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KB19175 - "Device Status Unknown" when try to push an application from a software ...
 
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Old 09-21-2009, 08:50 PM
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Default KB19175 - "Device Status Unknown" when try to push an application from a software ...

KB19175 - "Device Status Unknown" when try to push an application from a software configuration


Environment

  • BlackBerry® Enterprise Server version 4.0 to 4.1
  • BlackBerry smartphone
  • SDR202297



Overview

Software configurations are not pushed to the BlackBerry smartphone. In BlackBerry Manager, the Application Status field for the software configuration indicates 'Device Status Unknown'.
The following error message appears in the BlackBerry Policy Service (POLC) log file:
RequestHandler::PollForMissingApps: GetHHCodePackages failed with the error: HHCM_NO_STATE_INFO_FOR_PIN
Note: Though the POLC log line is similar to the error message in knowledge base article, KB10644, the Cause is different. The information displayed in the BlackBerry Manager and Application Status field is also different.



Cause

The BlackBerry smartphone (read-only) information is missing from the BlackBerry Manager. This information should be displayed under the Edit Properties menu for the BlackBerry smartphone user. This information may be missing as a result of an incomplete slow syncronization, or an attempt to manually rebuild the BlackBerry smartphone (read-only) information using workaround 1 or 2.



Resolution

Update the BlackBerry® Device Software to one of the following versions:
  • 4.6.1.15
  • 4.6.0.99
  • 4.6.0.102
  • 4.5.0.100
  • 4.5.0.102
  • 4.5.0.2



Workaround

Workaround 1:

Use the SyncRequest Tool from the BlackBerry Resource Kit to manually update the Handheld Agent database. Note: It might take a couple of minutes for this information to be pulled from the BlackBerry smartphone.

** SyncRequest Tool **
To run the SyncRequest Tool using the default windows authentication complete the following steps:
C:\BRK416\SyncRequest>syncrequest -n SQL2K5.CSO.TESTNET.RIM.NET -db BESMGMT -sync "Handheld Agent" -value_type "emailaddress" -value "administrator@csoa.testnet.rim.net"

BlackBerry(R) Sync Request Tool Version 4.1.6.4
Copyright (c) Research In Motion, Ltd. 2000-2008. All rights reserved.
Modification date: Jul 23 2008

[20000] (11:45:30.463):{0x1110} Connecting to Configuration Database...
[20000] (11:45:30.650):{0x1110} Connected.
[20000] (11:45:30.650):{0x1110} Sync requests to be added for users by: email ad
dress
[20000] (11:45:30.666):{0x1110} Database to sync: Handheld Agent
[20000] (11:45:30.666):{0x1110} Starting...
[20000] (11:45:30.681):{0x1110} ...done
[20000] (11:45:30.681):{0x1110} Attempted sync requests: 1
[20000] (11:45:30.681):{0x1110} Successfully added sync requests: 1
[20000] (11:45:30.681):{0x1110} The "BlackBerry Synchronization Service" must be
restarted on the corresponding BES server before sync request(s) can be process
ed

C:\BRK416\SyncRequest>
Note:This tool will be use your Windows NT® credentials when it accesses the BESMmgt database on the Microsoft® SQL Server®. Please ensure that your Windows NT account has the appropriate privileges for the database as specified in the BlackBerry Installation guide. Database owner (dbo) privileges should be sufficient.


The BlackBerry Device (read-only) information will be rebuilt and the CMNG Log will display something like this for the account you specified.
[40009] (07/22 11:46:41.883):{0x51C} {Administrator.28} Add request received. Target=Handheld Agent, TableID=1, GUID=1236723944, CmdID=-1159, status=200
[40009] (07/22 11:46:41.898):{0x51C} {Administrator.28} Add request received. Target=Handheld Agent, TableID=1, GUID=1236723945, CmdID=-1160, status=200
[40009] (07/22 11:46:41.914):{0x51C} {Administrator.28} Add request received. Target=Handheld Agent, TableID=1, GUID=1236723946, CmdID=-1161, status=200
[40009] (07/22 11:46:41.914):{0x51C} {Administrator.28} Add request received. Target=Handheld Agent, TableID=1, GUID=1236723947, CmdID=-1162, status=200
[40009] (07/22 11:46:41.914):{0x51C} {Administrator.28} Add request received. Target=Handheld Agent, TableID=1, GUID=1236723948, CmdID=-1163, status=200
[40009] (07/22 11:46:41.930):{0x51C} {Administrator.28} Add request received. Target=Handheld Agent, TableID=1, GUID=1236723949, CmdID=-1164, status=200
[40009] (07/22 11:46:41.930):{0x51C} {Administrator.28} Add request received. Target=Handheld Agent, TableID=1, GUID=1236723950, CmdID=-1165, status=200
[40009] (07/22 11:46:41.945):{0x51C} {Administrator.28} Add request received. Target=Handheld Agent, TableID=1, GUID=1236723951, CmdID=-1166, status=200
[40009] (07/22 11:46:41.945):{0x51C} {Administrator.28} Add request received. Target=Handheld Agent, TableID=1, GUID=1236723952, CmdID=-1167, status=200
[40009] (07/22 11:46:41.961):{0x51C} {Administrator.28} Add request received. Target=Handheld Agent, TableID=1, GUID=1236723953, CmdID=-1168, status=200
[40009] (07/22 11:46:41.961):{0x51C} {Administrator.28} Add request received. Target=Handheld Agent, TableID=1, GUID=1236723954, CmdID=-1169, status=200
[40009] (07/22 11:46:41.961):{0x51C} {Administrator.28} Add request received. Target=Handheld Agent, TableID=1, GUID=1236723955, CmdID=-1170, status=200


Workaround 2:
Toggle the Automatic BlackBerry Device Management Setting from True to False and then back to True.

Workaround 3:
If Workarounds 1 and 2 do not update the application list from the BlackBerry smartphone, enterprise activate the BlackBerry smartphone without wiping the BlackBerry smartphone.

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