RESOLVED:Internal Error Occured- Summary of trouble shooting

SyBorg · Last edited by SyBorg on Wed Apr 28, 2010 7:59 am; edited 3 times in total

A thread to summarise the situation with error "Internal error occured. Please restart application and try again" and what support and I have tried so far. Users that I believe have this issue:
SyBorg
jpy63
manishp
maltic
oscarsole
paulc_london
brohmank

Symptom : Telmap 5 beta fails to start on Blackberry 8900. BES version 5.11.28. The load progress bar gets to about a third along and then the application fails with message "Internal error occured. Please restart application and try again". This error has been seen since 11 March when installing Telmap on a new 8900 but may have occured early but not seen as not used for a few days.
One thing noticed is that there is significant time taken to set the permissions when first starting the application. It takes about 30 minutes.

1) Restarting the application / blackberry and doing battery pulls does not resolve the issue.
2) All permissions are set to allow and the firewall prompts are reset - no difference
3) The original firmware on my Blackberry was 4.6.1.310. In Desperation I have now tried a new firmware 5.0.0.461 - no difference.
4) Setting permissions duing install rather than at first run does not help.
5) Version 4.5 still works for me - but not the 'normal' install only the one available here http://downloads.telmap.com/tug/install/TUG_Versions/BB/BB_480x360/BES/TelmapNavigator_full.jad This link was provided to me by the TUG Admin after a problem installing 4.5
6) I've captured the event log on the blackberry for the attempt to start Telmap
guid:0x97C9F5F641D25E5F time: Thu Jan 01 00:00:00 1970 severity:0 type:2 app:System data:JVM:INFOp=25861ff8,a='5.0.0.461',o='5.2.0.42',h=84001503
guid:0x5403D2BCFD342552 time: Wed Mar 31 14:11:42 2010 severity:0 type:2 app:TN_BB data:Start TN Application...
guid:0x5403D2BCFD342552 time: Wed Mar 31 14:11:42 2010 severity:0 type:2 app:TN_BB data:TN defaultKeyboardLanguage: en
guid:0x5403D2BCFD342552 time: Wed Mar 31 14:11:42 2010 severity:0 type:2 app:TN_BB data:TN use hardware Layout: 1364669241
guid:0x5403D2BCFD342552 time: Wed Mar 31 14:11:44 2010 severity:0 type:2 app:TN_BB data:TN Connection type: bis(bis_bes)
guid:0x5403D2BCFD342552 time: Wed Mar 31 14:11:44 2010 severity:0 type:2 app:TN_BB data:TN Suffix: ;deviceside=false;ConnectionUID=G707707;ConnectionType=mds-public
guid:0x7D52B2987EC80054 time: Wed Mar 31 14:11:44 2010 severity:0 type:2 app:net.rim.fd data:FDOf
guid:0x58E77B27EE5F2CFD time: Wed Mar 31 14:11:44 2010 severity:0 type:2 app:net.rim.ippp data:TXst 701
guid:0x58E77B27EE5F2CFD time: Wed Mar 31 14:11:46 2010 severity:0 type:2 app:net.rim.ippp data:RXCd 61
guid:0x7D52B2987EC80054 time: Wed Mar 31 14:11:46 2010 severity:0 type:2 app:net.rim.fd data:FDOn 0
guid:0x7D52B2987EC80054 time: Wed Mar 31 14:11:49 2010 severity:0 type:2 app:net.rim.fd data:FDOf
guid:0x58E77B27EE5F2CFD time: Wed Mar 31 14:11:49 2010 severity:0 type:2 app:net.rim.ippp data:TXst 701
guid:0x58E77B27EE5F2CFD time: Wed Mar 31 14:11:50 2010 severity:0 type:2 app:net.rim.ippp data:RXCd 61
guid:0x7D52B2987EC80054 time: Wed Mar 31 14:11:50 2010 severity:0 type:2 app:net.rim.fd data:FDOn 0
guid:0x7D52B2987EC80054 time: Wed Mar 31 14:11:56 2010 severity:0 type:2 app:net.rim.fd data:FDOf
guid:0x58E77B27EE5F2CFD time: Wed Mar 31 14:11:56 2010 severity:0 type:2 app:net.rim.ippp data:TXst 701
guid:0x58E77B27EE5F2CFD time: Wed Mar 31 14:11:57 2010 severity:0 type:2 app:net.rim.ippp data:RXCd 61
guid:0x7D52B2987EC80054 time: Wed Mar 31 14:11:57 2010 severity:0 type:2 app:net.rim.fd data:FDOn 0
guid:0x97C9F5F641D25E5F time: Wed Mar 31 14:12:07 2010 severity:0 type:2 app:System data:JVM:INFOp=25861ff8,a='5.0.0.461',o='5.2.0.42',h=84001503
7) In terms of services I have Desktop [IPPP] but not IPPP for BIBS [IPPP]. I do have IPPP for 5 Click [IPPP], although I have no idea what that is.
8) The event log says connection bis(bis_bes) and I sent the following to support but didn't get a reply
"Looking at the .jad files I can see that the BES and BIS versions for the v5 8900 are identical. The default network is BIS and the network type is 6.
In version 4.5 the version that does not work for me has network-name bis_bes, network-default bis and network-type 6, whereas the one that does work (from the link in point 1 below) has network-name bes, network-default bes and network-type 4.
Is it possible to try a v5 version that has .jad file with network-name bes, network-default bes and network-type 4? Or is this me over simplifying?"
9) After being given a link to download and run the test_bb tool I sent the following results

