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Posts: 2,372
Registered: ‎07-13-2009
My Device: BlackBerry Z10 smartphone

Troubleshooting Wi-Fi music sync on BlackBerry Desktop Software 6

[ Edited ]

I cannot connect to a Wi-Fi network:

 

Depending on your BlackBerry® device model, the Wi-Fi® feature might not be supported.


Try the following actions:

 

• Verify that you have turned on the connection to the Wi-Fi network.

 

• Verify that you are in a Wi-Fi coverage area.

 

• If the Wi-Fi network does not appear in the Set Up Wi-Fi application, it might be hidden. If you know the network name, connect to the Wi-Fi network manually.

 

• In the Set Up Wi-Fi application, verify that the options for the Wi-Fi network are correct.

 

• If you switched Wi-Fi networks manually, switch to another Wi-Fi network or set your BlackBerry device to scan for available Wi-Fi networks.

 

• If your wireless service provider supports UMA, verify that your connection preference is not set to Mobile Network Only.

 

• If your email account uses a BlackBerry® Enterprise Server, your device might prevent you from connecting to certain wireless access points. For more information, contact your administrator.

 

• If you are using the Push Button Setup method, verify that the access point is enabled with Wi-Fi Protected Setup™, and that it has been set to send its profile. Verify that another device is not also attempting to connect at the same time, and that not more than one access point within range is in this mode.

 

• If you use PEAP, EAP-TLS, EAP-FAST, EAP-TTLS, or EAP-SIM to connect to a Wi-Fi network, verify that you have installed the root certificate for the certificate authority server that created the certificate for the authentication server.

 

• If you use EAP-TLS to connect to a Wi-Fi network, verify that you have added your authentication certificate to your device.

 

 

Wi-Fi music sync is not working as expected

 

If you are unable to use Wi-Fi® music sync to download your music or if you cannot view your music from Wi-Fi music sync, try the following actions:

 

• Verify that Wi-Fi music sync is installed correctly. On the Home screen of your BlackBerry® device, click the Media icon > Music icon. At the bottom of the screen, click Wi-Fi music sync. The status should display as connected.

 

• If a long time has passed since you installed the BlackBerry® Desktop Software, your security certificates might be expired. Try reinstalling the BlackBerry Desktop Software. To install the latest version, visit www.blackberry.com/desktop.

 

• If you are logged in to a VPN, you must log out of the VPN to use Wi-Fi music sync.

 

If you are trying to use a Wi-Fi connection, try the following actions:

 

• Verify that your Wi-Fi connection on your device is turned on. On the Home screen of your device, click the connections area at the top of the screen, or click the Manage Connections icon. If the Wi-Fi check box is cleared, select it.

 

• If the Wi-Fi connection on your device is turned on and there are still issues, verify that your device is connected to the same Wi-Fi network that your computer is connected to. Check the Wi-Fi connection software on your computer to see which network you are connected to. If you are not using a wireless connection on your computer, verify that an Ethernet cable is connected to the same router that provides your device with a Wi-Fi connection.

 

• If you cannot download your songs using a Wi-Fi connection, connect your device to your computer with a USB cable to download your songs. In some cases, if changes are made to your computer settings or device options, you might need to connect your device to your computer with a USB cable before you can use a Wi-Fi connection again. 

 

If you think that a network connection might not be established, try the following actions:

 

• If your device cannot connect to your computer's network, type the following URL in a browser window: http://<your_computer_IP_address>:4481/mediasync/music. If you are prompted, accept the certificate warning. If the web page does not display the text "Wireless music sync", then your device is connected to the same network as your computer. If you do receive a displayerror, your device is not connected properly to the same network as your computer or there might be a firewall issue or routing issue.

 

• If your computer, router, or wireless network has a firewall, verify that ports 4481 and 4482 are open for TCP and UDP, and that the BlackBerry Desktop Software is allowed by the firewall. For more information and instructions, see the documentation for your firewall software.

 

• If your router has UDP broadcast, verify that UDP broadcast is turned on. Most routers support this feature and do not mention it, but your router might need special configuration. For instructions, see the documentation that came with your router.

 

• Verify that your gateway IP address is the same on both your device and your computer, and that both your device and computer IPaddresses are on the same subnet.

 

 

 

Some song details are not appearing on my device

 

Wi-Fi® music sync updates song details on your BlackBerry® device about once every hour, so it might take an hour after the song is downloaded before all the song details that are in your music application appear on your device. If you want the song details to appear before then, in the Wi-Fi Music Sync list on your device, press the Menu key and click Sync Now, or connect your device to your computer with a USB cable.

 

 



I cannot see songs on my device that are from the music library on my computer

 

Try the following:

 

• Verify that both the BlackBerry® Desktop Software and your iTunes library or Windows Media® Player library is open on your computer.

 

• Verify that the correct music library is selected in the BlackBerry Desktop Software. Click Device > Device options. On the Media tab, if the correct music library is not selected, in the Music source drop-down list, click the music library that you want to use.

 


 

Pending songs are not downloaded to my device

 

If the songs in your Wi-Fi Music Sync list are pending and are not being downloaded from your computer to your BlackBerry® device, try the following actions:

 

• Verify that your device is within range of the Wi-Fi® network that your computer is connected to.

 

• Verify that your device has enough available storage. Try transferring media files that you have stored on your device to a media card.

 

• Verify that the songs are not being played on your computer or have not been deleted from your computer.

