"The certificate is missing or has been corrupted. Please re-install it" appears when using Roxio Easy Media Creator

Article ID: KB19322

Type: Support Content

Last Modified: 12-14-2011

 

Product(s) Affected:

  • BlackBerry Desktop Software Version 4.7
  • BlackBerry Desktop Software Version 5.0
Jump to: Overview | Cause | Resolution
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When you open Roxio Media Manager for BlackBerry smartphones in BlackBerry® Desktop Manager, the following error message appears :

The certificate is missing or has been corrupted. Please re-install it.

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The certificate for Roxio Media Manager for BlackBerry smartphones is corrupted.

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When the following steps are completed, all Roxio® and Sonic Solutions software is removed from your computer.

  1. Disable the startup applications on the computer using MSCONFIG. This disables any unnecessary background or system tray applications from loading.
    1. Go to Start > Run. Type msconfig and then click OK.
    2. Select the Startup tab.
    3. Click the Disable All button.
    4. Click the Apply button, then click OK.
    5. Click Restart.

    To reverse this at the end of installation, go back into MSCONFIG, select Enable All, and restart once installation is complete.

    Note: Some antivirus and spyware programs may not be disabled using the steps listed above. You may need to check with your antivirus or spyware vendor on how to temporarily disable them.

  2. Remove any Roxio and Sonic Solutions programs from Add or Remove Programs.

    Note: If you experience difficulty with removing the Roxio and Sonic Solutions programs using the Add or Remove Programs tool, see the following Microsoft Support article from http://support.microsoft.com/:"How to manually remove programs from the Add or Remove Programs tool."

    For the following step, you must show hidden files. This can be done by clicking My Computer > Tools > Folder Options > View tab. Make sure show hidden folders is selected and click Apply.

  3. Delete the following folders from your hard drive:

    Note: When performing this step, you might receive a message that a file is in use. Simply drag the file to your desktop and it can be removed after restarting the computer. Also note that the "Username" referred to is the name that you use when logging into Windows XP.

    C:\Program Files\Roxio
    C:\Program Files\Sonic
    C:\Program Files\Common Files\Roxio Shared
    C:\Program Files\Common Files\Sonic Shared
    C:\Documents and Settings\All Users\Application Data\Roxio
    C:\Documents and Settings\All Users\Application Data\Sonic
    C:\Documents and Settings\Username\Application Data\Roxio
    C:\Documents and Settings\Username\Application Data\Sonic
    C:\Documents and Settings\Username\Local Settings\Application Data\Roxio

    Empty the recycle bin once the preceding steps are completed.

    Note: When performing this step, you might receive a message that a file is in use. Simply drag the file to your desktop and it can be removed after restarting the computer. Also note that the "Username" referred to is the name that you use when logging into Windows Vista.

    C:\Program Files\Roxio
    C:\Program Files\Sonic
    C:\Program Files\Common Files\Roxio Shared
    C:\Program Files\Common Files\Sonic Shared
    C:\Users\Username\AppData\Roaming\Roxio
    C:\Users\Username\AppData\Roaming\Roxio Shared
    C:\Users\Username\AppData\Local\Roxio Shared

  4. Clear the cookies and browsing history from your browser. This is usually found in the Tools > Options window under the General or Security tab.

    http://support.microsoft.com/kb/314481

  5. Remove these keys from the registry:

    Warning: The next step involves editing the computer registry. It is strongly recommended that the registry is exported before any attempts to edit, as incorrect editing can cause irreparable system damage.

    To export a copy of your registry, complete the following steps:

    1. Go to Start > Run. Type regedit and click OK.
    2. Locate and click File in the upper left corner of the Registry Editor.
    3. Click Export (Export range "All" should be selected).
    4. Choose a location on your hard drive and give the file a name.
    5. Click Save. Your registry should now be backed up in a .reg file to the location that you specified.

    Registry edit instructions:

    1. Go to Start > Run. Type regedit and click OK.
    2. Double-click the HKEY_CURRENT_USER folder to expand or open the folder.
    3. Locate the Software folder.
    4. Locate the Roxio folder.
    5. Right-click Roxio and click Delete.
    6. Do the same for the Sonic folder.
    7. Close the HKEY_CURRENT_USER folder.

    Do the same for the HKEY_LOCAL_MACHINE folder.

    1. Double-click the HKEY_LOCAL_MACHINE folder to expand or open the folder.
    2. Locate the Software folder.
    3. Locate the Roxio folder.
    4. Right-click Roxio and click Delete.
    5. Do the same for the Sonic folder.
    6. Close the HKEY_LOCAL_MACHINE folder.
  6. Restart the computer and reinstall Easy Media Creator.

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