I need some help...

I followed the instructions in KB03748 to the letter, however the application configuration I set up for a third party application doesn't appear to be filtering down to the devices. I don't know if this is because there is an older version of the same software exists on the device already or what?

When I look in the device's status from the BES manager screen and it says it says, "Application Status: Up to date" However when I look in the device itself and check the application version number its older then the one I have on the BES.

Any ideas on why the newer version isn't pushing?

My BES version is 4.1 BTW

I'm testing right now on a device that didn't have any version of the application on it to see if it pushes to that one. I still have to wait 4hrs to get my answer on that, however.

Thanks.

Alright, it's been more than 4hrs and that device didn't revive the application at all. So it looks like the BES is not sending these applications at all.

I believe I've double checked everything in the KB articles atleast twice. What else could I need to check?

What service pack do you have on your BES?

4.1 SP???

Can you post your POLC log data? The POLC log file tracks all application pushes.

It says : 4.1.2.25 for the version.

The log is almost a 1M....
http://sites.google.com/site/grainsp...90908_0001.txt

The devices that I'm trying to send the applications to are nxt001 through nxt004 and spr417.

[20000] (09/08 05:21:27.532):{0x960} {nxt004@XXX.com, PIN=XXXXXXXX, UserId=1224}WorkerThreadPool::CheckSentQueueForTim eouts - After 4 hours the device has not acknowledged receipt of the REQUEST_KEY_GENERATION command, requeuing entry id 3355

seeing ^ in the log along with all sorts of other errors. How would you feel about upgrading to SP6 + MR7 (I think that is the latest)?

You think that will resolve the issue alone?

How much down time am I looking at to install the patch? We are a 24-7 operation and my users need their blackberries to work. BES down time means no data for blackberries, means no work, means no money coming in, and a very pissed off boss.

Relax, machines also need a break. Applying the patch should be fast, 4.1.2 -> 4.1.6 is a huge gaps of bugs and fixes.

I'd estimate 30 minutes of actual downtime ... but I'd plan for a 2 hour outage.

That'll give you time to:

1) Do a successful backup of the Configuration Database and Registry settings
2) Install SP6 (don't restart server)
3) Install MR7 (restart server)
4) services come back up ... wait 15 minutes ... restart server again

Trust me on the last one ... you'll want to do a second reboot; it'll clear any possible hung thread issues.

When you say back up registry settings you just mean export the windows registry? If so which keys pertain to BES?

I'm planning to remote in from home this weekend when its really slow and run the patch then.

Either export the whole registry or as BESAdmin just:

HKLM\Software\Research In Motion
and
HKCU\Software\Research In Motion

Alright, Patches successfully applied. Version now says 4.1.6.22. Thanks.

Monday when I get into the office I'll try and see if that alone will fix the applications not being pushed out. If non I'll check back here again. Should I post the latest POLC logs generated by the ungraded bes if it's still not working?

where do you see 4.1.6.22?

Get the version from here: KB17611 - Bundle versions of the BlackBerry Enterprise Server for Microsoft Exchange - Port3101.org : Your BES Connection

and yes post the POLC log.

I got the Version# by going to help->about in the BB manager
doing that method is says: 4.1.6 MR7 (hotfix) (Bundle 174)

I see the flowing line in the POLC logs now.

[20000] (09/14 01:33:14.624):{0x6A4} {nxt001@xxxxx.com, PIN=xxxx, UserId=1220}PollForMissingApps: GetHHCodePackages reported: HHCM_DEVICE_NOT_SUPPORTED. Upgrade your copy of device.xml

http://sites.google.com/site/grainsp...90914_0001.txt

I know the software works with the device because I've loaded it on them with the desktop manager. These are 8350i blackberries BTW.

Try updating the device xml file.

How to update the device.xml and vendor.xml files
View Document

Yeah, that's pretty much meaningless.

Done... we'll see if that makes a difference... is there any way to get around the 4hr window and have it attempt to send the apps immediately? It would sure make troubleshooting go a lot faster if I didn't have to wait 4 hours every time I made a change.

Right-click the user's name in BlackBerry Manager and choose 'Deploy Applications'.

my absolute favorite right-click functionality in BES.

lol... You never could right click before.

Anyway. Its still not working

http://sites.google.com/site/grainsp...90915_0001.txt

Specifically interested now in devices nxt008 and nxt021.

8 has an old version of the software
21 was a new out of the box blackberry that I just enterprise activated yesterday.

Neither device has the new version on it currently.

In the status screen for the device it says this for 8
Configuration Name: IDS
Status Check Time: 9/15/2009 9:33:15 AM
Configuration Status: OK
System Status: Up to date
Application Status: Upgrade Required
Software Upgradeable: False

And this for 21
Configuration Name: IDS
Status Check Time: 9/15/2009 9:33:20 AM
Configuration Status: OK
System Status: Up to date
Application Status: Up to date
Software Upgradeable: False

http://sites.google.com/site/grainsp...attredirects=0 Screen shot of my software config and policy if it's of any help.

Okay, now some devices are reviving the application... finally. But others seem to refuse to. Particularly the ones with the old versions of the software.... What to do?

Give this script a whirl against your BESMgmt database:

Delete from ITAdminQueue where (GroupingNumber != 0 and GroupingNumber in (select GroupingNumber from ITAdminQueue where (Command=128 or Command=129) and Status=6)) or (GroupingNumber = 0 and (Command=128 or Command=129) and Status=6)

The script will clear out SEND_APC_APP and SEND_APC_ITPOLICY commands that have a error state and will also clean out any related transactions to ensure all module components are resent to the device.

After you do this, try to push the application to a user by right-clicking and do a Deploy Applications ... post the POLC log file again after waiting 30 minutes.

Thanks, but that wasn't necessary, yesterday afternoon I deleted the software configuration(which was created by 4.1.2) and recreated it on the new BES version. That got it pushing to all devices that didn't have any version of the software.

Then as part of the configuration I added a second restrictive policy which forces the deletion of the older version of the software. I'm not sure if this step is necessary or not, but it seems to work so I'm going with it.

The reason this upgrade ability is important is because our developer is constantly patching this app and releasing newer versions.

Only issue I'm having now is that the permissions aren't being set automatically and its prompting the users. Specifically for access to the gps device and for network access. Here is a shot of my policy.... http://sites.google.com/site/grainsp...attredirects=0

Are all users prompted? What handheld and handheld OS version is on their devices? This was a problem with older 4.3 & 4.5 OS's

All users that I've tried so far, which is just a handfull at this point.

Nextel 8350i
4.6.1.204

Has something changed within the app?

No, not that I know of. I haven't loaded any new files into the app loader folder.

got me

sorry.

Meh... anyone else?

This is annoying.

Can you post the exact prompt your users get? Do they get one or many?

Application Permissions

The application IDSDrvApp requested access to your GPS location information. Do you wish to grant access?

Allow | Deny

Have you checked your "Disallowed" App Policy? Does it have the GPS setting as "Prompt User"? You should set it to "Allowed". Sounds strange but you have to set in both policies. (At least that helped me in my environment).