Fantastic, this worked for me!
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Old 07-17-2008, 02:23 PM   #12 (permalink)
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I have had a similar issues but with a different piece of software. I have had a ticket open with RIM. The issue is we pushed a new version of software and the device wasn't reporting correctly.

The This seems to work for me.
1.open the properties of effected user
2.Click on PIM synch
3. Set automatic blackberry Devicemanagement Enabled to False
4. Click Apply
5. Set automatic blackberry Devicemanagement Enabled to True
6. Click Apply
7. Click OK
8. On the effected BB go into service books
9. Delete Desktop [SYNC] service book
10. While in service books hit menu key and then undelete
11. The device will now start an Enterprise Activation.
12. When its complete, from BB manager run an update configuration check status.
13. Everything should read up to date if not.....
14. Run the Deploy applications for the effected user
15. Wait about 5 mintues, From BB manager run an update configuration check status.
13. Everything should read up to date


Hope this helps!!! It worked for me.....
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Old 09-23-2008, 09:54 AM   #13 (permalink)
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Unsure if it's due to my curve having OS 4.5 but it's been showing the same state and I tried both methods above.

I wound up wiping my device.
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Old 03-18-2009, 06:29 PM   #14 (permalink)
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Default What causes duplicate SQL enties and device state invalid?

I have this issue trying to deploy an app to 2000 users, I can clean up the SyncDeviceMgmt table, but this is really a hack.

Delete older duplicates returned by

SELECT UserConfigId, ModuleName
FROM SyncDeviceMgmt
GROUP BY UserConfigId, ModuleName
HAVING COUNT(ModuleName) > 1

I want to prevent the duplicates from occurring.
Any ideas what causes the duplicates?
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Old 03-18-2009, 10:23 PM   #15 (permalink)
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Default Device State Invalid

I can clear the SQL table by going into the PIM Sync Options of the user and setting "Automatic BlackBerry Device Management Enabled" to False, clicking OK, waiting 1 minute, then going back in and setting it to True.

BlackBerry Enterprise Server on Domino Discussion: Software Configuration Push Problems Wrapup
(Thanks Mark)

I noticed however that the single row that gets added after resetting to true contains the old version of the app, with a Status of zero (Upgrade Required?)

Then when I Assign Software Configuration the extra row gets added with the new version.

It seems like that device is stuffed, as each time I clear the tables BES ends up adding rows for the old, then the new versions.

Please don't tell me I have to do an Enterprise Activation, doing this for even a small portion of 2000 users will be painful
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Old 03-18-2009, 10:57 PM   #16 (permalink)
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In the Policy log I get the following;



[30000] (03/19 14:33:16.718):{0x1528} Device contains various instances of module "{MODULE_NAME}"
[20000] (03/19 14:33:16.718):{0x1528} The current state for PIN 222222ec is not available.
[20000] (03/19 14:33:16.718):{0x1528} {russ@drekmoi.com, PIN=222222EC, UserId=4}RequestHandler::smileytongue:ollForMissin gApps: GetHHCodePackages failed with the error: HHCM_NO_STATE_INFO_FOR_PIN.
[40000] (03/19 14:33:16.718):{0x1528} RequestHandler::smileytongue:ollForMissingApps: Completed Poll For Missing Apps, elapsed time 0.688 seconds.
[40000] (03/19 14:33:16.718):{0x1528} RequestHandler::smileyvery-happy:oWork - PollForMissingApps failed.
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Old 03-19-2009, 07:51 AM   #17 (permalink)
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Is the device reporting back properly? Meaning.... Is the "Last update time" under status current????

If not, toggle the "Automatic BlackBerry Device Management Enabled" then have the user delete then undelete the Desktop[sync] service book.
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Old 03-19-2009, 05:35 PM   #18 (permalink)
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I really wanted to find a solution that didn't involve any user action, or failing that, at least understand what is causing the issues so that I can avoid it in the future.

The device I'm playing with is straight at the moment - I ended up deleting the duplicates, then wiping the handheld.

I'm trying to get it back to the Device State Invalid in order to find what causes it.
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Old 03-20-2009, 09:00 AM   #19 (permalink)
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The only method without user interaction that really works for me is the deletion of duplicate DB entries, because for the Device state, BES only checks against the DB and not against the device.
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