My Computer Does Not Detect or Recognize My BlackBerry (USB Problems)



USB_Problems_Montage Your BlackBerry has a USB port for connecting to a computer for use with Desktop Manager or in Mass Storage Mode. When USB problems occur, here are examples of error messages you may see:

  • Computer doesn’t detect or recognize device (i.e., your BlackBerry)
    • USB Device Not Recognized. One of the USB Devices attached to this computer has malfunctioned and Windows does not recognize it.
    • Your USB port is not supplying enough power to charge efficiently. Check your connection and drivers.
  • Desktop Manager (DM) doesn’t detect device
    • Device connected (PIN): None
  • Media Manager (in DM) doesn’t detect device
    • There is no device connected. Please connect your device in order to view its contents.

In this article, I grapple with a type of problem that is among the most frustrating you can have, and one that is among the most difficult to troubleshoot and correct. But if you think you have this problem, let’s get started…

Caveats/Disclaimers

I’ve been doing this blog long enough to know that certain articles will generate lots of pleas for additional assistance. Well, the primary purpose of this site is to help BlackBerry owners, especially first-time BlackBerry owners or owners of a new BlackBerry model. So, I’m not complaining. However, some problems are extremely difficult to solve by exchanging blog comments or emails–and this article is about one of those kinds of problems. If you do need additional assistance and request my help via a comment below or via email, please understand that I can only do so much. This article is my most valiant attempt to help. But having said that, don’t hesitate to ask a question–just be aware that you will have to do the lion’s share of work on your end. But if I did my job right with this article, your work will be reduced.

MacVsPC For you Mac users, who use PocketMac instead of Desktop Manager with your BlackBerry, I have to confess that this article is written with Windows in mind. In most cases, you can simply substitute “PocketMac” for “Desktop Manager” and the content of the article is still very applicable. If I can manage to compose a separate article for Apple- and PocketMac-specific issues with USB, I will do that in the future.

Symptoms of USB Problems

How do you even know if your problem is USB-related? A strong clue is when you connect your BlackBerry to a computer using a USB cable, and something doesn’t work correctly, and you see a message that generally suggests:

  • BlackBerry not detected by computer
  • BlackBerry detected but not recognized
  • BlackBerry detected by computer but not Desktop Manager

Some common error messages you might see include:

  • Windows message: USB Device Not Recognized. One of the USB Devices attached to this computer has malfunctioned and Windows does not recognize it.
  • Desktop Manager message: Device connected (PIN): None
  • Desktop Manager’s Media Manager message: There is no device connected. Please connect your device in order to view its contents.
  • Windows message: Your USB port is not supplying enough power to charge efficiently. Check your connection and drivers.
  • Windows icon: a yellow triangle with an exclamation point, associated with something related to USB (see the image at the beginning of this article)

If you don’t notice an error message, you might experience problems like these:

  • You can’t get any Desktop Manager functions (that require the BlackBerry to respond) to work.
  • You plug in the USB cable to your computer and BlackBerry and you get no feedback (e.g., audible, pop-up information balloon, system tray icon) that the USB connection was made.
  • You can’t access your BlackBerry’s media card from your computer (perhaps when you’re trying to copy some media files from your computer to your BlackBerry).

An Aside: A Change to BlackBerry USB

When I purchased my BlackBerry Storm, I was annoyed to discover that it used a different USB connector on the BlackBerry end of the USB cable, as well as on the house and car charger cables.

Change_in_USBBelow is the mini-USB connector (plug) used on the Pearl, Curve, and Bold:

miniUSB

 

 

 

 

 

Below is the micro-USB connector (plug) used on the Storm.

microUSB

If your USB problem is that your cable simply won’t connect, make sure you don’t have a mismatch in your USB cable or charger plug and your BlackBerry USB receptacle.

Be aware that in the world of mobile phones–not just BlackBerry, a change is coming: USB connectors will be drifting away from mini-USB toward micro-USB.

