Initial Checklist:. Ensure the latest version of BlackBerry Link is installed, to download click. If BlackBerry Link displays an error, search the for any related articles.
Troubleshooting checklist:. Ensure USB cable is connected correctly:. The BlackBerry logo on the micro USB plug is facing the front screen of the smartphone or tablet.
The USB symbol is facing the back of the smartphone or tablet. The USB port may not be providing a suitable connection to the operating system. Try another USB port on the computer.
If using a desktop be sure to use a port on the back of the computer. If using a laptop use a port on the back of the laptop, or try a USB port on the opposite side of the laptop. If the laptop is on a docking station, connect the USB cable to the USB port on the laptop itself and not the USB port of the docking station. It may also be necessary to remove any USB peripherals such as a USB printer or scanner in order to supply the necessary voltage to the USB channel.
If after using another USB port the BlackBerry smartphone or BlackBerry PlayBook is still not detected by the Mac or Windows computer then the USB cable may be:. Either defective or incorrect. Some USB cables only allow for the smartphone to charge and will not allow for data transfer, which causes the computer to not detect the smartphone when it is connected.
USB charge-only cables are not different than traditional USB cables in terms of looks, they both look same. When plugging a charge-only USB cable into a computer it does not recognize the device because there is nothing making contact to the data pins, which are the two middle grooves that make up the four if look inside a Type A socket.The two pins on the outside (pins 1 and 4) are the ones actually being used which simply supply the 5 volts of power coming from the USB port on your computer. Ensure the USB Connection setting on the device is set to the applicable setting:.
Settings Storage and Access USB Connection. Autodetect or Connect to Windows Windows computer. Connect to Mac Mac computer. Ensure USB Mass Storage Mode is disabled on the device.
Ensure that Charge Only Mode is disabled on the device. Ensure the Desktop is not connected to a VPN solution:. When the desktop computer is connected to a corporate network via a VPN solution BlackBerry Link is unable to communicate with the BlackBerry 10 device. This includes access to the mapped network shares and BlackBerry Link connectivity. Disconnect from VPN, or as a workaround attempt to alter VPN dialer settings: Within the VPN client ensure that local area network access is enabled. Contact the system administrator or VPN provider for instructions.
Prior to starting the VPN client ensure the BlackBerry 10 smartphone is connected. Windows specific troubleshooting:.
Confirm the computer detects the device via Windows Device Manager. Confirm Windows Device Manager doesn't show any warnings for BlackBerry device drivers.
To verify that the driver is installed without errors, complete the following:. For Windows 8:. While on the desktop, press the Windows + W keys. In the search box, type Device Manager.
Click on Device Manager.In the Device Manager window, expand the Network adapters section. The device should be listed as BlackBerry Device or Research In Motion Network Device. If it shows as disabled, right-click and select Enable. If there is an error message, right-click and select Uninstall. Disconnect and reconnect the device. The driver should reinstall and be displayed as indicated above.
For Windows 7:. From the desktop, click Start. In the search box, type Device Manager. Click on Device Manager. In the Device Manager window, expand the Network adapters section.
The device should be listed as BlackBerry Device or Research In Motion Network Device. If it shows as disabled, right-click and select Enable. If there is an error message, right-click and select Uninstall. Disconnect and reconnect the device. The driver should reinstall and be displayed as indicated above.
For Windows Vista:. From the desktop, click Start Control Panel System Hardware Device Manager. In the Device Manager window, expand the Network adapters section.
The device should be listed as BlackBerry Device or Research In Motion Network Device. If it shows as disabled, right-click and select Enable. If there is an error message, right-click and select Uninstall. Disconnect and reconnect the device.
The driver should reinstall and be displayed as indicated above. For Windows XP Service Pack 3:. From the desktop, click Start Control Panel System Hardware Device Manager. In the Device Manager window, expand the Network adapters section.
The device should be listed as BlackBerry Device or Research In Motion Network Device. If it shows as disabled, right-click and select Enable. If there is an error message, right-click and select Uninstall. Disconnect and reconnect the device.
The driver should reinstall and be displayed as indicated above. Inspect the BlackBerry Network Adapter properties using the following steps:. Open Control Panel on the PC. Beginning crochet instructions.