 

• Verify that your device is charged. If the battery power level drops below 5 per cent, you cannot download your songs

 

 


Wi-Fi music sync cannot connect to a Wi-Fi network

 

 

Depending on your BlackBerry® device model, the Wi-Fi® feature might not be supported.Try the following actions:

 

• Verify that you have turned on the connection to the Wi-Fi network

 

• Verify that you are in a Wi-Fi coverage area.

 

• If the Wi-Fi network does not appear in the Set Up Wi-Fi application, it might be hidden. If you know the network name, connect tothe Wi-Fi network manually.

 

• In the Set Up Wi-Fi application, verify that the options for the Wi-Fi network are correct.

 

• If you switched Wi-Fi networks manually, switch to another Wi-Fi network or set your BlackBerry device to scan for available Wi-Finetworks.

 

• If your wireless service provider supports UMA, verify that your connection preference is not set to Mobile Network Only.

 

• If your email account uses a BlackBerry® Enterprise Server, your device might prevent you from connecting to certain wireless accesspoints. For more information, contact your administrator.

 

• If you are using the Push Button Setup method, verify that the access point is enabled with Wi-Fi Protected Setup™, and that it hasbeen set to send its profile. Verify that another device is not also attempting to connect at the same time, and that not more than one access point within range is in this mode.

 

• If you use PEAP, EAP-TLS, EAP-FAST, EAP-TTLS, or EAP-SIM to connect to a Wi-Fi network, verify that you have installed the rootcertificate for the certificate authority server that created the certificate for the authentication server.

 

• If you use EAP-TLS to connect to a Wi-Fi network, verify that you have added your authentication certificate to your device.

 

 

 

If you are unable to use Wi-Fi® music sync to download your music or if you cannot view your music from Wi-Fi music sync, try the following actions:

 

• Verify that Wi-Fi music sync is installed correctly. On the Home screen of your BlackBerry® device, click the Media icon > Music icon. At the bottom of the screen, click Wi-Fi music sync. The status should display as connected.

 

• If a long time has passed since you installed the BlackBerry® Desktop Software, your security certificates might be expired. Try reinstalling the BlackBerry Desktop Software. To install the latest version, visit www.blackberry.com/desktop.

 

 

 

 

If you are logged in to a VPN, you must log out of the VPN to use Wi-Fi music sync.If you are trying to use a Wi-Fi connection, try the following actions:


 

• Verify that your Wi-Fi connection on your device is turned on. On the Home screen of your device, click the connections area at the top of the screen, or click the Manage Connections icon. If the Wi-Fi check box is cleared, select it.

 

• If the Wi-Fi connection on your device is turned on and there are still issues, verify that your device is connected to the same Wi-Fi network that your computer is connected to. Check the Wi-Fi connection software on your computer to see which network you are connected to. If you are not using a wireless connection on your computer, verify that an Ethernet cable is connected to the same router that provides your device with a Wi-Fi connection.

 

• If you cannot download your songs using a Wi-Fi connection, connect your device to your computer with a USB cable to download your songs. In some cases, if changes are made to your computer settings or device options, you might need to connect your device to your computer with a USB cable before you can use a Wi-Fi connection again.

 

 

 

If you think that a network connection might not be established, try the following actions:

 

• If your device cannot connect to your computer's network, type the following URL in a browser window: http://<your_computer_IP_address>:4481/mediasync/music. If you are prompted, accept the certificate warning. If the web page does not display the text "Wireless music sync", then your device is connected to the same network as your computer. If you do receive a display error, your device is not connected properly to the same network as your computer or there might be a firewall issue or routing issue.

 

• If your computer, router, or wireless network has a firewall, verify that ports 4481 and 4482 are open for TCP and UDP, and that the BlackBerry Desktop Software is allowed by the firewall. For more information and instructions, see the documentation for your firewall software.

 

• If your router has UDP broadcast, verify that UDP broadcast is turned on. Most routers support this feature and do not mention it, but your router might need special configuration. For instructions, see the documentation that came with your router.

 

• Verify that your gateway IP address is the same on both your device and your computer, and that both your device and computer IP addresses are on the same subnet.

 

 

 

Pending songs are not downloaded to my device

 

Some song details are not appearing on my deviceWi-Fi® music sync updates song details on your BlackBerry® device about once every hour, so it might take an hour after the song is downloaded before all the song details that are in your music application appear on your device. If you want the song details to appear before then, in the Wi-Fi Music Sync list on your device, press the Menu key and click Sync Now, or connect your device to your computer with a USB cable.

 

 

 

I cannot see songs on my device that are from the music library on my computer, try the following:

 

• Verify that both the BlackBerry® Desktop Software and your iTunes library or Windows Media® Player library is open on your computer.

 

• Verify that the correct music library is selected in the BlackBerry Desktop Software. Click Device > Device options. On the Media tab, if the correct music library is not selected, in the Music source drop-down list, click the music library that you want to use.

 

 

 

If the songs in your Wi-Fi Music Sync list are pending and are not being downloaded from your computer to your BlackBerry® device, try the following actions:

 

• Verify that your device is within range of the Wi-Fi® network that your computer is connected to.

 

• Verify that your device has enough available storage. Try transferring media files that you have stored on your device to a media card.

 

• Verify that the songs are not being played on your computer or have not been deleted from your computer.

 

• Verify that your device is charged. If the battery power level drops below 5 per cent, you cannot download your songs

 


-FB


 


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