Possible Causes of USB Problems

Let’s cover some possible causes of USB-related problems:

Problem is with your computer

1. USB device driver

Probably the most common cause of USB problems between computer and BlackBerry involves the USB device driver. USB_device_driverThis driver is a small program that allows the computer to “talk to” the BlackBerry through the USB port. The driver can be:

  • Missing (never installed, or accidentally uninstalled)
  • Improperly installed
  • Wrong version (e.g., old version, incompatible version)
  • Temporarily malfunctioning
  • Permanently corrupted

2. USB port on connector is defective

The USB port hardware on the computer can be defective:

  • Permanently damaged
  • Temporarily malfunctioning
  • USB port built into computer monitor is not connected to the desktop computer
  • USB port not enabled in computer BIOS

Problem is with your USB cable

USB_cableYour USB cable (please take note of the previous section about different USB connectors on different models of BlackBerry) can be defective:

  • Permanently damaged (e.g., broken wire or pin; bent electrical contacts)
  • Not properly connected (e.g., plug not fully inserted into receptacle)
  • A cable adapter being used is damaged or not properly connected (e.g., a mini-to-micro USB adapter)

Problem is with a USB hub you’re using

USB_hub_and_laptopIf you are using a USB hub, say, to compensate for a shortage of USB ports on your computer, the hub may be interfering:

  • Hub may be defective
  • Hub may be poorly designed and incapable of reliable operation (this is unfortunately quite common)
  • Electrical connection of hub to computer, or BlackBerry USB cable to hub, may be loose (e.g., plug not fully inserted into receptacle)

Problem is with a BlackBerry docking station or charging cradle you’re using

Charging_cradleIf you use a docking station or charging cradle with your BlackBerry, and that unit connects via USB to your computer, then that unit may be at fault:

  • Station or cradle may be defective
  • Electrical connection of station/cradle to computer, or BlackBerry to station/cradle, may be loose (e.g., plug not fully inserted into receptacle)

Problem is with your BlackBerry

Your BlackBerry USB port may be defective:

  • USB port hardware is damaged
  • USB port software is temporarily malfunctioning
  • USB port software is corrupted

DMProblem is with Desktop Manager software

It’s possible that your Desktop Manager software is at fault:

  • Not set for USB connection (e.g., set for Bluetooth)
  • Improperly installed or corrupted

MediaManagerProblem is with Desktop Manager’s Media Manager or Media Sync

This is essentially the same as a problem with Desktop Manager–the Media Manager and/or Media Sync programs are improperly installed or corrupted. But it may be that these are the only functions of Desktop Manager that are adversely affected.

Problem is You

Doh Well, it happens. Sometimes we just make an honest mistake. Here’s one that could easily happen to any of us, if you have an optional Media Card installed in your BlackBerry: When you connect your phone to your PC, when the question comes up “do you want to turn on mass storage device?” are you answering “Yes” or “No”?  If you answer yes, then your PC is going to see your phone as an external/removable hard drive, and Desktop Manager will not recognize the phone.  You have to answer “No” to mass storage in order for your Desktop Manager to recognize your phone.

USB Problems and Media Cards

One reason to connect your BlackBerry and computer via USB is to get access to your optional Media Card, typically to copy new media files to the card, or manage the files you already have there.

What may seem to be a USB problem might actually be a problem with your Media Card:

  • Media card is not installed (but you thought it was)
  • Media card is not installed properly
  • Media card type is not supported (e.g., SDHC on pre-Storm models)
  • Media card is defective
  • Media card is corrupted
  • Media file types are unsupported
  • Media card and media files are OK, but you haven’t allowed time for your BlackBerry to scan the card for file updates, so the files seem to be missing
  • When you connect your phone to your PC, when the question comes up “do you want to turn on mass storage device?” are you answering “Yes” or “No”?  If you answer yes, then your PC is going to see your phone as an external/removable hard drive, and Desktop Manager will not recognize the device.  You have to answer “No” to mass storage in order for your Desktop Manager to recognize it.

