Identifying and troubleshooting issues with the BlackBerry Desktop Software or BlackBerry Link detecting a BlackBerry PlayBook or BlackBerry 10 smartphone connected via USB

Article ID: KB27424

Type: Support Content

Last Modified: 03-09-2015

 

Product(s) Affected:

  • BlackBerry 10 OS
  • BlackBerry Link
  • BlackBerry PlayBook tablets
  • BlackBerry Desktop Software for Windows
Jump to: Environment | Overview
CollapseEnvironment
  • BlackBerry Link
  • BlackBerry Desktop Software
  • BlackBerry PlayBook tablet
  • BlackBerry 10 smartphones
  • Windows
CollapseOverview

This article describes two very similar scenarios where BlackBerry Desktop Software or BlackBerry Link is unable to detect a BlackBerry PlayBook tablet or BlackBerry 10 smartphone connected via USB.

These scenarios both have multiple causes and resolutions. If one of the scenarios is being experienced, go through each possible cause to find a solution.


Scenario 1 - The BlackBerry device is not detected by Windows

The BlackBerry PlayBook tablet or BlackBerry 10 smartphone is not detected by Windows. To confirm whether Windows is detecting the BlackBerry device, see KB27679.

If the device is not being detected by Windows, review the following:

  1. The USB cable may not be properly inserted into the BlackBerry device. See KB28112.
  2. There may be an issue with the computer's USB port, USB cable, or the Access to Storage setting is not set correctly. See KB28443.
  3. The device may be connected to the system using a USB hub or a docking station. See KB28444.
  4. The computer's BIOS may have an update available to resolve USB related issues. See KB20598.
  5. A firewall may be blocking the connection. See KB26745 for BlackBerry Desktop Software or KB36790 for BlackBerry Link.

Scenario 2 - The BlackBerry device is detected by Windows, but not by BlackBerry Desktop Software or BlackBerry Link

The BlackBerry PlayBook tablet or BlackBerry 10 smartphone is detected by Windows, but not by BlackBerry Desktop Software or BlackBerry Link.

If the device is not being detected by BlackBerry Desktop Software or BlackBerry Link, review the following:

  1. The device may be connected to the system using a USB hub or a docking station. See KB28444.
  2. Power Management is enabled on the computer. See KB13331.
  3. Selective Suspend is enabled on the computer. See KB28456.
  4. User Account Control is enabled on the computer. See KB28458.
  5. Administrative rights have not been correctly propagated to the BlackBerry Desktop Software or BlackBerry Link. See KB28457.
  6. A firewall may be blocking the connection. See KB26745 for BlackBerry Desktop Software or KB36790 for BlackBerry Link.

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