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Old 12-04-2009, 02:22 PM   #1 (permalink)
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Default Cannot install Desktop Manager

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Hi everyone - I'm a newbie here and hoping someone can help.

I just inherited a Curve 8320 and am trying to install Desktop Manager on my Dell Inspiron laptop.

I downloaded all the software, but when I tried to install Desktop Manager, I got this message: Before you begin, verify that your current Blackberry device is connected to your computer.

Easy enough, I plug it in via the USB. The BB gets a pop-up: USB charging current is not sufficient. Verify that your handheld is connected to a powered USB charging source and that the proper USB driver is installed.

The BB is fully charged, so it's not a charging issue. I tried everything. Downloading the driver separately (get a message it's already installed), unplugging all other devices. Tried all the ports. No go. I cannot get beyond that message with Desktop Manager.

I have a WD Passport external hard drive that runs off a USB port just fine without any other power source, so I didn't anticipate any problem with the BB.

Searched online for a solution, finding plenty of old threads on various tech boards. Nothing suggested worked for me. So I thought I'd take one last crack at finding a solution and post here.

If anyone has any suggestions, I'd appreciate it.

Thanks!
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Old 12-04-2009, 02:30 PM   #2 (permalink)
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You are getting the power message because you haven't yet installed the drivers that are needed, which will get installed when you install blackberry manager.

It's been so long, I don't remember exactly. If you start from scratch, boot up the computer, run the desktop software installer, what happens? Be sure you are installing the _desktop_ software and not something else. Does it still tell you to connect the blackberry?
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Old 12-04-2009, 03:09 PM   #3 (permalink)
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Quote:
Originally Posted by aiharkness View Post
Wirelessly posted (8820)

You are getting the power message because you haven't yet installed the drivers that are needed, which will get installed when you install blackberry manager.

It's been so long, I don't remember exactly. If you start from scratch, boot up the computer, run the desktop software installer, what happens? Be sure you are installing the _desktop_ software and not something else. Does it still tell you to connect the blackberry?
After rebooting, when I open Desktop Manager, it briefly says Initializing and then goes right to the "Before you begin, verify that your current Blackberry device is connected to your computer" message. And that's as far as I can go, because when I connect it, I get the "USB charging current is not sufficient" message.

I tried downloading just the USB and Modem Drivers but got the message "A newer version of the desktop software is already installed."

I've tried this a few times already with no success.
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Old 12-04-2009, 03:15 PM   #4 (permalink)
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So that I am clear ... You are installing Desktop Manager, right? You have never installed it before? You have downloaded the installer from blackberry.com, and that is what you are running?

In other words, you have donwloaded 501_b049_multilanguage.exe from https://www.blackberry.com/Downloads...039F7898184FC5 and that is what you are running. Is that correct?
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Old 12-04-2009, 03:34 PM   #5 (permalink)
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I checked and yes, that is exactly the software I downloaded. Never installed it before, today is my first attempt.
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Old 12-04-2009, 03:40 PM   #6 (permalink)
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Make sure to use a known good USB cable and a real USB port(not hub or docking station)
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Old 12-04-2009, 03:40 PM   #7 (permalink)
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See what others say. I don't believe you should be seeing that message. Rather, there's is something I'm missing.

Do you see any other screens during installation before that, or respond to the installer's prompts in any way, or is it you get that message right away before anything else?
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Old 12-04-2009, 03:42 PM   #8 (permalink)
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Quote:
Originally Posted by devnull View Post
Make sure to use a known good USB cable and a real USB port(not hub or docking station)

Do you connect the BB when the DM installer is installing? I don't think so, but can't remember for sure.
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Old 12-04-2009, 03:45 PM   #9 (permalink)
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My comment was refering to the "USB charging current is not sufficient" message... Sorry, I should have been more clear.
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Old 12-04-2009, 03:49 PM   #10 (permalink)
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LoveMyNewBB... Assuming you are doing everything right and the DM installer is telling you to connect the BB, follow devnull's advice. If you are using a hub or keyboard USB connection, don't. And try different USB ports if you have several on the computer. See if one works.
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Old 12-04-2009, 03:56 PM   #11 (permalink)
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I'm using the same port I always used for my external hard drive. It's a real port, not a hub. Never had a problem with it. The USB cable has also worked with other devices.

I did not connect the BB until the software was downloaded.

I get no other messages with Desktop Manager, it says Initializing for just a couple of seconds and then goes right to the "Before you begin, verify that your current Blackberry device is connected to your computer" message. So if that means the drivers aren't installed yet and I cannot get the computer to recognize the BB without the drivers, it's a vicious cycle with no resolution.

