Identifying and troubleshooting issues with the BlackBerry Desktop Software or BlackBerry Link detecting a BlackBerry PlayBook or BlackBerry 10 smartphone connected via USB

Article ID: KB27424

Type: Support Content

Last Modified: 09-15-2014

 

Product(s) Affected:

  • BlackBerry 10 OS
  • BlackBerry Link
  • BlackBerry PlayBook tablets
  • BlackBerry Desktop Software for Windows
CollapseEnvironment
  • BlackBerry Link
  • BlackBerry Desktop Software 6.0.2 to 7.1
  • BlackBerry PlayBook tablet
  • BlackBerry 10 smartphones
  • Windows
CollapseOverview

This article describes two very similar scenarios where BlackBerry Desktop Software or BlackBerry Link is unable to detect a BlackBerry PlayBook tablet or BlackBerry 10 smartphone connected via USB.

These scenarios both have multiple causes and resolutions. If one of the scenarios is being experienced, go through each possible Cause and refer to the Resolutions below for steps to resolve.


Scenario 1

The BlackBerry PlayBook tablet or BlackBerry 10 smartphone is not detected by the Windows operating system (does not appear in Windows Device Manager), and is therefore also not detected by BlackBerry Desktop Software or BlackBerry Link.

Note: To confirm if the Windows operating system is detecting the BlackBerry PlayBook tablet or BlackBerry 10 smartphone, see KB27679.


Scenario 2

The BlackBerry PlayBook tablet or BlackBerry 10 smartphone is detected by the Windows operating system (appears in Windows Device Manager), but the BlackBerry Desktop Software or BlackBerry Link does not detect the connected tablet or smartphone.

CollapseCause
CollapseResolution

For Scenario 1:

Resolution for Cause 1

See KB28112.

Resolution for Cause 2

See KB28443.

Resolution for Cause 3

See KB28444.

Resolution for Cause 4

See KB20598.

Resolution for Cause 5

See KB26745.


For Scenario 2:

Resolution for Cause 1

See KB28444.

Resolution for Cause 2

See KB13331.

Resolution for Cause 3

See KB28456.

Resolution for Cause 4

See KB28458.

Resolution for Cause 5

See KB28457.

Resolution for Cause 6

See KB26745.

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