Desktop Manager 5.0.1.37 Crash on Windows 7

Question

Hi people, I have a 8520 and desktop manager 5.0.1.37 installed on a Windows 7 Ultimate 32 Bits. After the sincronization process is done it crash with the following error.
Problem signature:
  Problem Event Name:    APPCRASH
  Application Name:    DesktopMgr.exe
  Application Version:    5.0.1.37
  Application Timestamp:    4b982830
  Fault Module Name:    olmapi32.dll
  Fault Module Version:    12.0.6514.5000
  Fault Module Timestamp:    4a89d653
  Exception Code:    c0000005
  Exception Offset:    0004c076
  OS Version:    6.1.7600.2.0.0.256.1
  Locale ID:    1033
  Additional Information 1:    0a9e
  Additional Information 2:    0a9e372d3b4ad19135b953a78882e789
  Additional Information 3:    0a9e
  Additional Information 4:    0a9e372d3b4ad19135b953a78882e789
Faulting application name: DesktopMgr.exe, version: 5.0.1.37, time stamp: 0x4b982830
Faulting module name: olmapi32.dll, version: 12.0.6514.5000, time stamp: 0x4a89d653
Exception code: 0xc0000005
Fault offset: 0x0004c076
Faulting process id: 0xbcc
Faulting application start time: 0x01cae15d7511335b
Faulting application path: C:\Program Files\Research In Motion\BlackBerry\DesktopMgr.exe
Faulting module path: C:\Program Files\Microsoft Office\Office12\olmapi32.dll
I have reinstalled the application several times, I have installed in other computer with the same version of Windows 7 and I have the same problem.
Any Ideas???

Answer 1

Hi and Welcome to the Forums!
I've searched the public KBs for any hint of the various codes in your error log and haven't found anything as of yet. You may have better luck.
But, given that, I recommend a complete and clean start over...here's a process:
I suggest the following steps (insert plenty of reboots of your PC...not just restarts, but full power down reboots). Also, it is advised that you be logged into the PC on an account with full admin rights. Further, under Vista/Win7, use the "Run As Administrator" option for everything.
1) Remove your device OS update package from your PC (add/remove programs)
2) Cleanly uninstall the RIM DTM software:
KB02206 How to perform a clean uninstall of BlackBerry Desktop Software
Some have reported that there are more registry keys to remove than are discussed in that KB
Others have reported the use of a registry cleansing tool to also be helpful
3) Get a fresh download of the RIM DTM software:
https://www.blackberry.com/Downloads/entry.do?code=A8BAA56554F96369AB93E4F3BB068C22
Choose the version that is newest and (if applicable) compatible with your PIM (if you are synchronizing via USB):
KB12268 Applications supported by BlackBerry Desktop Manager for synchronization
4) Download (to your PC) a fresh copy of your device OS package from your carrier:
http://na.blackberry.com/eng/support/downloads/download_sites.jsp
5) Install DTM to your PC
6) Install (also to your PC), the device OS package
7) Start the organizer configuration over:
KB17022 How to configure organizer applications for synchronization using BlackBerry Desktop Manager
Hopefully that will get things going again.
Good luck and let us know!
Occam's Razor nearly always applies when troubleshooting technology issues!
If anyone has been helpful to you, please show your appreciation by clicking the button inside of their post. Please click here and read, along with the threads to which it links, for 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.
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