"The application loader wizard requires the BlackBerry Device Manager to be installed. Please contact customer support" appears when an action is performed on the BlackBerry Desktop Manager

Article ID: KB19072

Type: Support Content

Last Modified: 05-22-2012

 

Product(s) Affected:

  • Desktop Software (Windows)
CollapseEnvironment
  • BlackBerry® Desktop Manager
  • BlackBerry® Device Manager
  • BlackBerry® Device Software
  • Windows® 7
  • Windows Vista™
  • Windows XP
  • DT 331875
CollapseOverview

The following message appears when an action is performed on the BlackBerry® Desktop Manager:

The application loader wizard requires the Blackberry Device Manager to be installed. Please contact customer support.

This message might appear in the following situations:

  • When the BlackBerry Desktop Manager is installed
  • When the BlackBerry Desktop Manager is opened
  • When a BlackBerry smartphone is detected by the BlackBerry Desktop Manager
  • When the BlackBerry Desktop Manager attempts to check for BlackBerry® Device Software updates

Complete the following steps in order, starting with Step 1. When the issue is resolved, do not perform any subsequent steps.


Step 1 - Repair BlackBerry Desktop Manager installation

To repair the BlackBerry Desktop Manager, complete the following steps:

For Windows XP

  1. On the computer, go to Start > Control Panel > Add/Remove Programs.
  2. Click BlackBerry Desktop Software and click Change/Remove.
  3. Click Repair.

For Windows Vista or Windows 7

  1. On the computer, go to Start > Control Panel > Programs and Features.
  2. Click BlackBerry Desktop Software and click Change/Remove.
  3. Click Repair.

Step 2 - Remove any earlier versions of the BlackBerry Desktop Manager

For instructions to remove earlier versions of the BlackBerry Desktop Manager, see KB02206.

Note : When the removal is completed, refer to Step 3 for information on how to obtain and install the latest version of the BlackBerry Desktop Manager.


Step 3 - Install the latest supported version of the BlackBerry Desktop Manager for the BlackBerry smartphone.

To obtain the latest version of BlackBerry Desktop Manager, visit BlackBerry.com/services/desktop.


Step 4 - Register RIM Device Manager application files.

Register the RIM Device Manager application files by completing the following steps:

  1. On the computer, click Start > Run.
  2. In the Open field, type CMD and click OK.
  3. At the command prompt, type CD C:\Program Files\Common Files\Research In Motion\RIMDeviceManager (32-bit Windows) or CD C:\Program Files (x86)\Common Files\Research In Motion\RIMDeviceManager (64-bit Windows) and press the ENTER key.
  4. At the command prompt, type RIMDeviceManager.exe /regserver and press the ENTER key.
  5. At the command prompt, type regsvr32 RIMDeviceManagerps.dll and press the ENTER key.

Note: If a message appears stating specified module could not be found, complete the instructions in the Additional Information section below.

  • At the command prompt, type Exit and press the ENTER key.
  • Restart the computer.
  • CollapseAdditional Information

    If the message specified module could not be found appears while trying to register the rimdevicemanagerps.dll file, complete the following steps:

    1. Click Start > Search > For Files or Folders.
    2. In the Search for files or folders named field, type rimdevicemanagerps.dll.
    3. Click Search Now.
    4. Record the folder path where the rimdevicemanagerps.dll file is stored on your computer.
    5. At the command prompt, type cd <type the folder path where the rimdevicemanagerps.dll files is stored> and press the ENTER key.
    6. At the command prompt, type regsvr32 rimdevicemanagerps.dll and press the ENTER key.
    7. At the command prompt, type Exit and press the ENTER key.
    8. Restart the computer.

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    Visit the BlackBerry Technical Solution Center at www.blackberry.com/btsc.