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Old 12-31-2008, 05:42 AM   #1 (permalink)
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I will likely lose my job if I cannot restore the information from this backup!

I was on a trip and a family member triggered my Bold's secure wipe (wrong password 10 times). I had made a backup just before the trip and it contains very critical information. When I try to do a restore with Desktop Manager (latest, 4.7.0.32, same version was used to make the backup), it crashes as soon as I select the backup file. I tried opening the .ipd backup file from Advanced instead, with the handset disconnected, with the same crash result: "An unhandled win32 exception has occured in DesktopMgr.exe [4340]." where the number in the brackets is different every time.

Please, what do I do??!

Last edited by Prune : 12-31-2008 at 05:43 AM.
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Old 12-31-2008, 05:51 AM   #2 (permalink)
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I would first make a backup of the backup. Make sure it is safe.
Next, I would downgrade Desktop Manager to v. 4.6. V. 4.7 has been reported here to cause some issues.
Then, I would try to restore again.
Finally, if that does not work, I would try to do an Advanced Restore and select ONLY the databases you need and try to restore those.
Good luck. This sounds like a solvable problem.
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Old 12-31-2008, 07:00 AM   #3 (permalink)
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Uninstalled 4.7 and installed 4.6. I get the same error.
I had already tried using the Advanced restore as I mentioned in the first post. It crashes as soon as I select the backup file. It appears to crash when it tries to read that file.

I'd gladly pay someone that can help me
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Old 12-31-2008, 07:18 AM   #4 (permalink)
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Not sure if this will/could help, but there are specific instructions for uninstalling Dersktop Manager: How to Perform a Clean Uninstall/Reinstall of BlackBerry Desktop Software
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Old 12-31-2008, 03:29 PM   #5 (permalink)
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Yeah, I used those instructions when I uninstalled 4.7.

It's something in the backup file that's crashing Desktop Manager, but there shouldn't be since it was generated by Desktop Manager... I don't understand how RIM can put out such crappy software
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Old 01-03-2009, 05:24 AM   #6 (permalink)
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How many backups have you done with this phone?
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Old 01-03-2009, 04:34 PM   #7 (permalink)
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That was the only recent one.

I called RIM and paid for their incident-based support. They asked me to email them the backup file, and it didn't work on their side either. And they couldn't fix my problem... a waste of fifty buck (RIM support are next to useless--I highly recommend people avoid paying them regardless of what the problem is)

Eventually I opened the file with ABC Amber BlackBerry Converter and I could read most of the settings and info, and manually reentered it in the phone. I took a full day.
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Old 01-03-2009, 09:19 PM   #8 (permalink)
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What operating system are you running, Vista? I had a user have a similar problem once.
- Make a backup of the backup
- Remove desktop manager COMPLETELY from your computer
- Restart your computer
- Install desktop manager again

This is how I was able to fix my users problem..give that a try
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Old 01-03-2009, 09:21 PM   #9 (permalink)
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I missed your most recent post. What exactly are you trying to recover from your backup? If RIM was unable to get it to work, I would say something is corrupted in the back up. Remove DM and reinstall it before making another backup.
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Old 01-03-2009, 10:14 PM   #10 (permalink)
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I'm using XP. As I said, I have reinstalled and installed various versions of DM.
I was trying to recover everything. The backup may be corrupted, but that means there's a bug in DM that writes corrupt backups. And even with a corrupt backup, DM shouldn't crash and it shows DM is buggy. The fact that the Amber Converter imported the backup just fine means it probably is not corrupt. The fact that RIM couldn't figure out the issue means that their tech support team is out of touch with their software developers team, because I bet if they had escalated the issue to the latter group, those would have figured it out within 10 minutes (I speak as a software developer myself). Overall, this shows to me that RIM is not really concerned with making robust products (the loose-fitting back casing on the Bold, the random phone restarts, etc., are just other indicators). I'm ashamed as a Canadian that a Canadian company has produced such lousy junk.
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