When installing the BlackBerry Desktop software the following error is received "The installation files cannot be validated. Please verify the installer package and try again."

Article ID: KB28396

Type: Support Content

Last Modified: 07-18-2012

 

Product(s) Affected:

  • Desktop Software (Windows)
CollapseEnvironment
  • BlackBerry® Desktop Software (Windows)
CollapseOverview

When attempting to install the BlackBerry® Desktop Software the following error is received

The installation files cannot be validated. Please verify the installer package and try again.

CollapseCause

Cause 1:

The installer package is signed using a certificate trust that the target computer cannot verify or does not trust.

Cause 2:

The installation is being performed in a limited-rights environment.

CollapseResolution

Cause 1:

The installer package is signed using a certificate trust that the target computer cannot verify or does not trust.

Resolution 1:

Confirm the certification path used to sign the .cab and .msi contains the appropriate certification authorities.

  1. File extensions are hidden by default in Windows® operating systems. Verify they are not hidden by opening Windows Explorer, clicking on the Tools menu, selecting Folder Options and clicking on the View tab. Hide extensions for known file types should be unchecked.
  2. Rename the installer .exe extension to .zip
  3. Extract the contents by right clicking on the installer file and click Open with compressed files or using a 3rd party unzip program
  4. Click File then Extract All to a destination folder
  5. Right click on data1.cab and select Properties
  6. Click the Digital Signatures tab and select Details
  7. Examine the state of the digital signature and ensure that the certificate is flagged as Trusted. If it is not trusted, click on the certificate information and ensure that the Signing Certificate Authority certificate is installed on the local computer
  8. Repeat the above steps for BlackBerry Desktop Software.msi to confirm the certificate path

If the certificate in the signature cannot be verified select view certificate and identify the issuer certificate that is not trusted. Install the appropriate root certificate to resolve the issue in the certificate trust.

Cause 2:

The installation is being performed in a limited-rights environment.

Resolution 2:

Install BlackBerry Desktop Software under an administrator profile.

CollapseAdditional Information

Root certificates for Verisign are located at http://www.verisign.com/support/roots.html

To retrieve the root certificates via Windows update, follow these steps:

  1. Navigate to windowsupdate.microsoft.com.
  2. Select Custom.
  3. Under Select by Type, click on Software, Optional.
  4. Check to install Root Certificates

In some instances it may be required to install the intermediate certificate associated with the digital signature. To locate the appropriate certificate use the steps listed below.

  1. Right click and select properties on data1.cab
  2. Select Digital Signatures
  3. Select Details
  4. Select View Certificate
  5. Select the Details tab
  6. Select the Authority Information Access field
  7. Within this field there will be a URL to the location of the intermediate certificate
  8. Download and install the certificate

If a silent install is being performed you can check the installation logs for the following entries and use resolution 1 listed above

Action start 8:47:28: RIM_CheckFileSignature.

RIM: File C:\DTS\Data1.cab is not signed by RIM, quitting installer
Action ended 8:48:36: RIM_CheckFileSignature. Return value 3.
MSI (s) (70:34) [08:48:36:595]: Note: 1: 1708
MSI (s) (70:34) [08:48:36:595]: Product: BlackBerry Desktop Software 6.1 -- Installation operation failed.

Disclaimer

By downloading, accessing or otherwise using the Knowledge Base documents you agree:

   (a) that the terms of use for the documents found at www.blackberry.com/legal/knowledgebase apply to your use or reference to these documents; and

   (b) not to copy, distribute, disclose or reproduce, in full or in part any of the documents without the express written consent of RIM.


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