Open Network and Sharing Center. Select Change Adapter Settings. Right click on each BlackBerry Network Adapter and choose properties to change settings. Note: Settings must be changed one at a time. Ensure the BlackBerry Network Adapter properties meet the following requirements:.
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Client for Microsoft Networks:. Required to be enabled. Filter Driver of any kind, for example: 'Intel Filter Driver' or 'Sunbelt Software NDIS IM Filter':. Required to be unchecked or disabled. VPN Protocol of any kind, for example: 'Cisco' or 'Juniper':.
Required to be unchecked or disabled. Internet Protocol Version 6:. Required to be enabled. Internet Protocol Version 4:.
Required to be enabled. Note: If any changes are made it will be necessary to disconnect and then reconnect the BlackBerry 10 Smartphone to the PC in order for the changes to be applied and take effect.
If Client for Microsoft Networks is missing from the list, it can be added by:. Choosing Add. Selecting Client.
Selecting Client for Microsoft Networks. Confirm that Windows Firewall, or another type of personal Firewall installed on the PC is not blocking the connection:. The smartphone or tablet connects to the computer as a BlackBerry Device network adapter with an IP range of 169.254.X.X. Where X can be any number from 0 - 254. The X values can change each time the device is connected. The computer's firewall rules may interfere with the device's connection if the entire IP range is not allowed. Ensure that any personal firewalls or proxy (for example, Blue Coat K-9 personal web proxy) that are applying themselves to the BlackBerry Device network adapter are disabled or are configured to whitelist the IP ranges given to the adapter including ports 80 and 443.
Note: Some environments may require a firewall rule to allow Remote Address for IP range 169.254.x.x. Note:If using Avast antivirus software, the following steps may need to be completed to connect.
Go to Start Control Panel, make sure View by Large icons is selected, go to Network and Sharing Center Change Adapter Settings. Locate the Local Area Connection containing the BlackBerry Virtual Private Network text. Right-click then select properties. Uncheck the Avast! Firewall Driver.
Restart the PC. Confirm device is receiving an IP address:. Device Settings About Network USB IPv4. Confirm the computer is able to PING IP address of the device.
Confirm the computer is able to access from a browser on the computer:. Confirm the computer is able to access the device's network share via:. Start Run // Note:Access to the network share is only required for Media/Document Sync and transferring purposes.
Check USB Power Management settings:. For Windows 2000 and Windows XP:. On the Desktop, right-click My Computer and select Properties.
Click the Hardware tab, then click Device Manager. Expand Universal Serial Bus controllers. Right-click the USB Root Hub and select Properties. Click the Power Management tab, and then clear the Allow the computer to turn off this device to save power check box. Repeat steps b through f for each USB Root Hub listed in the Device Manager. For Windows Vista.
Click Start, and type device manager in the Start Search box. Click Device Manager in the Programs list. If you are prompted for an administrator password or confirmation, type your password or click Continue. In the Device Manager dialog box, expand Universal Serial Bus controllers. Right-click USB Root Hub, and then click Properties.
In the USB Root Hub Properties dialog box, click the Power Management tab. Clear the Allow the computer to turn off this device to save power check box. Repeat steps 4 through 7 for each USB Root Hub listed in the Device Manager. In the Windows Vista Power Management settings located in the Control Panel, click Change Plan Settings in the Active Power Management Profile and then click Change Advanced Power Settings. Set the USB selective suspend setting to Disabled.
For Windows 7. Click Start, and type device manager in the Start Search box. Click Device Manager in the Programs list. If you are prompted for an administrator password or confirmation, type your password or click Continue. In the Device Manager dialog box, expand Universal Serial Bus controllers. (It may be under System Devices).
Right-click USB Root Hub, and then click Properties. In the USB Root Hub Properties dialog box, click the Power Management tab. Clear the Allow the computer to turn off this device to save power check box. Repeat steps 4 through 7 for each USB Root Hub listed in the Device Manager. In the Power Options settings located in the Control Panel, select Balanced. Select Change plans settings, then Change Advanced Power settings.
Expand USB Settings. Set the USB selective suspend setting to Disabled. For Windows 8. Hover over the lower left hot corner and Right click.
