Issues with USB data connections

Article ID: KB35439

Type: Support Content

Last Modified: 01-14-2014

 

Product(s) Affected:

  • BlackBerry 10 OS
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  • BlackBerry 10 OS
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The following information is intended for retail support representatives who are assisting customers with troubleshooting.

If the customer’s USB connection is not functioning, use the following as a basis for helping the customer:

Note: Swapping the customer’s cables, accessories, and BlackBerry smartphone with working equivalents is the most effective way to isolate the source of the issue.

Ask the customer if they use a direct connection

Determine if the customer connects through a USB hub or a laptop docking station.

Troubleshooting steps

If the customer connects through a USB hub or a laptop docking station, connect the BlackBerry smartphone directly to a computer using a USB cable.

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