BlackBerry Forums Support Community - View Single Post - Desktop Manager v3.6.3.11 (SP3a) crashes upon sync

Revelate · 10-16-2004, 03:48 AM

Update

Thanks for the tips. Yes I tried a clean (registry/folders) uninstall/reinstall a number of times with no resolution, but that's moot now...

Thanks to mikej5780, I got the Desktop Manager working without crashing. It was an issue with the Outlook profile, though I don't use any 3rd party software related to Outlook and MAPI profiles so it's still odd to have that issue occur. Nonetheless, I created a new profile and configured it the same as my existing one. The old profile has been deleted and all is well. I had seen posts about possible issues with the Outlook profile, but after 7 hours of straight troubleshooting I knew I might've missed something.

And that brings up a point that favors my negative comments about RIM. There are so many problems with the software that it's nearly impossible to understand all the variables and possible resolution steps. Even if there is a fix, finding documentation and all the problem/resolution scenarios is a challenge, if even possible at all.

I was responsible to pilot and role out a Blackberry infrastructure for a 400 person company earlier this year using Exchange 2000 and the Blackberry Enterprise Server (BES). Throughout the process I was very disappointed with the support model RIM has with the wireless carriers and unhappy with the level of service provided, even when talking directly to the RIM tech folks. With just a 5 person pilot I ran into problems with both the BES and the desktop software that were poorly documented (if at all) and required a lot of my time to troubleshoot when RIM should've been fully aware of the issues, documented them and relayed the information to the customer.

My feeling is that RIM has so far been inexcusably offloading a lot of their support structure to their own customers, since most existing RIM customers are corporations with IT staff. Now that RIM is about to explode into the end-user market with what I think will be a very successful phone (the 7100), they can't rely on these end users to troubleshoot the deluge of bugs that exist.

There will always is variables and circumstances outside of RIM's control that contribute to flaky or non-functional RIM software, but it's their responsibility to thoroughly test the apps to be aware of real world scenarios that break the software.

Both of RIM's apps, Desktop Manager and Redirector, are very fragile and RIM has almost no help to offer folks with problems. That's an issue that RIM needs to correct now, either through a good support channel and knowledge base or more flexible and stable applications.

Thanks again to jibi and mikej5780 for your advice. I'll keep that Wireless Data Group number in my pocket if I need it in the future.

10-16-2004, 03:48 AM	#4
Revelate New Member Join Date: Oct 2004 Posts: 3	Update Thanks for the tips. Yes I tried a clean (registry/folders) uninstall/reinstall a number of times with no resolution, but that's moot now... Thanks to mikej5780, I got the Desktop Manager working without crashing. It was an issue with the Outlook profile, though I don't use any 3rd party software related to Outlook and MAPI profiles so it's still odd to have that issue occur. Nonetheless, I created a new profile and configured it the same as my existing one. The old profile has been deleted and all is well. I had seen posts about possible issues with the Outlook profile, but after 7 hours of straight troubleshooting I knew I might've missed something. And that brings up a point that favors my negative comments about RIM. There are so many problems with the software that it's nearly impossible to understand all the variables and possible resolution steps. Even if there is a fix, finding documentation and all the problem/resolution scenarios is a challenge, if even possible at all. I was responsible to pilot and role out a Blackberry infrastructure for a 400 person company earlier this year using Exchange 2000 and the Blackberry Enterprise Server (BES). Throughout the process I was very disappointed with the support model RIM has with the wireless carriers and unhappy with the level of service provided, even when talking directly to the RIM tech folks. With just a 5 person pilot I ran into problems with both the BES and the desktop software that were poorly documented (if at all) and required a lot of my time to troubleshoot when RIM should've been fully aware of the issues, documented them and relayed the information to the customer. My feeling is that RIM has so far been inexcusably offloading a lot of their support structure to their own customers, since most existing RIM customers are corporations with IT staff. Now that RIM is about to explode into the end-user market with what I think will be a very successful phone (the 7100), they can't rely on these end users to troubleshoot the deluge of bugs that exist. There will always is variables and circumstances outside of RIM's control that contribute to flaky or non-functional RIM software, but it's their responsibility to thoroughly test the apps to be aware of real world scenarios that break the software. Both of RIM's apps, Desktop Manager and Redirector, are very fragile and RIM has almost no help to offer folks with problems. That's an issue that RIM needs to correct now, either through a good support channel and knowledge base or more flexible and stable applications. Thanks again to jibi and mikej5780 for your advice. I'll keep that Wireless Data Group number in my pocket if I need it in the future.
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