KB14551 - BlackBerry Policy Service stops responding and returns the error "Failed with returned code 10" during an automatic application control policy update

Environment

* BlackBerry® Enterprise Server
* SDR137620

Overview

When an application is installed and a software configuration is applied in BlackBerry Enterprise Server software version 4.1 Service Pack 4 (4.1.4) and BlackBerry Enterprise Server software version 4.0 Service Pack 7 (4.0.7), the BlackBerry Policy Service stops responding every four hours during the poll for missing applications.

The following appears in the logs:

Cause

There are problems reading an application file in the PackageCache folder.

Resolution

To resolve this issue, upgrade to BlackBerry Enterprise Server software version 4.1 Service Pack 5 (4.1.5).

Workaround

The purpose of the automatic application control policy update is to support administrators who replace .cod files of third-party applications within the Shared Applications folder of a software configuration without re-indexing the share. It is safe to turn off this functionality. Turning off this functionality will not affect other application push functionalities. However, if any changes are made to the shared Applications folder, you will have to manually re-index the third-party application list. For more information, see KB03748.

There are multiple possible workarounds for this problem.

Workarounds

1. Disable the automatic refresh of the application control policy.
2. Remove the software from the shared directory.

Workaround 1

Warning: The following procedure involves modifying the computer registry. This can cause substantial damage to the Windows® operating system. Document and back up the existing registry entries prior to implementing any changes.

To turn off the automatic application control policy update functionality, complete the following steps:

1. Click Start and then Run.
2. Type regedit and then press ENTER.
3. Go to HKEY_LOCAL_MACHINE\Software\Research In Motion\BlackBerry Enterprise Server\BlackBerry IT Admin Server\.
4. Create a new DWORD value and name it DisableAppControlPolicyUpdates.
5. Modify DisableAppControlPolicyUpdates and set the numerical value to 1.
6. Restart the BlackBerry Policy Service.

Workaround 2

To remove the software from the shared directory, complete the following steps:

1. Open the Control Panel and uninstall the BlackBerry® Device Software.
2. Open a command prompt and type cd \Program Files\Common Files\Research In Motion\Apploader\.
3. Type loader.exe /reindex. The application loader tool updates the software index structure in the network drive and adds any missing index files.

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Si MCTS
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