Verify that the BlackBerry Synchronization Service can access the BlackBerry Configuration Database. If necessary, restart
the BlackBerry Configuration Database.
Failed to delete item
The BlackBerry Synchronization Service cannot delete the value of the standard application settings because the
BlackBerry Configuration Database is unavailable.
Verify that the BlackBerry Synchronization Service can access the BlackBerry Configuration Database. If necessary, restart
the BlackBerry Configuration Database.
Failed to create an instance of the XML DOM document
The BlackBerry Synchronization Service cannot create XML data for the standard application settings.
Failed to load XML document
The BlackBerry Synchronization Service cannot load XML data for the standard application settings.
Invalid GUID
The BlackBerry Synchronization Service received an invalid globally unique identifier from the BlackBerry device.
Invalid/unknown command
The BlackBerry Synchronization Service received an invalid command from the BlackBerry device.
Related information
Restarting BlackBerry Enterprise Server components,
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Error messages: IT policy tasks
To troubleshoot errors that display for a task when you send an IT policy to a BlackBerry device or update an IT policy on a
BlackBerry device, you can try to determine the cause by collecting 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 Administration Service log files from the day the issue was reported (log level 4 recommended)
• BlackBerry device information (for example, the BlackBerry device model, BlackBerry Device Software version,
wireless service provider, IT policy assigned to the BlackBerry device, service books on the BlackBerry device, and so
on)
• event log of the BlackBerry device from the day the issue was reported
If the preceding information does not help you to address the issue, you can collect the following information:
• BlackBerry Policy Service log files from the day the issue was reported (log level 6 recommended)
• system event logs
• copy of the BlackBerry Configuration Database
• SQL trace of the BlackBerry Policy Service that communicates with the BlackBerry Configuration Database
Administration Guide
Sending software and BlackBerry Java Applications to BlackBerry devices
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