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Handheld Issue Has Me Stumped
 
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Old 07-09-2010, 10:39 AM
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Default Handheld Issue Has Me Stumped

This issue has me stumped. Help!

Sprint 8530
BES 4.1.7 Domino

A week or two ago a users device went into a reboot cycle. Up until then everything was working fine. The user got a replacement device and everything was fine until he did an enterprise activation. After completing the EA he was prompted to reboot. He did and the reboot cycle started all over again. This is when he actually opened a ticket up that I got.

The user was already in the process of getting another replacement device. I speculated that since the issue occurred after EA that maybe something was restoring to the device from BES. I had the BES account and state database deleted to remove that as a possibility.

User got his new replacement device (3rd device total) and we activated it yesterday morning. Same thing. After EA the device went back into a reboot cycle. Now I am confused.

Yesterday afternoon I took a test device (AT&T 9700) and activated it with his BES account. Of course it worked perfectly. Rebooted after EA but just the one time. Getting more confused.

This morning I remoted into the guys PC and installed the latest Sprint 8530 device OS. Then tried to use javaloader to wipe the device. It took me 15 minutes just to get the wipe command to take. A half dozen times it looked like it was going to take but after waiting 1-2 minutes failed with an abnormal termination error. In the long run it did finally take and the device had a 505/507 error message indicating the OS needed reloaded.

I ran loader.exe to try and reinstall the device OS but it wouldn't connect. The PC sees that connected device in Device Manager (shows as BlackBerry Smartphone) but apploader sees nothing.

Did some searching and found others experiencing the same problems. However, not much consensus on the cause.

Help!

Doug
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Old 07-09-2010, 09:54 PM
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What OS is on the device? Maybe it's an OS issue?
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Old 07-10-2010, 02:03 PM
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That was hard to determine since the device was in the reboot cycle. However, I worked my the TCOMM group and they contacted Sprint. Our rep indicated that this is a known issue and the solution is to upgrade the OS. My only problem right now is that I cant get AppLoader to connect to the device to upgrade the OS.
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Old 07-11-2010, 11:52 PM
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KB22488 - View Document
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