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Contributor
Posts: 17
Registered: ‎08-15-2010
My Device: Torch 9800
My Carrier: AT&T

Desktop Software v6 Download

I can not open the Desktop Software v6 after downloading. I get the error message:  "BlackBerry Desktop Software has encountered a problem and needs to close.  We are sorry for the inconvenience." I downloaded Windows PC software. I have Windows XP with Service Pack 3. Any ideas what is causing the software not to open? I downloaded v5.0 and have no issues opening and using this earlier version.

Posts: 94,250
Likes: 24,335
Solutions: 6,331
Registered: ‎04-01-2008
My Device: Passport • Z30 • Z10 • Torch9850 • Playbook
My Carrier: Verizon

Re: Desktop Software v6 Download

Did you uninstall the previous DM5 first?

 

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Contributor
Posts: 17
Registered: ‎08-15-2010
My Device: Torch 9800
My Carrier: AT&T

Re: Desktop Software v6 Download

I tried installing it with the previous software still loaded on the computer and when that didn't work I uninstalled all the software including v6 and rebooted, then downloaded v6 again but still get the error message. Thanks for your response.

Posts: 94,250
Likes: 24,335
Solutions: 6,331
Registered: ‎04-01-2008
My Device: Passport • Z30 • Z10 • Torch9850 • Playbook
My Carrier: Verizon

Re: Desktop Software v6 Download

*********For a Clean uninstall of Desktop Manager
http://www.blackberry.com/btsc/KB02206

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1. If any post helps you please click the Like Button below the post(s) that helped you.
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Contributor
Posts: 17
Registered: ‎08-15-2010
My Device: Torch 9800
My Carrier: AT&T

Re: Desktop Software v6 Download

Thank you for the link to the information it is very informative. I can get through most of the tasks until I get to Task 3 "

  1. Navigate to C:\Documents and Settings\<user name>\Application Data\ and delete the Research In Motion and BlackBerry Desktop folders, if present.

  where I get an error message saying that:  "Cannot delete ODSTRACE.XML. Access is denied."

 

That is as far as I can go.

Posts: 94,250
Likes: 24,335
Solutions: 6,331
Registered: ‎04-01-2008
My Device: Passport • Z30 • Z10 • Torch9850 • Playbook
My Carrier: Verizon

Re: Desktop Software v6 Download

Open your PC tasks app... the shows processess are running.

 

If you see one like dm.exe, rimupdate or dmupdate, close them.

 

And try Step 3 again.

>> NEW! 10% discount on BlackBerry devices from ShopBlackBerry.com, including PRIV


1. If any post helps you please click the Like Button below the post(s) that helped you.
2. Please resolve your thread by marking the post "Solution?" which solved it for you!
3. Install free BlackBerry Protect today for backups of contacts and data.
4. Guide to Unlocking your BlackBerry & Unlock Codes
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PIN: C0001B7B4   Display/Scan Bar Code
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Contributor
Posts: 17
Registered: ‎08-15-2010
My Device: Torch 9800
My Carrier: AT&T

Re: Desktop Software v6 Download

I do not find any of those applications running under PC Tasks. When I try to delete Blackberry Desktop under Application Data I get the same message. I have tracked the error down to a TraceLogs file but can't figure out how to delete it. It is located under Transaction Manager, ComponentData. To sync music, photos, etc on my Blackberry it uses Roxio. Would this program need to be deleted to successfully uninstall Blackberry Desktop Software so I can then install v6?

Contributor
Posts: 17
Registered: ‎08-15-2010
My Device: Torch 9800
My Carrier: AT&T

Re: Desktop Software v6 Download

I just completed doing a search of the registry keys and deleting all references as you recommended but I still cannot install the Desktop Software v6. I cannot delete the trace logs.

 

  1. In the Registry Editor, navigate to My Computer.
  2. Click Edit and select Find.
  3. Type Research In Motion and click Find Next.
  4. Delete the result.
  5. Press F3 to automatically find the next result.
  6. Delete the result and repeat Step 5 until no more results are produced.

Having said that I am able to download a previous version 5.0 of the software. I appreciate any other suggestions to resolve this issue so I can use the most up to date software for my new blackberry.

 

Thanks.

Elite I
Posts: 6,343
Registered: ‎08-19-2008
My Device: 9800 - OS 6.0.0.246

Re: Desktop Software v6 Download

Can you try to start the computer in Safe Mode and delete the folder?

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Contributor
Posts: 17
Registered: ‎08-15-2010
My Device: Torch 9800
My Carrier: AT&T

Re: Desktop Software v6 Download

Thanks for your reply. I tried to delete the problem file in safe mode but without success. I get the same message that the file is either full or write protected.