BlackBerry is currently investigating an issue relating to the Enterprise IM client application that fails to launch on BlackBerry 10 devices powered with BlackBerry 10 OS version 10.3.1

The Enterprise IM client application for BlackBerry 10 devices including Enterprise IM client for Cisco, IBM Sametime and Microsoft Lync are meant to operate in the work space of the BlackBerry 10 smartphone.

When the Enterprise IM client application is installed in the BlackBerry 10 smartphone, users will be get a pop-up message informing them of the same.

When launched in the work space of the BlackBerry 10 smartphone, the Enterprise IM client usually looks for a configuration file known as applicationSettings.json file.

This configuration file is launched from the BlackBerry Enterprise Service 10 (BES10) or BES12 environment only if BlackBerry collaboration Service instances are installed in that particular environment.

But if the file is missing, the Enterprise IM application will display a pop-up message informing that the configuration file is not found.

These pop-up messages are not rendered on the BlackBerry 10 devices running OS 10.3.1 or later. Subsequently, nothing appears on the device leading to the application hanging.

While there is no resolution available currently, BlackBerry has provided the following workarounds to deal with the issue.

  • Ensure the application is installed in the work space (work perimeter) of the BlackBerry 10 smartphone.
  • For Microsoft Lync or IBM Sametime environments, ensure there are BlackBerry Collaboration Service instances properly installed in the BlackBerry Enterprise Service environment.

Via: BlackBerry Knowledge Base