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Old 07-09-2012, 04:27 AM   #1 (permalink)
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Default uncaught exception problem

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Hi, we have had the 'Uncaught exception: Cannot find image: Search_browser_web' followed by OK problem. Every time the phone is switched off we get this screen.
We understand this has been caused by updating to software V. 7.1 over the air. We have resolved this after a fashion by re-installing the software from a clean install of the Blackberry Desktop Software after wiping the phone. It has to be a clean install of the Desktop software because if it is not the phone picks up the problem again even if we do not re-install data etc.

The problem we have now is that when we hook the phone up to the Blackberry Enterprise Server Express Version 5 sp3 software to get the connections for the server for emails etc the phone is picking the problem up from the server. We have tried removing the user data back up, and user-profile from the server, this does not solve the problem. What we think we need to do now is remove all trace of the user - profile, including service books etc from the Blackberry Enterprise Server Express Version 5 sp3 and start again with the user. We do not want to have to create another email address for the user.
We have a number of other users on the server and do not want to have to re-install the Blackberry Enterprise Server Express Version 5 sp3 or reset for all users.

Are we correct in what we need to do to resolve the problem and can anybody help with the solution please??

Paul
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Old 07-09-2012, 08:33 AM   #2 (permalink)
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Default Re: uncaught exception problem

Moved to a more appropriate section.

Why not reinstall the last OS where everything worked correctly and see if that fixes the problem?
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Old 07-09-2012, 08:56 AM   #3 (permalink)
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Default Re: uncaught exception problem

Hi, we have on the phone, and all is well with that - it will turn off and on and work OK even with the 7.1 phone software. The problem reappears when we connect to the Blackberry Enterprise Server Express Version 5 sp3 to enable the email connections etc.
As we have said above, we only want to be able to clean the BES Express of whatever it is putting back on the phone.
Thanks,
Paul
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Old 07-10-2012, 05:05 AM   #4 (permalink)
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Default Re: uncaught exception problem

On the BES, delete the user, and also choose to delete the user information from exchange. This will delete the wireless backup - all user settings, stored passwords, browser bookmarks etc.

Then activate the user again.
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Old 07-10-2012, 08:07 AM   #5 (permalink)
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Default Re: uncaught exception problem

Thanks for this. We have already tried exactly that and the phone is still picking something up from the BES. The result of which is that we get the uncaught exception error if we turn it off. So the BES is reinstalling something even with the above steps carried out. anyone any ideas?
Paul
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Old 07-10-2012, 09:28 AM   #6 (permalink)
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Default Re: uncaught exception problem

Quote:
Originally Posted by nobody7290 View Post
On the BES, delete the user, and also choose to delete the user information from exchange. This will delete the wireless backup - all user settings, stored passwords, browser bookmarks etc.

Then activate the user again.
There is no device backup on the mail server. The backup is stored in the BES database and might take a few minutes to remove all entries with BES 5 as it is a queued task.
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Old 07-10-2012, 11:07 AM   #7 (permalink)
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Default Re: uncaught exception problem

You are not the only one with this problem after an OTA upgrade to 7.1:

"Uncaught exception: Cannot find image: search_bro... - BlackBerry Support Community Forums

I guess you will have to do the exact same steps as suggested in the above post.
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Old 07-11-2012, 07:17 AM   #8 (permalink)
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Default Re: uncaught exception problem

knottyrope, thanks for this, the user is out of the office now for a few days. Is there a step by step guide to what we need to do somewhere?
Thanks,
Paul
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Old 07-11-2012, 09:03 AM   #9 (permalink)
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Default Re: uncaught exception problem

so you say a wiped phone will not do it?

only happens when activate on BES?

get a spare device to play or use the one thats affected and activate a new account to rule out BES issue.

if works fine then it must be a user backup item or possible you push an app on BES that is affecting it.

remove the app from user on BES and or remove user from BES for 30 min and confirm removal

then setup user again on BES and see if it persists.
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Old 07-12-2012, 09:57 AM   #10 (permalink)
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Default Re: uncaught exception problem

Hi, yes, wiped phone will not do it, we have tried 2 new phones (Orange UK very understanding...) so will try what you suggest when the user is back in and revert to you with results. Very grateful for the assistance.
Paul
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Old 07-24-2012, 04:38 AM   #11 (permalink)
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Default Re: uncaught exception problem

Hi, so we are having another go at this.
Some information we have seen indicates that we should wait 24 hours before re-activating the user, some indicates 72 hours, which is correct please?
Also we have found this way of removing a user more immediately; delete user in BES, then click on (BES SERVER NAME) > Users Pending Delete (tab) > click on user > click on "Purge User"
We are using BES V 5 SP 3

We can't find this on our version, any ideas?
Thanks again,
Paul
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Old 07-24-2012, 12:15 PM   #12 (permalink)
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Default Re: uncaught exception problem

To verify if BlackBerry smartphone user accounts are queued for deletion, perform the following steps:






Under BlackBerry Solution Management, expand User.


Click Manage Users.


In the Search for users menu, click Advanced search.


In the Email criteria section of the Advanced Search, select True in the Queued removal of BlackBerry services drop-down box.


Click Search.





BlackBerry smartphone users who are pending a deletion, but the process has not completed, will be displayed.




The BlackBerry smartphone user account can be purged from the database or removed immediately from the BlackBerry service by performing the following steps:





Click the Display name of the BlackBerry smartphone user that is displayed when searching for BlackBerry smartphone users that are Queued removal of BlackBerry services.



Click Immediate removal of BlackBerry services.
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Old 07-31-2012, 06:03 AM   #13 (permalink)
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Default Re: uncaught exception problem

knottyrope, many thanks, it worked and all is well.
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Old 07-31-2012, 12:26 PM   #14 (permalink)
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Default Re: uncaught exception problem

glad to hear it
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