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Super Contributor
tamrock777
Posts: 257
Registered: ‎05-02-2008
My Device: BB 8530/ 5.0.0.734 OS
My Carrier: Verizon

Easy guide to troubleshooting the Desktop Manager

"Your messaging server does not support wireless synchronization."
-Make sure the user is on the BES. Typically they will get this error message when they are not on the BES.

The desktop manager is showing "disconnected."

-Make sure that the user has gone into the desktop manager and selected options > connection settings > detect.
-Complete a hard reset.
     Disconnect the BB from the computer.
     Perform a hard reset on the BB. (Leave the battery out a little longer then normal, 2 minutes).
     Reconnect the BB to the computer.
     In desktop manager, verify that the BB is shown to be connected.
-If the user is using a laptop, make sure it isn't in a docking station.
     Have them take the laptop out of the docking station.
     Make sure their Outlook is still up and online.
     In desktop manager, verify that the BB is shown to be connected.
-Uninstall/Reinstall the desktop manager.
-Some other options to try if none of these work:
     Try different USB ports on the computer.
     Try a different USB cable.

The desktop manager is showing "disabled."
-Make sure that the user has gone into the desktop manager and selected options > connection settings > detect.
-Complete a hard reset.
     Disconnect the BB from the computer.
     Perform a hard reset on the BB. (Leave the battery out a little longer then normal, 2 minutes).
     Reconnect the BB to the computer.
     In desktop manager, verify that the BB is shown to be connected.
-If the user is using a laptop, make sure it isn't in a docking station.
     Have them take the laptop out of the docking station.
     Make sure their Outlook is still up and online.
     In desktop manager, verify that the BB is shown to be connected.
-Uninstall/Reinstall the desktop manager.

The desktop manager remains in "working" mode.
-Complete a hard reset.
     Disconnect the BB from the computer.
     Perform a hard reset on the BB. (Leave the battery out a little longer then normal, 2 minutes).
     Reconnect the BB to the computer.
     In desktop manager, verify that the BB is shown to be connected.
-Complete a hard reset while the BB is still connected to the computer.
     Leave the BB connected to the computer and keep desktop manager open.
     Remove the battery from the BB while it is connected.
     Re-insert the battery.

Synchronize icon is grayed out.
-Make sure that the BB is attached to the USB cable and to the computer.
-If the user is using a laptop, make sure it isn't in a docking station.
     Have them take the laptop out of the docking station.
     Make sure their Outlook is still up and online.

Synchronize option is grayed out.
-Make sure that the BB is attached to the USB cable and to the computer.
-If the user is using a laptop, make sure it isn't in a docking station.
     Have them take the laptop out of the docking station.
     Make sure their Outlook is still up and online.

Internal Errors such as: internal error #-725 (0x8004fd2b).
-Delete the Intellisync folder.   
     Close the desktop manager application.
     Disconnect the BB from the computer.
     Double Click on My Computer> Local Disk (C Drive>Documents and   Settings>(username)>Application Data>Research In Motion>
     Blackberry>Intellisync.          
    
Note: If the Application Data folder is not present, click Tools>Folder Options at the top of the screen.
     Click the View Tab, then click on Show Hidden Files and Folders.
     Click Apply>Ok and continue through the remaining steps.

     Delete everything within the Intellisync folder.
     Launch desktop manager and attempt sync the device with the computer.

Error: "Unable to write or update application data." 
-Complete a hard reset.
     Disconnect the BB from the computer.
     Perform a hard reset on the BB. (Leave the battery out a little longer then normal, 2 minutes).
     Reconnect the BB to the computer.
     Try to sync again.
-A contact in the Outlook address book is missing information or has invalid information.
     There must be a first name in the first name field and a last name in the last name field.
     Make sure there aren't any characters in the first name field or last name field (%, $, *).
-The BB does not have enough free memory to synchronize organizer data with the computer.
     Use desktop manager to reduce the range of days on the Calendar.
     In desktop manager, click on the synchronize icon.
     Click Configure Sync and select Calendar.
     Click Configure and select Advanced Settings.
     On the Date Range Tab, select one of the following options:
     Transfer all scheduled items
     Transfer only future items
     Transfer items within a range of days.
     Type a value in the Days prior to today and Days after today fields.
-Wipe the BB and re-sync through the desktop manager.

