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5: Upgrading the BlackBerry Enterprise Server using an in-place process
Troubleshooting the BlackBerry Enterprise Server upgrade
process
Resolving issues during the upgrade process
Symptom Possible solution
You encounter errors when previewing the user migration. 1. Browse to the location that you specified for the migration log file.
2. Check the log file for errors.
3. Preview the user migration again, using the -e parameter to create an
extended log file that contains events reported by other components (for
example, the BlackBerry Configuration Database).
Notes:
The the extended log file contains user’s BlackBerry information that is
stored in the mailbox, which may be sensitive, for example, encryption
keys.
The extended log file is large, so the computer on which you create the log
file must have a large volume of free hard disk space
You cannot resolve errors that occur when migrating user
accounts.
1. Remove the user accounts from the BlackBerry Enterprise Server before
you start the upgrade.
2. Add the user accounts to the BlackBerry Enterprise Server when the
upgrade is complete.
3. Activate users’ BlackBerry devices over the wireless network.
You encounter errors while upgrading the BlackBerry
Configuration Database.
1. Browse to the C:\Program Files\Research In Motion\BlackBerry
Enterprise Server\Logs\Installer folder, or to the location that you defined
in the setup program.
2. Locate the DB_InstallV<YYMMDDHHMMSS>.log, where
<YYMMDDHHMMSS> specifies the date and time in 24-hour clock format
when you upgraded the BlackBerry Configuration Database.
3. Check the log file for errors.
You cannot resolve errors that occur when upgrading the
BlackBerry Configuration Database, and you want to restore
the backup that you made with the BlackBerry Database
Backup tool.
1. On the server where the BlackBerry Configuration Database is located, at
the command prompt, switch to the Tools folder in the BlackBerry
Enterprise Server installation media.
2. Type BlackBerryDBRestore.exe
.
3. Type the same parameters that you used when you created the database
backup. See “Back up the BlackBerry Configuration Database” on page 41
for more information.
4. Press ENTER.
One of the third-party tools installed by the setup program
does not install successfully and the setup program ends.
1. In the BlackBerry Enterprise Server installation media, open the Tools
folder and locate the program that you want to install.
2. Install the third-party tool manually.
3. Restart the setup program.