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Posts: 1
Registered: ‎05-30-2013
My Device: curve 9320
My Carrier: virgin media

My desktop will not connect to my smartphone

Hi I have been using the desktop for my blackberry for 2 years without any problems. All of a sudden when I connect my mobile using my USB cable it will not detect my phone. I have tried installing the desk top application to reinstall it but it will not install I have bought a new USB lead incase it was that but the problem is still there any help will be appreciated as I want to backup my phone.

Hall of Famer III
Posts: 58,481
Registered: ‎11-28-2008
My Device: DTEK50 (AAI82), PRIV (AAI795), Z10/Z30/Q10 (10.3.2.2813), Playbook (2.1.0.1917)
My Carrier: TMobile USA

Re: My desktop will not connect to my smartphone

Hi and Welcome to the Community!

Here is the list of troubleshooting articles...hopefully something will be useful:

  • http://supportforums.blackberry.com/t5/BlackBerry-Desktop-Software/Tips-for-getting-BlackBerry-Deskt...
  • KB10144 How to force the detection of the BlackBerry smartphone using Application Loader
  • KB28457 BlackBerry Desktop Software is unable to detect the BlackBerry Smartphone due to administrative permissions
  • KB28458 BlackBerry Desktop Software is unable to detect the BlackBerry Smartphone when user account control is enabled
  • KB28459 BlackBerry Desktop Software is unable to detect the BlackBerry Smartphone when a full version of Roxio® Media Manager is installed 
  • KB28456 BlackBerry Desktop Software is unable to detect the BlackBerry Smartphone when USB selective suspend setting is enabled
  • KB28444 The BlackBerry smartphone is not detected by BlackBerry Desktop Software when connected by USB to a USB hub or a docking station
  • KB28443 BlackBerry Desktop Software cannot detect the BlackBerry smartphone when it is connected via USB
  • KB02640 Troubleshooting USB connections
  • KB15486 Top 10 BlackBerry smartphone and BlackBerry Desktop Manager troubleshooting tips
  • KB00125BlackBerry Desktop Software cannot detect the BlackBerry smartphone
  • KB11439 BlackBerry Desktop Software does not detect the BlackBerry smartphone when it is connected
  • KB00019 No PIN displayed in BlackBerry Desktop Redirector
  • KB10938 "USB charging current is insufficient" appears on the BlackBerry smartphone
  • KB01451 How to turn on advanced synchronization logging if a wired synchronization fails
  • KB19717 The BlackBerry smartphone is not detected as a USB Mass Storage Device when connected to a computer
  • KB16310 Media Transfer Protocol and the BlackBerry Storm smartphone
  • http://supportforums.blackberry.com/t5/BlackBerry-Desktop-Software/Desktop-Manager-quot-disconnected...

Also, check that you are using only root USB ports...no hubs (sometimes the front-side ports are hubs...use a rear USB port). And make sure to try disabling USB power management in your system configuration (Device Manager).

Also check on conflicting software...it has been reported that the software package NTI Shadow&Ninja can cause a conflict; removing them and reinstalling the BB desktop software allows it to install correctly.

Apologies in advance if this is redundant -- there's no way to be sure if you've already seen and tried these. Also apologies if any are not presently available...RIM takes them up and down at will as they revise things.

Hopefully something there is helpful!


cheekychic wrote:

I have tried installing the desk top application to reinstall it but it will not install


That is concerning...though decidedly lacking in detail to provide adequate understanding. Therefore, all I can do is 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!

New to the Community? Click here and also here for helpful guidance. Also please click here for additional 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. If anyone has been helpful to you, please show your appreciation by clicking the button. Need a reference to BB10 OS/SR versions? Click here. Need a specific BB10 AutoLoader? Send me a private message.

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Contributor
Posts: 47
Registered: ‎09-24-2008
My Device: 9800 Torch
My Carrier: Swisscom

Re: My desktop will not connect to my smartphone

I have a similar problem and do not find any of the links listed helpful. The only thing I haven't tried is disabling UAC.  I see no reason to do this, as the SW was previously working with UAC enabled.  The Windows account I am  using has Administrator privileges.

The problem appears since I updated some drivers on my Thinkpad X230T.  Since updating the X230T drivers, I get the following dialog when starting the BB Desktop Software Version 7.1.0.41 (Bundle 42, 2013-03-07):
"Please wait while Windows configures BlackBerry Desktop Software"

Previously the BB Desktop Software was working fine, and synchronizing wtih Outlook 2013 under Win 7 Pro x64.  The symptoms are as follows:
My BB Torch 9800 is recognized by Windows, i.e. when I connect it I am prompted (presumably by BB Device Manager) for its password.

However, Desktop never shows the device as connected, so I can no longer synchronize.

Rebooting and reconnecting the BB 9800 doesn't help, nor does uninstalling the BB driver.

Normally I would repair or reinstall the BB software, but I am unable to do so.

If I try to repair, I get: Error 1723, with some nonsense about a damaged DLL.

However, I get the same error, even if I run a freshly downloaded copy of the installation software "as Administrator".

If I try to uninstall, I get:
Error 2738. Could not access VBScript run time for custom action.

 

BB Desktop Software shows the following installation information:
BB Device Manager 6.0.0.69
BBDevMgr 4.2.0
RIM USB Driver 4.2.0.19
RIM USB Serial Driver 2.3.0.11
PlayBook RNDIS Driver Interface 1.0.0.45
Application Loader 7.1.0.48

 

Any further advice would be welcome.

Hall of Famer III
Posts: 58,481
Registered: ‎11-28-2008
My Device: DTEK50 (AAI82), PRIV (AAI795), Z10/Z30/Q10 (10.3.2.2813), Playbook (2.1.0.1917)
My Carrier: TMobile USA

Re: My desktop will not connect to my smartphone

KB03490 Internal Error 2738. Could not access VBscript appears when installing BlackBerry Desktop Manager


Occam's Razor nearly always applies when troubleshooting technology issues!

