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New Contributor
Posts: 3
Registered: ‎06-09-2012
My Device: 9790
My Carrier: Orange

Desktop Software can't find 9790

Hi, i've been trying for a month now to get my 9790 to work on Blackberry Desktop software so i've actually got it backed up to the PC etc. But when ever i conect via USB it says "please conect device" i've gone through all the trouble shooting options & none seam to work/apply. Getting really angry. I hope someone can help, thanks in advance.

Hall of Famer III
Posts: 57,562
Registered: ‎11-28-2008
My Device: PRIV (6.0.1/AAG111), Z10/Z30/Q10 (10.3.2.2813), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Desktop Software can't find 9790

Hi and Welcome to the Community!

 

I suggest the following steps (insert plenty of reboots of your PC...not just restarts, but full power down reboots). Also, it is advised that you be logged into the PC on an account with full admin rights. Further, under Vista/Win7, use the "Run As Administrator" option for everything.

Further, it has also been reported that when your user profile on windows (type 'echo %userprofile%' in the command prompt) contains spaces, then the installer will not work. In order to solve this issue, log out of your Windows account and log back in using the local Administrator account (or any other account name without spaces) and install the desktop (for all users).

1) Remove any/all BB device OS update package(s) from your PC (add/remove programs)

2) Cleanly uninstall the RIM Desktop Software:

 

  • KB02206 How to perform a clean uninstall of BlackBerry Desktop Software
  • Some have reported the manual search and removal of RIM, BB, and Puma registry keys to be helpful...do not attempt this if you are at all unsure as editing your registry wrongly can render your entire PC useless.
  • Others have reported the use of a registry cleansing tool to also be helpful
  • Still others have reported the use of your original PIM (e.g., Outlook, NOTES, etc.) installation CD, running the "repair" process, to be helpful in some situations


3) Get a fresh download of the RIM Desktop Software:


4) Download (to your PC) a fresh copy of your device OS package from your carrier:


5) Install the Desktop Software to your PC

6) Install (also to your PC), the device OS package

7) Start the organizer configuration over:

  • KB03315 How to synchronize organizer data (calendar, task list, memo list, and contact list) using the BlackBerry Desktop Software


Hopefully that will get things going again.

Good luck and let us know!



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

New to the Community? Click here and also here for helpful guidance. Also please click here for additional helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions. If anyone has been helpful to you, please show your appreciation by clicking the button. Need a reference to BB10 OS/SR versions? Click here. Need a specific BB10 AutoLoader? Send me a private message.

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New Contributor
Posts: 3
Registered: ‎06-09-2012
My Device: 9790
My Carrier: Orange

Re: Desktop Software can't find 9790

Thanks for the reply - i haven't tried any of the above yet. But i remembered having issues getting the Playbook the connect to my Laptop so i used my netbook & it worked. Downloaded the Blackberry Desktop Software to the netbook & it find's my phone on there!!! Was just wondering if this would change anything you said above, as i would like to use my Laptop. Thanks again!

Hall of Famer III
Posts: 57,562
Registered: ‎11-28-2008
My Device: PRIV (6.0.1/AAG111), Z10/Z30/Q10 (10.3.2.2813), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Desktop Software can't find 9790

Hmmm...so now you've said, PC, NetBook, and Laptop. And I'm honestly not sure which you desire to run this on. But, no matter...the process would be no different (just make sure that the machine you wish to run the Desktop Software on meets the system requirements).

Good luck!


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

New to the Community? Click here and also here for helpful guidance. Also please click here for additional helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions. If anyone has been helpful to you, please show your appreciation by clicking the button. Need a reference to BB10 OS/SR versions? Click here. Need a specific BB10 AutoLoader? Send me a private message.

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New Contributor
Posts: 3
Registered: ‎06-09-2012
My Device: 9790
My Carrier: Orange

Re: Desktop Software can't find 9790

I tried to connect to my Laptop but it failed on both phone & playbook, yet works on my netbook. I'm just baffled.

Hall of Famer III
Posts: 57,562
Registered: ‎11-28-2008
My Device: PRIV (6.0.1/AAG111), Z10/Z30/Q10 (10.3.2.2813), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Desktop Software can't find 9790

That is baffling...there must be something about your Laptop that is causal. Unfortunately, "it failed" isn't enough to go on. I'd recommend trying the above process on the Laptop and see if it helps. If it fails, the specifics about the failure will be important. Also, with laptops, make sure you're using a direct USB port, on the body of the laptop itself, and not a USB on the docking station or otherwise an "outside" USB hub. There also are a whole bunch of USB troubleshooting articles that I can provide if those would be helpful.

Good luck!


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

New to the Community? Click here and also here for helpful guidance. Also please click here for additional helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions. If anyone has been helpful to you, please show your appreciation by clicking the button. Need a reference to BB10 OS/SR versions? Click here. Need a specific BB10 AutoLoader? Send me a private message.

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