"Unable to connect BlackBerry Bridge with BlackBerry smartphone" error appears when attempting to pair with the BlackBerry PlayBook

Article ID: KB26699

Type: Support Content

Last Modified: 09-24-2012

 

Product(s) Affected:

  • BlackBerry Bridge for BlackBerry smartphones
  • Tablets
CollapseEnvironment
  • BlackBerry PlayBook™
  • BlackBerry Bridge
  • DT 1141275
  • DT 1252479
CollapseOverview

When attempting to pair manually or automatically a BlackBerry® smartphone with the BlackBerry PlayBook™ tablet, one of the following errors is displayed:

On the BlackBerry tablet:

Unable to connect BlackBerry Bridge with BlackBerry smartphone. Please ensure you have BlackBerry Bridge installed on your device and turned on

or

Unable to pair with playbook. Try again

or

Failed to pair with BlackBerry <model>

On the BlackBerry smartphone: 

Unable to pair with PlayBook. Try again

CollapseResolution
This is a previously reported issue that is being investigated by our development team. No resolution time frame is currently available.
CollapseWorkaround

Delete the paired device on the BlackBerry smartphone and BlackBerry PlayBook tablet.  Attempt to pair again using BlackBerry Bridge.

Note: Before performing the steps below insure the customer is running the latest version of handheld, bridge software on their BlackBerry smartphone and the latest BlackBerry Playbook software.


Step 1: Disconnect from BlackBerry Bridge and delete the paired device from the BlackBerry PlayBook tablet:

  1. Select the Options icon from the top right corner of the main screen.
  2. Select the BlackBerry Bridge item from the left side.
  3. Select the Disconnect button from the bottom right side.
  4. Select the Bluetooth menu item from the left side menu from within the Options.
  5. Select the Pencil button.
  6. Click the Trash icon beside the paired BlackBerry smartphone.

 


Step 2: Delete the paired Bluetooth enable device

To perform this task, first disconnect the BlackBerry smartphone from the Bluetooth enabled device.

BlackBerry Device Software 7:

  1. On the Home screen, click the connections area at the top of the screen, or click the Manage Connections icon.
  2. Click Networks and Connections.
  3. Click on Bluetooth Connections. 
  4. Highlight a paired Bluetooth enabled device; in this case, the BlackBerry PlayBook tablet.
  5. Press the Menu key and choose Disconnect.

BlackBerry Device Software 6.0:

  1. On the Home screen, click the connections area at the top of the screen, or click the Manage Connections icon.
  2. Click Bluetooth Connections.
  3. Highlight a paired Bluetooth enabled device;  in this case, the BlackBerry PlayBook tablet.
  4. Press the Menu key and choose Disconnect.

BlackBerry Device Software 5.0:

  1. On the Home screen, click the Manage Connections icon.
  2. Click Bluetooth Options.
  3. Highlight a paired Bluetooth enabled device.  In this case the BlackBerry PlayBook Tablet.
  4. Press the Menu key and choose Delete Device.

 

Step 3: Uncheck all Bluetooth Message Services on the BlackBerry smartphone

BlackBerry 7 and BlackBerry 6:

  1. On the Home screen, Click on Options > Network and Connections > Bluetooth Connections
  2. Click the Menu key and select MAP Options.
  3. Uncheck all Email addresses under Message Services.
  4. Press the menu key, select Save, then Close.

BlackBerry Device Software 5.0:

Note: There is no option to uncheck Email address message services in BlackBerry Device Software 5.0. Proceed to Step 4.


 

Step 4: Remove unused Serial Port Profiles (BlackBerry PlayBook uses the Data Transfer Serial Port Profile)

BlackBerry Device Software 7 and 6.0:

On the Home screen, Click on Options > Network and Connections > Bluetooth Connections

  1. Click the Menu key and select Options.
  2. Uncheck unused Serial Port Profile entries except Data Transfer (Desktop Connectivity, SIM Access Profile, Wireless Bypass).
  3. Press the menu key, select Save, then Close.

BlackBerry Device Software 5.0:

  1. On the Home screen, click the Manage Connections icon.
  2. Click Bluetooth Options.
  3. Press the Menu key and select Options.
  4. Uncheck unused Serial Port Profile entries except Data Transfer (Desktop Connectivity, SIM Access Profile, Wireless Bypass).
  5. Press the menu key, select Save, then Close

 

Step 5: Restart the BlackBerry smartphone and BlackBerry PlayBook tablet

  1. Perform a hard reset on the BlackBerry smartphone, KB02141 .
  2. Perform a hard reset on the BlackBerry PlayBook tablet, by holding the Power button for 10 seconds.


 

Step 6: Connect your tablet and smartphone using BlackBerry Bridge

To connect the BlackBerry PlayBook tablet to the BlackBerry smartphone, install the BlackBerry Bridge application on the BlackBerry smartphone.  Download BlackBerry Bridge from the BlackBerry App World storefront.

  1. On the BlackBerry Playbook tablet home screen, on the status bar, tab the Options icon.
  2. Select BlackBerry Bridge.
  3. Tap Setup > Continue.
  4. In the BlackBerry Bridge application on the BlackBerry smartphone, click Add Device > Next.
  5. Point the BlackBerry smartphone camera at the barcode that appears on the BlackBerry PlayBook tablet to scan the barcode.

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