New to the Community? Click here and also here for helpful guidance. Also please click here for additional 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. If anyone has been helpful to you, please show your appreciation by clicking the button. Need a reference to BB10 OS/SR versions? Click here. Need a specific BB10 AutoLoader? Send me a private message.

...................................................... ......................................................
Contributor
Posts: 47
Registered: ‎09-24-2008
My Device: 9800 Torch
My Carrier: Swisscom

Re: My desktop will not connect to my smartphone

[ Edited ]

Since I have Win 7 x64, I  followed the instructions in the KB article for Vista x64.

regsvr32 reported success, but I still get the same error messages when attempting repair or removal of BB Desktop.

 

P.S. After the above-reported failure, I also tried registering the version of vbscript.dll in C:\Windows\system32, as suggested in the KB instructions for 32 bit Vista.  However, the error 2738 on attempted uninstall of BB Desktop persists.

Hall of Famer III
Posts: 58,481
Registered: ‎11-28-2008
My Device: DTEK50 (AAI82), PRIV (AAI795), Z10/Z30/Q10 (10.3.2.2813), Playbook (2.1.0.1917)
My Carrier: TMobile USA

Re: My desktop will not connect to my smartphone

Then I would suggest going through the Clean Startover process that is linked toward the end of post 2 above.

Occam's Razor nearly always applies when troubleshooting technology issues!

New to the Community? Click here and also here for helpful guidance. Also please click here for additional 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. If anyone has been helpful to you, please show your appreciation by clicking the button. Need a reference to BB10 OS/SR versions? Click here. Need a specific BB10 AutoLoader? Send me a private message.

...................................................... ......................................................
Contributor
Posts: 47
Registered: ‎09-24-2008
My Device: 9800 Torch
My Carrier: Swisscom

Re: My desktop will not connect to my smartphone

[ Edited ]

If you are referring to:

http://supportforums.blackberry.com/t5/Desktop-Software-for-PC/Cleanly-quot-Starting-Over-quot-with-...

both that article and the KB:

  • KB02206 How to perform a clean uninstall of BlackBerry Desktop Software

it refers to start out by asking me to uninstall the software as I have been trying to do.

Since that doesn't work, I don't underestand what you are suggesting.

 

Hall of Famer III
Posts: 58,481
Registered: ‎11-28-2008
My Device: DTEK50 (AAI82), PRIV (AAI795), Z10/Z30/Q10 (10.3.2.2813), Playbook (2.1.0.1917)
My Carrier: TMobile USA

Re: My desktop will not connect to my smartphone

Yes, that is what I'm referring to. So, let me see if I understand...

1) Whenever you try to uninstall, you get the 2738 Error. When you do what the KB states, it seems to go correctly, but does not resolve the issue.

2) Whenever you try to reinstall or repair, you get "Error 1723, with some nonsense about a damaged DLL"...can you perhaps expand on that? I don't find any KB with Error ID 1723, so perhaps the rest of the error message (exact and complete, please) could help in searching.

Of course, you can search the public KBs just as well as I can...they are freely available to all users...

Occam's Razor nearly always applies when troubleshooting technology issues!

New to the Community? Click here and also here for helpful guidance. Also please click here for additional 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. If anyone has been helpful to you, please show your appreciation by clicking the button. Need a reference to BB10 OS/SR versions? Click here. Need a specific BB10 AutoLoader? Send me a private message.

...................................................... ......................................................
Contributor
Posts: 47
Registered: ‎09-24-2008
My Device: 9800 Torch
My Carrier: Swisscom

Re: My desktop will not connect to my smartphone

[ Edited ]

Unfortunately the error 1723 dialog isn't large enough to display the full text of the error message, and I don't find any way to enlarge it, nor do I find a way to upload a screenshot of the dialog here.  Here is what I can make out:

"Error 1723: There is a problem with this Windows Installer package.  A DLL required for this install to complete could not be run.  Contact your suppor personnel or package vendor.  Action RepairRimUsbDriverNt.07D232B6_7904_4970_8822..."

The error message is the same when I choose repair, whether I use the uninstall program from Windows Control Panel or whether I run the 7.1.0.41 installer freshly downloaded from the BlackBerry website.

The original installation was performed with an earlier version provided by Swisscom.  I then allowed BB Desktop to update itself to the current version.

 

P.S. I searched the KB, but didn't find anything relevant.

Hall of Famer III
Posts: 58,481
Registered: ‎11-28-2008
My Device: DTEK50 (AAI82), PRIV (AAI795), Z10/Z30/Q10 (10.3.2.2813), Playbook (2.1.0.1917)
My Carrier: TMobile USA

Re: My desktop will not connect to my smartphone

Hmmm...well, I'm pretty much out of ideas then. Somehow, you need to figure a way to remove the old installation. Have you tried any of the 3rd party Windows App Removal tools? Some have reported luck with them (I don't recall any names though). In the worst of the worst cases, some have reported needing to totally re-install Windows from scratch to clean up whatever has gotten so badly corrupted that nothing else will work.

I wish I had more for you, but that's all that I can think of. You may have better luck continuing to search the KBs as well as this forum itself...maybe there are threads with information that I'm just not remembering (limitations of the human brain and all of that).

Good luck!

Occam's Razor nearly always applies when troubleshooting technology issues!

New to the Community? Click here and also here for helpful guidance. Also please click here for additional 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. If anyone has been helpful to you, please show your appreciation by clicking the button. Need a reference to BB10 OS/SR versions? Click here. Need a specific BB10 AutoLoader? Send me a private message.

...................................................... ......................................................