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

Article ID: KB00125

Type: Support Content

Last Modified: 06-26-2015

 

Product(s) Affected:

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

Initial Checklist:

  • Ensure the latest version of BlackBerry Desktop Software is installed, http://www.blackberry.com/desktop
  • If BlackBerry Desktop Software displays an error, search the Knowledge Base 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 looks same. When plugging a charge-only USB cable into a computer it doesn’t 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.
  • If a Windows system successfully detects a USB connected device it will appears in Windows Device Manager. To determine if a USB connected BlackBerry smartphone is detected by a Windows computer perform the following:
    1. Open Windows Device Manager
      • For Windows 2000 and XP
        1. On the Desktop, right-click My Computer and select Properties.
        2. Click the Hardware tab, then click Device Manager.
      • For Windows Vista
        Note: You must be logged on as an administrator to perform these steps.
        1. Click Start and click Control Panel.
        2. Click System and Maintenance. Click Device Manager.
        3. If you are prompted for an administrator password or confirmation, type the password or provide confirmation.
      • For Windows 7
        Note: You must be logged on as an administrator to perform these steps.
        1. Click Start and click Control Panel.
        2. Click System and Security.
        3. Click System.
        4. Click Device Manager.
        5. The device will appear in one of two locations:
          Expand BlackBerry and confirm BlackBerry Smartphone is present
          Or
          Expand Universal Serial Bus controllers and confirm BlackBerry Device is listed
  • Check USB Power Management settings:
    • For Windows 2000 and Windows XP
      1. On the Desktop, right-click My Computer and select Properties.
      2. Click the Hardware tab, then click Device Manager.
      3. Expand Universal Serial Bus controllers.
      4. Right-click the USB Root Hub and select Properties.
      5. Click the Power Management tab, and then clear the Allow the computer to turn off this device to save power check box.
      6. Click OK.
      7. Repeat steps b through f for each USB Root Hub listed in the Device Manager.
    • For Windows Vista
      1. Click Start, and type Device Manager in the Start Search box.
      2. Click Device Manager in the Programs list.
      3. If you are prompted for an administrator password or confirmation, type your password or click Continue.
      4. In the Device Manager dialog box, expand Universal Serial Bus controllers.
      5. Right-click USB Root Hub, and then click Properties.
      6. In the USB Root Hub Properties dialog box, click the Power Management tab.
      7. Clear the Allow the computer to turn off this device to save power check box.
      8. Repeat steps d through g for each USB Root Hub listed in the Device Manager.
      9. 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
      10. Power Settings
      11. Set the USB selective suspend setting to Disabled
    • For Windows 7
      1. Click Start, and type Device Manager in the Start Search box.
      2. Click Device Manager in the Programs list.
      3. If you are prompted for an administrator password or confirmation, type your password or click Continue.
      4. In the Device Manager dialog box, expand Universal Serial Bus controllers. (It may be under System Devices)
      5. Right-click USB Root Hub, and then click Properties.
      6. In the USB Root Hub Properties dialog box, click the Power Management tab.
      7. Clear the Allow the computer to turn off this device to save power check box.
      8. Repeat steps d through g for each USB Root Hub listed in the Device Manager.
      9. In the Power Options settings located in the Control Panel, select Balanced.
      10. Select Change plans settings, then Change Advanced Power settings.
      11. Expand USB Settings
      12. Set the USB selective suspend setting to Disabled.
    • For Windows 8
      1. Hover over the lower left hot corner and Right click.
      2. Choose Device Manager from the menu list
      3. If you are prompted for an administrator password or confirmation, type your password or click Continue.
      4. In the Device Manager dialog box, expand Universal Serial Bus controllers. (It may be under System Devices)
      5. Right-click USB Root Hub, and then click Properties.
      6. In the USB Root Hub Properties dialog box, click the Power Management tab.
      7. Clear the Allow the computer to turn off this device to save power check box.
      8. Repeat steps d through e 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:
      1. From the Start menu, click Control Panel.
      2. Click User Accounts.
      3. In the User Accounts window, click User Accounts.
      4. In the User Accounts tasks window, click Turn User Account Control on or off.
      5. If the UAC is currently configured in Admin Approval Mode, the User Account Control message appears. Click Continue.
      6. Clear the Use User Account Control (UAC) to help protect your computer check box, and then click OK.
      7. Restart the computer.
    • For Windows 7, complete the following steps:
      1. From the Start menu, click Control Panel.
      2. Click User Accounts and Family Safety.
      3. Click User Accounts.
      4. Click Change User Account Control Settings.
      5. Move the slider to the bottom.
      6. Restart the computer.
    • For Windows 8, complete the following steps:
      1. Access the Desktop tile from the Windows 8 screen.
      2. Slide or swipe to the bottom right corner to access the Charms Bar.
      3. Select the Settings icon.
      4. Click on Control Panel.
      5. Click User Accounts and Family Safety.
      6. Click User Accounts.
      7. Click Change User Account Control Settings.
      8. Move the slider to the bottom.
      9. Restart the computer.
  • Ensure BlackBerry Desktop Software is being run as an Administrator:
    • If using Windows XP enable the privilege level by completing the following steps:
      1. From the Start menu, click All Programs.
      2. In the All Programs section, open the BlackBerry folder.
      3. Right-click Desktop Manager and click Properties.
      4. Click the Compatibility tab.
      5. In the Privilege Level section, select the Run this program as an administrator check box.
      6. Click OK.
      7. Restart the computer.
    • If using Windows Vista and Windows 7, enable the privilege level by completing the following steps:
      1. From the Start menu, click All Programs.
      2. In the All Programs section, open the BlackBerry folder.
      3. Right-click BlackBerry Desktop Software and click Properties.
      4. Click the Compatibility tab.
      5. In the Privilege Level section, select the Run this program as an administrator check box.
      6. Click OK
    • If you are using Windows 8, enable the privilege level by completing the following steps:
      1. From the Start screen, right click on the BlackBerry Desktop Software or BlackBerry LINK shortcut
      2. Click on Open File Location
      3. Right click on the BlackBerry Desktop Software shortcut again and choose Properties
      4. Select the Compatibility tab.
      5. In the Privilege Level section, select the Run this program as an administrator check box.
      6. Click OK.
  • Ensure that the full version of Roxio Media Manager is not installed on the same system. If there is then complete the following:
    1. Remove the Roxio Media Manager application from the computer. For instructions, search Clean Install Roxio Creator on the Roxio Support Site.
    2. Remove the BlackBerry Desktop Manager. For instructions, see KB02206.
    3. Reinstall the BlackBerry Desktop Manager with the Roxio Media Manager option.
  • On some computers with Windows 7, 64-bit edition, BlackBerry smartphones are detected in the Windows® device manager but the BlackBerry Desktop Manager might display:

