Desktop Software for PC

[pharouff]

Dell Optiplex 760 running Windows XP Pro 2002 SP3

Sprint BB8830WE running OS v4.5.0.135 (Platform 3.4.0.28)

I've tried 4 times to get Desktop Manager working:

1) Upgrading the original 5.0.0

2) Clean uninstall - Install 5.0.0 again - Run upgrade

3) Clean uninstall - Download 5.0.1 installation package  - Install 5.0.1

4) The following process:

1. Original handheld software was never installed on this computer.

2. Clean uninstall of 5.0.0

     Shutdown-Restart

3. Downloaded Desktop 5.0.1

4. Downloaded 8830mAMEA_PBr4.5.0_rel201_PL3.4.0.28_A4.5.0.135_Sprint.exe

5. Installed Desktop 5.0.1

     Shutdown-Restart

6. Installed Handheld OS

     Shutdown-Restart

7. Started Desktop Manager

8. Plugged in 8830

9. Entered device password

I get the same error message every time I connect my handheld device: "Blackberry Desktop Manager has encountered a problem and needs to close. We are sorry for the inconvenience. ... Please tell Microsoft about this problem ..."

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Contents of synchronize.log

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UTF-8 encoded
[30000] (10/30 16:47:36.459):{0xF58} Current Date: 2009/10/30
[30000] (10/30 16:47:36.459):{0xF58} [DIAG] EVENT=Thread_report, THREADID=0xF58, THREADNAME="DebugLogger"
[30000] (10/30 16:47:36.459):{0xF58} [ENV] Current Process: C:\Program Files\Research In Motion\BlackBerry\DesktopMgr.exe
[30000] (10/30 16:47:36.459):{0xF58} [ENV] Current Process logged on as: NET\XXXXXXXX, Start Time: Oct 30 2009 16:47:36, Uptime (seconds): 0
[30000] (10/30 16:47:36.459):{0xF58} [ENV] Current Process id: 1096
[30000] (10/30 16:47:36.459):{0xF58} [ENV] Computer Host Name: XXXXXXXX, OS Version: 5.1, Build number 2600, ServicePack Major 3, ServicePack Minor 0
[30000] (10/30 16:47:36.459):{0xF58} [ENV] Processor Identifier: x86 Family 6 Model 23 Stepping 10
[30000] (10/30 16:47:36.459):{0xF58} [ENV] Processor Vendor Identifier: GenuineIntel
[30000] (10/30 16:47:36.459):{0xF58} [ENV] Processor Name String: Intel(R) Core(TM)2 Duo CPU     E8400  @ 3.00GHz
[30000] (10/30 16:47:36.459):{0xF58} [ENV] Number of Processors: 2
[30000] (10/30 16:47:36.459):{0xF58} [ENV] 21 percent of memory in use.
[30000] (10/30 16:47:36.459):{0xF58} [ENV] Total size of physical memory: 3405352 KB
[30000] (10/30 16:47:36.459):{0xF58} [ENV] Size of physical memory available: 2689724 KB
[30000] (10/30 16:47:36.459):{0xF58} [ENV] Size of the committed memory limit: 5333852 KB
[30000] (10/30 16:47:36.459):{0xF58} [ENV] Size of available memory to commit: 4651384 KB
[30000] (10/30 16:47:36.459):{0xF58} [ENV] Total size of the user mode portion of the virtual address space of the BES process: 2097024 KB
[30000] (10/30 16:47:36.459):{0xF58} [ENV] Size of unreserved and uncommitted memory in the user mode portion of the virtual address space of the BES process: 1964588 KB
[30000] (10/30 16:47:36.459):{0xF58} [ENV] Size of private memory of the BES process: 34252 KB
[30000] (10/30 16:47:36.459):{0xF58} [ENV] Total HD bytes: 159915892736, Total free bytes = 137114648576
[30000] (10/30 16:47:36.474):{0xF58} [ENV] System up time: 0 days 00 hrs 30 mins 46 secs
[30000] (10/30 16:47:36.474):{0xF58} [ENV] Local Time Zone: Central Daylight Time (GMT-06:00)
[30000] (10/30 16:47:36.474):{0xF58} [ENV] TCP/IP provider (Winsock) File Version: 5.1.2600.5512 (C:\WINDOWS\System32\wsock32.dll)
[30000] (10/30 16:47:36.474):{0xF58} [ENV] Local machine IP Address = XXX.XXX.XXX.XXX
[30000] (10/30 16:47:36.474):{0xF58} [ENV] Winsock2 file: Tcpip, Version: 5.1.2600.5625 (C:\WINDOWS\System32\mswsock.dll)
[30000] (10/30 16:47:36.474):{0xF58} [ENV] Winsock2 file: NTDS, Version: 5.1.2600.5512 (C:\WINDOWS\System32\winrnr.dll)
[30000] (10/30 16:47:36.474):{0xF58} [ENV] Winsock2 file: Network Location Awareness (NLA) Namespace, Version: 5.1.2600.5625 (C:\WINDOWS\System32\mswsock.dll)
[30000] (10/30 16:47:36.474):{0xF58} [ENV] Microsoft XML Parser 6.0: C:\WINDOWS\system32\msxml6.dll, Version: 6.20.1099.0
[30000] (10/30 16:47:36.646):{0xF58} [ENV] MSSQL OLEDB provider is available: [SQLOLEDB]
