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New Member
Posts: 1
Registered: ‎08-12-2013
My Device: 9670
My Carrier: Telus

Can't connect 9670 to pc??

[ Edited ]

I checked out some of the suggested fixes and nothing works. When I plug the phone in via USB the pc recognizes the phone as a devise and the BB program comes on and tries to connect, but can't connect to the phone. Getting frustrated as there is no BB support (phone number). I've tried a software update but it says there are none so assume I have the latest version. Any suggestions??

 

WC

 

 

{Edited to removed blank space}

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Posts: 53,161
Registered: ‎11-28-2008
My Device: Z10/Z30/Q10 (10.3.2.840), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Can't connect 9670 to pc??

[ Edited ]

Hi and Welcome to the Community!

From what you describe, you depended totally on all of the "automatic" processes, and sometimes those just fail. What I suggest is you start over with your Desktop Software, and take control over the BB OS version that you want to use, including installing that package also to your PC (sometimes that helps the Desktop Software communicate with it). The simplest way is to, on a PC (you cannot do this on MAC):

1) Uninstall, from your PC, any BB OS packages

2) Make sure you have the BB Desktop Software already installed

3) Download and install, to your PC, the BB OS package you desire:

4) Delete, on your PC, all copies of VENDOR.XML...there will be at least one, and perhaps 2, and they will be located in or similarly to (it changes based on your Windows version) these folders:

  • C:\Program Files (x86)\Common Files\Research In Motion\AppLoader
  • C:\Users\(your Windows UserName)\AppData\Roaming\Research In Motion\BlackBerry\Loader XML

Now try launching the Desktop Software and connecting your BB...they might communicate now.



You may also need the use of these tricks:


 

Otherwise, 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!


WayneCybak wrote:

Getting frustrated as there is no BB support (phone number).

 


When formal support is required, it can be a bit challenging at times, especially since front line support NEVER starts with BlackBerry (hence your inability to find a way to contact them), and the proper path for you to obtain it can be impacted by these circumstances:

  • Service-related support normally starts with the carrier/mobile service provider
  • Device-related support normally starts with the reseller of the device to the end user
  • In some cases, your specific contract may override these, and assign your front-line support to some other entity
  • In some regions, the use of service centers overrides these standard methods
  • All of the authorized entities (carriers, authorized resellers, service centers) have access to the formal channel for escalation to BlackBerry. But end users have no (free) access to such a direct contact to BlackBerry for support...if BlackBerry needs to become involved, that must start with the above, and they would need to escalate through those formal channels.

Now here is where it can get complicated. When a device is purchased from the same entity that provides the services, then support is typically the cleanest...that one entity (usually the carrier) is responsible for all front line support, regardless of the root cause of the issue (device or service). But, when the device is purchased at other than the carrier (e.g., an independent shop), things can get tricky. Truly determining the root cause of the issue (device or service) can be challenging sometimes, and there can be a tendency of each entity to blame the other without really digging deeply -- sadly, this leaves the end user in a bit of a pickle. So, our goal here is to always try to help the user figure out as best they can the root cause of their issue -- from which, if formal support is required, their path is then determined.

Good luck!




Occam's Razor nearly always applies when troubleshooting technology issues!
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