Issues with connectivity between a BlackBerry smartphone and a computer

Article ID: KB35458

Type: Support Content

Last Modified: 01-14-2014

 

Product(s) Affected:

  • BlackBerry 10 OS
  • BlackBerry Link
Jump to: Environment | Overview
CollapseEnvironment
  • BlackBerry Link
  • BlackBerry 10 OS
CollapseOverview

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

Ask the customer if they can connect their BlackBerry smartphone to BlackBerry Link

  • Ask the customer if the BlackBerry smartphone is recognized by the computer.
  • Ask the customer if the BlackBerry smartphone is recognized by BlackBerry Link software.
  • Ask the customer if the BlackBerry smartphone appears as a mapped drive on the computer.
  • Ask the customer if they use a Wi-Fi connection to BlackBerry Link.
  • Ask the customer what options are enabled on the BlackBerry smartphone and on the BlackBerry Link software.

Note: BlackBerry Link and BlackBerry Desktop Software are two different programs that can be simultaneously installed on a customer’s computer. For more information on support for BlackBerry Link and BlackBerry Desktop Software, visit www.blackberry.com/btsc and search for KB33475.

Troubleshooting steps

To prepare for first time use of a BlackBerry smartphone with BlackBerry Link:

  1. Ensure the customer has signed in with the same BlackBerry ID first on their BlackBerry smartphone and then on BlackBerry Link.
  2. Connect the customer’s BlackBerry smartphone by USB cable to the computer running BlackBerry Link.
  • Verify that the customer uses the latest version of BlackBerry Link. If not, update their BlackBerry Link software, located at www.blackberry.com/blackberrylink.
  • If multiple BlackBerry smartphone customers use the same computer, verify the customer is logged in to BlackBerry Link on the computer with the same BlackBerry ID as their BlackBerry smartphone.
  • Verify that the customer’s BlackBerry smartphone is recognized by their computer. Advise the customer to try different USB ports in their computer and a different USB cable.
  • Verify that BlackBerry Device Manager is installed on the customer’s computer by looking at the installed programs list.
    • If BlackBerry Device Manager is not present on the customer’s computer, install BlackBerry Link on the customer’s computer, which will also install BlackBerry Device Manager.
      Note: The customer must have administrative permissions to install an application on their computer.
  • Verify that the customer’s BlackBerry smartphone is recognized as a mapped network drive on their computer. If the BlackBerry smartphone is not recognized as a mapped network drive, check if USB Mass Storage mode is turned on or if a media card is present.
    • If a media card is not present, insert a known good media card into the slot. If the drivers are installed and USB Mass Storage mode is off (default):
      • If there is a media card, two network drives will appear. One for the media card (the alphabetically higher of the two) and one for device memory.
      • If there is no media card, the device memory network drive appears.
      • If BlackBerry Balance technology is present, the Work space may not show up as a drive because of encryption. If a file transfer is required from the Work space, use the Share options within the Work space’s File Manager
    • On new BlackBerry smartphones, USB Mass Storage mode is off by default. If the customer’s computer recognizes their mapped network drive with USB Mass Storage mode on and not when USB Mass Storage mode is off, the drivers were not properly installed. These drivers come with the installation of BlackBerry Link.
      • Install or re-install BlackBerry Link and then re-attach the customer’s BlackBerry smartphone.
  • Verify the strength of the Wi-Fi connection that the customer is accessing. Advise the customer to use a USB cable connection to their computer for their BlackBerry smartphone.
  • Verify that the BlackBerry smartphone and the computer are both on the same subnet. Swipe down from the top of the display:
    1. Tap Wi-Fi > Advanced > Under Diagnostic Information, click Wi-Fi Information.
      • Signal Level should be in the range of -40 dBm and -100 dBm. A Signal Level closer to 0 is stronger, if the Signal Level is outside this range the chances of success are decrease.
    2. Tap Wi-Fi > Advanced > Under Diagnostic Information, click Internet Connection.
      • Verify that the IP and Default Gateway match up with the information on the customer’s computer. Often the first three octets (for example, 192.168.1.x) will be the same on a home network, and only the last will be different.
    3. Tap Wi-Fi > Advanced > Under Diagnostic Information, click Ping.
      • Enter the customer’s computer’s IP address in the Ping To * field and then tap Send.
  • Verify that the customer has the appropriate permissions from their IT administrator, if the customer wants to connect to Wi-Fi over an enterprise network.
  • Verify that a Wi-Fi connection is enabled on the customer’s BlackBerry smartphone and Wireless Sync is enabled on their BlackBerry Link software.
    • Verify that the customer’s BlackBerry smartphone is logged in to the same BlackBerry ID as used on BlackBerry Link.
    • If the customer is running BlackBerry 10 OS version 10.1, verify that the customer’s BlackBerry smartphone has the BlackBerry Link setting enabled.
      • Swipe down from the top of the display > tap Settings > tap BlackBerry Link. Set BlackBerry Link to On.
    • Verify that the customer’s BlackBerry Link software has enabled Wireless Sync.
      • To enable Wireless Sync, connect the customer’s BlackBerry smartphone by Wi-Fi to the same network as their computer and perform the following actions in BlackBerry Link; if the customer’s BlackBerry smartphone is connected to their computer by a USB cable, start at Step c:
        1. Click the More Actions button in the lower-right corner of the screen.
        2. Click Show Disconnected Devices.
        3. Click the tab for the customer’s BlackBerry smartphone.
        4. Go into Settings.
        5. Click Wireless Sync.
        6. Enable Turn on wireless connections to my computer.

Note: Updates, backups, restores, and PIM synch require a USB cable connection between the BlackBerry smartphone and the computer with BlackBerry Link.

Syncing a BlackBerry 10 smartphone to local contact and calendar data

BlackBerry Link software supports wired or wireless syncing of Microsoft Outlook PST contacts and calendars.

Note: Certain versions of Microsoft Outlook are currently supported. If PIM sync is unavailable, read the release notes for the appropriate version of BlackBerry Link on docs.blackberry.com to determine whether the version of Outlook on the computer is currently supported.

  • For wired syncing, the customer must have the latest version of BlackBerry Link. For more information, see How to import contacts and calendar appointments. (Material is in English only.)
  • For wireless syncing, the customer must connect an outlook.com account to their Microsoft Outlook installation. For more information, see How to set up Outlook. (Material is in English only.)
  • Mac users have the ability to sync contacts.

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