- BlackBerry 10 OS
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.
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.