"The feature you are trying to use is on a network resource that is unavailable" appears when attempting to open BlackBerry Desktop Software or install BlackBerry Device Software

Article ID: KB19255

Type: Support Content

Last Modified: 05-23-2012


Product(s) Affected:

  • BlackBerry Desktop Software for Windows
  • BlackBerry® Desktop Software
  • BlackBerry® Device Software
  • Windows®

When attempting to open or use the BlackBerry® Desktop Software, or when installing BlackBerry® Device Software, the following error message appears:

  • The feature you are trying to use is on a network resource that is unavailable.

Click OK to try again, or type an alternate path to a folder containing the BlackBerry[model number].msi installation package in the box below.


The required MSI file may be extracted, but Windows® is unable to locate it.


1.    Make sure the BlackBerry® smartphone is disconnected.


2.    Close the BlackBerry Desktop Software.


3.    Obtain the BlackBerry Device Software, or BlackBerry Desktop Software depending  on which software bundle generates the error, from the appropriate wireless service provider site for the model number and save it to the computer desktop or some other convenient location.


4.    Open the run dialog by selecting Run from the start menu or by pressing Windows Key + R on the keyboard.


5.    In the Open field of the Run dialog, type %temp% and press OK. Keep this window open.


6.    Once the download is complete, start the installation. Choose the appropriate language and click OK. A screen showing 'Preparing to install...' will indicate it is extracting the MSI with the file name needed. Leave the installer at the 'Welcome to' screen.


7.    Switch to the Windows Explorer window opened in Step 5. a folder, which name will contain either a CLSID (hex inside { } brackets) or start with WZSE (WinZip Self Extractor)should be located at the bottom of this list.


8.    Open this folder to locate the MSI file that is needed. Copy this file, switch to the desktop or some other convenient location and paste the file.


9.    Proceed through the BlackBerry Device Software installation wizard, which will likely prompt for this file. When the prompt is received, choose Browse and find the file that was just copied and pasted. Continue through the installation to complete.


10.  Attempt to open the BlackBerry Desktop Software, and if any further prompts for the MSI file occur, browse to the location from Step 8 and choose the file.


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