Thread: New version of an old problem??

Receiving "unknown error" when attempting to backup device. I cleared the entire browser cache but still receive the error.

What's my next step?

Appreciate it.

Originally Posted by asnyder

Receiving "unknown error" when attempting to backup device. I cleared the entire browser cache but still receive the error.

What's my next step?

Appreciate it.

Try this:

Go to Browser>Menu (BlackBerry Button)> Options>Cache Operations, and clear all of the tabs.

If you continue to receive an error, open the Desktop Manager in your computer.
In Desktop Manager, under backup/restore, go to Advanced.

You should see a list of databases in the right box, and an empty box on the left. If you select an item on the right, and then hit the left arrow button in between the boxes, it will back it up, and it will show up on the left.

To avoid having to do that 1 by 1, is highlight about 10 at a time and transfer them over. Eventually you will find the error, but it will be narrowed down to 10 databases, then go through individually with those 10 and find the one with the error. Then hit clear database right underneath the right box.

Now you can go back out to the backup/restore page, and it should work.

Originally Posted by asnyder

Receiving "unknown error" when attempting to backup device. I cleared the entire browser cache but still receive the error.

What's my next step?

Appreciate it.

Did you clear it on your phone or through DM? if you didn't try DM do the following

1 Open Desktop Manager and plug in your phone
2 Go to Backup and Restore
3 Click the Advanced button
4 Highlight Browser Data Cache under device databases
5 click clear

Originally Posted by bmtenney

Did you clear it on your phone or through DM? if you didn't try DM do the following

1 Open Desktop Manager and plug in your phone
2 Go to Backup and Restore
3 Click the Advanced button
4 Highlight Browser Data Cache under device databases
5 click clear

Tried it both ways. Identified the problem as "location based services" however, it's greyed out with no option to clear.

Is it asking if you want to turn on "mass storage mode" in the DM? If it is, click no and continue.

Originally Posted by Neolantis

Is it asking if you want to turn on "mass storage mode" in the DM? If it is, click no and continue.

It was, I clicked no and tried to backup. "Unknown error" again.
This is really odd as I've backed up several times before without fail. Generally I have to clear the browser cache but that's it.

Originally Posted by asnyder

It was, I clicked no and tried to backup. "Unknown error" again.
This is really odd as I've backed up several times before without fail. Generally I have to clear the browser cache but that's it.

For giggles, did you try yes?

and did it give you any other info, error code?

Wirelessly posted (9530)

Originally Posted by asnyder

Originally Posted by bmtenney

Did you clear it on your phone or through DM? if you didn't try DM do the following

1 Open Desktop Manager and plug in your phone
2 Go to Backup and Restore
3 Click the Advanced button
4 Highlight Browser Data Cache under device databases
5 click clear

Tried it both ways. Identified the problem as "location based services" however, it's greyed out with no option to clear.

From what I have found online there are two ways to get through this.

1. Download an older or newer version of DM
2. Skip this step and continue to back up. Everyone that's has skipped does not seem to suffer any ill effects.

Let us know

That's all I could find as I'm on my phone LOL

Originally Posted by Neolantis

For giggles, did you try yes?

and did it give you any other info, error code?

Yeah, no luck....and no error codes just "unknown error"

Originally Posted by asnyder

It was, I clicked no and tried to backup. "Unknown error" again.
This is really odd as I've backed up several times before without fail. Generally I have to clear the browser cache but that's it.

Reinstall you DM witha fresh download, what version are you running.

See if you can pull up an old backup and restore just that database from it. It'll overwrite whatever problems there are and a regular backup should work after that.

Originally Posted by bmtenney

Wirelessly posted (9530)



From what I have found online there are two ways to get through this.

1. Download an older or newer version of DM
2. Skip this step and continue to back up. Everyone that's has skipped does not seem to suffer any ill effects.

Let us know

That's all I could find as I'm on my phone LOL

Color me dumb, but what do you mean by "skip this step"?

Originally Posted by cruznthru

reinstall you dm witha fresh download, what version are you running.

4.7.0.25

Originally Posted by asnyder

4.7.0.25

Any of the afore mentioned suggestions are worth trying. You can deselect "location based services" during the backup and it will skip backing it up, thus allowing the process to continue uninterrupted...providing thats the problem.
I suggest reinstalling 4.7 or 4.5 after you uninstall you current DM. The choice is yours, just keep us updated should you continue to have difficulties.

Originally Posted by cruznthru

Any of the afore mentioned suggestions are worth trying. You can deselect "location based services" during the backup and it will skip backing it up, thus allowing the process to continue uninterrupted...providing thats the problem.
I suggest reinstalling 4.7 or 4.5 after you uninstall you current DM. The choice is yours, just keep us updated should you continue to have difficulties.

Re-installed 4.7 and still received the error but I was finally able to manually backup and restore the device. Thanks for all the suggestions.

This seemed like a good thread to start a again.