Perform a clean uninstall of BlackBerry Desktop Software

[BESadmin]

Perform a clean uninstall of BlackBerry Desktop Software

Doc ID : KB02206
Last Modified : 2008-05-01
Document Type : How To

Environment

• BlackBerry® Desktop Software

Procedure

The five tasks outlined below should be completed if you are installing BlackBerry Desktop Software on a Windows® based computer that had a previous version of BlackBerry Desktop Software installed. These tasks should also be completed if the BlackBerry Desktop Software installation or uninstallation procedures did not complete successfully.

Complete all five tasks in the order listed to remove all information related to BlackBerry Desktop Software and prepare the computer for a new installation of BlackBerry Desktop Software.

Task 1: Uninstall BlackBerry Desktop Software


For Windows 98/ME/2000/XP

1. Close BlackBerry® Desktop Manager, if it is running.
2. Open the Control Panel and double-click Add/Remove Programs.
3. Select BlackBerry Desktop Software and click Change/Remove.
4. On the InstallShield® Wizard window, select the Remove option and click Next.
5. On the Uninstall Options window, select the check box labeled Remove all user settings for BlackBerry Desktop Software.
6. On the Confirm Uninstall window, click OK.
7. On the InstallShield Wizard window, click Finish.

For Windows Vista™

1. Close BlackBerry Desktop Manager, if it is running.
2. Open the Control Panel and click Programs and Features.
3. Select Uninstall a program.
4. Select BlackBerry Desktop Software and click Change/Remove.
5. On the InstallShield Wizard window, select the Remove option and click Next.
6. On the Uninstall Options window, select the check box labeled Remove all user settings for BlackBerry Desktop Software.
7. On the Confirm Uninstall window, click OK.
8. On the InstallShield Wizard window, click Finish.

Task 2: Remove computer registry entries


Warning: The following procedure involves modifying the computer registry. This can cause substantial damage to the Windows operating system. Document and back up the registry entries prior to implementing any changes.

Note: This task removes registry entries for any Research In Motion® software on the computer, including BlackBerry Manager for the BlackBerry® Enterprise Server.

For reasons that may or may not be known, BlackBerry Desktop Software may not have been installed or uninstalled properly. As a result, some registry keys mentioned below may not be present. If you cannot locate a particular registry key that is mentioned, proceed to the next step.

To delete the Research In Motion registry keys, complete the following steps:

1. On the computer, click Start > Run.
2. Type regedit and click OK. The Registry Editor opens.
3. Delete the Research In Motion and Puma Technology keys under HKEY_CURRENT_USER\Software\, if present.
4. Delete the Research In Motion and Puma Technology keys under HKEY_LOCAL_MACHINE\Software\, if present.
5. If BlackBerry Desktop Software remains listed on the Add/Remove Programs list, remove the BlackBerry Desktop Software registry key under HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\Curr entVersion\Uninstall.
   
   Note: Two registry keys may exist at this location. An alphabetical list starts at the bottom of the {<number>} entries. The BlackBerry registry keys appear as follows:
   
   1. {<number>}
   2. BlackBerry {<number>}
   
   To determine which {<number>} key to remove, click on each one until the display name on the right side of the window displays BlackBerry Desktop Software.
6. Close the Registry Editor.

Task 3: Delete folders from the computer

To delete the Research In Motion folders, complete the appropriate procedure below, depending on the version of Windows that is installed on the computer.

For Windows 2000 or XP

1. Open Windows Explorer.
2. Browse to C:\Program Files\. Delete the Research In Motion folder, if present.
3. Browse to C:\Program Files\Common Files\. Delete the Research In Motion, Pumatech Shared, and Pumatech Desktop Setup folders, if present.
4. In C:\Program Files\Common Files\, rename the InstallShield folder to InstallShield_Old.
5. Browse to C:\Documents and Settings\<user name>\Application Data\. Delete the Research In Motion and BlackBerry Desktop folders, if present.
   
   Note: If you are unable to see the Application Data folder, it may be a hidden system folder. See the Additional Information section of this article for instructions on how to display hidden files and folders.

For Windows Vista

1. Open Windows Explorer.
2. Browse to C:\Program Files\. Delete the Research In Motion folder, if present.
3. Browse to C:\Program Files\Common Files\. Delete the Research In Motion folder, if present.
4. In C:\Program Files\Common Files\, rename the InstallShield folder to InstallShield_Old.
5. Browse to C:\Users\<user name>\AppData\Roaming\ and delete the Research In Motion and BlackBerry Desktop folders, if present.
   
