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BlackBerry® OS Smartphones

New Member
Posts: 1
Registered: ‎11-04-2013
My Device: blackberry 9790
My Carrier: vodacom

PLEASE HELP! Desktop software not recognising phone

Hi, Ive been trying to update my phone software using BB desktop software, when I click update, its prompts me to update my usb component driver. once this is done, my computer restarts and the desktop software will not pick up my phone. Tried everything listed on most forums to no avail. This is on a BB 9790 and 9700.  

Hall of Famer III
Posts: 58,158
Registered: ‎11-28-2008
My Device: DTEK50 (AAH108), PRIV (AAH995), Z10/Z30/Q10 (, Playbook (
My Carrier: TMobile USA

Re: PLEASE HELP! Desktop software not recognising phone

Hi and Welcome to the Community!

I suggest this thread:

It starts with a process for cleanly starting over, and there is some discussion, and there is also a post (15) with links to older Desktop Software versions, if those are needed. Note that this is not, by any means, guaranteed to work...but it has worked for many to resolve issues they are having.

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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Posts: 15
Registered: ‎11-06-2013
My Device: Bold 9900
My Carrier: Virgin Mobile Canada

Re: PLEASE HELP! Desktop software not recognising phone

There seems to be a problem with the lasted update for the Blackberry Desktop Manager.  After several hours on the phone with Blackberry, I posted this in another thread:  


Finally got it working again! Re-downloaded the desktop software (but when you start it up, make sure to uncheck the automatic update option). While that was downloading, I was instructed to go to microsoft.com and search for and download .NET Framework 3.5. Once you click to download that, there will be an offer to download 2 other items. One of which will be Microsoft .NET Framework 4 Client Profile (Web Installer). Click to download that too. Once they are finished downloading, run both files. .Net Framework 4 Client Profile will take longer and will ask you if you want to repair or remove. Choose repair. The repair took several minutes, but once it was done, I clicked "Finish", opened the BB Desktop Software, UNCHECKED THE AUTO UPDATE OPTION, and plugged in my phone. Once windows finished installing the drivers, Low and behold! The Desktop software recognized that the phone was connected! I hope this helps you resolve your issue as well. When it again offered me an update I clicked to update later (meaning never!). Best of luck to you.