Remote file access in File Manager shows as empty or offline when viewing the desktop on a BlackBerry 10 smartphone

Article ID: KB34217

Type: Support Content

Last Modified: 01-23-2014

 

Product(s) Affected:

  • BlackBerry 10
  • BlackBerry 10 Applications
  • BlackBerry Link
CollapseEnvironment
  • BlackBerry Link version 1.1 or later
  • BlackBerry 10 OS version 10.1 or later
CollapseOverview
When using File Manager on the BlackBerry 10 smartphone the remote file access mounts are shown as offline or empty and no folder structure is seen.
CollapseResolution

Ensure the device has proper Wi-Fi network coverage or mobile network coverage. If mobile network is being used as the only transport, ensure Use Cellular Network is enabled on the BlackBerry 10 smartphone. Complete the following steps to enable Use Cellular Network:

  1. Open Settings.
  2. Select BlackBerry Link.
  3. Enable Use Cellular Network.

Ensure that remote file access is enabled on BlackBerry Link. Complete the following steps to enable remote file access:

  1. Open BlackBerry Link.
  2. Open the desktop settings via pressing the Gear icon and selecting the desktop below.
  3. Ensure the device is enabled.

Verify that the smartphone and the install of BlackBerry Link are signed in using the same BlackBerry ID. Complete the following steps to verify the same BlackBerry ID is used:

  • On the smartphone:
  1. Open the Settings.
  2. Select About.
  3. Note the BlackBerry ID used.
  • On the computer:
  1. Open BlackBerry Link.
  2. Look on the title bar to see the status of BlackBerry ID.

Ensure the desktop computer that BlackBerry Link is running on is powered on and connected to an Internet connection. Some computers will go to sleep if left alone for a period of time.

Ensure the desktop computer that BlackBerry Link is running on is not currently connected to a VPN solution. Remote files access will not function while the computer is connected to a VPN solution.

If the smartphone has recently switched between Wi-Fi and cellular connectivity it can take up to 6 minutes to re-establish the secure connection between the BlackBerry 10 smartphone and the computer running BlackBerry Link. Closed the File Manager application and try again after waiting 6 minutes.

If after following the steps above does not resolve the issue attempt to sign out and back in to BlackBerry ID in BlackBerry Link and toggle the associated smartphone in BlackBerry Link on and off under  Remote File Access.

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