"BlackBerry Desktop Software cannot communicate with the connected device" when attempting to connect the BlackBerry PlayBook to the BlackBerry Desktop Software

Article ID: KB26904

Type: Support Content

Last Modified: 03-18-2013

 

Product(s) Affected:

  • BlackBerry PlayBook tablets
  • BlackBerry Desktop Software for Windows
CollapseEnvironment
  • BlackBerry Desktop Software
  • BlackBerry PlayBook tablet
CollapseOverview

When attempting to connect the BlackBerry PlayBook to the BlackBerry Desktop Software, the following error appears: 

BlackBerry Desktop Software cannot communicate with the connected device.
CollapseCause
The protocols required for the network connection were disabled during the installation of the BlackBerry PlayBook driver.
CollapseResolution
1. The following settings need to be enabled for the Research in Motion Network Device connection located under Network Connections:
  • Client for Microsoft Networks
  • File and Printer Sharing for Microsoft Networks
  • Internet Protocol (TCP/IP)

For Windows XP, complete the following steps:

  1. Click Start > Control Panel > Network Connections
  2. In the LAN or High-Speed Internet window, right-click on the Local Area Connection that is listed as Research In Motion Network Device and click Properties.
  3. Under This connection uses the following items, check the boxes for:
     
    • Client for Microsoft Networks
    • File and Printer Sharing for Microsoft Networks
    • Internet Protocol (TCP/IP)

For Windows 7 and Windows Vista, complete the following steps:

  1. Click Start > Control Panel > Network and Internet or Network and Sharing Center.
  2. Under View your active networks, choose the alternative Local Area Connection x (Access type: No Internet access) that is detected as Research In Motion Network Device.
  3. In the Local Area Connection Status window, select Properties.
  4. Under This connection uses the following items, check the boxes for:
     
    • Client for Microsoft Networks
    • File and Printer Sharing for Microsoft Networks
    • Internet Protocol Version 4 (TCP/IPv4)

For Windows 8, complete the following steps:

  1. Click to the Desktop window
  2. Click or swipe to the bottom right corner to activate the Charms Bar and select Settings.
  3. Select Control Panel > Network and Internet > Network and Sharing Center
  4. Under View your active networks, choose the alternative Local Area Connection x (Access type: No Internet access) that is detected as Research In Motion Network Device
  5. In the Local Area Connection Status window, select Properties.
  6. Under This connection uses the following items, check the boxes for:
     
    • Client for Microsoft Networks
    • File and Printer Sharing for Microsoft Networks
    • Internet Protocol Version 4 (TCP/IPv4)

2. Ensure Research In Motion Network Drive is not disabled in Windows Device Manager.

  1. Click Start.
  2. Right-click on Computer and select Properties.
  3. Click on the Hardware tab.
  4. Select Device Manager.
  5. Click Network adapters
  6. Ensure Research In Motion Network Device is not disabled.

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