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New Contributor
HomesDFW
Posts: 2
Registered: ‎07-22-2013
My Device: Torch 9800

Failure to load Blackberry Desktop Software 7.1

Forum and helpers... - I use a Blackberry Torch 9800. Recently, the synch between the Torch and the Desktop failed repeatedly. After looking for a repair (none appearing), I uninstalled the Desktop Software.

 

Repeated attempts to download and reinstall Desktop 7.1 for Pc's have failed. (710_b042_multilanguage).

 

The error message reads: "Some of the installation files from the previous versions of the software could not be removed. Make sure that no other application is using these files."

 

I re-checked in the control panel and can find no remnants labeled Blackberry or RIM, etc...

 

Help please!??

 

John Lundquist

Carrollton TX

Hall of Famer II
sdgardne
Posts: 48,817
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)

Re: Failure to load Blackberry Desktop Software 7.1

Hi and Welcome to the Community!

I suggest this thread:

It starts with a process for cleanly starting over, and there is some discussion, and there is also a post (15) with links to older Desktop Software versions, if those are needed. Note that this is not, by any means, guaranteed to work...but it has worked for many to resolve issues they are having.

Good luck!


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.
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New Contributor
HomesDFW
Posts: 2
Registered: ‎07-22-2013
My Device: Torch 9800

Re: Failure to load Blackberry Desktop Software 7.1

Thanks you "sdgardne". I will give it a whirl.... here's hoping!

New Contributor
andrearp
Posts: 6
Registered: ‎09-01-2012
My Device: 9810 Torch

Re: Failure to load Blackberry Desktop Software 7.1

I finally found a solution to this problem

While performing some searches, I discovered this affected BOTH Blackberry Link AND Blackberry Desktop Software, so there should have been some ... link between the two.

There are many threads around, but each one refers only to one of the two softwares, but the common problems led me to understand that this is unrelated to the software package itself, but to automatic driver installation procedures
carried out by the installer (Windows INstaller)

Here's what I found:

Affected Environment: the problems shows up on Windows 7 and other Windows version machines, when installing or upgrading Blackberry Desktop Software, or Blackberry Link.

Sometimes, you have Desktop software installed and you want to install Link, OR you have Desktop software installed, it is working fine, but you need to upgrade it (automatically) to apply some software update -
some Desktop SOftware updates are required to update some devices.

Symptomps
The problems shows in exactly the same way, during the final steps of installation of either Blackberry Desktop 7 OR Blackberry Link.
You get a warning message saying
"Some of the installation files from the previous versions of the software could not be removed. Make sure that no other application is using these files."

open the

Users\$_you_user_name\AppData\Local\Temp
directory. You may need to choose hidden files and folders in Windows Explorer to see these

Choose to sort files by creation date, scroll to the most recent files, and look for one of these

BB_Desktop.log, if you're installing Blackberry Desktop Software
OR
BBLink_Install.log if you're installing Blackberry Link software.

Open your file with a text editor, and look for part of the error message "some of the installation"  using the Find feature
The cursor should stop where the error occoured.
If the line above shows something referring to InstallRimUsbDriver, there are good chances you're exactly in my situation.

If you DON'T find the same error I found, the line above the error message should give you a clue about what's going on, and you may want to share it on this forum, however the solution below may not be applicable to you.



Solution

Before you begin BACKUP YOUR SYSTEM AND CREATE A SYSTEM RESTORE POINT. The best thing is to have a full hard drive image. While the following steps are quite straightforward, additional problems on your system may be creating a
potentially worse situation. Remember to backup your Blackberry device as well and also contacts/calendars/notes as these can be affected by the first sync after Desktop Software reinstallation.

While I'm listing all the steps I took, some of them may be unnecessary, however the uninstall/reinstall of Desktop Manager or Link software should be performed anyway, IMHO.

Uninstall Blackberry Desktop Software or Blackberry Link (I chose the "erase user data" option as well).
With the device still connected, Uninstall the Blackberry smartphone driver from Control Panel / Device Manager
Disconnect the device.
Open a command  prompt window, and type
pnputil.exe -e
you'll get a list of devices/drivers, scroll as needed and take note of the "oemxx.inf" entries regarding Research In Motion devices.
(xx can be a 2 or 3 digits number)
type
pnputil.exe -f -d oemxxx.inf
to remove the entries regarding the Research in Motion devices.
Chech that the operation succeded after each action.
Restart system.

At this point, yoy may start reinstalling the Blackberry Desktop or Blackberry Link Software;

You may still get the error.

Now perform again the above actions regarding pnputil.exe to see if there are still Research in Motion devices appearing.

then open the

Users\$_you_user_name\AppData\Local\Temp
directory. You may need to choose hidden files and folders in Windows Explorer to see these (you should have done this before, see above)

Choose to sort files by creation date, scroll to the most recent files, and look for one of these

rim_usb_install_log (date stamp) - choose the most recent

Open it with a text editor

In my case, I found this(20:52:07): Entering ModifyRimUsbRegKey

(20:52:07): Exit ModifyRimUsbRegKey, RimUsb.sys  count: 2

(20:52:07): InstallRimUsbDriver NT
(20:52:07): DeleteAllRIMInfFiles ENTER
(20:52:07): SetupUninstallOEMInf inf file:smileysurprised:em192.inf ERROR 0xe000023c

Look for the oemxxx.inf (in this example is oem192.inf) file on your hard drive. Delete it.

Run the installer again. This time, I went into another error

(20:59:48): DisconnectDevices: Enter
(20:59:48): DisconnectDevices: CreateInstance failed. Error=0x80070002
(20:59:48): DisconnectDevices: Enter
(20:59:48): DisconnectDevices: CreateInstance failed. Error=0x80070002


Then rebooted and the install went fine.

Keep in mind that, whenever something goes wrong with these driver related action, you get little information in the main log file, but you get some more in this file.

After performing these action, reconnect the device, it should be recognized; you'll almost certainly need to reconfigure your sync preferences, and start synching again.

Please let me know if this helped.