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New Contributor
Posts: 5
Registered: ‎03-09-2013
My Device: BlackBerry Z10
My Carrier: Batelco

Z 10 : BlackBerry Protect Device Connection

My device does not appear in my BlackBerry Protect account, all it says is

And as some of us may know that BlackBerry Protect is initially installed on BlackBerry Z 10, so It's not download-able or available on BlackBerry AppWorld, and my account is confirmed and verified, and on the same wireless network, and yes BlackBerry Protect is activated on my device (Z 10).

 I tried rebooting my device, turning off and on BlackBerry Protect, changing my password, nothing seems to work.

My BlackBerry Protect account doesn't seem to recognize my device (Z 10)

 

If you have encountered this and solved before, please do share.

Retired
Posts: 4,285
Registered: ‎07-26-2010
My Device: Q10/Q5/Z10/9930/9860/9310

Re: Z 10 : BlackBerry Protect Device Connection

Hey xSolitary,

Welcome to the BlackBerry Support Community Forums.

 

Thanks for the question.

 

What version of BlackBerry 10 software are you running? Go to Settings>About to find this information.

 

Also are you logged into BlackBerry Protect with the same BlackBerry ID?  Also are you connected via Wi-Fi?

 

I look forward to your reply.

 

Cheers.


-ViciousFerret


 


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New Contributor
Posts: 5
Registered: ‎03-09-2013
My Device: BlackBerry Z10
My Carrier: Batelco

Re: Z 10 : BlackBerry Protect Device Connection

The software is: 10.0.10.82
Yes, same Blackberry ID.
Yes both my device and laptop were connected to the same wi-fi connection.
New Contributor
Posts: 5
Registered: ‎03-09-2013
My Device: BlackBerry Z10
My Carrier: Batelco

Re: Z 10 : BlackBerry Protect Device Connection

Bump

I really need help, this problem is still unsolved. :/

Retired
Posts: 4,285
Registered: ‎07-26-2010
My Device: Q10/Q5/Z10/9930/9860/9310

Re: Z 10 : BlackBerry Protect Device Connection

Hey xSolitary,

Sorry for the delay is replying.

 

Where you able to use BlackBerry Protect in a previous BlackBerry smartphone?  Also what country are you currently located in?

 

Also can you send me a private message with your PIN number so I can investigate further.

 

Thank you.


-ViciousFerret


 


Come follow your BlackBerry Technical Team on Twitter! @BlackBerryHelp


Be sure to click Like! for those who have helped you.

Click  Accept as Solution for posts that have solved your issue(s)!



New Contributor
Posts: 5
Registered: ‎03-09-2013
My Device: BlackBerry Z10
My Carrier: Batelco

Re: Z 10 : BlackBerry Protect Device Connection

I did not have a previous blackberry smartphone or device.
I live in the Kingdom of Bahrain that is located in the Middle East near Qatar and Saudi Arabia.
Retired
Posts: 4,285
Registered: ‎07-26-2010
My Device: Q10/Q5/Z10/9930/9860/9310

Re: Z 10 : BlackBerry Protect Device Connection

Thanks for the quick reply xSolitary.

 

After checking the PIN number it states that BlackBerry Protect is not enabled on the BlackBerry Z10.  If you state it is on, then we will need to gather logs to find out the root cause.

 

Please contact your network service provider and ask to be transferred to BlackBerry.

 

I appreciate your patience.


-ViciousFerret


 


Come follow your BlackBerry Technical Team on Twitter! @BlackBerryHelp


Be sure to click Like! for those who have helped you.

Click  Accept as Solution for posts that have solved your issue(s)!