Troubleshooting

OK, time to get our hands dirty…

Troubleshooting Principles

It always pays to work smart. Here are some principles to observe during troubleshooting complex, high-technology problems:

  1. Try easy fixes first, even if they seem unlikely. For example:
    • Eliminate any unnecessary USB hub, docking station, charging cradle, cable extension, or cable adapter if you’re using one.
    • If you’re connecting to a USB port on your desktop computer monitor, instead use a USB port on your computer.
    • Inspect your USB plugs and receptacles for damage.
    • Remove and reconnect your USB cable firmly but carefully.
    • Assume that there is a temporary hardware or software problem: reboot your computer, and reset your phone (using a battery pull: with power on your phone, remove the battery, wait several seconds, replace the battery, wait for the phone to recover).
    • If you can replace any piece of the puzzle easily, try that.
      • Try another USB cable.
      • Try a different USB port on the same computer.
      • Try another USB device, such as a USB flash drive to see if computer’s USB port is working.
      • Try another BlackBerry (if you’re crazy like me and own more than one).
      • Try another computer (OK, this might not be so easy since you have to install the BlackBerry software on the computer–but it’s not that difficult, just time-consuming).
  2. Use process of elimination:
    • After reading everything up to here, make a list of what seems possible as a cause of your problem.
    • As best you can, rank them in order of likelihood. If that’s too difficult to decide on, rank them in order from easiest to most difficult. Maybe you’ll find an easy fix early!
    • Use the information below to attempt to eliminate each possibility on the list
  3. Attempt to isolate the problem (some suggestions are repeats):
    • Is it a temporary problem? Try rebooting the computer. Try resetting the BlackBerry (battery pull).
    • Is it the cable? Try a different USB cable (or adapter).
    • Is it the USB port? Try a different USB port on the computer. Try a USB flash drive to see if the port works with the drive.
    • Is it the Windows Device Driver for USB? Check for a reported problem (yellow triangle icon) in Windows Device Manager. Try running Windows Device Manager diagnostics.
    • Is it the version of Desktop Manager you’re using (I know this sounds strange)? Try downloading an older or newer version.

Device Driver

Trying to fix a device driver can be extremely frustrating. Here are some tips:

Inspecting the BlackBerry Device Driver

Unfortunately, this only works if you have a BlackBerry Device Driver installed, and your computer recognizes your BlackBerry. Using the procedure below, you can uninstall or update the device driver.

  1. Plug in your BlackBerry and allow a moment for it to be detected and recognized.
  2. Open your Windows Control Panel. Select System, then Device Manager. (There are other ways to get to the Device Manager, too.)
  3. Locate in the list of devices (it should be at or near the bottom) Universal Serial Bus Controllers. Expand that item by clicking the plus sign icon.
  4. Locate BlackBerry Smartphone (should be at or near the top).
  5. Right-click BlackBerry Smartphone and select Properties. See screenshot below (click image for full-size version).

DeviceDriverProperties <–click for full-size image

Reinstalling the Device Driver

Here is a generally recommended tip: Before uninstalling and reinstalling a device driver, disconnect the device (in our case, the BlackBerry). Otherwise, during the process, Windows might attempt to reload a driver on its own, interfering with your attempt to repair the driver. In other words, install the driver before connecting the device to your computer.

Rolling Back the Device Driver

Looking back at the screenshot above (where it says “click for full-size image”), if the button for Roll Back Driver is not “faded out,” but allows you to click it, then you have an option worth considering: roll back the device driver after it has been upgraded. If your driver had been upgraded–with your knowledge or not–then a “downgrade” of your driver might resolve your problem. It’s definitely worth a try.

How Others Have Corrected USB Problems

I scoured (searched) a number of popular BlackBerry forums to see what USB problems have been reported and how they were fixed. Here is a summary of what (little) I found:

Problem Reported

Solution Reported

BlackBerry detected by computer but not recognized by computer Uninstalled Desktop Manager. Reinstalled older version of Desktop Manager without Roxio Media Manager.   

What probably worked here was actually uninstalling the USB device driver (along with DM) and reinstalling a different version of the driver.

Computer detected and recognized BlackBerry but Desktop Manager reported “no device connected.” Reinstalled USB driver.
Windows Vista could not recognize USB device. Did Windows Update with BlackBerry connected. Windows found an optional RIM driver update.   