[30000] (10/30 16:47:36.646):{0xF58} [ENV] MDAC version: 2.81.1132.0
[30000] (10/30 16:47:36.646):{0xF58} [ENV] MSADO15.DLL: C:\Program Files\Common Files\System\ado\msado15.dll, Version: 2.81.1132.0
[30000] (10/30 16:47:36.662):{0xF58} [ENV] Running Process: System, ID: 4
[30000] (10/30 16:47:36.662):{0xF58} [ENV] Running Process: smss.exe, ID: 620
[30000] (10/30 16:47:36.662):{0xF58} [ENV] Running Process: csrss.exe, ID: 668
[30000] (10/30 16:47:36.662):{0xF58} [ENV] Running Process: winlogon.exe, ID: 704
[30000] (10/30 16:47:36.662):{0xF58} [ENV] Running Process: services.exe, ID: 748
[30000] (10/30 16:47:36.662):{0xF58} [ENV] Running Process: lsass.exe, ID: 760
[30000] (10/30 16:47:36.662):{0xF58} [ENV] Running Process: ati2evxx.exe, ID: 996
[30000] (10/30 16:47:36.662):{0xF58} [ENV] Running Process: svchost.exe, ID: 1016
[30000] (10/30 16:47:36.662):{0xF58} [ENV] Running Process: svchost.exe, ID: 1108
[30000] (10/30 16:47:36.662):{0xF58} [ENV] Running Process: svchost.exe, ID: 1204
[30000] (10/30 16:47:36.662):{0xF58} [ENV] Running Process: svchost.exe, ID: 1316
[30000] (10/30 16:47:36.662):{0xF58} [ENV] Running Process: svchost.exe, ID: 1364
[30000] (10/30 16:47:36.662):{0xF58} [ENV] Running Process: vpnagent.exe, ID: 1376
[30000] (10/30 16:47:36.662):{0xF58} [ENV] Running Process: ati2evxx.exe, ID: 1476
[30000] (10/30 16:47:36.662):{0xF58} [ENV] Running Process: spoolsv.exe, ID: 1552
[30000] (10/30 16:47:36.662):{0xF58} [ENV] Running Process: svchost.exe, ID: 664
[30000] (10/30 16:47:36.662):{0xF58} [ENV] Running Process: ASFAgent.exe, ID: 124
[30000] (10/30 16:47:36.662):{0xF58} [ENV] Running Process: jqs.exe, ID: 1164
[30000] (10/30 16:47:36.662):{0xF58} [ENV] Running Process: lms.exe, ID: 1192
[30000] (10/30 16:47:36.662):{0xF58} [ENV] Running Process: mdm.exe, ID: 1276
[30000] (10/30 16:47:36.662):{0xF58} [ENV] Running Process: mysqld.exe, ID: 1288
[30000] (10/30 16:47:36.662):{0xF58} [ENV] Running Process: NTRtScan.exe, ID: 1336
[30000] (10/30 16:47:36.662):{0xF58} [ENV] Running Process: omtsreco.exe, ID: 1636
[30000] (10/30 16:47:36.662):{0xF58} [ENV] Running Process: UNS.exe, ID: 1812
[30000] (10/30 16:47:36.662):{0xF58} [ENV] Running Process: searchindexer.exe, ID: 168
[30000] (10/30 16:47:36.662):{0xF58} [ENV] Running Process: TmListen.exe, ID: 336
[30000] (10/30 16:47:36.662):{0xF58} [ENV] Running Process: explorer.exe, ID: 2236
[30000] (10/30 16:47:36.662):{0xF58} [ENV] Running Process: ctfmon.exe, ID: 2368
[30000] (10/30 16:47:36.662):{0xF58} [ENV] Running Process: smax4pnp.exe, ID: 2412
[30000] (10/30 16:47:36.662):{0xF58} [ENV] Running Process: PrivacyIconClient.exe, ID: 2444
[30000] (10/30 16:47:36.662):{0xF58} [ENV] Running Process: MOM.exe, ID: 2468
[30000] (10/30 16:47:36.662):{0xF58} [ENV] Running Process: PDVDDXSrv.exe, ID: 2492
[30000] (10/30 16:47:36.662):{0xF58} [ENV] Running Process: PccNTMon.exe, ID: 2504
[30000] (10/30 16:47:36.662):{0xF58} [ENV] Running Process: msahtmhost.exe, ID: 2516
[30000] (10/30 16:47:36.662):{0xF58} [ENV] Running Process: CCC.exe, ID: 2660
[30000] (10/30 16:47:36.662):{0xF58} [ENV] Running Process: jusched.exe, ID: 2732
[30000] (10/30 16:47:36.662):{0xF58} [ENV] Running Process: RIMAutoUpdate.exe, ID: 2768
[30000] (10/30 16:47:36.662):{0xF58} [ENV] Running Process: ISUSPM.exe, ID: 2788
[30000] (10/30 16:47:36.662):{0xF58} [ENV] Running Process: WindowsSearch.exe, ID: 2848
[30000] (10/30 16:47:36.662):{0xF58} [ENV] Running Process: CNTAoSMgr.exe, ID: 2700
[30000] (10/30 16:47:36.662):{0xF58} [ENV] Running Process: KK59A8.EXE, ID: 2708
[30000] (10/30 16:47:36.662):{0xF58} [ENV] Running Process: explorer.exe, ID: 3988
[30000] (10/30 16:47:36.662):{0xF58} [ENV] Running Process: firefox.exe, ID: 2692
[30000] (10/30 16:47:36.662):{0xF58} [ENV] Running Process: RIMDeviceManager.exe, ID: 292
[30000] (10/30 16:47:36.662):{0xF58} [ENV] Running Process: BbDevMgr.exe, ID: 3800
[30000] (10/30 16:47:36.662):{0xF58} [ENV] Running Process: DesktopMgr.exe, ID: 1096
[30000] (10/30 16:47:36.677):{0x494} [DIAG] EVENT=Register_thread, THREADID=0x494, THREADNAME="Unnamed"
[30000] (10/30 16:47:36.771):{0x494} [DIAG] EVENT=Unregister_thread, THREADID=0x494, THREADNAME="Unnamed"

