Identifying and troubleshooting issues with BlackBerry Desktop Software not detecting a USB connected BlackBerry smartphone

Article ID: KB00125

Type: Support Content

Last Modified: 11-24-2014


Product(s) Affected:

  • BlackBerry 7 OS and earlier
  • BlackBerry Desktop Software for Windows
Jump to: Environment | Overview
  • BlackBerry Desktop Software
  • BlackBerry smartphones running BlackBerry 7 OS and earlier
  • Windows

BlackBerry Desktop Software and BlackBerry Device Manager may not detect a USB connected BlackBerry smartphone.

First, to confirm whether Windows is detecting the smartphone, see KB28440.

If Windows does not detect the smartphone, see the following KB articles:

  • KB28443 - There is a potential issue with the computer's USB port or the USB cable
  • KB28444 - The BlackBerry smartphone is not directly connected to the system and may be connected to a USB hub or docking station

If Windows detects the smartphone but BlackBerry Desktop Software does not, see the following KB articles:

  • KB13336 - The USB driver installed is for an earlier model of the BlackBerry smartphone
  • KB13331 - Power Management is enabled on the system
  • KB28456 - Selective Suspend is enabled on the system
  • KB28458 - User Account Control is enabled on the system
  • KB28457 - Administrative rights have not been correctly propagated to the BlackBerry Desktop Software
  • KB28459 - A full version of Roxio Media Manager is installed on the system
  • KB20598 - The computer's BIOS has an update available to resolve USB related issues

If the connectivity issues are not resolved by this article, contact your service provider for further assistance.


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