I’m not sure having the BlackBerry connected was important or not.

BlackBerry not detected by computer. Was using a USB hub. Removed the hub and connected the BlackBerry directly into the computer using only a USB cable.
BlackBerry not detected by computer. Replaced USB cable.   

Can’t tell if the cable was bad or simply not connected securely.

BlackBerry was never detected or recognized. Nothing tried worked. Returned BlackBerry and had it replaced under warranty.   

We’ll never know for sure what was really wrong with this person’s phone.

USB was working fine before I put my Vista computer into standby, sleep, or hibernation, but not after I awakened the computer. Restarted computer.   

This is a known Vista problem.

FUTURE I’ll try to keep adding solutions as I learn about them. Kelly

 

Useful Links

For detailed instructions on troubleshooting and correcting problems with the BlackBerry related to USB, device drivers, and Desktop Manager, explore the links below:

Microsoft links

RIM/BlackBerry links

  • BTSC KB14933: BlackBerry smartphones are not detected by BlackBerry Desktop Manager and BlackBerry Manager or only show up as mass storage devices in Windows Device Manager
  • Download: BlackBerry Device and Desktop Software
  • Download: BlackBerry USB and Modem Drivers ENG (DM4.5 B13)
  • Download: Blackberry USB and Modem Drivers ENG (DM4.6 B13)
  • Download: Blackberry USB and Modem Drivers ENG (DM4.7 B50)
  • Download: PocketMac for BlackBerry and USB drivers for PocketMac (Mac only)
  • BTSC KB11883: Unable to view the media card using Windows Explorer
  • BTSC KB10312: Unable to view the media card using the BlackBerry smartphone
  • BTSC KB12239: Unable to view the contents of the media card using the Media Manager tool
  • BlackBerry Support Community Forums: How to install USB drivers (discussion thread)
  • BlackBerry Desktop Manager-specific links

  • PinStack.com: BlackBerry Desktop and Device Software Download Sites
  • USB-specific links

  • EverythingUSB.com (help for USB problems)
  • USBMan.com (help for USB problems)
  • Device Driver-specific links

    Conclusion

    I might have been naïve to think one article could provide a solution to all the things that could go wrong when USB isn’t working correctly. Rather than attempting to give detailed directions for every possibility, what I’ve tried to provide are:

    • A tutorial on the symptoms and causes
    • Some general troubleshooting advice
    • Links to detailed instructions for various causes

    I wish you the best getting your problem solved. Be patient! Ask me for help if you follow my advice and get stumped–I’ll do my best.

     

    ~~~

    Related links:

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    About the author

    This entry was contributed by Kelly Carter
    84 entries have been written by this author.

    93 comments on this post

    John M. says:
    Jan 16, 2009 - 11:01:15

    Thanks for getting me to the Device Manager. I had the problem of my Blackberry working and then all of a sudden quit. It would charge when plugged in to my laptop but wasn’t recognized by the Desktop Manager. I didn’t have my drivers disc with me but I was actually able to rollback to the previous driver and it worked immediately. Maybe you could offer this as an option.

    Jan 16, 2009 - 11:01:27

    John,
    Great suggestion. Thanks!
    Kelly

    Lee says:
    Jan 22, 2009 - 02:01:58

    hi kelly,

    my sister got a curve today, and i was setting it up for her. i connected it to my computer to transfer some music and pictures over (she doesn’t have a media card yet), but it wouldn’t recognize it. i plugged it in and it said “installing drivers”, then when i looked around for it on “my computer”, it couldn’t find it (thought it recognized a device had been connected, it just didn’t recognize what… so i couldn’t do anything with it.) i disconnected hers and plugged in my pearl, and it read it just fine.

    it’s been a while since i set up my blackberry, did i have to load a disc or something to make new, out-of-box blackberries work with computers?

    thanks!

    lee

    Jan 22, 2009 - 07:01:02

    Lee,
    If she is going to be using the Curve with your computer, you should install the software (CD) that came with her phone. That might end up upgrading the version of Desktop Manager that you have for your Pearl, but that’s probably a good thing. It will also load her Device Software (OS) and the best device driver for her Curve. That shouldn’t affect the use of the same computer with your Pearl other than possibly upgrading the Desktop Manager. Let me know if that works out.
    Kelly

    Ted says:
    Jan 23, 2009 - 05:01:15

    Hi.