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[pharouff]

I found another post on here that said updating IE solved the problem. After installing the Microsoft cumulative security patch for IE7 (my employer hasn't upgraded to IE8), I'm still getting the same "Blackberry Desktop Manager has encountered a problem and needs to close." error, so that didn't work.

[jmerritt0921]

I have the same problem when I connect my 8520 Curve and it happens with both XP on my home computer and Vista on my laptop. I have done all of the posted recommendations, clean reinstall, etc., but no go. It looks like there are a number of problems with the Desktop Manager based on the various posts I see but it doesn't look like RIM or Cincinnati Bell, who is my wireless provider, is doing much to help resolve the problem. I have been trying to get the DM to work for about a month and so far no luck and no good feedback from either one. Very poor technical support.  

[pharouff]

I may have found the problem.

Before, I have always been working on a computer not connected to my employer's network. When installing DM, I always had to select the BIS ("personal email") option.

Now, my computer is connected to the employer's network.Since my device is still syncing wirelessly, I assumed I would still need to use the BIS ("personal email") option.

While troiubleshooting this issue, I noticed when I type netstat that the BES is showing in the TCP connections list. So, on a whim I tried reinstalling DM 5.0.1 with the BES ("work email") option selected. It no longer crashes when I connect my device.

[yzfreeman]

Same problem with a BB Curve 8520. Anyone know how to uninstall the  Desktop Manager 5.0.x upgrade (actually that should be easy) and get hold of the previous 4.x.x. version to reinstall it? I'm not running BES so the previous suggestion won't work.