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
  • BlackBerry smartphones
  • Micro SD media card

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


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.


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.


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


  • 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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