Desktop Software for PC

[shock911]

Hi everyone, long-time lurker who's learned a lot, first problem big enough to post about - here's my notes, hope they make sense. And yes, I've searched, and searched... I've found many posts on DM locking during some stage of the sync but in my case it doesn't even launch so I can't get in to check/change any settings. Sure would appreciate any ideas. Will fax a chili donut to anyone who can help! Here goes:

Installed 5.0.328 on phone (Storm1) and 5.0.1 DM on desktop. 5.0.328 seems to have installed ok on phone, no problems there. Immediately made a backup but .ipd file is only about 1/4 expected size and no .cab was created.

DM no longer connects, immediately upon launch issues message:
"Before you begin, verify that your current Blackberry device is connected to your computer."
If phone is then plugged in, or is already plugged in when launching DM, error
"Blackberry Desktop Manager has stopped working." Only option is to Close Program.
No PIN shown.

uninstalled DM per Doc ID: KB02206
http://www.blackberry.com/btsc/search.do?cmd=displayKC&docType=kc&externalId=KB02206
including uninstalling RIM Virtual Ports
Reinstalled alternately 5.0 DM (both 500_b028_multilanguage.exe and 5_1_.0.0_Release021_multilanguage.exe) and 5.0.1 DM (501_b030_english.exe).
When 5.0 DM is used PIN *can* be seen in lower corner of DM, no other differences.
AntiVirus disabled, Admin acct.
Also reran device 5.0.328 install (9530AMEA_PBr5_1_.0.0_rel508_PL4.2.0.128_A5.0.0.328.exe).
When trying 5.0.328 device upgrade from web ( http://worldwide.blackberry.com/update/blackberrystorm.jsp ) Application Loader starts
then returns "A fatal error has occured while updating your device's software. Please try again."  The same thing happens when running Loader.exe
directly, in both cases crash occurs on 3rd pass ("reading device service information").

Computer has worked with 4.6 (?), 4.7 and 5.0 DM and last two 4.7.x (.75 & .148?) OS's.

Tried different USB ports, cables. No charging problems. Tried updating USB drivers and looking for any conflicts. Tried the usual extended battery pulls.

Tried Bluetooth as connection method as well on suspicion of USB issue- no change.

Roxio Media Manager works _fine_.

Device is listed in Blackberry Device Manager as USBPIN #) Com port listed (3) can't be changed and doesn't jibe with RIM Virtual ports listed
in Windows Device Mgr (4&5). Not sure if this is an issue...

Reviewed http://supportforums.blackberry.com/t5/BlackBerry-Desktop-Software/Tips-for-getting-BlackBerry-Deskt...
and http://supportforums.blackberry.com/t5/BlackBerry-Desktop-Software/Easy-guide-to-troubleshooting-the...

Phone is set to
Media Transfer Protocol ON
Mass Storage Mode Support ON
Auto-enable Mass Storage Mode when connected NO

Auto-play/Windows Explorer now shows "Device Memory" and "Media Card" under "BlackBerry 9530" instead of G: and I: -? not 100% positive about this.

Can post errorlog.txt if needed.

[shock911]

Update, add'l info:

I've loaded the 5.0.328 device OS image and 5.0.1 desktop mgr. on a second computer, with XP intead of Vista.
Upon DM Launch (with phone plugged in):
Microsoft Visual C++ Runtime Library window, with message:
"Runtime Error!
Program C:...
The application has requested the Runtime to terminate it in an unusual way. Please contact the application's support team for more information."
Click OK and error "Blackberry Desktop Manager has encountered a problem and needs to close. We are sorry for the inconvenience...
then the send/don't send to Microsoft option.
When Loader.exe is started manually, Application Loader starts then returns
"A fatal error has occured while updating your device's software. Please try again."
Tried regsvr32 /u "c:\program files\common files\microsoft shared\dao\dao360.dll”
 then regsvr32 "c:\program files\common files\microsoft shared\dao\dao360.dll” per
http://forums.crackberry.com/f52/runtime-error-destop-manager-4-2-sp2-2424/
no Runtime error now but still got "Blackberry Desktop Manager has encountered a problem..." error

FYI...

[shock911]

A few more details, and thoughts:
I've noticed on both these computers (again, Vista 32 & XP) that when I navigate over to the "Media Card" (using Windows Explorer)
it list two copies of every file. I am not kidding! This is not true under "Device Memory." Also, occasionally, about 1 time in 20, and not predictably reproducible,
I will get the error when plugging in the USB that it's not a legit USB and that the phone won't charge - however, it does charge. I've seen other threads
from people with this same error (even on car chargers) since upgrading Storms to 5.0.
Also-just as a test of the phone's interaction with the computer, and to see if there was any way it could help-
I downloaded the Blackberry Swiss Army Knife program. It will: see the PIN#, grab a Screen Shot & perform a Backup Apps. However, if I start its "Load OS" function,
which seems to just trigger RIM's (correct me if I'm wrong), it shows no connected device/port, whereas manually launching RIM's Loader.exe
does in fact display the USBIN#. As mentioned above however, even RIM's errors out at a later stage.
Not sure what some of this means, just tossing it out there.

