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New Contributor
Posts: 7
Registered: ‎01-13-2010
My Device: Blackberry Curve
My Carrier: ATT

Desktop Manager will not load..help!

 

Each time I attempt to load the program, it locks up and the new window is shaded in grey.  Cant open any options or click any icons.  I followed the instructions for a clean install (twice) and downloaded the latest version of desktop manager.  Any ideas would be greatly appreciated.  It had been working properly then took a dive out of nowhere...awesome eh?

 

I am running windows xp-64 bit and I have a bb curve 8310 with ATT.

Hall of Famer II
Posts: 51,945
Registered: ‎11-28-2008
My Device: Z30/Z10/Q10 (10.3.1.2744), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Desktop Manager will not load..help!

 

Hi and Welcome to the Forums!

 

Since you said you tried a "clean install" (as opposed to clean uninstall), I suggest the following steps (insert plenty of reboots of your PC...not just restarts, but full power down reboots). Also, it is advised that you be logged into the PC on an account with full admin rights. Further, under Vista/Win7, use the "Run As Administrator" option for everything.

 

1) Remove your device OS update package from your PC (add/remove programs)

 

2) Cleanly uninstall the RIM DTM software:

  • KB02206 How to perform a clean uninstall of BlackBerry Desktop Software

 

3) Get a fresh download of the RIM DTM software:

 

  • Choose the version that is newest and (if applicable) compatible with your PIM (if you are synchornizing via USB):
  • KB12268 Applications supported by BlackBerry Desktop Manager for synchronization

 

4) Download (to your PC) a fresh copy of your device OS package from your carrier:

 

5) Install DTM to your PC

 

6) Install (also to your PC), the device OS package

 

Hopefully that will get things going again.

 

Good luck and let us know!

 




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If anyone has been helpful to you, please show your appreciation by clicking the button inside of their post. Please click here and read, along with the threads to which it links, for helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions.
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New Contributor
Posts: 7
Registered: ‎01-13-2010
My Device: Blackberry Curve
My Carrier: ATT

Re: Desktop Manager will not load..help!

 

Thanks for the quick response.  I mis-typed on my post...I did in fact perform the clean "uninstall", but did not power all the way down.  I will try again, hopefully with success.

Hall of Famer II
Posts: 51,945
Registered: ‎11-28-2008
My Device: Z30/Z10/Q10 (10.3.1.2744), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Desktop Manager will not load..help!

OK...let us know how it goes. Cheers!




Occam's Razor nearly always applies when troubleshooting technology issues!
If anyone has been helpful to you, please show your appreciation by clicking the button inside of their post. Please click here and read, along with the threads to which it links, for helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions.
Join our BBM Channels
BSCF General Channel
PIN: C0001B7B4   Display/Scan Bar Code
Knowledge Base Updates
PIN: C0005A9AA   Display/Scan Bar Code
New Contributor
Posts: 7
Registered: ‎01-13-2010
My Device: Blackberry Curve
My Carrier: ATT

Re: Desktop Manager will not load..help!

 

Unfortunately I did not have any luck trying that again.  Any other ideas?

Hall of Famer II
Posts: 51,945
Registered: ‎11-28-2008
My Device: Z30/Z10/Q10 (10.3.1.2744), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Desktop Manager will not load..help!

Where, precisely, did it fail? What, precisely were you doing? What, exactly, did you expect? What, exactly, did it display.

 

(I can't see your screen...so you need to be my eyes please...)




Occam's Razor nearly always applies when troubleshooting technology issues!
If anyone has been helpful to you, please show your appreciation by clicking the button inside of their post. Please click here and read, along with the threads to which it links, for helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions.
Join our BBM Channels
BSCF General Channel
PIN: C0001B7B4   Display/Scan Bar Code
Knowledge Base Updates
PIN: C0005A9AA   Display/Scan Bar Code
New Contributor
Posts: 7
Registered: ‎01-13-2010
My Device: Blackberry Curve
My Carrier: ATT

Re: Desktop Manager will not load..help!

 

The program appears to load properly, but when I try to open Desktop Manager it freezes.  The new window opens, but I cannot see the icons or anything except a grey box where the icons would normally be.

 

As far as when it failed, it appeared to happen out of the blue as it had been working fine on my new machine for the last couple weeks. 

 

let me know if you need any further info and thanks so much for your help!

New Contributor
Posts: 7
Registered: ‎01-13-2010
My Device: Blackberry Curve
My Carrier: ATT

Re: Desktop Manager will not load..help!

by the way, when I try to open Desktop Manager windows itself does not freeze and I can close out of the program using the task manager.

Hall of Famer II
Posts: 51,945
Registered: ‎11-28-2008
My Device: Z30/Z10/Q10 (10.3.1.2744), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Desktop Manager will not load..help!

OK, so in your vernacular, "load" = what I would call "install"? I think so.

 

So, DTM -- what version you are installing?

 

And, are you 100000% positive that the account you are using on your PC is a full local admin?

 

And, when you did the clean uninstall, everything went fine, including the registy changes and the alt.dll registration?

 

I also recall some posters saying that they've had to dig deeper into their registry than the KB dictates...some additional keys that need to be removed. I've no idea where those are, but you might try enhancing the clean uninstall process with that as well.

 

Otherwise, I'm running out of ideas. Something on your PC is preventing DTM from properly installing and running. Not sure what, but something. Next step in the diagnostic process would be to try a different PC...

 

Good luck and let us know!




Occam's Razor nearly always applies when troubleshooting technology issues!
If anyone has been helpful to you, please show your appreciation by clicking the button inside of their post. Please click here and read, along with the threads to which it links, for helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions.
Join our BBM Channels
BSCF General Channel
PIN: C0001B7B4   Display/Scan Bar Code
Knowledge Base Updates
PIN: C0005A9AA   Display/Scan Bar Code
New Contributor
Posts: 7
Registered: ‎01-13-2010
My Device: Blackberry Curve
My Carrier: ATT

Re: Desktop Manager will not load..help!

I am trying to install version 5.01, though I did try an earlier version (4.7 I think) but that didn't work either.  I am definitely sure that I am on an admin account.  Everything went fine during the clean install including the registry changes and alt.dll reg.

 

I was able to get it to sync on one of my other machines, but no luck with this one. I guess I will search the registry a bit more and hope that works.

 

What a time waster this is!  Thanks again for all of your help