Unable to access files on a media card using the BlackBerry smartphone

Article ID: KB10312

Type: Support Content

Last Modified: 03-22-2013

 

Product(s) Affected:

  • BlackBerry 7 OS and earlier
CollapseEnvironment
  • BlackBerry smartphones
  • Micro SD media card
CollapseOverview

Unable to access files on the Micro SD media card using the Media application on the BlackBerry smartphone.

CollapseCause
CollapseResolution

Complete the appropriate resolution for the cause.

Cause 1


The BlackBerry smartphone is connected to a computer and mass storage mode is turned on. The following message will appear on the BlackBerry smartphone:

To access files on the media card from your device, disconnect your device from the computer.

Resolution 1


Disconnect the BlackBerry smartphone from the computer.

or

Turn off mass storage mode on the BlackBerry smartphone. For instructions, see KB13564.


Cause 2

Verify that the Media Card Support is turned on.

Resolution 2

To turn on Media Card Support, refer to KB13564.


 Cause 3

The folder structure on the media card has become inaccessible.

Resolution 3

Repair the media card. To repair the media card, complete the following steps:

Warning: Repairing the media card could result in loss of data.

BlackBerry Device Software 4.2 to 5.0:

  1. From the home screen of the BlackBerry smartphone, select Options.
  2. Select Memory.
  3. Press the Menu key and choose Repair.

BlackBerry 6 to 7.1:

  1. From the home screen of the BlackBerry smartphone, select Options.
  2. Select Device.
  3. Select Storage.
  4. Press the Menu key and choose Repair.

 Cause 4

The media card has not been formatted for the BlackBerry smartphone.

Resolution 4

Format the media card. For instructions, see KB10527.

CollapseWorkaround

1.  Insert a different media card into the smartphone.

2.  Back up the device and perform a clean software reload of the BlackBerry device software, then test the media card again.

  •  To perform these steps using a Windows computer, see KB11320.
  •  To perform these steps using a Mac computer, see KB19915.

3.  If the issue persists after the software has been reloaded and before any data has been restored to the device, there is a hardware problem. Contact the wireless service provider for warranty options.

CollapseAdditional Information

Note:

  • If unable to view the media card using BlackBerry Desktop Software, see KB12239.
  • If unable to view the media card using Windows Explorer, see KB11883.
  • Verify that the media card is inserted in the BlackBerry smartphone correctly. For more information about inserting a media card see the printed documentation that came with the BlackBerry smartphone.

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