Blackberry PRD-10459-035 Administration Guide - Page 30

Monitor wireless application push failures, Error messages: Wireless application push

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Administration Guide Monitor wireless application push failures 6. To make sure that the application remains installed on a BlackBerry device, change the Disposition application control policy to Required. 7. Click OK. Monitor wireless application push failures You can retrieve information from the BlackBerry® Configuration Database to identify any issues with the wireless delivery of applications to BlackBerry devices. 1. In the BlackBerry Manager, in the left pane, click BlackBerry Domain. 2. Click the Software Config Status tab. 3. In the Name field, type the name of the user whose BlackBerry device you want to monitor. If you leave the Name field empty, the search applies to all users in the BlackBerry Domain. 4. In the Status field, click the status that you want to monitor. 5. To change the information that displays for each database entry, right-click a column heading. Select the columns that you want to display. 6. In the Entries per page field, type the maximum number of database entries to display. 7. Click Search. Error messages: Wireless application push To troubleshoot push failures for wireless applications, collect the following information: • BlackBerry® Policy Service log files from the day the issue was reported (log level 4 recommended) • BlackBerry Dispatcher log files from the day the issue was reported (log level 4 recommended) • BlackBerry device information If the preceding information does not address the issue, you might also require the following information: • BlackBerry Policy Service log files from the day the issue was reported (log level 6 recommended) • event log of the BlackBerry device from the day the issue was reported • system event logs and application event logs • software configuration files created on the network drive that the BlackBerry device is associated with • copy of the BlackBerry Configuration Database • SQL trace of the BlackBerry Policy Service communicating with the BlackBerry Configuration Database For more information about changing the log level for a BlackBerry® Enterprise Server component, visit www.blackberry.com/ support to read article KB04342. For information about how to obtain the event log of a BlackBerry device, visit www.blackberry.com/support to read article KB05349. Device timed out waiting for module This message appears when a BlackBerry device reports a timeout failure while waiting for the application modules. 28

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6.
To make sure that the application remains installed on a BlackBerry device, change the
Disposition
application control
policy to
Required
.
7.
Click
OK
.
Monitor wireless application push failures
You can retrieve information from the BlackBerry® Configuration Database to identify any issues with the wireless delivery of
applications to BlackBerry devices.
1.
In the BlackBerry Manager, in the left pane, click
BlackBerry Domain
.
2.
Click the
Software Config Status
tab.
3.
In the
Name
field, type the name of the user whose BlackBerry device you want to monitor. If you leave the
Name
field
empty, the search applies to all users in the BlackBerry Domain.
4.
In the
Status
field, click the status that you want to monitor.
5.
To change the information that displays for each database entry, right-click a column heading. Select the columns that you
want to display.
6.
In the
Entries per page
field, type the maximum number of database entries to display.
7.
Click
Search
.
Error messages: Wireless application push
To troubleshoot push failures for wireless applications, collect the following information:
•
BlackBerry® Policy Service log files from the day the issue was reported (log level 4 recommended)
•
BlackBerry Dispatcher log files from the day the issue was reported (log level 4 recommended)
•
BlackBerry device information
If the preceding information does not address the issue, you might also require the following information:
•
BlackBerry Policy Service log files from the day the issue was reported (log level 6 recommended)
•
event log of the BlackBerry device from the day the issue was reported
•
system event logs and application event logs
•
software configuration files created on the network drive that the BlackBerry device is associated with
•
copy of the BlackBerry Configuration Database
•
SQL trace of the BlackBerry Policy Service communicating with the BlackBerry Configuration Database
For more information about changing the log level for a BlackBerry® Enterprise Server component, visit
www.blackberry.com/
support
to read article KB04342. For information about how to obtain the event log of a BlackBerry device, visit
www.blackberry.com/support
to read article KB05349.
Device timed out waiting for module
This message appears when a BlackBerry device reports a timeout failure while waiting for the application modules.
Administration Guide
Monitor wireless application push failures
28