BlackBerry Desktop Software is unable to detect the BlackBerry smartphone or BlackBerry PlayBook tablet when USB selective suspend setting is enabled

Article ID: KB28456

Type: Support Content

Last Modified: 08-20-2012

 

Product(s) Affected:

  • BlackBerry Bold smartphones
  • BlackBerry Pearl smartphones
  • BlackBerry Storm smartphones
  • BlackBerry Style 9670
  • BlackBerry Torch smartphones
  • BlackBerry Tour 9630
  • Porsche Design P’9981 smartphone from BlackBerry
  • BlackBerry PlayBook
  • 4G LTE BlackBerry PlayBook
  • Desktop Software (Windows)
CollapseEnvironment
  • BlackBerry® Desktop Software (Windows)
  • BlackBerry® PlayBook™ tablet
  • BlackBerry® smartphones
CollapseOverview
When attempting to use the BlackBerry® Desktop Software, the BlackBerry® smartphone or BlackBerry PlayBook tablet is unable to obtain a connection. This is due to the USB selective susupend setting feature being turned on within Microsoft Windows.
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Turn off the USB selective suspend setting feature.

Windows Vista™

  1. In the Windows Vista Power Management settings located in the Control Panel, click Change Plan Settings in the Active Power Management Profile and then click Change Advanced Power Settings
  2. Set the USB selective suspend setting to Disabled.

Windows 7

  1. In the Power Options settings located in the Control Panel, select Balanced
  2. Select Change plans settings, then Change Advanced Power settings
  3. Expand USB Settings 
  4. Set the USB selective suspend setting to Disabled.

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