Welcome to the official BlackBerry Support Community Forums.

This is your resource to discuss support topics with your peers, and learn from each other.

inside custom component

BlackBerry® OS Smartphones

Thank you for visiting the BlackBerry Support Community Forums.

BlackBerry will be closing the BlackBerry Support Community Forums Device Forums on April 1st (Developers, see below)

BlackBerry remains committed to providing excellent customer support to our customers. We are delighted to direct you to the CrackBerry Forums, a well-established and thorough support channel, for continued BlackBerry support. Please visit http://forums.crackberry.com or http://crackberry.com/ask. You can also continue to visit BlackBerry Support or the BlackBerry Knowledge Base for official support options available for your BlackBerry Smartphone.

"When we launched CrackBerry.com 10 years ago, we set out to make it a fun and useful destination where BlackBerry Smartphone owners could share their excitement and learn to unleash the full potential of their BlackBerry. A decade later, the CrackBerry community is as active and passionate as ever and I know our knowledgeable members and volunteers will be excited to welcome and assist more BlackBerry owners with their questions."

- Kevin Michaluk, Founder, CrackBerry.com

Developers, for more information about the BlackBerry Developer Community please review Join the Conversation on the BlackBerry Developer Community Forums found on Inside BlackBerry.

New Contributor
Posts: 3
Registered: ‎02-05-2010
My Device: BlackBerry Z10, BlackBerry PlayBook 64G
My Carrier: Bell Mobility

Re: Steps to take if BlackBerry is not shown as connected in Desktop Manager for Mac

[ Edited ]

This problem is sounding very familiar...  

I have uninstalled (following the directions) BB Desktop Manager and reinstalled.  

I have pulled the battery and reset.  

I have tried another (BlackBerry) cable

I have tried another USB port and STILL...

BlackBerry Desktop Software cannot communicate with the connected device

BlackBerry Desktop version:

BlackBerry Bold 9700 version:

Carrier: Bell Mobility


When I try to connect, the phone screen flashes to the black screen with a phone and a computer on it... The normal screen when it is connected, but immediately drops back to whatever screen was active.


So, it says it can't connect...  That makes no sense as I can connect to the storage card and transfer files to my heart's content.  I just can't use Desktop Manager to do it!!!


I cleared my log file and tried it again.  I found this:

#BlackBerry Event Log (cpt)
#HwID: 0x4001507
#DPIN: 0x--------
a System - JVM:INFOp=--------,a='',o='',h=4001507 - 12/7 20:55:55
a UI - GS-D 40df4fd7 - 12/7 20:55:52
a net.rim.usb.pwd - ChDs - 12/7 20:55:52
S Java Exception - ArrayIndexOutOfBoundsException - 12/7 20:55:52
| No detail message
| net_rim_cldc(4C4A153E)
|  IntHashtable
|  keysToArray
|  0x5DCA
| net_rim_os-5(4C4A2EE7)
|  DeviceAgentCollection
|  getUidsByTableId
|  0x18E3
| net_rim_os-6(4C4A2EE7)
|  OutgoingDeviceAgentCollection
|  <private>
|  0x8AFF
| net_rim_os-6(4C4A2EE7)
|  OutgoingDeviceAgentCollection
|  getSyncObjects
|  0x7C2D
| net_rim_os-6(4C4A2EE7)
|  OutgoingDeviceAgentSyncCollection
|  getSyncObjects
|  0x9403
| net_rim_os-9(4C4A2EE7)
|  SerialSyncCollectionData
|  loadSyncObjectsFromCollection
|  0x4F07
| net_rim_os-8(4C4A2EE7)
|  SerialSyncDaemon
|  <private>
|  0x8F20
| net_rim_os-8(4C4A2EE7)
|  SerialSyncDaemon
|  <private>
|  0x8634
| net_rim_os-8(4C4A2EE7)
|  SerialSyncDaemon
|  <private>
|  0x8228
| net_rim_os-8(4C4A2EE7)
|  SerialSyncDaemon
|  run
|  0x80F6
| net_rim_cldc-2(4C4A153E)
|  Thread
|  run
|  0xAA5B
a UI - GS+Q2 40df4fd7net.rim.device.cldc.io.commlink.CommLinkStatusScreen - 12/7 20:55:52
i net.rim.lstp - MXsd - 12/7 20:55:52
i net.rim.lstp - RCsd - 12/7 20:55:52
a net.rim.usb.pwd - ChDs - 12/7 20:55:52
i net.rim.lstp - LNdn - 12/7 20:55:52


Does this add anything to the discussion?  I'm completely frustrated with this!

New Contributor
Posts: 4
Registered: ‎04-02-2009
My Device: Storm 9530

Re: Steps to take if BlackBerry is not shown as connected in Desktop Manager for Mac

I am very grateful to you for your guidance on this issue. I also have a "not connected" indication in my DM for Mac. I have followed your every suggestion but as of today, still have not had any success syncing with DM. I have uninstalled, reinstalled, pulled the battery, made sure that Mass Storage Mode is enabled and disabled media transport protocol. I have used DM successfully up to a few months ago. BTW, I use a BB Storm 9530 v (Platform I will continue to monitor your posts and see if I can restore functionality to my DM. I use MAC OS 10.5.8.




New Contributor
Posts: 4
Registered: ‎11-29-2010
My Device: 8100
My Carrier: T-mobile

Re: Steps to take if BlackBerry is not shown as connected in Desktop Manager for Mac

Well everyone, I just installed the NEW blackberry SW (Build 65 - avail Dec 2010) and am now able to synchronize again. I'd rather be lucky than smart and lucky I am today! Thanks BB/RIM. Thanks everyone on the forum.

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

Re: Steps to take if BlackBerry is not shown as connected in Desktop Manager for Mac

Hey marlanw,


Sorry for the delay in replying.  That's great to hear everything is working again.  Let us know if you have any more questions. 



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: 3
Registered: ‎10-17-2011
My Device: 9700
My Carrier: vodafone

Re: Steps to take if BlackBerry is not shown as connected in Desktop Manager for Mac

With all the things to do just to get this working, then easiest is to just change device..... just go to an android or iphone....then all works all the time :-)