    I’m using Blackberry bold and running on desktop manager ver 4.7 OS: Windows XP SP2. I have strange problem on my device connection. my DM can only detect the BB device only at the FIRST time after I install/repair desktop manager or remove USB driver for my blackberry and do PC restart. if I remove the device and tried to connect it again, it would not detect the USB port. is anybody has experience the same problem?
    How can I encounter this issue?
    thanks a bunch

    Jan 23, 2009 - 07:01:17

    Ted,
    That is a very strange problem I haven’t heard about before. Here is one idea to try: Do you know how to do “safe removal” of a USB device? In the bottom right corner of your screen–the System Tray–click (a regular, single click) the USB icon. A menu will pop up that, when clicked, will let you “safely remove USB device.” I wonder if that will allow you to re-connect a second (or more) time successfully? I’d be interested in knowing.

    I also wonder if it’s the PC restart that’s doing the trick, and not necessarily the reinstallation of DM? Although frustrating, a restart is quicker than reinstalling DM.

    I’m suspicious that your computer’s USB port (the hardware) might be “flaky” (unreliable). I don’t see how the driver could be going bad in this situation. I think all the effort you’re putting into getting this working again is “accidentally” resetting and fixing the computer’s USB port. If this is the case, you might want to consider purchasing a new USB adapter card and installing it in your computer.

    Please let me/us know if you get this resolved, or learn anything interesting.
    Kelly

    Francis Thazhamon says:
    Jan 26, 2009 - 12:01:20

    Hi Kelly, I have a blackberry Bold and I have been synchronizing it with Outlook at home and office Desk Tops. Recently when I connect my blackberry (using the USB) I am seeing the error message: Device connected (PIN): None.

    I think my problem is that I answer Yes to question:“do you want to turn on mass storage device?” How can I correct the issue? / How can I get the option to answer No.

    Kindly help me…

    Thank you, Francis

    Jan 26, 2009 - 07:01:07

    Francis,
    Do Options > Media Card and disable mass storage mode altogether. See if that works, and please let me know.
    Kelly

    Francis Thazhamon says:
    Jan 26, 2009 - 10:01:04

    Thank you Kelly for your kind response! I try to do what you suggested…But I am not sure whether I should do it on the Blackberry Desktop Manager, Desktop computer or on the Blackberry itself. I quickly look for Media Card on all the 3 places and I couldn’t find it. Please let me know where I can find the OPTION > MEDIA CARD to disable mass storage option.

    Thank you so much for all your help!

    Jan 26, 2009 - 01:01:36

    Francis,
    I’m sorry I wasn’t more clear. I meant the “Options” icon on the BB Home Screen.
    Kelly

    Francis Thazhamon says:
    Jan 26, 2009 - 11:01:02

    Thank you so much Kelley! Finally I foud it on my Blackberry Bold under Options>Memory
    Now it looks like this:
    Media card Support: On
    Encryption Mode: None
    Mass Storage Mode Support: On
    Auto Enable Mass Storage Mode When Connected: No

    Now the funny thing is that – AS EVERYTHING AS ABOVE – when I try to do the synchronization at my office desktop today, momentorily it identified the PIN and did the sync. But still I cannot do it at my home computer! What may be the problem? Is anything corrupted on the BB Desktop manager? Please let me know your advise. Thank you

    mateo says:
    Jan 27, 2009 - 09:01:00

    ey man i have a pearl and when i connect it it just charges and i tryed everything to recognize it but it doesnt, when i try to detect it throught the desktop software it doesnt find it, i dont know what else to do ive been lookin through forums but they dont seem to answer my question

    thank you

    Jan 27, 2009 - 01:01:02

    Mateo,
    The first thing you might try is to uninstall Desktop Manager, then reinstall it. You will need the CD that came with your Pearl, or download the latest version from your carrier’s download site. By doing that, you may correct a problem with the driver that Windows and Desktop Manager needs working to detect your Pearl. Let me know how that works out.
    Kelly

