User`s guide

Apriva
®
BT200-T Device Utility for RIM
®
Mobile Devices Installation and User’s Guide
© Copyright 2010 Apriva Page 26 September 2010
Errors and Error Messages
The following tables provide information to help you troubleshoot errors and
error messages that you may experience with the reader or mobile device. For
errors not defined here or for additional technical support, contact Apriva
Technical Support. See Apriva Technical Support on page 30.
Installation Errors
Table 6 shows installation errors and possible solutions.
Error or Message Possible Solution
“Invalid Configuration – The
application Apriva Device
Utility cannot be loaded
because some required
files are not available.”
The S/MIME has not been installed or the installation
was corrupted. Make sure you have the latest updates
for the RIM OS, BlackBerry Desktop Manager, and the
S/MIME. After you have successfully installed the
S/MIME, re-install the Apriva Device Utility.
“Digital Signatures for the
Application, ‘Apriva Device
Utility’ are not valid/or
missing.”
This is a Blackberry Enterprise Server (BES) error.
Third Party Downloads and Third Party Serial
Connections must be enabled. Do this immediately,
because after the policies are changed, they need to
populate down to the mobile device. The mobile device
must be in coverage to receive the updated policies.
“Device Program is Bad.” This error appears when trying to load the Apriva
Device Utility on top of an already installed Apriva
Device Utility. First using the BlackBerry Desktop
Manager, delete the current Apriva Device Utility off the
mobile device (see
Installing the Apriva Device Utility on
page 6). After uninstalling the current Apriva Device
Utility, download the latest version and reinstall.
“Error Loading S/MIME
Package
.”
This is a RIM error. The S/MIME version conflicts with the
mobile device version. Make sure the correct mobile
device and S/MIME package are present and re-install.
This error can also mean the RIM
mobile device software
has not been fully installed.
Apriva Device Utility Icon
Not Present After Loading
Driver.
Use BlackBerry Desktop Manager to delete the Apriva
Device Utility. After it is deleted, download the latest driver
and reinstall the Apriva Device Utility. This error is seen
when users bypass the following error message, "Digital
Signatures for Apriva Device Utility not valid". If you
receive that error, have the BES
administrator enabled
third Party Downloads. When the policy has been
populated to the mobile device, install the Apriva Device
Utility and the icon will appear.
Table 6 – Installation errors