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03-22-2013 07:37 AM
Since tuesday we have the same problem.
On monday it worked without any problems. Tuesday we just deleted our app (to delete savegames and purchased in app content) and tried to download it again. So the settings and OS at our Z10 devices are the same as on monday and also the build of our app at the server is the same. But since tuesday we only get the "Unable to update customer device info".
Z10 STL100-1 "London"
OS Version 10.0.10.648
BB World Version 220.127.116.11
Z10 STL100-3 "Lisbon"
OS Version 10.0.10.684
BB World Version 18.104.22.168
Carrier: Vodafone DE / WiFi
- Development mode is on
- Debug token is installed and valid
- BB ID is entered in the vendor portal sandbox section
- Payment Options are entered (we were able to use it for in app purchases in our app on monday)
- WiFi works (we can download apps at the BB World)
03-22-2013 08:29 AM - edited 03-27-2013 09:27 AM
I can't seem to reproduce this internally. Could someone please reproduce the issue then send me their logs?
03-22-2013 11:43 AM
I have received logs and escalated to the BlackBerry World client team to investigate. I will keep this thread posted with details.
03-22-2013 11:51 AM
I need an incident number in order to create a report on BB 10.
What is the incident number?
I understand you have recieved logs from someone already. Will it help if I send logs too?
03-22-2013 11:52 AM
You can use a fake INC number but submit using Option 2. Couldn't hurt to have another set of logs on hand just in case.
03-22-2013 12:26 PM - edited 03-22-2013 12:26 PM
I cant use a fake incident number.
It keeps saying "invalid incident number" and will not let me click on "create"
I had the same problem. Your fake incident number needs to have 8 digits after
To be on the safe side...afterwards you can "send" the report to the support but you'll get an e-mail with an error message that the support can't help you because it's not a valid incident number.
You have to send the log file directly to Garett via e-mail.
Here's how to access the logfile on your device:
under section Option 2 - Generate and submit logs without a wireless Internet connection