"BlackBerry Desktop Software cannot communicate with the connected device" when attempting to connect the BlackBerry PlayBook with the BlackBerry Desktop Software using Windows 7 x64

Article ID: KB27204

Type: Support Content

Last Modified: 03-07-2012

 

Product(s) Affected:

  • BlackBerry PlayBook tablets
  • BlackBerry Desktop Software 6.0
CollapseEnvironment
  • BlackBerry® Desktop Software 6.0.2 to 6.1
  • BlackBerry® Playbook™ Tablet 
  • Microsoft® Windows 7 64 bit
CollapseOverview

When using Microsoft® Windows 7 x64 with BlackBerry® Desktop Software 6.0.2 to 6.1, the error BlackBerry Desktop Software cannot communicate with the connected device is displayed after the BlackBerry® Playbook™ tablet is connected via USB cable.

CollapseCause

The BlackBerry PlayBook tablet usb driver does not properly initialize in a Windows 7 x64 environment. 

CollapseResolution

Resolution 1:

Upgrading Windows 7 x64 to a minimum of SP1 allows the driver to initialize and work with BlackBerry Desktop Software 6.0.2 to 6.1.

 

Resolution 2:

Completing the full driver installation process in Microsoft Windows by allowing the BlackBerry PlayBook Tablet to run through the entire power cycle process.

(Before starting; ensure BlackBerry Desktop Software 6.0.2 or higher is installed on the computer, it must also remain running throughout all steps)

  1. Launch the Desktop Software, Do not close.
  2. Connect the PlayBook to the computer; Should receive the message "BlackBerry Desktop Software cannot communicate with the connected device"
  3. Turn off the BlackBerry PlayBook Tablet.
  4. Power On the PlayBook PlayBook Tablet.
  5. When prompted again with "BlackBerry Desktop Software cannot communicate with the connected device"
  6. Ignore the warning message, however, do NOT dismiss it.
  7. Allow the PlayBook to fully boot up to the home screen.
  8. After 3-5 mins it should allow for the completion the PlayBook's Desktop Software profile setup.
CollapseAdditional Information

Symptoms displayed may also be caused by the Research in Motion Network Device virtual network adapter attributes being unchecked.  For more information, please refer to KB26904 .

In some cases it may be required to hard reset the PlayBook by Pressing and holding the Power Button for 10-20 seconds.

 

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