    Jan 27, 2009 - 11:01:37

    Oh. My. Goodness. I couldn’t get the BlackBerrry Desktop Manager to recognize my device, and I wasted two whole days on this. I uninstalled and reinstalled software, checked cables, tried all the USB ports, scoured around the BlackBerry website (what a huge jumbled up mess of useless information that is!) and was ready to burn both my phone and my computer and resort to smoke signals. But 30 seconds after reading this article, you helped me get it to work. I nearly cried. I am all synced up and very happy now. THANK YOU!!!! I am so subscribing to this blog…

    Jan 27, 2009 - 11:01:37

    Beth,
    Wow–your experience and kind words made all that work I put into the article worth it. Thanks for letting me know it helped.
    Kelly (also a Carter!)

    mateo says:
    Feb 6, 2009 - 12:02:38

    ok kelly well just in case others wanna know i tryed the pulling out battery and it did nothing, it just seems that when i plug it in the computer its like my bb is charging on a low current power source, it doesnt detect it, or anything
    and i just unistalled the software and now im downloading 4.3 so ill tell you if you advice worked thank you

    Feb 7, 2009 - 05:02:38

    mateo,
    Yes, please let me know if you make any progress.
    Kelly

    Terri Moore says:
    Feb 9, 2009 - 04:02:29

    My bb 8320 usb mini port pulled out from the phone. I have older bb that i can use to charge and exchange battery. How hard is it to change the mini usb ports so i can fix it myself?

    heather merritt says:
    Feb 10, 2009 - 01:02:22

    I am so frustrated. I am trying to sync my blackberry pearl 8130 and it is not recognizing the device drivers even with the cd in. Help!

    John Greenhalgh says:
    Feb 10, 2009 - 11:02:46

    Hi Kelly,
    Many thanks for the article. My bold used to work but has stopped working. It charges but is not recognised by DM or Windows. I’ve put an old Curve on to the same PC/cable and that is recognized immediately. I’m assuming the ‘phone is faulty. Any other ideas?
    Thanks,
    John

    Feb 10, 2009 - 10:02:30

    Heather,
    As my article states, it’s difficult to troubleshoot a driver problem through blog comments. One place to start would be to uninstall Desktop Manager (using the Windows Control Panel’s Add/Remove Programs), reboot your PC, then reinstall Desktop Manager. See if that gets your device driver reloaded and repaired.
    Kelly

    Feb 10, 2009 - 10:02:52

    Terri,
    There are some articles that claim it’s not that difficult (neither article is about the Curve, however):
    http://computerguru365.blogspot.com/2006/02/diy-blackberry-usb-repair.html
    http://hackaday.com/2007/11/08/how-to-replace-a-mini-usb-port-on-your-cellphone/

    Please read my article about BBRepairshop and consider letting them repair your BlackBerry. That’s what I would do.
    Kelly

    Feb 10, 2009 - 10:02:01

    John,
    The Bold isn’t necessarily bad. I don’t own a Bold (I’m with Verizon–no Bolds) so I’m not sure, but the Bold and Curve may use different drivers. I would hope not, but it may be the case. If you want the Bold to work with your PC and don’t care so much about the Curve, I’d uninstall then reinstall the Desktop Manager from the CD that came with the Bold (or the equivalent downloaded version). See if that doesn’t get you a driver that works with the Bold.
    Kelly

    Clone-IT says:
    Feb 26, 2009 - 12:02:44

    I appreciate this post, I was getting frustrated until I saw my mistake was as simple as installing the drivers.. I had installed the Desktop Software without the Modem and USB drivers.. duh.

    Feb 26, 2009 - 06:02:37

    Clone_IT,
    Glad the article helped you.
    Kelly

    Kaleb says:
    Feb 28, 2009 - 09:02:18

    Thanks for this article, it was a lot of help. My my 1 day old Storm would charge via my computer but was not recognized by the computer or the device manager. I turned the phone off and did a battery pull, and now everything is working great.