Error: "No Outlook or MS Exchange folders appear to be configured."
-Delete the Intellisync folder.   
     Close the desktop manager application.
     Disconnect the BB from the computer.
     Double Click on My Computer> Local Disk (C Drive>Documents and Settings>(username)>Application Data>Research In Motion>
     Blackberry>Intellisync.          
    
Note: If the Application Data folder is not present, click Tools>Folder Options at the top of the screen.
     Click the View Tab, then click on Show Hidden Files and Folders.
     Click Apply>Ok and continue through the remaining steps.

     Delete everything within the Intellisync folder.
     Launch desktop manager and attempt sync the device with the computer.
-Wipe the BB and re-sync through the desktop manager.

 Error: “No applications configured for synchronization.”BlackBerry Desktop Manager 4.6To configure organizer applications for synchronization using BlackBerry Desktop Manager 4.6, complete the following steps:
  1. Connect the BlackBerry smartphone to the computer and open BlackBerry Desktop Manager.
  2. Click Synchronize.
  3. Click the Synchronization link on the left side of the screen, and then click the Synchronization button.
  4. Select a BlackBerry smartphone organizer application and click Setup.
  5. Select a desktop organizer application and click Next.
    1. Outlook needs to be set for Address book, Memopad and Tasks.
    2. BlackBerry Wireless Synch needs to be set for Calendar.
  6. Select synchronization options and click Next.
  7. If applicable, select Microsoft® Outlook® options and click Next.
  8. Click Finish.
  9. Repeat steps 4 to 8 for the remaining BlackBerry smartphone organizer applications.
  10. Click OK to close the Device application window.
  11. Click the Synchronize link on the left side of the screen, and click the Synchronize button.
BlackBerry Desktop Manager 4.2To configure organizer applications for synchronization using BlackBerry Desktop Manager 4.2, complete the following steps:
  1. Connect the BlackBerry smartphone to the computer and open BlackBerry Desktop Manager.
  2. Click Synchronize and click on the Configuration tab.
  3. Click Configure synch.
  4. Select a BlackBerry smartphone organizer application and click Choose.
  5. Select a desktop organizer application from the Available Translators list and click OK.
  6. Repeat steps 4 and 5 for the remaining BlackBerry smartphone organizer applications.
  7. Choose the appropriate operation from the following list:
    • Synchronize – This option allows the BlackBerry Desktop Manager to synchronize updated information between the BlackBerry smartphone and the desktop organizer application. Select this option if you want to have both the BlackBerry smartphone and Microsoft Outlook reflect the changes.
    • Export – This option exports organizer data from the BlackBerry smartphone to the desktop organizer application.
    • Import – This option imports organizer data information from the desktop organizer application to the BlackBerry smartphone.
Note: For both the Export and Import operations, you will be prompted to accept changes if similar organizer data exists in the desktop organizer application or on the BlackBerry smartphone.
  1. Click OK.
  2. Click OK to close the Configuration window.
  3. Click the Synchronize tab and click Synchronize now.
~Tami~
Intellectuals solve problems; geniuses prevent them.
-- Albert Einstein
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Guru I
Xandrex
Posts: 18,403
Registered: ‎07-29-2008
My Device: Z30, Playbook, 9320BES
My Carrier: B&You _ SFR

Re: Easy guide to troubleshooting the Desktop Manager

thank you tamrock777 for that troubleshooting guide.

I am confident it will help many BlackBerry owners.



The search box on top-right of this page is your true friend, and the public Knowledge Base too:
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New Member
8330john
Posts: 1
Registered: ‎07-26-2009
My Device: Curve 8330 v4.5.0.77

Re: Easy guide to troubleshooting the Desktop Manager "Disconnected"

Hello tamrock,

  I tried your reset suggestions to no avail. I recently installed v4.7 and had " disconnected" response and uninstalled and instead installed v5.0 thinking the newest version might solve the delemna, but no luck. Any other suggestions? I am running XP SP2. V4.7 did work for a short while. Thanks, John.

