11-16-2013 05:19 PM
Link to my screen capture:
To see if I have the most recent software, or if there are updates available, I connected my smartphone to my computer via USB and clicked the button on the webpage.
Additional Troubleshooting Notes:
- My Smartphone appears in Windows Device Manager but the Blackberry Desktop Software does not detect the connected device.
11-16-2013 07:45 PM
I suggest that you update you device software using the BlackBerry desktop software.
you can get it on blackberry.com - go to software tab and look for BlackBerry desktop software.
Once its installed on your computer you can update your software directly to it.
11-16-2013 07:50 PM
So, sounds like The desktop software was tried as well as the web method.
I would troubleshoot the problem with the Desktop Software not detecting the connected device. See the following:
11-17-2013 09:38 AM
Thank you very much for your efforts allaineem
Prior to my original post above (ref. Additional Troubleshooting Notes) I had attempted, without success, using BlackBerry Desktop Software 184.108.40.206 Released March 7, 2013 (Bundle 42): which Includes Application Loader Version 220.127.116.11:
Link to the screen capture:
11-17-2013 10:14 AM - edited 11-17-2013 10:19 AM
Thank you very much for pointing out the KB URLs. Over the past weeks, I've gone through both KBs with a fine-toothed comb---meticulously following the solutions (trouble shooting steps) that were provided.
Regretfully problem symptoms persist.
> BlackBerry smartphone is detected by the Windows system. The BlackBerry smartphone appears in Windows Device Manager but the Blackberry Desktop Software does not detect the connected device.
> Unable to update Blackberry Bold 9900 on the web---PIN not being detected.
KB troubleshooting BlackBerry via USB connection that I've pursued to-date (fix/solution not found):
> KB28443 - There is a potential issue with the computer's USB port or the USB cable.
> KB13336 - The USB driver installed is for an earlier model of the BlackBerry smartphone.
> KB13331 - Power Management is enabled on the system.
> KB28456 - Selective Suspend is enabled on the system.
> KB28458 - User Account Control is enabled on the system.
> KB28457 - Administrative rights have not been correctly propagated to the BlackBerry Desktop Software.
> KB28459 - A full version of Roxio Media Manager is installed on the system.
> KB20598 - The computer's BIOS has an update available to resolve USB related issues.
12-14-2013 01:37 PM
This morning my Blackberry ticket INC000027204430 was resolved and closed (HH-9900-v18.104.22.1684-Bell-smartphone doesn't work after update).
Thanks to the tenacity, dedication and patience of the BlackBerry Customer Support team (1-877-255-2377) and my service provider (carrier) Bell Mobility---software issue resolved, device is now running like new again!
Outstanding troubleshooting effort and customer care by all over the past weeks!