I may not be the most expert phone diagnostician but the fact that this fails on two computers with a Desktop Manager version that has probably
been loaded by a gazillion users indicates that this problem is on the phone. As mentioned, however, the phone itself has been acting fine
since its 5.0.328 upgrade, in fact I'm loving it. I just can no longer sync with my Outlook (bad) or back up (scary).

I am ashamed to admit how much time I've spent on this. I am to the point where I'll wipe and reinstall the phone but alas...
if I can't connect through DM then how am I to do that?

[shock911]

Rats, reading my own post about the Media Card (a 16GB Sandisk bought shortly after phone purchase)
got me thinking that maybe the problem was in the Card, screwy FAT table or something - so I a.swapped it for the original (and empty) 8GB Sandisk, and
b. booted with no card at all (battery pulls each time). No joy...

[shock911]

Update:

Still no progress after many other attempts, please see

http://forums.crackberry.com/f153/blackberry-desktop-manager-has-stopped-working-error-upon-launch-3...

( http://tinyurl.com/ylruyaq )

for add'l info.

Given the additional resolution attempts and results, any one have any ideas? Thanks so much, this has become a nightmare....   And sorry again for the cross-posting.

[bouwenma]

I also had the problem with DM stating "Before you begin, verify that your current BlackBerry device is connected to your computer".  This may resolve your problem (it worked for me even with Bluetooth):

1) Make sure no "Desktop Manager" components are running.  You may need to kill BbDevMgr.exe, RIMDeviceManager.exe, and DesktopMgr.exe using Task Manager

2) Run regedit.exe

3) Navigate to:
  HKEY_CURRENT_USER\Software\Research In Motion\BlackBerry\Manager

4) Create a new 32bit dword reg value named "DeviceConnection" and set the value to 1

5) Launch Desktop Manager

For me this was a new install in a VM I created to test this with.  I noticed that there was no value named "DeviceConnection" where one does exist on a machine of mine that is working.  Once I did this, then DM would at least start up and not show that stupid message screen where it then does not allow you to select the device.  It appears that the programmers at RIM need to go back to school and learn how to test application updates and use FRESH computer images for their testing.

HTH

[shock911]

Thank you for this info, that is one of the symptoms I encountered. So far the "fix" linked to in post #5 has held, but if the problem reoccurs I will definitely try this. Thanks again! <Duly Bookmarked>

[ihill]

In case it is of any help...upgraded to win 7 64 bit with DM 4.7 then 5 then 5.0.1 etc etc, No sync athough pc and BB saw each other (8900) No help from RIM or Vodafone. FInally found out that RIM knows there is a problem ( but ain't saying that they know ) After about two and a half days, installed DM 4.2 and bingo - sync. Have the latest device software, so that is no problem. WIll take a LOT to persuade me to upgrade DM when the latest comes out!!

[shock911]

In my case, and in all fairness and honesty, I think the problem may have been something local to the phone instead of DM per se. Perhaps that shouldn't have locked up DM so hard, and some better error-trapping is in order, I'll grant you that. To quickly review the story related in the link above, the problem started when DM 5 was installed, and Device OS 5 was installed as an upgrade onto a phone with existing apps. When DM, OS, etc, and *all* the same apps were *reinstalled*, the problem reoccured. When DM, OS, and *fewer* apps (as listed in linked reference above) were installed, everything was ok. Probably just an app that wasn't ready for 5.0 OS. Having said that, I still feel like I'm "skating on thin ice" and am afraid to load any more apps for a while...<g>

[bouwenma]

I wish I could say the same for me.  I used a fresh VM having nothing prior installed on it except for XP with SP3 and my 9530 with nothing but the base install of the official RIM/Verizon v5 OS and still encountered this problem.  The fresh install of DM 5.0 - 501_b030 would result in the prior mentioned problem.

I then found another strange occurence as well where the "internal memory" for the 9530 will not always show up as a drive letter when connected to the PC even though the SD card always does.  This again seems to be related to a combination of the new DM with the v5 OS.  For this my 'workaround' is to disable mass storage while disconnected and re-enable before connecting.

Fortunately I am the BES admin at my company and a systems admin/developer so I have been able to work my way through these issues.  I feel really bad for the non-technical folks out there who come across some of these rather difficult "bugs".