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BlackBerry® 10 Desktop Software

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New Contributor
Posts: 3
Registered: ‎03-25-2013
My Device: BlackBerry Z10
My Carrier: SaskTel

BB Link Installation Error

One of my clients is having an issue getting BB Link to install on one of their business critical workstations. 

 

The computer became unable to boot into Windows for unknown reasons. The customer ran a non-destructive Windows repair using their Windows 7 installation CD. They were then able to boot into Windows again. They upgraded from an older BlackBerry to the Z10 so they uninstalled the old BlackBerry Desktop software and downloaded the new BlackBerry Link software. It gets into the installation and then before it completes it throws the error "Some of the installation files from the previous versions of the software could not be removed. Make sure that no other installation is using these files". The installer then proceeds to rollback and we're left with nothing. I've went through the steps to manually remove the BlackBerry Desktop software by deleting the registry entries, files, drivers and services and have rebooted so there should be no reason why anything would be using any of these "files" that I can see. The system restore has been disabled on this workstation and wiping it and rebuilding is not an option as it is a mission critical business pc.

Posts: 94,678
Likes: 24,430
Solutions: 6,357
Registered: ‎04-01-2008
My Device: Passport • Z30 • Z10 • Torch9850 • Playbook
My Carrier: Verizon

Re: BB Link Installation Error

I would suggest that you use another "non-mission critical" PC to install Link and use Link.

 

Likewise, if you would call SaskTel and raise this issue, you can get the issue resolved OR they cal (or you demand) that they ESCALATE the issue to RIM/BlackBerry tier two level tech support. Sasktel is not always cooperative in doing this, you may need to push hard.

 

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New Contributor
Posts: 3
Registered: ‎03-25-2013
My Device: BlackBerry Z10
My Carrier: SaskTel

Re: BB Link Installation Error

[ Edited ]

Yeah, already tried that route and SaskTel seems to just want to wash their hands of it as usual.  

 

SaskTel: Welcome to SaskTel Support.  Note: For your protection, please do not send credit card information through chat.

Client: Hi, 

SaskTel: How can I help?

Client: I have a z10 through my work.  I am currently at work and for the past 3 weeks have tried to download the bb desktop manager but it always gives me the same error message "Some of the previous installation files from previous versions could not be removed..." and although our tech support has tried, and I have tried to uninstall the desktop manager and reinstall, always the same error message.  Computer does not recognize BB is even connected.  All my old info has been on my old BB and I cannot sync the two.  Can you please help?  Losing +++ time.

SaskTel: Unfortunately we cannot support computer issues with downloading and installing files. This would have to be handled through whoever supports the PC itself.

Client: Okay then.  Thanks

SaskTel: Is there anything else I can help you with?

Client: Thank you

Posts: 94,678
Likes: 24,430
Solutions: 6,357
Registered: ‎04-01-2008
My Device: Passport • Z30 • Z10 • Torch9850 • Playbook
My Carrier: Verizon

Re: BB Link Installation Error


dallaswilm wrote:

SaskTel: Unfortunately we cannot support computer issues with downloading and installing files. This would have to be handled through whoever supports the PC itself.

Client: Okay then.  Thanks

SaskTel: Is there anything else I can help you with?

Client: Thank you


They lied. You folded to quickly.

 

Go back with your guns loaded. Ask the question, demand the answer. You're installing BlackBerry Link, which Sasktel has CONTRACTED with you to support. If they cannot, then ask for the escalation to BlackBerry support.

 

If they refuse, move up the food chain.

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New Contributor
Posts: 3
Registered: ‎03-25-2013
My Device: BlackBerry Z10
My Carrier: SaskTel

Re: BB Link Installation Error

I spoke with the client this morning and they are planning on replacing a handful of workstations in the next week or so and they've decided to have that one worked into the refresh and then have the existing machine wiped and moved elsewhere in the building.  So I guess we'll never know Smiley Sad 

New Contributor
Posts: 6
Registered: ‎09-01-2012
My Device: 9810 Torch
My Carrier: H3G Italy Three

Re: BB Link Installation Error

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 fileSmiley Surprisedem192.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.