Troubleshooting connection issues between BlackBerry Desktop Software for Mac and BlackBerry smartphone or BlackBerry PlayBook

Article ID: KB30315

Type: Support Content

Last Modified: 12-12-2012

 

Product(s) Affected:

  • BlackBerry 7 OS and earlier
  • Tablets
  • Desktop Software (Mac OS)
CollapseEnvironment
  • BlackBerry Desktop Software (Mac OS)
  • BlackBerry PlayBook
  • BlackBerry smartphone
CollapseOverview

The following steps should be taken when encountering an issue with BlackBerry Desktop Software for Mac not detecting a connected BlackBerry PlayBook or BlackBerry smartphone.

CollapseResolution

Determine if the connected BlackBerry smartphone or BlackBerry PlayBook is being recognized by Mac Computer.

  1. Go to the Apple icon at the top left.
  2. Select About This Mac.
  3. Select More info.
       a) For OS X 10.7, select System Report...

  4. On the left under Hardware select USB.
  5. Verify RIM Composite Device is listed.

If the device is listed in System Profiler but not detected by the BlackBerry Desktop software:

  1. Ensure the BlackBerry Desktop Software is the latest version, see KB18771.
  2. If Pocket Mac was installed previously? See KB21692.
CollapseAdditional Information

Note:  If the device is not listed under Hardware, troubleshoot physical connection issues.

  1. Connect BlackBerry smartphone or BlackBerry PlayBook to different USB port.
  2. Bypass USB hubs and directly connect to computer USB port.
  3. Try different USB cables (attempt to use BlackBerry USB cables).
  4. Make sure USB cable being used is a data cable and not a charge only cable. Some USB cables only allow smartphone to charge and will not allow data transfer, which causes the computer or BlackBerry Desktop Software to not detect the smartphone when it is connected.

Note: BlackBerry PlayBook Only

  1. Using the PlayBook scroll from the very top of the bezel to the bottom.
  2. Select Storage&Sharing in the list.
  3. Change the USB Connections setting to Connect to Mac.                                                           

Note: Bezel The black outlining of the BlackBerry PlayBook is referred to as the Bezel.

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