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BlackBerry® Enterprise Service 10

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New Contributor
Posts: 7
Registered: ‎08-06-2014
My Device: Z10
My Carrier: Telus

BES 10.2.3 Install Error

Hello,

 

I am running into an issue at the end of the install process when it is applying changes during the finalize installation. here is the error I found in the logs

 

<#01>[10000] (08/05 11:31:08.923):{0xD78} QBCertificatesCon:Apply: Failed to update the registry.
<#01>[10000] (08/05 11:31:08.923):{0xD78} CDataContainer:oApplyImpl: CQBCertificatesCon failed to apply. Result: 24.
<#01>[10000] (08/05 11:31:08.923):{0xD78} CProduct:oApply: Failed to apply [CQBCertificatesCon]
<#01>[10000] (08/05 11:31:08.923):{0xD78} [CQBCertificatesCon::UpdateEMWSRegistry]: Failed to get the EMWSConfigKey value
<#01>[10000] (08/05 11:31:08.923):{0xD78} CInstallStepSeq::ApplyProduct: Apply product failed, asking user to retry
any help would be greatly appreciated. upgrading from 10.2.0 install on a windows 2008 R2 server.

Super Contributor
Posts: 278
Registered: ‎04-01-2008
My Device: Z30

Re: BES 10.2.3 Install Error

Hi,

 

Could you post what was happening right before the first error.

 

Thanks

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New Contributor
Posts: 7
Registered: ‎08-06-2014
My Device: Z10
My Carrier: Telus

Re: BES 10.2.3 Install Error

I am re running the install now as I reverted back to a previous snapshot of the server so i no longer have the logs. Will post once the install error's out.

New Contributor
Posts: 7
Registered: ‎08-06-2014
My Device: Z10
My Carrier: Telus

