06-02-2009, 08:26 PM
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Proprietor
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Join Date: Nov 2008
Posts: 2,238
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KB17008 - Unable to upgrade Handheld codes due to BES
KB17008 - Message indicating that the BlackBerry smartphone user cannot upgrade the BlackBerry Device Software because the BlackBerry smartphone is active on a BlackBerry Enterprise Server
Environment
Overview
Even though a BlackBerry smartphone user is not active on a BlackBerry® Enterprise Server; when the BlackBerry smartphone user tries to update the BlackBerry® Device Software using the web-based BlackBerry Device Software update page (BlackBerry - Update your Device Software), a message displays indicating that the process cannot continue because the BlackBerry smartphone is active on a BlackBerry Enterprise Server.
Cause
- If the BlackBerry smartphone was previously activated on a BlackBerry Enterprise Server and still contains BlackBerry Enterprise Server service books, the software update will not proceed.
- A previously reported issue regarding a version of the Facebook® for BlackBerry smartphones application as outlined in KB18078. This issue causes the web-based BlackBerry Device Software update to believe that the BlackBerry smartphone is on a BlackBerry Enterprise Server, even if it has never been active on one.
Resolution
Cause 1
If the BlackBerry smartphone was previously activated on a BlackBerry Enterprise Server and still contains BlackBerry Enterprise Server service books, the software update will not proceed.
Resolution 1
To resolve this issue, delete all BlackBerry Enterprise Server service books from the BlackBerry smartphone and then update the BlackBerry Device Software.
To delete service books, complete the following steps:
- From the Home screen of the BlackBerry smartphone, select Options.
- Select Advanced Options.
- Select Service Book.
- Search for BlackBerry Enterprise Server service books that start with the word Desktop. For example, Desktop[CMIME].
- For each service book found, highlight it, display the menu and then select Delete. Note: BlackBerry smartphone users currently active on a BlackBerry Enterprise Server should not delete the BlackBerry Enterprise Server service books from the BlackBerry smartphones. Doing so will result in some loss of functionality on the BlackBerry smartphone.
Cause 2
A previously reported issue regarding a version of the Facebook® for BlackBerry smartphones application as outlined in KB18078. This issue causes the web-based BlackBerry Device Software update to believe that the BlackBerry smartphone is on a BlackBerry Enterprise Server, even if it has never been active on one.
Resolution 2
See KB18078 for instructions to resolve this issue.
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