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Unable to restore a backup file from a BlackBerry 10 smartphone or BlackBerry PlayBook that is using a different BlackBerry ID

Article ID: KB31317

Type: Support Content

Last Modified: 03-25-2013

 

Product(s) Affected:

  • BlackBerry Link
  • BlackBerry Link For PC
  • BlackBerry Link for Mac
  • Tablets
  • Desktop Software (Windows)
  • Desktop Software (Mac OS)
CollapseEnvironment
  • BlackBerry Link
  • BlackBerry 10 OS
  • BlackBerry PlayBook OS 2.0.1.358 and later
  • BlackBerry Desktop Software
  • Windows 
  • Mac OS
CollapseOverview

When attempting to restore a BlackBerry PlayBook tablet backup file taken from a different BlackBerry ID, one of the following error messages is displayed:

  • On BlackBerry Desktop Software for Windows: 
    There was an error restoring
     
  • On BlackBerry Desktop Software for Mac OS: 
    BlackBerry Desktop Software failed to restore your BlackBerry PlayBook tablet

 
When attempting to restore a BlackBerry 10 smartphone backup taken from a different BlackBerry ID, the following message is displayed in BlackBerry Link:

BlackBerry ID on your device does not match.
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Sign in on the device using the same BlackBerry ID as the one the backup file was created from.

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