Choose device manager from the menu list. If you are prompted for an administrator password or confirmation, type your password or click Continue. In the Device Manager dialog box, expand Universal Serial Bus controllers. (It may be under System Devices).
Right-click USB Root Hub, and then click Properties. In the USB Root Hub Properties dialog box, click the Power Management tab. Clear the Allow the computer to turn off this device to save power check box. Repeat steps d through g for each USB Root Hub listed in the Device Manager. Verify User Account Control is disabled. Disable User Account Control by completing one of the following tasks:. For Windows Vista, complete the following steps:.
From the Start menu, click Control Panel. Click User Accounts. In the User Accounts window, click User Accounts. In the User Accounts tasks window, click Turn User Account Control on or off.
If the UAC is currently configured in Admin Approval Mode, the User Account Control message appears. Click Continue. Clear the Use User Account Control (UAC) to help protect your computer check box, and then click OK. Restart the computer. For Windows 7, complete the following steps:.
From the Start menu, click Control Panel. Click User Accounts and Family Safety. Click User Accounts.
Click Change User Account Control Settings. Move the slider to the bottom. Restart the computer. For Windows 8, complete the following steps:. Access the Desktop tile from the Windows 8 screen. Slide or swipe to the bottom right corner to access the Charms Bar.
Select the Settings icon. Click on Control Panel.
Click User Accounts and Family Safety. Click User Accounts. Click Change User Account Control Settings. Move the slider to the bottom.
Restart the computer. Ensure BlackBerry Link is being run as an Administrator:. If using Windows XP enable the privilege level by completing the following steps:. From the Start menu, click All Programs. In the All Programs section, open the BlackBerry folder.
Right-click BlackBerry Link and click Properties. Click the Compatibility tab. In the Privilege Level section, select the Run this program as an administrator check box.
Restart the computer. If using Windows Vista and Windows 7, enable the privilege level by completing the following steps:. From the Start menu, click All Programs.
In the All Programs section, open the BlackBerry folder. Right-click BlackBerry Link and click Properties.
Click the Compatibility tab. In the Privilege Level section, select the Run this program as an administrator check box. Click OK. If you are using Windows 8, enable the privilege level by completing the following steps:.
From the Start screen, right click on the BlackBerry Link shortcut. Click on Open File Location. Right click on the BlackBerry Link shortcut again and choose Properties. Select the Compatibility tab. In the Privilege Level section, select the Run this program as an administrator check box. If the device is still unable to connect a re-install of BlackBerry Link may be necessary.
Uninstall BlackBerry Link/BlackBerry Desktop Software 10 via Control Panel in Windows. Check the following directories for any files and folders named 'BlackBerry','Research In Motion', 'RIM' and 'XCPCSync.OEM', if they are present delete them. C: Windows Users.%USER%.
AppData Local. C: Windows Users.%USER%. AppData LocalLow. C: Windows Users.%USER%. AppData Roaming. C: Windows Program Files (x86).
C: Windows ProgramData. C: Windows Program Files (x86) Common Files. Check the following paths for drivers, if they are present then delete them. C: Windows System32 DriverStore FileRepository.rimusbnt.infamd64neutral532a9f65bccbfee8.rimvndis.infamd64neutral4b3e7f5e20216f4b.blackberryncm.infamd64neutral23f3337b6f80b2db.rimserial.infamd64neutral8089aa44baeaf242.
C: Windows System32 drivers.rimvndis6AMD64.sys.RimUsbAMD64.sys.RimSerialAMD64.sys.blackberryncm6AMD64.sys. Check the Registry (regedit.exe) for the following registry keys, if they are present then delete them. HKLM SOFTWARE Wow6432Node Research In Motion. HKCU Software BlackBerry. HKCU Software Research In Motion.
HKCR XCPC. (delete anything that starts with this key). Run the following command in the Run program and hit enter, this will leverage the 32 bit version of registry editor. BlackBerry Link communicates to the device over http/https traffic.
If the computer is unable to PING the device or access the discovery.cgi page then a firewall or anti-virus software may be blocking connectivity to the device. Check the firewall and anti-virus settings to allow access to the device. If issues are occurring with a Microsoft Surface Pro 3 please see Article This document contains information previously documented in KB27424, KB28443, KB27679, KB28112, KB28444, KB36790, KB13331, KB31810, KB37079, KB28456, KB33604.
