12-18-2009 12:08 AM
I hope somebody can help!
Just upgraded to Desktop Manager 5 from version 4. All went well - in fact a painless update of all my software, too, which was WONDERFUL.
However, I cannot sync my current data (it restored the previous sync when updating software) as whenever I start the Sync process I get a message saying, "Your computer must be connected to the Internet to perform the operation. Please ensure you are able to connect to the Internet and try again." No matter how often I push the Retry button, all I get is the same message and the Sync won't run.
The problem here is that I AM connected to the Internet (in fact, the device software check works fine) and all other programs that use the Internet (including Outlook) are running perfectly. How can I get the software to recognise that I'm connected? I really need to sync my contacts, etc., etc. from Outlook...
12-18-2009 05:09 PM
See if this kb article doesn't help: Internet connection required
Let us know how it goes.
Great to have you here!
12-19-2009 01:37 AM
Thanks for coming back to me Irwin!
I'd already tried disabling my Windows Firewall and also put my Kaspersky AV system on "Pause Protection" but was still getting the same message. Downgraded to 4.7 with no success. Eventually went back to the original v4.2 2.14 that came in the box with the Blackberry and that's working fine: just don't have access to the more advanced features I guess, but at least I'm synchronising!
If you have any other ideas about how to get around this (I'm doing it from my home network, over an ADSL line), I'd appreciate it.
12-29-2009 11:46 PM
I am having the same problem, I even unlaoded the firewall to my PC, unloaded Symantec Antivirus, but still have the problem, any Ideas. I have a BB 9700, so cannot downgrade my desktop.
12-30-2009 10:34 AM
I am also having a problem trying to sinc with my blackberry 9000. It keeps reading device not found when my computer shows my blackberry is connected. Do I need to update my software if my blackberry was updated? Can anyone help here?
12-30-2009 04:16 PM - edited 12-30-2009 04:20 PM
Hi and thanks for posting. See this kb article: Device not detected
We have several users here in the same thread so it can become confusing replying to multiple people. If the above link did not resolve your issue, then let 's get some information first.
Post back with:
Device OS and model #
Also include what you have done as well as any error messages you have received and where in the process you received them. Also, please refrain from trying something to see if it works as this adds additonal variables that can confound our attempts to arrive at a successful resolutions of your issues.
Let us know the details.
01-14-2010 04:35 AM
Many thanks, Irwin. Sorry about the delay in responding: I've been away on holiday for a couple of weeks without Internet access.
The link didn't apply to my problem - see my original post and the one following. The issue is not a question of device detection, but rather that the new BB Desktop S/W wouldn't let me do anything as it kept saying I wasn't connected to the Intermet, even though I was (using XP SP3).
I downgraded to the original version for my Curve 9310 (v 22.214.171.124) which works, but I have a policy of keeping all my software fully updated on my PCs so would rather be able to use the current version.
01-14-2010 02:57 PM
Here is a KB that discusses that error:
Hopefully it contains something useful!
Good luck and let us know!
01-15-2010 12:07 AM
Many thanks for this.
The problem for me is that this runs on my home network which is a very simple one - so no corporate firewalls, etc., to worry about. I disabled my (Kaspersky) AV stuff and the Windows firewall as well in order to try to get this running, but still couldn't do so. The Internet connection was definitely running (I'd just downloaded the software from it), so am at a loss as to what to do now as I can't think of anything else (I checked my router, too - a DLink DIR-655 - but couldn't see anywhere that this might be blocking the access).
01-15-2010 04:59 PM
Hi again Guy!
Sorry to hear you're still having problems. I am wondering if when you updated DM you lost the internet connection through the ports listed in the troubleshooting steps in the "internet connection required" kb which sdgardne and I posted for you. Perhaps look at those again to make sure you can access www.blackberry.com on port 443
KB article states, in part:
"If the computer is on an organization's network, contact the organization's administrator to confirm that the BlackBerry Desktop Manager has access to www.blackberry.com on ports 80 and 443."
If the computer is on an organization's network, add www.blackberry.com on port 443 to the allowed list in the organization's firewall and proxy server."
Since you are the "administrator" this will be easy.
In my experience, this has always solved this issue for OP's I have worked with before. Check your firewall settings to confirm you have access through those ports. Post back and let us know.