Re: BES 10.2.3 Install Error

#03>[30000] (08/06 10:39:25.631):{0x2A38} CDataContainer:Smiley Very HappyoApplyImpl: Attempting to run CQBCertificatesCon::Apply()
<#03>[30000] (08/06 10:39:25.631):{0x2A38} QBCertificatesCon:ReadRootCertificateDataFromDatabase: root certificate was found.
<#04>[40000] (08/06 10:39:25.678):{0x2A38} QBCertificatesCon::WriteRootCertificateDataToFile: Wrote the cert data to file.
<#04>[40000] (08/06 10:39:25.678):{0x2A38} QBCertificatesCon::WriteRootCertificateDataToFile: Wrote the key data to file.
<#03>[30000] (08/06 10:39:25.678):{0x2A38} QBCertificatesCon:WriteRootCertificateDataToFile res was [0]
<#03>[30000] (08/06 10:39:25.694):{0x2A38} QBCertificatesCon:IsLocalCertificateAlreadyInDatabase: Found the certificate for the current server [1].
<#03>[30000] (08/06 10:39:25.694):{0x2A38} QBCertificatesCon:IsLocalCertificateAlreadyInDatabase res was [1]
<#04>[40000] (08/06 10:39:25.694):{0x2A38} QBCertificatesCon::IsCertificateUsingWildcard: Wrote the key data to file [C:\Program Files (x86)\Research In Motion\BlackBerry Enterprise Service 10\EMWSCertTemp.csr].
<#03>[30000] (08/06 10:39:25.694):{0x2A38} CCertificateWrapper starting...
<#03>[30000] (08/06 10:39:25.694):{0x2A38} JavaKeytoolHelper::GenerateListingOfKeyStoreFile - Commandline: ["C:\Program Files (x86)\Java\jre1.7.0_55\bin\java.exe" -Duser.country=US -Duser.language=en sun.security.tools.KeyTool -printcert -v -file "C:\Program Files (x86)\Research In Motion\BlackBerry Enterprise Service 10\EMWSCertTemp.csr" -noprompt ]
<#03>[30000] (08/06 10:39:26.037):{0x2A38} JavaKeytoolHelper::GenerateListingOfKeyStoreFile - Succeeded to produce listing file [C:\Users\BESadmin\AppData\Local\Temp\certificate_wrapper.txt]
<#03>[30000] (08/06 10:39:26.037):{0x2A38} CCertificateWrapper::ReadCertWithKeytool: successfully read certificate file [C:\Program Files (x86)\Research In Motion\BlackBerry Enterprise Service 10\EMWSCertTemp.csr].
<#03>[30000] (08/06 10:39:26.037):{0x2A38} CCertificateWrapper:Smiley TonguearseCertificate: Successfully read certificate info, now parsing.
<#02>[20000] (08/06 10:39:26.037):{0x2A38} CCertificateWrapper::ConvertKeytoolDateString: successfully converted [Wed Dec 11 05:08:29 PST 2013] to [12/11/2013 05:08:29]
<#02>[20000] (08/06 10:39:26.037):{0x2A38} CCertificateWrapper::ConvertKeytoolDateString: successfully converted [Sat Dec 09 05:08:29 PST 2023] to [12/09/2023 05:08:29]
<#01>[10000] (08/06 10:39:26.053):{0x2A38} CCertificateWrapper:Smiley TonguearseKeytoolCertInfo - The certificate line []
<#03>[30000] (08/06 10:39:26.053):{0x2A38} CPasswordDataCon::Base64Encode succeeded
<#03>[30000] (08/06 10:39:26.053):{0x2A38} CCertificateWrapper:Smiley TonguearseCertificate executed, result is [0]
<#03>[30000] (08/06 10:39:26.053):{0x2A38} CBASUtilitiesCon::QueryBASServerId returns [1], result was [0]
<#03>[30000] (08/06 10:39:26.053):{0x2A38} CBASUtilitiesCon::UpdateServiceInstanceDisplayVersion: Successfully updated the DisplayVersion [10.2.3.26]. InstalledOnServerId: 1.
<#03>[30000] (08/06 10:39:26.053):{0x2A38} CQBCertificatesCon::UpdateEMWSDisplayVersion: Successfully updated the DisplayVersion [10.2.3.26] with Type = 1. InstalledOnServerId: 1.
<#03>[30000] (08/06 10:39:26.053):{0x2A38} CBASUtilitiesCon::UpdateServiceInstanceDisplayVersion: Record not found. InstalledOnServerId: 1, PlugInId: 118, Type: 2.
<#03>[30000] (08/06 10:39:26.053):{0x2A38} CQBCertificatesCon::UpdateEMWSDisplayVersion: Successfully updated the DisplayVersion [10.2.3.26] with Type = 2. InstalledOnServerId: 1.
<#01>[10000] (08/06 10:39:26.053):{0x2A38} QBCertificatesCon:Apply: Failed to update the registry.
<#01>[10000] (08/06 10:39:26.053):{0x2A38} CDataContainer:Smiley Very HappyoApplyImpl: CQBCertificatesCon failed to apply. Result: 24.
<#01>[10000] (08/06 10:39:26.053):{0x2A38} CProduct:Smiley Very HappyoApply: Failed to apply [CQBCertificatesCon]
<#01>[10000] (08/06 10:39:26.053):{0x2A38} [CQBCertificatesCon::UpdateEMWSRegistry]: Failed to get the EMWSConfigKey value
<#01>[10000] (08/06 10:39:26.053):{0x2A38} CInstallStepSeq::ApplyProduct: Apply product failed, asking user to retry
<#03>[30000] (08/06 10:39:33.026):{0x2A38} CInstallStepSeq::ApplyProduct: User elected to cancel, exiting install
<#01>[10000] (08/06 10:39:33.026):{0x2A38} Script file section not defined for ID [2206]
<#03>[30000] (08/06 10:39:33.026):{0x2A38} Step ApplyProduct failed
<#01>[10000] (08/06 10:39:33.026):{0x2A38} [CInstallStepSeq::ApplyProduct]: Product application failed.
<#02>[20000] (08/06 10:39:33.026):{0x2A38} CDebugLogWrapper::CloseLog: The following return messages were saved during the install process:
<#01>[10000] (08/06 10:39:33.026):{0x2A38} [CMSIWrapper::Uninstall]: CMSIWrapper::Uninstall: Non-fatal failure during uninstall product [{33481265-1F72-4A06-8B4A-D395E9800F6D}] for [BDS Uninstaller Program]/[{F2B82A0A-3791-4A00-894B-71109D2C91D7}].
<#01>[10000] (08/06 10:39:33.026):{0x2A38} [CMSIWrapper::Uninstall]: CMSIWrapper::Uninstall: Non-fatal failure during uninstall product [{980B00EC-8580-4FB4-82C6-4703FA9045C2}] for [Config Tool BDS]/[{9DE5B517-CB59-49C4-A2C0-6E8988C61BF2}].
<#02>[20000] (08/06 10:39:33.026):{0x2A38} CDebugLogWrapper::CloseLog: End of saved return message list.
====== END OF LOG ======

Super Contributor
Posts: 278
Registered: ‎04-01-2008
My Device: Z30

Re: BES 10.2.3 Install Error

OK nothing stands out before the first error and the install is running fine. It's failing in its attempt to update one of the EMWS registry keys for whatever reason. Your best bet here is to contact BlackBerry support to understand what the process QBCertificatesCon is attempting to write/apply in the registry. I had a good look in the BlackBerry knowledge base and came up with nothing. However there were many KBs related to upgrade failures and each one is very different with regards to it's cause.

 

Support might have an internal KB for this saying as 10.2.3 is quite recent.

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New Contributor
Posts: 7
Registered: ‎08-06-2014
My Device: Z10
My Carrier: Telus

Re: BES 10.2.3 Install Error

appreciate you taking the time to look. Thx

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Super Contributor
Posts: 278
Registered: ‎04-01-2008
My Device: Z30

Re: BES 10.2.3 Install Error

You're welcome Smiley Happy
Don't forget to hit like if I resolved your issue! Smiley Happy