The BlackBerry smartphone is not detected as a USB Mass Storage Device when connected to a computer

Article ID: KB19717

Type: Support Content

Last Modified: 01-06-2012

 

Product(s) Affected:

  • BlackBerry Curve 8500 Series
  • BlackBerry Bold 9700
  • BlackBerry Bold 9000
  • BlackBerry Bold 9930
  • BlackBerry Storm
  • BlackBerry Bold 9900
CollapseEnvironment
  • BlackBerry® Desktop Manager 4.7 to 6.0
  • BlackBerry® Desktop Manager 1.0
  • BlackBerry® Bold™ 9000 smartphone
  • BlackBerry® Bold™ 9700 smartphone
  • BlackBerry® Storm™ 9530 smartphone
  • BlackBerry® Curve™ 8520 smartphone
  • Mac OS
  • MicroSD card
  • Windows®
CollapseOverview

The BlackBerry® smartphone is not recognized as a removable disk drive when USB mass storage mode is enabled on the BlackBerry smartphone.

To confirm if the BlackBerry smartphone is experiencing this issue, complete the following steps:

 

On a computer running Windows:

  1. Open the Windows® Device Manager.
  2. Expand the Universal Serial Bus controllers branch.
  3. If only a single BlackBerry smartphone is connected, double-click the BlackBerry smartphone entry.
  4. Go to the Details tab and o bserve the Device Instance string.

    Note: The Product Identifier (PID) portion is what indicates that this problem exists. If the value is PID_0001 or PID_8001, then this problem exists, and the resolution in this article should be applied.

 

On a Mac OS X computer

  1. Click the Apple menu.
  2. Click About this Mac.
  3. Click More Info.
  4. In the Contents pane, expand the Hardware branch and select USB.
  5. In the USB device tree, expand each USB Bus branch until BlackBerry Smartphone or RIM Composite Device is found and select it.
  6. In the bottom pane where the device information is displayed, observe the value of the Product ID field.

    Note:
    The Product Identifier (PID) portion is what indicates that this issue is occurring. A value of 0x0001 or 0x8001 verifies this issue, and the resolution in this article should be applied.

The following message may also be displayed:

 

  • Unable to locate media card. Ensure that a media card is present and inserted correctly, and that media card support is turned on. Reconnect your device and try again.
CollapseCause

USB mass storage is not correctly enabled on the BlackBerry smartphone.

CollapseResolution

Notes

  • This tool is compatible for use with a Windows based computer only, and cannot be used with a Mac computer.
  • BlackBerry Desktop Manager 4.7 to 6.0 must be installed on the computer before running this tool.

Important: Downloading and running the following tool triggers a reset of the BlackBerry smartphone. Upon reset, the BlackBerry smartphone might require several minutes to restart.

Complete the following steps:

  1. Connect the BlackBerry smartphone to the computer.
  2. Click here to download and run the tool.
  3. A new window opens. If your BlackBerry smartphone is password protected, you will be prompted for the password to authorize the installation.
  4. When the update is completed, the window should close and the BlackBerry smartphone should reset.
  5. After the BlackBerry smartphone resets, USB mass storage functionality should be restored.
CollapseAdditional Information

If the problem persists, visit the Microsoft Help and Support Site to read Microsoft KB article 297694 or search for New drive or mapped network drive not available in Windows Explorer.

Note that if the customer is blocking USB connections to a PC or laptop based on Vendor ID, this can be found in the USB\VID string of the BlackBerry Smartphone Properties.  The Vendor ID of a BlackBerry Smartphone is 0x0FCA.

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