    Device connected (PIN): none

    The computer's motherboard may not have the most current version of the BIOS. Contact your computer administrator or the manufacturer of the computer or motherboard for assistance in upgrading the BIOS.
  • If a previous version of the BlackBerry Desktop Software has been installed, ensure that a clean uninstall has been performed prior to installing the latest version. For details on performing a clean uninstall, see KB02206.
  • Manually updating device drivers:
    • For Windows 2000 and Windows XP
      1. On the Desktop, right-click My Computer and select Properties.
      2. Click the Hardware tab, then click Device Manager.
      3. Expand the Universal Serial Bus controllers.
      4. Right-click BlackBerry Device. Select Properties.
      5. Click the Drivers tab. Click Update Driver.
      6. In the Hardware Update Wizard, select No, not at this time and click Next.
      7. Select Install from a list or a specific location and click Next.
      8. Clear the Search removable media check box.
      9. Click the Include this location in the search.
      10. Click Browse.
      11. Browse to the folder C:\Program Files\Common Files\Research In Motion\USB Drivers and click OK.
      12. Click Finish.
    • For Windows Vista
      Note: The Windows user must be logged on as an administrator to perform these steps
      1. Click Start and click Control Panel.
      2. Click System and Maintenance.
      3. Click Device Manager.
      4. If prompted for an administrator password or confirmation, type the password or provide confirmation.
      5. Expand the Universal Serial Bus controllers.
      6. Double-click BlackBerry Device.
      7. Click the Driver tab, and then click Update Driver.
      8. Browse to the folder C:\Program Files\Common Files\Research In Motion\USB Drivers and click OK.
      9. Click Finish.
    • For Windows 7
      Note: The Windows user must be logged on as an administrator to perform these steps.
      1. Click Start and click Control Panel.
      2. Click System and Security.
      3. Click System.
      4. Click Device Manager.
      5. Expand the Universal Serial Bus controllers.
      6. Double-click BlackBerry Device.
      7. Click the Driver tab, and then click Update Driver.
      8. Browse to the folder C:\Program Files (x86)\Common Files\Research In Motion\USB Drivers and click OK.
      9. Click Finish.
  • If the BlackBerry Desktop Software is still unable to be installed then a clean re-install should be performed. Please see KB02206 for assistance.

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