BlackBerry Desktop Software or BlackBerry Link displays the message "Update Could Not Be Completed" or "cannot communicate with the connected device" when connecting to the BlackBerry 10 smartphone or BlackBerry PlayBook tablet via USB

Article ID: KB26745

Type: Support Content

Last Modified: 08-26-2013

 

Product(s) Affected:

  • BlackBerry 10
  • BlackBerry Link
  • BlackBerry 7 OS and earlier
  • Tablets
CollapseEnvironment
  • BlackBerry Desktop Software 7.1
  • BlackBerry PlayBook tablet
  • BlackBerry Link
  • BlackBerry 10 smartphones
CollapseOverview

The BlackBerry Desktop Software or BlackBerry Link is unable to connect to the BlackBerry PlayBook tablet or BlackBerry 10 smartphone and presents one of the following errors:

Update could not be completed

or

BlackBerry Desktop Software cannot communicate with the connected device

CollapseCause

The following can cause this issue:

Cause 1

There is a personal firewall or proxy blocking the network connectivity to the BlackBerry PlayBook tablet or BlackBerry 10 smartphone via USB.

Cause 2

The BlackBerry PlayBook tablet or BlackBerry 10 smartphone's driver installation process was interrupted or has not been fully completed in Windows.

CollapseResolution

Cause 1

There is a personal firewall or proxy blocking the network connectivity to the BlackBerry PlayBook or BlackBerry 10 device via USB.

Resolution 1

The BlackBerry PlayBook tablet or BlackBerry 10 smartphone presents itself as a network adaptor to the host computer with an IP range of 169.254.X.X for communicating with the BlackBerry Desktop Software or BlackBerry Link. Ensure that any personal firewalls or proxy (For example, Blue Coat K-9 personal web proxy) that are applying themselves to the Research In Motion Network Device adaptor are disabled or are configured to whitelist the IP ranges given to the adaptor including ports 80 and 443.


Cause 2

The BlackBerry PlayBook tablet or BlackBerry 10 smartphone's driver installation process was interrupted or has not been fully completed in Windows.

Resolution 2

Complete the full driver installation process in Windows by allowing the BlackBerry PlayBook tablet or BlackBerry 10 smartphone to run through the entire power cycle process.

For the BlackBerry PlayBook tablet:

Note: Before starting ensure the latest version of BlackBerry Desktop Software or BlackBerry Link is installed on the computer.

  1. Launch BlackBerry Desktop Software or BlackBerry Link.
  2. Connect the BlackBerry PlayBook tablet to the computer.
    Note: One of the following messages should be displayed:
    • BlackBerry Desktop Software cannot communicate with the connected device.
    • BlackBerry Link cannot communicate with the connected device.
  3. Power the BlackBerry PlayBook tablet off and then on again.
  4. When prompted again with the error (...cannot communicate with the connected device), ignore the warning message, however, do not dismiss or cancel it. Allow the tablet to fully boot up to the home screen.
  5. After 3-5 minutes the driver should install successfully and allow BlackBerry Desktop Software or BlackBerry Link to continue the device setup.

For the BlackBerry 10 smartphone:

Note: Before starting ensure the latest version of BlackBerry Link is installed on the computer.

  1. Launch BlackBerry Link.
  2. Connect the BlackBerry 10 smartphone to the computer.
    Note: The following messages should be displayed:
    • BlackBerry Link cannot communicate with the connected device.
  3. Power the BlackBerry 10 smartphone off and then on again.
  4. When prompted again with the error (BlackBerry Link cannot communicate with the connected device.), ignore the warning message, however, do not dismiss or cancel it. Allow the smartphone to fully boot up to the home screen.
  5. After 3-5 minutes the driver should install successfully and allow BlackBerry Link to continue the device setup.

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