BlackBerry Desktop Software cannot detect the BlackBerry smartphone when it is connected via USB

Article ID: KB28443

Type: Support Content

Last Modified: 02-04-2013

 

Product(s) Affected:

  • BlackBerry Desktop Software for Windows
  • BlackBerry Desktop Software for Mac OS
CollapseEnvironment
  • BlackBerry Desktop Software (Mac OS)
  • BlackBerry Desktop Software (Windows)
CollapseOverview
After connecting the BlackBerry smartphone to a USB cable connected to a Mac or Windows computer the BlackBerry smartphone is not detected.
CollapseCause

There may be a problem with the USB port or the USB cable.

Cause 1
The USB port is not providing a suitable connection to the operating system.

Cause 2
The USB port is not providing sufficient power to sustain the devices connected.

Cause 3
The USB cable is not providing a suitable connection to the USB port. 

CollapseResolution

Cause 1
The USB port is not providing a suitable connection to the operating system.

Resolulion 1
Try another USB port on the computer. If using a desktop be sure to use a port on the back of the computer. If using a laptop use a port on the back of the laptop, or try a USB port on the opposite side of the laptop. If the laptop is on a docking station, connect the USB cable to the USB port on the laptop itself and not the USB port of the docking station.

Cause 2
The USB port is not providing sufficient power to sustain the devices connected.

Resolution 2
It may also be necessary to remove any USB peripherals such as a USB printer or scanner in order to supply the necessary voltage to the USB channel.

Cause 3
The USB cable is not providing a suitable connection to the USB port.

Resolution 3
If after using another USB port the BlackBerry smartphone is still not detected by the Mac or Windows computer then the USB cable may be either defective or incorrect. Some USB cables only allow for the smartphone to charge and will not allow for data transfer, which causes the computer to not detect the smartphone when it is connected.

CollapseAdditional Information
Note: Follow KB00125 for more information BlackBerry Smartphones not being detected on BlackBerry Desktop Software.

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