   Note: If you are unable to see the Roaming folder, it may be a hidden system folder. See the Additional Information section of this article for instructions on how to display hidden files and folders.
   
   Note: If the Pumatech software is being used by synchronization software for other devices, re-install the synchronization software.

For Windows 98 or ME

1. Right-click on the Start button and select Explore to open Windows Explorer.
2. Browse to C:\Program Files\. Delete the Research In Motion folder, if present.
3. Browse to C:\Windows\Application Data\. Delete the Research In Motion folder, if present.

Task 4: Register the atl.dll file

For instructions on how to register the atl.dll file, see KB04840.

Task 5: Restart the computer

When the computer restarts, you are ready to re-install BlackBerry Desktop Software.

Additional Info

To display hidden files and folders, complete the following steps:

1. Open the Control Panel and double-click Folder Options.
2. Select the View tab.
3. Select the Show hidden files and folders option and then click OK.

Tips for installing BlackBerry Desktop Software

• Turn off any anti-virus automatic file protection features before installing BlackBerry Desktop Software
• Choose the BlackBerry® Internet Service installation option if you are installing BlackBerry Desktop Software on a computer that is not connected to your work network. This applies even if your BlackBerry smartphone is associated with a BlackBerry Enterprise Server and you are not using the BlackBerry Internet Service.
• If you are using Windows Vista, make sure that the profile you are logged in as has administrative priviledges. Alternatively, when you are ready to install BlackBerry Desktop Software, right-click on the installation file and select Run As Administrator.

[Bazza]

Hi Thanks for the information.

I tried to follow the perform a clean uninstall of the BB software, but ran into problems.

I first tried to uninstall the program from the add remove program in the control pannels. The response I got was an Error 1311. Source file not found.
C:\windows\installer\data1.cab

So I skiped this and went through the rest of the uninstall procedure.

I tried task 4 "register atl.dll" and got and my system could not find it.

[GaryCutri]

Originally Posted by Bazza

Hi Thanks for the information.

I tried to follow the perform a clean uninstall of the BB software, but ran into problems.

I first tried to uninstall the program from the add remove program in the control pannels. The response I got was an Error 1311. Source file not found.
C:\windows\installer\data1.cab

So I skiped this and went through the rest of the uninstall procedure.

I tried task 4 "register atl.dll" and got and my system could not find it.

Error 1311- Source file not found

Doc ID : KB03576
Last Modified : 2006-11-28
Document Type : Support

Environment

• BlackBerry® Desktop Software version 4.0
• Microsoft® Windows® 2000 and Windows XP

Problem

When installing the desktop software onto a computer running Microsoft Windows 2000 or Windows XP, you receive the following message:
Error 1311. Source file not found(cabinet): D:\<filename>.cab. Verify that the file exists and that you can access it.
The installation process terminates.

Cause

There are multiple causes for this error.

Summary of Causes

1. Windows Installer cannot access the desktop installation CD.
2. Install files are stored in a temporary directory.

Resolution

Refer to the appropriate resolution for your cause.

Cause 1

Windows Installer cannot access the desktop installation CD.

If you are using an installation CD to install desktop manager, your Windows 2000 or Windows XP Security Policy is set torestrict CD access to the locally logged-on user. This prevents the Windows Installer from accessing the CD.

There are two possible resolutions to this issue:

Resolution 1

1. Download the desktop software from BlackBerry.
2. Save the file on your local hard drive and use the file to install the software.

Resolution 2

1. Create a folder on your local hard drive.
2. Copy the contents of the desktop software CD into the folder.
3. Install the software from the folder.

Cause 2

Install files are stored in a temporary directory.

The desktop manager installer has unpacked files into a temporary directory. The installation runs in this temporary directory, where it is unable to write over something in the directory.

Resolution

Extract the files from the desktop manager installer and run the setup from a file. You will need Winzip to complete this process.

1. Create a new folder on the hard drive, and name it Desktop Manager Installation.
2. Right-click on the desktop manager installer.
3. Click on Unzip, and select the folder you created in step 1.
4. Double-click the setup.exe file. This opens the Installation Wizard and begins the desktop manager installation.

Additional Information

For more information, see Microsoft Knowledge Base article 325076.