Port3101.org : Your BES Connection - View Single Post - KB14348 - Application push does not complete due to missing entries in the device.xml

hdawg · #1 (**permalink**) 07-06-2009, 10:28 PM

KB14348 - Application push does not complete due to missing entries in the device.xml

Environment

BlackBerry® Enterprise Server version 4.1 SP4 to SP6 for IBM® Lotus® Domino®
BlackBerry® Enterprise Server version 4.1 SP4 to SP6 for Microsoft® Exchange
BlackBerry smartphone
SDR146461

Overview

When performing a third-party application push using the Software Configuration tab in BlackBerry Manager, the application push does not complete when using newer BlackBerry smartphones that do not exist in the device.xml file.
The following log lines are generated in the IT policy log files for BlackBerry Enterprise Server version 4.1 SP4:

[40000] (09/05 08:04:55.482):{0xC14} RequestHandler::PollForMissingApps: Starting Poll For Missing Apps.
[20000] (09/05 08:04:58.185):{0xC14} Device info for hardwareID 0x8d000f03 could not be found.
[40000] (09/05 08:04:58.200):{0xC14} RequestHandler::PollForMissingApps: Completed Poll For Missing Apps, elapsed time 3 seconds.

The following log lines are generated in the IT policy log files for BlackBerry Enterprise Server version 4.1 SP6:

[20000] (08/06 00:36:19.758):{0xA7C} {user@domain.com, PIN=1a1a1a1a, UserId=31}PollForMissingApps: GetHHCodePackages reported: HHCM_DEVICE_NOT_SUPPORTED. Upgrade your copy of device.xml

Note: In BlackBerry Enterprise Server version 4.1 SP6, there is increased logging activity related to this issue.

Cause

The device.xml file in the BlackBerry Enterprise Server does not contain updated information regarding the latest BlackBerry smartphone model.

Resolution

To resolve this issue, complete the following steps:

Open the device.xml file that is located in C:\Program Files\Common Files\Research In Motion\AppLoader.
Look for devicesrc version to check the version of the device.xml file in the BlackBerry Enterprise Server.
To update to the latest device.xml file, follow the steps in article KB13589.
Compare the version and, if it is newer, copy the latest version of the device.xml file to the BlackBerry Enterprise Server. This overwrites the current file.

Workaround

One of the following options can be used as a workaround to this issue:

Manually update the device.xml file with the entry for the BlackBerry smartphone that is being used.
Obtain an existing device.xml file with the BlackBerry smartphone entry included. For example, if BlackBerry® Device Software is installed on a computer running BlackBerry® Desktop Manager 4.3 to 5.0, the device.xml file can be found at C:\Program Files\Common Files\Research In Motion\Apploader. Copy this file over to the same folder location on the BlackBerry Enterprise Server.