"Handheld Application Loader Wizard has encountered a problem and needs to close" occurs when connecting a BlackBerry smartphone to a Windows computers

Article ID: KB28214

Type: Support Content

Last Modified: 10-16-2012

 

Product(s) Affected:

  • BlackBerry Desktop Software for Windows
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  • BlackBerry Desktop Software
  • Windows
  • DT 1969063
  • DT 5204139
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Connecting a BlackBerry smartphone to a Windows® computer results in the following error:

Handheld Application Loader Wizard has encountered a problem and needs to close. We are sorry for the inconvenience.

Selecting Don't Send does not shut down the BlackBerry Desktop Software. The BlackBerry Desktop Software will be able to perform all back up and restore functions as well as all synchronization functions.

All loader.exe functionality is lost including upgrading/reloading the BlackBerry device software and collecting all Support Logs.

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This is a previously reported issue that is being investigated by our development team. A resolution is currently unavailable.
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Note: Prior to continuing refer to KB12487 to perform a back up of the BlackBerry® Smartphone.

To complete a BlackBerry Smartphone software reload or update complete the following steps.

1. Uninstall all BlackBerry software components from the PC. This would include BlackBerry Desktop Software, BlackBerry Device Software and BlackBerry software updater.

2. Confirm removal of the Apploader folder with in the follow directory.

  • Microsoft Windows XP®: C:\Program Files\Common Files\Research In Motion\
  • Microsoft Windows Vista®/7® 32 bit: C:\Program Files\Common Files\Research In Motion\
  • Microsoft Windows Vista®/7® 64 bit: C:\Program Files(x86)\Common Files\Research In Motion\

3. Install the latest BlackBerry® Smartphone software from the follow link.

4. Access Loader.exe from the corresponding directory from step 2 and continue with the device software installation.

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