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Contributor
dynaman
Posts: 25
Registered: ‎06-30-2009
My Device: Not Specified

Re: Easy guide to troubleshooting the Desktop Manager

Well Here's one....

 

I just went to V5 on the desktop manager, and it still hasn't fixed a problem that I am experiencing on two PC's with XP. Ever since I installed desktop manager, it takes the taskbar forverer to come up and activate when booting up (cold or hot).  I get the problem on two differnet machines, and I had V4.6, but now am on V5.0. When i uninstall it, the machine seems to come up relatively quick and normal. Any clues on how to fix this?

 

Aram:smileyindifferent:

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New Member
redlightdenver
Posts: 1
Registered: ‎08-05-2009
My Device: Blackberry Tour

Re: Easy guide to troubleshooting the Desktop Manager

When I insert my Desktop manager disk into my computer and select auto run..nothing happens except a grey screen pops up..nothing else.
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New Contributor
skylittle
Posts: 4
Registered: ‎09-21-2009
My Device: Not Specified

Re: Easy guide to troubleshooting the Desktop Manager

Tamrock777,

 

I have tried all the items listed by you and copied below and my Curve will still not connect with the Desktop Manager.  It used to but it just stopped working about three weeks ago.  I have asked for help in a separate message on these boards but haven't found resolution yet.  Maybe you can help me out?

 

I'm running Windows XP on a laptop and trying to use version 5.0 of Desktop Manager. Below you say to select options>connection settings>detect.  In my software there is no option to selct "detect" - only "connection options", "data folder options" and "hide when minimized". 

 

I've done a clean uninstall and reinstall of the software, I've done the hard reset on the BB,  I've done the new USB cable and different USB port.  Can you lead me through some other ideas or suggestions?

 

-Make sure that the user has gone into the desktop manager and selected options > connection settings > detect.
-Complete a hard reset.
     Disconnect the BB from the computer.
     Perform a hard reset on the BB. (Leave the battery out a little longer then normal, 2 minutes).
     Reconnect the BB to the computer.
     In desktop manager, verify that the BB is shown to be connected.
-If the user is using a laptop, make sure it isn't in a docking station.
     Have them take the laptop out of the docking station.
     Make sure their Outlook is still up and online.
     In desktop manager, verify that the BB is shown to be connected.
-Uninstall/Reinstall the desktop manager.
-Some other options to try if none of these work:
     Try different USB ports on the computer.
     Try a different USB cable.

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New Contributor
koke
Posts: 6
Registered: ‎10-13-2009
My Device: Not Specified

Re: Easy guide to troubleshooting the Desktop Manager

This is a nice list. One thing that is missing is what to do when a user is supposed to Sync with BES wirelessly, but selected to do it via Desktop manager. Once this is selected during install, the user can no longer sync wirelessly and it is difficult to change this setting on the PC or the device. A solution to this would be great in your list! Thanks for the summary as it is! Koke
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New Member
jenles
Posts: 1
Registered: ‎10-23-2009
My Device: Not Specified

Re: Easy guide to troubleshooting the Desktop Manager

Thank you so much for this guide!!!!!  I've been searching for more than a week for my solution.  I couldn't believe how hard it was to find it.  My desktop Manager would get stuck "working" whenever I plugged in my Tour.  Wish I would hav e thought of a hard rest myself! Thank you, thank you, thank you!!!!

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New Member
suzukisteve
Posts: 1
Registered: ‎11-06-2009
My Device: Not Specified

Re: Easy guide to troubleshooting the Desktop Manager

Hi do you know how to stop the desktop manager opening automatically when i start up the pc. I have just updated to the latest version and it opens every time now?

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Guru I
Xandrex
Posts: 18,403
Registered: ‎07-29-2008
My Device: Z30, Playbook, 9320BES
My Carrier: B&You _ SFR

Re: Easy guide to troubleshooting the Desktop Manager

 


suzukisteve wrote:

Hi do you know how to stop the desktop manager opening automatically when i start up the pc.


 

in the Windows System tray, you should have a BlackBerry icon. click on it to invoke the window. there will be several tabs, in one of them you can untick the option to load Desktop Manager at startup.

 




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