I am working on a IBM NetVista 2794-21U running Windows 200 (SP4) and Office 03. Here is my issue: This Blackberry will not hotsync when it is cradled, though the connections and settings are set to recognize and immediatly do so.
On the desktop manager the conenction is stated at 'Disconnected', when I try to reconnect/Detect the connection it states that it cannot find the USB device. Now this computer runs 2 seperate USB hubs (1 front and 1 back) and I get this message no matter which hub I am plugged into. (interesting point. If I move the cable from one USB to another it recognized a new connection, but it cannot resolve the device type) I have tried connecting this device after installing both 4.0 and 3.6 versions of the BB software, and get no difference.
Under hardware management I can see that something is connected to the hub(s) when I am connected, however if I disable or eject the hardware, restart the computer and try again. Same result (I did check the power settings on the USB while I was there, they are not set to shut down any attached devices to the USB) The final thing I have tried is when the unknown USB device box pops up I attempt to use the CD to install the USB drivers. And the install fails out.
I am leaning towards a corupt USB driver file, but how would I find it and what would be the best method to remove it so an install can occur. I guess my final option would be to use my USMT tool to export the users data and upgrade his CPU to XP, but that is a last resort. Well incase someone else is curious. I eventually worked out the issue. Go to Device Manager and click on RIM Handheld in other devices, as there is no driver but the device is still detected (may be listed under other devices too) Double click on the RIM/unknown device Choose re-install driver and select 'Install from a list or specific location' Then choose 'Don't Search.' Select USB Controllers, hit next then browes to: C: Program Files Common Files Research In Motion USB Drivers And select RimUsbNT.sys (may appear as an.inf file too) Hit next and youre done.
It will ask for a restart
go ahead and restart Uncradle the BB Soft reset the BB with the pin-in-the-hole trick (keep uncradled) (5min or so till it will be ready to recradle
) wait for the hourglass to disappear. Once you are logged back in as the user recradle the BB and it should install is RIM handheld After this it works as it should make sure you get atleast one sync in. Toshiba sattelite running 2003 server and the 7600 blackberry fails to be recognised 15 times out of 16. Unknown device in all three USB ports. Running bannerguys fix the error is that the software does not contain information about the device. I HATE having to reset the BB and having to restart serve. Surely there are updates for the USB driver but alas after wasting hours on this the level of frustration may mean me going back to Pocketmac with my Powerbook G4 9 (even though it is almost malware) anyone else experience this problem??
What a huge waste of time it's been trying to get my blackberry 8830 world to work with USB on my three different XP service pack 3 computers. It works with blue tooth, but when hooked to blue tooth, the blackberry desktop manager only allows you to synchronize to outlook or backup up and restore. With USB you can not transfer media, device to device or load and unload applications. When I look at how much data is dropped just with the address book sync w/bluetooth, I guess I understand why the Desktop manager shys away from transferring larger, more critical files like music and applications. Unlike active sync on an Ipaq w/blue tooth, blackberry blue tooth does not seem up to the task.
I have been searching the internet for 3 days trying everything I can to get the USB drivers to work with a no-go (My time is worth far more than the 250 bucks the blackberry 8830 cost me from Alltel). I have uninstalled, searched and cleaned the registries, every thing else offered on crackberry.com, blackberry.com and this conference. On the blackberry plus side, the voice recognition and GPS is excellent. It would be a keeper if it came with a better user interface and less buggy software. Is it possible to put Windows CE and active sync on a Blackberry 8830? I don't know if that would cure the buggy Blackberry 8830, but I find the Windows CE interface and activesync far better software than the stock RIM interface (A jumbled up mess of Icons-not intuitive at all as compared to CE). I maintain 100-300 address on my computers.
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Active syn could accurately handle this standing on it's head. I find the blackberry desktop syn craps out and makes major error (as in losing phone numbers, email address and other pieces of pertinent data). I fear the only thing that is going to save my relationship with my Blackberry 8830 w/GPS is Windows CE and active sync. If that's not available, even if there was some majic cure for the buggy friggen USB drivers, I fear my new blackberry 8830 will be put up for sale (cheep) on E-Bay next week.
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