BlackBerry Desktop Manager has encountered a problem and needs to close

Doc ID : KB10340
Last Modified : 2007-06-07
Document Type : Support


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Environment

  • BlackBerry® Desktop Manager 4.2
  • BlackBerry® Device Software 4.2


Problem

The BlackBerry device user receives one of the following errors after synchronizing the BlackBerry device:

BlackBerry Desktop Manager has encountered a problem and needs to close. We are sorry for the inconvenience.

or

Handheld Tools has encountered an problem and needs to close. We are sorry for the inconvenience.



Cause

This issue may be caused by one of the following:

  1. The Intellisync® folder is corrupt.
  2. The BlackBerry Desktop Manager cannot locate the file it is trying to synchronize.
  3. The BlackBerry database for the application you are running has become corrupt. 


Resolution

Cause 1

The Intellisync folder is corrupt.

Resolution

For BlackBerry Desktop Manager

  1. Close BlackBerry Desktop Manager.
  2. Open Microsoft® Windows® Explorer and delete the Research In Motion folder in the following location:

    C:\Documents and Settings\<user_name>\Application Data\

  3. Open the BlackBerry Desktop Manager again.
  4. Double-click the Synchronize icon.
  5. On the Synchronize tab, make sure Synchronize Organizer Data is checked.
  6. Select the Configuration tab and click Configure Synch. The Research In Motion folder is created automatically.
  7. On the Configuration screen, select the Address Book application and click Choose.
  8. Select the correct translator and click Options.
  9. To save the changes, click OK.
  10. Return to the Synchronize tab and perform a synchronization by clicking Synchronize Now.

For Handheld Tools Desktop Manager

  1. In Handheld Tools Desktop Manager, select Synchronize.
  2. Select Configuration Settings.
  3. Click Reset Configuration. The Research In Motion folder will be re-created automatically.
  4. On the Handheld Configuration Screen, select the Address Book/Calendar application and click Choose.
  5. Select the correct translator and click OK to save the changes.
  6. Return to the Synchronize tab and perform a synchronization by clicking Synchronize Now.

Cause 2

The BlackBerry Desktop Manager cannot locate the file it is trying to synchronize.

Resolution

To resolve this issue, complete the following steps:

  1. Open BlackBerry Desktop Manager.
  2. Double-click the Synchronize icon and click the Configuration tab.
  3. Select the Configure synch option.
  4. Highlight the application that is producing the error and select Choose.
  5. Select Browse.
  6. On the bottom window, select the location to synchronize and select Remove.
  7. From the top window, find the same location to synchronize and select Add.
  8. Click OK.
  9. Return to the Synchronize tab and perform a synchronization by clicking Synchronize Now.

Cause 3

The BlackBerry database for the application you are running has become corrupt.

Resolution

  1. Open BlackBerry Desktop Manager.
  2. Go to Backup and Restore.
  3. Click on Advanced.
  4. Highlight the database that was failing (e.g., Calendar).
  5. Click the Clear button.
  6. Close Backup and Restore and open Synchronize.
  7. Perform a synchronization.

Products & Services:

  • BlackBerry Desktop Software
  • Version 4.2
  • BlackBerry Devices
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