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New Member
Posts: 1
Registered: ‎07-28-2013
My Device: 9360
My Carrier: virgin

Phone not recognised by bb desktop

Anyboby got any ideas?

When I plug in my 9900 via USB all works well.

When I plug  in my 9360 via same usb , although the computer recognises that its plugged in the BB Desktop does nothing . "connect your BB device". How can I make this work ?

Thanks.

Sorry  , running Vista.

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Hall of Famer III
Posts: 57,634
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: Phone not recognised by bb desktop

Hi and Welcome to the Community!!

 

Sometimes, on top of the Desktop Software, also installing (to your PC) the BB OS package that the BB is running can help. You can check what the BB is running via this:

  • KB23393 How to check the model number and version of installed BlackBerry device software on a BlackBerry smartphone

And you can download the OS package via the official download portal:

If you are immediately prompted to update that BB, then it is likely that you've not installed, to the PC, the exact BB OS package that the BB is running. Double check very carefully.

 

Or, if it continues to not recognize it, then you may have installed to your PC a BB OS package that is from a carrier other than the one for which the BB was originally manufactured. If that is the case, then 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

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!

Cheers!


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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