Issues with media card access

Article ID: KB35441

Type: Support Content

Last Modified: 01-14-2014

 

Product(s) Affected:

  • BlackBerry 10 OS
Jump to: Environment | Overview
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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 a customer cannot access the media card in their BlackBerry smartphone, use the following steps as a basis for helping the customer:

Troubleshooting steps

If the customer cannot access the media card only after they connect their BlackBerry smartphone to a computer with a USB port, USB Mass Storage mode may be enabled. To disable USB Mass Storage mode, perform the following steps:

  • Swipe down from the top of the display > tap Settings > tap Storage and Access > slide USB Mass Storage to Off.
  • Check the seating of the media card by removing and reinserting the media card. To properly seat the media card, perform the following steps:
    • Check the pins for cleanliness or damage.
    • Locate the media card slot on the BlackBerry smartphone. The location of the media card slot may differ depending on the BlackBerry smartphone model.
    • Locate the blue media card icon on the BlackBerry smartphone. Orient the media card to match the icon.
    • Fully insert the media card into the BlackBerry smartphone.
      Note: After you correctly insert a media card, Media Card Inserted briefly appears on the display.

If the customer still cannot access their media card, insert a new media card into the BlackBerry smartphone and check that you can access the media card.
Alternatively, insert the existing media card into a new BlackBerry smartphone and check that you can access the media card.

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