Identifying and troubleshooting issues with the BlackBerry Desktop Software detecting a USB connected BlackBerry smartphone

Article ID: KB00125

Type: Support Content

Last Modified: 11-06-2012


Product(s) Affected:

  • BlackBerry Desktop Software for Windows
  • BlackBerry Desktop Software
  • Microsoft Windows

The following table lists Knowledge Base articles with information about issues that may result in the BlackBerry Desktop Software not detecting a USB connected BlackBerry smartphone.

Related Knowledge Based Articles
The BlackBerry smartphone is not detected by the Windows system.

To confirm if the Windows system is detecting the BlackBerry smartphone reference
KB28440 .
  • KB28443 - There is a potential issue with the computer's USB port or the USB cable.
  • KB28444 - The BlackBerry smartphone is not directly connected to the system.
The BlackBerry smartphone appears in Windows Device Manager but the Desktop Software does not detect the connected device.
  • KB13336 - The USB driver installed is for an earlier model of the BlackBerry smartphone.
  • KB13331 - Power Management is enabled on the system.
  • KB28456 - Selective Suspend is enabled on the system.
  • KB28458 - User Account Control is enabled on the system.
  • KB28457 - Administrative rights have not been correctly propagated to the BlackBerry Desktop Software.
  • KB28459 - A full version of Roxio Media Manager is installed on the system.
  • KB20598 - The computer's BIOS has an update available to resolve USB related issues.
CollapseAdditional Information
If the connectivity issues are not resolved after completing the applicable steps in this article, contact your wireless service provider for further assistance.


By downloading, accessing or otherwise using the Knowledge Base documents you agree:

   (a) that the terms of use for the documents found at apply to your use or reference to these documents; and

   (b) not to copy, distribute, disclose or reproduce, in full or in part any of the documents without the express written consent of RIM.

Visit the BlackBerry Technical Solution Center at