BlackBerry® Curve™

[jcp3]

Trying to download software in order to back up a 8320. Install is fine (I de-activate anti-virus and run file as administrator to avoid any problems). It goes through the install fine. When the device-based application wizard then starts, the first screen is about the portal by which the device is connecting to the computer. The drop down menu is black and the "find portal" tick box is faded and cannot be used.

I have tried several downloads and several portals, but nothing changes this screen.

I would appreciate any help and thanks in advance!

[sdgardne · Accepted solution]

Hi and Welcome to the Community!

Here is the list of troubleshooting articles...hopefully something will be useful:

• http://supportforums.blackberry.com/t5/BlackBerry-Desktop-Software/Tips-for-getting-BlackBerry-Deskt...
• KB10144 How to force the detection of the BlackBerry smartphone using Application Loader
• KB28457 BlackBerry Desktop Software is unable to detect the BlackBerry Smartphone due to administrative permissions
• KB28458 BlackBerry Desktop Software is unable to detect the BlackBerry Smartphone when user account control is enabled
• KB28459 BlackBerry Desktop Software is unable to detect the BlackBerry Smartphone when a full version of Roxio® Media Manager is installed 
• KB28456 BlackBerry Desktop Software is unable to detect the BlackBerry Smartphone when USB selective suspend setting is enabled
• KB28444 The BlackBerry smartphone is not detected by BlackBerry Desktop Software when connected by USB to a USB hub or a docking station
• KB28443 BlackBerry Desktop Software cannot detect the BlackBerry smartphone when it is connected via USB
• KB02640 Troubleshooting USB connections
• KB15486 Top 10 BlackBerry smartphone and BlackBerry Desktop Manager troubleshooting tips
• KB00125BlackBerry Desktop Software cannot detect the BlackBerry smartphone
• KB11439 BlackBerry Desktop Software does not detect the BlackBerry smartphone when it is connected
• KB00019 No PIN displayed in BlackBerry Desktop Redirector
• KB10938 "USB charging current is insufficient" appears on the BlackBerry smartphone
• KB01451 How to turn on advanced synchronization logging if a wired synchronization fails
• KB19717 The BlackBerry smartphone is not detected as a USB Mass Storage Device when connected to a computer
• KB16310 Media Transfer Protocol and the BlackBerry Storm smartphone
• http://supportforums.blackberry.com/t5/BlackBerry-Desktop-Software/Desktop-Manager-quot-disconnected...

Also, check that you are using only root USB ports...no hubs (sometimes the front-side ports are hubs...use a rear USB port). And make sure to try disabling USB power management in your system configuration (Device Manager).

Also check on conflicting software...it has been reported that the software package NTI Shadow&Ninja can cause a conflict; removing them and reinstalling the BB desktop software allows it to install correctly.

Apologies in advance if this is redundant -- there's no way to be sure if you've already seen and tried these. Also apologies if any are not presently available...RIM takes them up and down at will as they revise things.

Hopefully something there is helpful!

Cheers!

[jcp3]

Thanks so much. I'll try some of these and get back to you. Using front USB, so that may be the problem.

[jcp3 · Accepted solution]

Hey, a few of the settings solutions applied , did them all, restarted and all was fine.

Many thanks. It's nice to know such helpful people are around. I'll say a prayer for you tonight!

[sdgardne]

You are most welcome...enjoy!