05-30-2013 09:14 AM
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.
05-30-2013 02:42 PM
Hi and Welcome to the Community!
Here is the list of troubleshooting articles...hopefully something will be useful:
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!
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.
05-31-2013 04:40 AM
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 22.214.171.124 (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 126.96.36.199
RIM USB Driver 188.8.131.52
RIM USB Serial Driver 184.108.40.206
PlayBook RNDIS Driver Interface 220.127.116.11
Application Loader 18.104.22.168
Any further advice would be welcome.
05-31-2013 09:37 AM
KB03490 Internal Error 2738. Could not access VBscript appears when installing BlackBerry Desktop Manager
05-31-2013 04:16 PM - edited 05-31-2013 04:22 PM
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.
05-31-2013 04:21 PM
05-31-2013 04:27 PM - edited 05-31-2013 04:28 PM
If you are referring to:
both that article and the KB:
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.
05-31-2013 04:34 PM
05-31-2013 04:50 PM - edited 05-31-2013 04:53 PM
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 22.214.171.124 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.
05-31-2013 05:01 PM