I've never had technology problems before and am just stumped by this.
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Old 12-04-2009, 03:59 PM   #12 (permalink)
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Quote:
Originally Posted by aiharkness View Post
LoveMyNewBB... Assuming you are doing everything right and the DM installer is telling you to connect the BB, follow devnull's advice. If you are using a hub or keyboard USB connection, don't. And try different USB ports if you have several on the computer. See if one works.
I have tried every single port. Seriously, I would not be wasting people's time here if I had not already tried every thing I could think of.

Maybe I should change my user name... I'm not loving my new BB right now.
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Old 12-04-2009, 04:05 PM   #13 (permalink)
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Two things:

1 - blackberry is different. You may not have trouble with other devices and hardware. But people have had trouble with blackberrys and hubs, etc. Even trouble with some ports on the computer but not others. It is one of the common troubleshooting steps when there are connection issues.

2 - You say you didn't connect the blackberry until after "the software was downloaded." The download I mention in post #4 is an installer. After you downloaded it, did you execute it? Did you run it?
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Old 12-04-2009, 04:10 PM   #14 (permalink)
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Quote:
Originally Posted by LoveMyNewBB View Post
I have tried every single port. Seriously, I would not be wasting people's time here if I had not already tried every thing I could think of.

Maybe I should change my user name... I'm not loving my new BB right now.
Stay with it and try not to get frustrated. We'll figure it out.
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Old 12-04-2009, 04:11 PM   #15 (permalink)
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@LoveMyNewBB

Don't throw in the towel yet. Heck you only started posting this problem a few hours ago. Give some time for others to respond.

Along with what Ira has said, not every USB cable is the same.

I personally have never tried DM v5. I am quite happy with DM v4.6.
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Old 12-04-2009, 04:26 PM   #16 (permalink)
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Quote:
Originally Posted by aiharkness View Post
Two things:

1 - blackberry is different. You may not have trouble with other devices and hardware. But people have had trouble with blackberrys and hubs, etc. Even trouble with some ports on the computer but not others. It is one of the common troubleshooting steps when there are connection issues.
That's why I tried all the ports - I figured you never know what might work and what might not. That seemed pretty basic to me.

Quote:
Originally Posted by aiharkness View Post
2 - You say you didn't connect the blackberry until after "the software was downloaded." The download I mention in post #4 is an installer. After you downloaded it, did you execute it? Did you run it?
I downloaded (saved) it and then ran it. Once there was an icon on my desktop, I opened it and that's when it briefly said "Initializing" before the other message and then when I tried to connect the BB... well, I won't repeat myself.

Should I try to uninstall Desktop Manager and try just installing the separate Driver software?

Thanks so much to both of you for your help. I'm only kidding about the user name comment... I'm sure BB and I will be very happy together once I get everything up and running.
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Old 12-04-2009, 04:34 PM   #17 (permalink)
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Here are my suggestions. Not necessarily in this order.

1.) different cable
2.) different PC
3.) different version(older perhaps) of Desktop Manager. And yes, uninstall what you have first.

As a side note, here is a thread from another forum member having the same type of issue with a possible fix.
Desktop Manager and Windows 7
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Old 12-04-2009, 04:40 PM   #18 (permalink)
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OK...... It sounds like you did successfully install desktop manager, and you have a shortcut on your desktop. Did you go through steps similar to what is here: https://support.t-mobile.com/doc/tm5...evPageIndex=2? (This is for older version of desktop manager, but close.)

If you have installed DM, then what it sounds like you are seeing is the larger DM window loading, and inside is the much smaller rectangular window that says initializing.

Am up to speed with you now?

If so, don't bother with the USB drivers. Run the installer again. I believe you will get the option to change the setup or uninstall. Take your pick. I think I would uninstall, reboot, then reinstall.

Make sure your are selecting the correct options during the installation. If you are using this with personal email (BIS), choose that option. Do not choose eneterprise or redirector.
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Last edited by aiharkness : 12-04-2009 at 04:44 PM.
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Old 12-04-2009, 04:49 PM   #19 (permalink)
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Quote:
Originally Posted by aiharkness View Post
Am up to speed with you now?
Exactly!

Quote:
Originally Posted by devnull View Post
1.) different cable
Tried two different USB cables, that's all I have.

Quote:
Originally Posted by devnull View Post
2.) different PC
Not an option, my other laptop is old and the USB ports are not even high-speed.

Quote:
Originally Posted by devnull View Post
3.) different version(older perhaps) of Desktop Manager. And yes, uninstall what you have first.

As a side note, here is a thread from another forum member having the same type of issue with a possible fix.
I had actually found that thread before I posted here (I did a few searches to try and trouble-shoot myself, before bothering people for help).

I think I'm going to uninstall everything and start from scratch and see if that helps.
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Old 12-04-2009, 04:54 PM   #20 (permalink)
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Post an update when you get the chance.

I see you are not unique, after a search and looking at the thread devnull linked. A clean uninstall, reboot, and the reinstall appears to be the best thing to try. Fingers crossed.
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Last edited by aiharkness : 12-04-2009 at 05:02 PM.
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