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Contributor
Posts: 18
Registered: ‎11-02-2013
My Device: Bold 9900
My Carrier: Bell Mobility

Unable to update Blackberry Bold 9900 on the web (PIN not being detected?)

Link to my screen capture:
http://megeres.com/data/documents/Screen-Capture-BlackBerry-WWW-Device-Software-Update.JPG


To see if I have the most recent software, or if there are updates available, I connected my smartphone to my computer via USB and clicked the button on the webpage.


Additional Troubleshooting Notes:
- My Smartphone appears in Windows Device Manager but the Blackberry Desktop Software does not detect the connected device.

Mark E. Geres, Registered PRINCE2® Practitioner, PMP®, ITIL® V3 Fdn.
I'm on the Web: http://www.megeres.com
Super Contributor
Posts: 285
Registered: ‎09-10-2013
My Device: z10
My Carrier: Sprint

Re: Unable to update Blackberry Bold 9900 on the web (PIN not being detected?)

I suggest that you update you device software using the BlackBerry desktop software.

you can get it on blackberry.com - go to software tab and look for BlackBerry desktop software.

Once its installed on your computer you can update your software directly to it.

Let me know if this help.
Forums Veteran II
Posts: 2,752
Registered: ‎04-06-2008
My Device: Passport & PlayBook
My Carrier: T-Mobile USA

Re: Unable to update Blackberry Bold 9900 on the web (PIN not being detected?)

So, sounds like The desktop software was tried as well as the web method.

 

I would troubleshoot the problem with the Desktop Software not detecting the connected device.  See the following:

 

http://btsc.webapps.blackberry.com/btsc/viewdocument.do?externalId=KB28443&sliceId=2&cmd=displayKC&d...

 

 

http://btsc.webapps.blackberry.com/btsc/viewdocument.do?externalId=KB00125&sliceId=2&cmd=displayKC&d...

- Ira
Contributor
Posts: 18
Registered: ‎11-02-2013
My Device: Bold 9900
My Carrier: Bell Mobility

Re: Unable to update Blackberry Bold 9900 on the web (PIN not being detected?)

Thank you very much for your efforts allaineem

 

Prior to my original post above (ref. Additional Troubleshooting Notes) I had attempted, without success, using BlackBerry Desktop Software 7.1.0.41 Released March 7, 2013 (Bundle 42): which Includes Application Loader Version 8.0.0.33:

Link to the screen capture:
http://megeres.com/data/documents/Screen-Capture-BlackBerry-Desktop-Software-Connect-your-Blackberry...

Mark E. Geres, Registered PRINCE2® Practitioner, PMP®, ITIL® V3 Fdn.
I'm on the Web: http://www.megeres.com
Contributor
Posts: 18
Registered: ‎11-02-2013
My Device: Bold 9900
My Carrier: Bell Mobility

Re: Unable to update Blackberry Bold 9900 on the web (PIN not being detected?)

[ Edited ]

@aiharkness

 

Thank you very much for pointing out the KB URLs. Over the past weeks, I've gone through both KBs with a fine-toothed comb---meticulously following the solutions (trouble shooting steps) that were provided.

 

Regretfully problem symptoms persist.

 

Knowns:

> BlackBerry smartphone is detected by the Windows system. The BlackBerry smartphone appears in Windows Device Manager but the Blackberry Desktop Software does not detect the connected device.

> Unable to update Blackberry Bold 9900 on the web---PIN not being detected.

KB troubleshooting BlackBerry via USB connection that I've pursued to-date (fix/solution not found):

> KB28443 - There is a potential issue with the computer's USB port or the USB cable.
> KB13336 - The USB driver installed is for an earlier model of the BlackBerry smartphone.
> KB13331 - Power Management is enabled on the system.
> KB28456 - Selective Suspend is enabled on the system.
> KB28458 - User Account Control is enabled on the system.
> KB28457 - Administrative rights have not been correctly propagated to the BlackBerry Desktop Software.
> KB28459 - A full version of Roxio Media Manager is installed on the system.
> KB20598 - The computer's BIOS has an update available to resolve USB related issues.

 

Mark E. Geres, Registered PRINCE2® Practitioner, PMP®, ITIL® V3 Fdn.
I'm on the Web: http://www.megeres.com
Contributor
Posts: 18
Registered: ‎11-02-2013
My Device: Bold 9900
My Carrier: Bell Mobility

Re: Unable to update Blackberry Bold 9900 on the web (PIN not being detected?)

This morning my Blackberry ticket INC000027204430 was resolved and closed (HH-9900-v7.1.0.714-Bell-smartphone doesn't work after update).

 

Thanks to the tenacity, dedication and patience of the BlackBerry Customer Support team (1-877-255-2377) and my service provider (carrier) Bell Mobility---software issue resolved, device is now running like new again!

 

Outstanding troubleshooting effort and customer care by all over the past weeks!

Mark E. Geres, Registered PRINCE2® Practitioner, PMP®, ITIL® V3 Fdn.
I'm on the Web: http://www.megeres.com