KB10644 - "Device State Invalid Error" when trying to push a software configuration


Environment

• BlackBerry® Enterprise Server version 4.0 to 4.1
• BlackBerry smartphones
• SDR117635
• SDR118056
• SDR180382

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Overview

Software configurations are pushed incorrectly to the BlackBerry smartphone. In BlackBerry Manager, the Status field for the BlackBerry smartphone indicates Device State Invalid.
The following error messages appear in the BlackBerry Policy Service (POLC) log file:
[30000] (01/01 00:00:00.000):{0xF6C} Device contains various instances of module group "Module.Group.Name"
[20000] (01/01 00:00:00.000):{0xF6C} The current state for PIN ###### is not available.
[20000] (01/01 00:00:00.000):{0xF6C} {user@domain.com, PIN=######, UserId=##}RequestHandler::PollForMissingApps: GetHHCodePackages failed with the error: HHCM_NO_STATE_INFO_FOR_PIN.
Or:
[30000] (01/01 00:00:00.000):{0xF6C} Device contains various instances of module "Module.Name"
[20000] (01/01 00:00:00.000):{0xF6C} The current state for PIN ###### is not available.
[20000] (01/01 00:00:00.000):{0xF6C} {user@domain.com, PIN=######, UserId=##}RequestHandler::PollForMissingApps: GetHHCodePackages failed with the error: HHCM_NO_STATE_INFO_FOR_PIN.

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Cause

The BlackBerry Enterprise Server monitors the applications, and their modules, that are installed on BlackBerry smartphones. The BlackBerry Enterprise Server has detected that it has multiple records for the same application or module for a particular BlackBerry smartphone. This creates a conflicting state for the BlackBerry Enterprise Server and the described log lines are printed. This is caused when the BlackBerry smartphone does not correctly report back to the BlackBerry Enterprise Server changes to it's application list.

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Resolution

This issue has been addressed in BlackBerry® Device Software version 4.5.0.115 for EDGE smartphones and 4.5.0.129 for CDMA smartphones. To upgrade your BlackBerry smartphone to BlackBerry Device Software version 4.5 follow the instructions found in KB03901. You may need to download the BlackBerry Device Software from your wireless service provider's web site.
After upgrading to BlackBerry Device Software version 4.5, you must delete the duplicate entries that exist in the BlackBerry Configuration Database to allow the software configuration to be pushed to the BlackBerry smartphone. A Structured Query Language (SQL) script has been created by our development team to remove duplicate modules in the database. To request this script, contact technical support and refer to SDR118056.

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Was anyone able to get the SQL script from RIM? We don't have a support contract with them unfortunately.

delete from syncdevicemgmt
where userconfigid in (select userconfigid from syncdevicemgmt where TableId=2 and Data like '%'+'net_module_name'+'%'+1.0+'%')
and
userconfigid in (select userconfigid from syncdevicemgmt where TableId=2 and Data like '%'+'net_module_name'+'%'+2.0+'%')
and
Data like '%'+'net_module_name'+'%'+1.0+'%'