“Music services failed to load, an unexpected error occurred” when trying to synchronize Music on the BlackBerry Desktop Manager

Article ID: KB27155

Type: Support Content

Last Modified: 07-20-2012


Product(s) Affected:

  • BlackBerry Desktop Software for Windows
Jump to: Environment | Overview
  • BlackBerry® Desktop Software for Windows
  • Apple iTunes
  • Microsoft® Media Player


When clicking on Music in BlackBerry® Desktop Software (Windows), under the Media Sync option the following error was displayed:

Music services failed to load, An unexpected error occurred 

Complete the following steps until resolution is obtained: 

Step 1 - The Windows Media Player or iTunes is not running the supported version.

BlackBerry® Desktop Software requires a minimum iTunes version of 7.7.1  or a minimum Windows Media Player version 10 for music synchronization.

For other versions of BlackBerry Desktop Software, refer to the Release Notes for updated information on the system requirements located here.

Step 2 - The playlists in Windows Media Player contains non media files.

Remove the non media files from the playlists.

Step 3 - The playlists in iTunes contains broken shortcuts or missing files.

Resolution 3

  1. Remove the broken shortcuts or missing files from the playlists.
  2. Re-create your iTunes library and playlists, by following http://support.apple.com/kb/ht1451.


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