"BlackBerry Desktop Software has stopped working. A problem caused the program to stop working." appears when launching BlackBerry Desktop Software

Article ID: KB32240

Type: Support Content

Last Modified: 10-30-2012

 

Product(s) Affected:

  • BlackBerry Desktop Software 7.0
CollapseEnvironment
  • BlackBerry Desktop Software 7.0
  • Windows 7
CollapseOverview

When launching Blackberry Desktop Software the following message appears:

BlackBerry Software has stopped working. A problem caused the program to stop working.

Additionally the Windows Application Event viewer display message:

Error:
Log Name:    Application
Source:        Application Error
Date:          7/16/2012 12:00:00 PM
Event ID:      1000
Task Category: Application Crashing Events
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      Computername
Description:
Faulting application name: Rim.Desktop.exe, version: 7.0.0.59, time stamp: 0x4fb555d4
Faulting module name: wmp.dll, version: 12.0.7601.17514, time stamp: 0x4ce7ba7f
Exception code: 0xc0000005
Fault offset: 0x00457815
Faulting process id: 0x1200
Faulting application start time: 0x01cd63b6c3046fc7
Faulting application path: C:\Program Files\Research In Motion\BlackBerry Desktop\Rim.Desktop.exe
Faulting module path: C:\Windows\system32\wmp.dll
Report Id: 02564eb9-cfaa-11e1-828b-485b39f5cb00

CollapseCause
The faulting module that is generating the error message is WMP.DLL, this file is a component of Windows Media Player. For Windows based machines the BlackBerry Desktop Software connects to Windows Media Player for media sync. Since the Windows Media Player is not able to run the error message is generated which prevents the BlackBerry Desktop Software from launching. 
CollapseResolution
The issue that is preventing Windows Media Player from running needs to be addressed. Contact Microsoft or OEM for support.

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