Get Net Type gives - device net type = BES
Test Network gives - valid response: 'revres07 (and them some other characters not on my keyboard and continues off screen)
Test BIS Network gives - ERROR Error message: -Unexpected Error: Invalid url pa (rest of text is off of the screen)
Test BES Network gives - valid response: 'revres04 (and them some other characters not on my keyboard and continues off screen)
Get Version gives - 4.6.1.310
Get Net Type Availability give - device net type available : BES WAP
Get network status gives - Network status: Radio state ON Radio Signal Level COVERAGE OK
10) Further questions asked about settings and I confirmed that on my Blackberry for service Desktop (IPPP) I have
(a) you have an exciting gateway. Yes -
Gateway IP: //206.51.26.197:19301;19300/
blackberry.net|GPAK
(b) you have an exciting uid. Yes -
UID:S10319809
(c) your record type is active. Yes
11) I also confirmed with our technical guys that the following is set to allow
allow split pipe connection - true
internal connection - true
external connection – true

So - quite a long summary but I hope it covers everything. I still come back to the point that the connection in the v5 Telmap is 'bis_bes' when I think I need just 'bes'.
I've also sent this summary to TUG Admin and Telmap support.

[EDIT: Updated list of users reporting Internal Error issue that appears unresolved, although may not have same underlying cause]

paulc_london · Occasional Visitor Joined: Mar 31, 2010 Posts: 1

I have the same problem. I was perfectly happy with the older version on a Pearl, then made the mistake of upgrading to a Bold 9700. The older version did not work (failed to respond to the menu key or the 'exit' key), so I thought I would try out the new version (5). That worked for a little while, but now after failing a few times, reinstalling a few times and generally mucking about with the thing, I can no longer use it at all. Consistently get an 'internal error'. The fact that it takes 2 minutes to save permissions (twice!) on startup is a pain too.

I have reported these errors to the TUGAdmin email, but so far have had zero response (apart from the automated acknowledgement).

Paul.

SyBorg · Posted: Wed Mar 31, 2010 8:48 pm Post subject:

Paul,

Don't take this the wrong way but I'm glad you have the problem! That makes four of us now with the issue which I hope will add some urgency to finding a resolution!
On the plus side though you can see from my post that the problem is being looked at, so even if you've had no response from Telmap the problem is being worked on.

j8ke20 · Occasional Visitor Joined: Jan 15, 2010 Posts: 39

they are most likely off and observing Passover, and should be back next week

SyBorg · Posted: Wed Apr 07, 2010 11:45 am Post subject:

BUMP.

Another week down without progress.....

SyBorg · Posted: Wed Apr 14, 2010 10:21 am Post subject:

Yet another week with no communication on this issue.

brohmank · Occasional Visitor Joined: Feb 21, 2010 Posts: 1

I get the same internal error as well

SyBorg · Posted: Thu Apr 15, 2010 9:09 am Post subject:

Thanks brohmank. I've added your name to the list in the first post.

TUGAdmin · Frequent Visitor Joined: Jul 20, 2009 Posts: 299

Hi Syborg and others with this problem.
I appreciate your patience with this problem.
We have been making best efforts to find a workaround for this - however we have not been able to reproduce the problem - in spite of all your (very appreciated) cooperation and interaction with our support team. Without reproducing we can't really debug or fix it.

We are working on getting a new version out to you as soon as possible in the hopes that it will solve this problem. As soon as it's available I'll send out a notification.

Bear with us.
thanks
TUGAdmin

SyBorg · Posted: Mon Apr 19, 2010 9:35 am Post subject:

Not a simple thing then to recompile the application with a pure BES connection type?

SyBorg · Posted: Sat Apr 24, 2010 4:59 pm Post subject:

It's now six weeks since i reported the problem with "internal error" and three since any attempts to troubleshoot it from Telmap. Any guesses when the next attempt to solve it will be?

SyBorg · Posted: Tue Apr 27, 2010 4:59 pm Post subject:

The new version ( 5.11.74 ) installs! Will try it for navigation tomorrow morning. Well done Telmap

SyBorg · Posted: Wed Apr 28, 2010 8:06 am Post subject:

Navigated from home to the office without problem this morning. All worked on v5 as it did before all of the "Internal Error" messages started coming up. No need to keep this thread running.

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