BlackBerry Desktop Manager cannot communicate with the connected BlackBerry device

Article ID: KB20371

Type: Support Content

Last Modified: 05-30-2012

 

Product(s) Affected:

  • Desktop Software (Windows)
CollapseEnvironment
  • BlackBerry® Desktop Software 5.0 SP1
  • BlackBerry® Desktop Software 6.1
CollapseOverview

The following informational message appears on BlackBerry® Desktop Manager when attempting to connect a BlackBerry smartphone which is non functioning or has low battery.

BlackBerry® Desktop Manager cannot communicate with the connected BlackBerry device. If the device is rebooting or has a dead battery, click Retry to attempt to reconnect once the device reboots. Otherwise, you might need to update the BlackBerry® Device Software to correct the problem.

This is an informational message to indicate why the BlackBerry smartphone is not being detected correctly by BlackBerry Desktop Manager.

Retry: This will attempt to reconnect to the BlackBerry smartphone again. If it is unsuccessful it will come back to this message.

Update: This will launch Application loader to attempt to update or reload the BlackBerry Device Software if the BlackBerry smartphone is in a non functioning state.

Cancel: This will stop attempting to connect to the BlackBerry smartphone and you will return to BlackBerry Desktop Manager.

CollapseCause
Cause 1:

The BlackBerry handheld device is connected to the computer using a charge-only USB cable.

Cause 2:

The BlackBerry handheld software is corrupt.
CollapseResolution
Resolution 1:

Use a data USB cable to connect the BlackBerry handheld to the computer.

Resolution 2:

Perform a forced reload of the BlackBerry handheld software per KB10144.

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