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KB15663 - Configuration Status in BlackBerry Manager shows "Device not supported"
 
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Old 09-16-2009, 09:19 PM
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Default KB15663 - Configuration Status in BlackBerry Manager shows "Device not supported"

KB15663 - Configuration Status in BlackBerry Manager shows "Device not supported"


Environment

  • BlackBerry® Enterprise Server version 4.1 SP6



Overview

After applying a Software Configuration to a user or group of users, an error message is displayed, indicating that the device is not included in Device.xml. After clicking OK to acknowledge the error message, the Configuration Status in the BlackBerry Manager displays the status Device not supported.



Cause

The files used by the BlackBerry Enterprise Server to create the files in the packagecache folder are not present in the Shared folder on the network share.



Resolution

Complete the following steps to confirm the following:
  • The BlackBerry smartphone is included in Device.xml, in the folder <drive>:\Program Files\Common Files\Research In Motion\Apploader. If the BlackBerry smartphone is not included, add it to the file. See article KB13589 for instructions on how to add a BlackBerry smartphone.
  • The folder <drive>:\Program Files\Research In Motion\BlackBerry Enterprise Server\PackageCache on the BlackBerry Enterprise Server is empty.
  • The following error message appears in the BlackBerry Manager log file (MNGR):
[40000] (12/19 11:57:00.992):{0x17E8} Syntax error in devicexml line 0, column 0. Reason: XML document must have a top level element.
Complete the following steps to resolve this issue:
  1. Populate <drive>:\Program Files\Common Files\Research In Motion\Shared on the server that contains the network share by creating the Applications folder. Refer to article KB03748 for instructions.
  2. Re-index the application:
    1. At the command prompt go to <drive>:\Program Files\Common Files\Research in Motion\Apploader.
    2. Run the command loader /reindex.
  3. Go to <drive>:\Program Files\Common Files\Research in Motion\Shared\Applications and make sure that the files pkgdbcache.xml and specification.pkg are present in the folder.
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