KB17008 - A message is displayed stating that a user can not upgrade the BlackBerry software because they are active on a BlackBerry Enterprise Server

Environment

BlackBerry Smartphones

Overview

Even though a user is not active on a BlackBerry Enterprise Server; when the user tries to update the BlackBerry handheld software using the web-based BlackBerry Device Software update page (BlackBerry - Update your Device Software), a message is displayed indicating that the process can not continue because the BlackBerry is active on a BlackBerry Enterprise Server.

Cause

If the BlackBerry was previously activated on a BlackBerry Enterprise Server and still contains BlackBerry Enterprise Server service books, the software update will not proceed.

Resolution

Delete all BlackBerry Enterprise Server service books from the BlackBerry as follows and then attempt the software update again:

1. From the BlackBerry home screen, choose Options.
2. Choose Advanced Options.
3. Choose Service Book.
4. Search for BlackBerry Enterprise Server service books which start with the word Desktop. For example, Desktop[CMIME].
5. For each service book found, highlight it and then select the BlackBerry menu button and choose Delete.

Additional Information

Users currently active on a BlackBerry Enterprise Server should not delete the BlackBerry Enterprise Server service books from their BlackBerry. Doing so will cause loss of some functionality.

The original knowledge base article number for this issue was KB16487.

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Si MCTS
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