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New Contributor
Posts: 2
Registered: ‎11-09-2012
My Device: Torch 9810
My Carrier: vodafone

Blackberry Bridge issues after update

New to the forum and need help!

 

I have a Torch 9810 and PlayBook

Torch 9810 7.1 bundle 2061

Blackberry Bridge 2.1.0.26

PlayBook OS 2.1.0.1088

BES is used

 

The Bridge connects to the PlayBook and will allow remote control and bridge browser to be used. However, although the email, text and BBM alert icons appear on the PlayBook they cannot be opened. The Bridge contacts and calender will also not open on the Playbook.

 

When attempting to open Text messages on the PlayBook the notice "Text Messages was disabled by IT policy" is displayed. There is no IT Policy in place.

 

When attempting to open BBM on the PlayBook the notice "You must accept the BlackBerry Messenger Licence Agreement on your smartphone to use BBM on your PlayBook". It has been accepted on the phone.

 

I've tried unpairing, rebooting both devices and repairing to no avail.

 

Any ideas appreciated

 

 

 

Hall of Famer III
Posts: 58,165
Registered: ‎11-28-2008
My Device: DTEK50 (AAH108), PRIV (AAH995), Z10/Z30/Q10 (10.3.2.2813), Playbook (2.1.0.1917)
My Carrier: TMobile USA

Re: Blackberry Bridge issues after update

Hi and Welcome to the Community!

 

Contrary to your belief, there is indeed an IT Policy on the BB...the error message is quite clear on that point. While it is possible to check for an IT Policy via this procedure:

  • KB30076 How to check for an IT Policy on a BlackBerry smartphone

it is also possible for there to be a "stealth" IT Policy, which gives no hint of its existence save for those error messages. If your BB truly is not now associated with any BES system, then there are procedures you can follow to cleanse it of the latent IT Policy (which could be there as a result of, sometime in its life, the BB being associated with BES...but not being properly cleansed when it was removed from BES...it's not an automatic process to remove the IT Policy). On the other hand, if your BB is associated with BES, then you need to talk to your BES admins for assistance as they control everything.

 

To cleanse your BB, first take a full backup:

  • KB12487 How to back up BlackBerry smartphone data using BlackBerry Desktop Software for Windows

Next, take a manual inventory of all of your add-on apps, license keys, etc...this process will return your BB to a NIB state, and you will have to reinstall everything from scratch (and, before you ask, no there is no other way).

 

Next, conduct this process:

  • KB31291 How to reset a BlackBerry smartphone to factory settings using BlackBerry Desktop Software

 

 

Now, get your BB properly running on your carrier network, by conducting the following steps, in order, even if they seem redundant to what you have already tried (steps 1 and 2 each should result in a message coming to your BB...please wait for that before proceeding to the next step):


1) Register HRT

  • KB00510 How to register a BlackBerry smartphone with the wireless network
  • Please wait for one "registration" message to arrive to your Messages app

2) Delete and Resend Service Books

  • KB05000Delete the service book for the BlackBerry Internet Service email account from the BlackBerry smartphone
  • If you have no CMIME entry, then skip the deletion
  • KB02830 Send the service books for the BlackBerry Internet Service
  • Please wait for "Activation" Messages, one per already configured email account, to arrive in your Messages. If you have no already configured email accounts, please wait 1 hour.

3) Batt Pull Reboot

  • Anytime random strange behavior or sluggishness creeps in, the first thing to do is a battery pop reboot. With power ON, remove the back cover and pull out the battery. Wait about a minute then replace the battery and cover. Power up and wait patiently through the long reboot -- ~5 minutes. See if things have returned to good operation. Like all computing devices, BB's suffer from memory leaks and such...with a hard reboot being the best cure.

 

Next, do a SELECTIVE restore from the backup you took earlier...do not do a wholesale restore, if you do, you will restore the offending IT Policy and be right back where you started. Skip over any databases that are not critical, especially those that have anything at all to do with IT Policy:

  • KB10339 How to use BlackBerry Desktop Software to restore data to a BlackBerry smartphone from a backup file
  • KB03974 BlackBerry smartphone database list

Now, reinstall all of your apps, reapply those license keys, and reconfigure to your preferred settings. With all of that, you should be cleansed of the IT Policy and should be able to perform the things you desire.

 

Good luck!


Occam's Razor nearly always applies when troubleshooting technology issues!

New to the Community? Click here and also here for helpful guidance. Also please click here for additional helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions. If anyone has been helpful to you, please show your appreciation by clicking the button. Need a reference to BB10 OS/SR versions? Click here. Need a specific BB10 AutoLoader? Send me a private message.

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New Contributor
Posts: 2
Registered: ‎11-09-2012
My Device: Torch 9810
My Carrier: vodafone

Re: Blackberry Bridge issues after update

Many thanks for this.

 

I should have noted that my device is connected to BES.

 

When I follow your proceedure the 9810 and Playbook bridge connection is good. However, when connection to the BES is reestablished the orginal problems are reinstated. I have noticed that when connected to BES the firewall on the phone is turned on and cannot be disabled.

 

The BES administrators do not seem to be able to help so any further suggestions would be very welcome.

Hall of Famer III
Posts: 58,165
Registered: ‎11-28-2008
My Device: DTEK50 (AAH108), PRIV (AAH995), Z10/Z30/Q10 (10.3.2.2813), Playbook (2.1.0.1917)
My Carrier: TMobile USA

Re: Blackberry Bridge issues after update

Hello,

Oh...that indeed changes everything! Since you are on BES, everything I recommended above is void...well, maybe not...you did manage to prove that it's the IT Policy, placed onto your BB by BES, that is the root cause.

Your BES admins can seek help from other BES admins in the "Business Support Forums" area of this site...but it is your BES admins that must resolve this, they control everything.

Good luck!

Occam's Razor nearly always applies when troubleshooting technology issues!

New to the Community? Click here and also here for helpful guidance. Also please click here for additional helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions. If anyone has been helpful to you, please show your appreciation by clicking the button. Need a reference to BB10 OS/SR versions? Click here. Need a specific BB10 AutoLoader? Send me a private message.

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