Expert: DebiN - 8/23/2009

Question
QUESTION: Hi Debi,

I wrote you before and your answer worked.  However, my blackberry desktop just started crashing again.  Here is the new error message:

Problem signature:
 Problem Event Name:   APPCRASH
 Application Name:   DesktopMgr.exe
 Application Version:   5.0.0.11
 Application Timestamp:   4a4bd539
 Fault Module Name:   StackHash_6d57
 Fault Module Version:   6.0.6002.18005
 Fault Module Timestamp:   49e03821
 Exception Code:   c0000374
 Exception Offset:   000afaf8
 OS Version:   6.0.6002.2.2.0.256.6
 Locale ID:   3081
 Additional Information 1:   6d57
 Additional Information 2:   a8064b034a1a2f2f618d075073f8fe42
 Additional Information 3:   2dc5
 Additional Information 4:   dbcf31406c7084dbad1f33e2de526f4e

Can you please help again?  If it is again an incompatibility between the software and the handset, how do I get them aligned?

Thanks,

JEFF

ANSWER: Yes, it's the same issue as before. It sounds like you have been downloading software that is not compatible with your device, i.e., the OS verison is 6.0, but the application is 5.0. I would recommend just deleting Desktop Manager and reloading it and cradling the BlackBerry and you should get back in synch. It would be much more helpful if you can tell me what you are doing that keeps causing these issues. What are you putting onto your BlackBerry? Thanks. debiN

---------- FOLLOW-UP ----------

QUESTION: I have NO idea what I am doing to cause it.  After I followed your instructions last time, it worked for about a week, then one day I went to sync it, and it didn't work.  It was the same day that my automatic backup was scheduled, if that means anything.  All I put into my Blackberry is Outlook--contacts, email, calendar, and then also tasks.  I have been on Google...what version of Desktop Mgr should I be downloadding.  Do you have a refference site where I can find it?

Jeff

ANSWER: It sounds like the version of Desktop Manager and OS are not compatible and whenever you go to sync, it is causing the problem as you mention. You need to update the Desktop Manager version so that it is compatible with the OS on the device. The best way to do this is to go to your carrier's web site, search for the BlackBerry model you have and then follow their link to the RIM site or their own site to download the latest Desktop Manager version and firmware version for your device. That would put everything into sync. Who is your carrier?

---------- FOLLOW-UP ----------

QUESTION: The carrier is Telstra here in Australia.

Jeff

Answer
Jeff, I'm not familiar with any of the non-US carriers as it relates to BlackBerrys, I'm afraid. I might suggest that you contact Telstra to make sure that you have the latest release of the firmware for your particular BlackBerry. I know it's just out of sync, but the best way to fix this is just to have the latest release, wipe your handheld and then start from scratch. If that doesn't work, I'm afraid that without looking at the device and doing diagnostics, I wouldn't know any other way to fix this issue. Telestra should help you with this though since you go the BlackBerry from them and they should help you troubleshoot the issue. Thanks. DebiN