    Feb 28, 2009 - 09:02:51

    Kaleb,
    Thanks for the feedback, and I’m glad you got it fixed. Battery pulls can work miracles.
    Kelly

    vee says:
    Mar 1, 2009 - 05:03:00

    Hello,

    I currently have a blackberry pearl 8100. It is not being detected by my Sony windows vista computer. Is there a particular software I need in order to download pictures and so forth? I lost my CD that came with the phone. Please help.

    Mar 1, 2009 - 08:03:56

    vee,
    The software (Desktop Manager and drivers) that are found on the CD can be downloaded from your wireless carrier’s BlackBerry site. You can find your carrier’s download site here: http://na.blackberry.com/eng/support/downloads/download_sites.jsp. At the least, you want to download and install the Desktop Software. Eventually, you may want/need to download the Device Software.

    If you set your phone for Mass Storage Mode (in Options > Media Card), you should be able to copy pictures, music, etc. from your computer to your BB’s media card (if you have a card installed).

    Let me know if you have trouble with any of the above.
    Kelly

    Suga says:
    Mar 8, 2009 - 11:03:51

    Thanks So much! Your article is so thorough it was hard not to come across the solution… also enjoyed the plain talk :D

    Mar 9, 2009 - 08:03:59

    Suga,
    You don’t know how encouraging it is to get a reply like yours. The article tackled a very difficult subject and it’s not easy to write a simple troubleshooting procedure. I’m glad it helped you.
    Kelly

    Carleton Scott says:
    Mar 13, 2009 - 11:03:47

    Kelly,
    I have tried just about everything from uninstalling my Desktop Manager to pulling out my battery for a hard boot. I have also tried uninstalling USB drivers and rebooting my laptop. It’s startign to become very frustrating. my laptop used to recognize my Curve and i woud get the mass storage message but now i get nothing. Please help.

    Mar 14, 2009 - 12:03:21

    Carleton,
    I understand the frustration. Let’s see what we can do.

    First, make sure you aren’t using an unnecessary USB hub. And, if possible, make sure your USB cable is good.

    Next, when you say your Curve isn’t recognized, let me find out precisely what that means. Please open your Control Panel’s Device Manager, locate the USB Controllers entry, and expand it (click the + sign). When expanded, it show a list of things that could include USB root hubs, composite devices, host controllers, etc.–it varies from one computer to the next. While watching that screen, plug in your Curve. If it’s recognized as a USB device, you should see the screen change a time or two, then you should see “BlackBerry smartphone” appear as one of the items in the USB list. If not, then it’s not being recognized by the USB port. That’s one possibility.

    Another possibility is that it gets recognized in the procedure above, but isn’t recognized as a mass storage device. Meaning, you neither get a pop-up window representing the Curve as a mass storage device, nor do you see it in My Computer represented as a removable drive.

    If it’s not recognized as a USB device, then it surely won’t be recognized as a mass storage device, either. That’s the harder situation to fix.

    If it is recognized as a USB device, but not a mass storage device, then you may simply have a setting wrong in Options > Media Card on your Curve. You would need to enable mass storage capability. That’s easy to fix, so I assume you already checked that.

    If you truly feel like you’ve tried all the suggestions from my article above, here’s another VERY COMPLICATED procedure that–if you have the nerve–you can try:
    http://ww1.microchip.com/downloads/en/DeviceDoc/51417b.pdf. See the section labeled COMPLEX UNINSTALL METHOD. In the narrative about Windows Registry Keys, the supposedly bad BlackBerry USB driver has a key ID something like this: USB\VID_0FCA&PID_8004&MI_00. But it could be different. You need to “poke around” (expand, click on to see key values) in the USB keys till you find one that includes “Research in Motion” and/or RimUsb. That is almost surely the USB driver for your Curve that seems to be not working. Follow the procedure to delete that key. I’ve never followed the procedure, so you’re basically on your own with this. Sorry! That’s the best I can do from afar.

    Please let me know what you do and what happens. I’m in-and-out all weekend with a very sick father in the hospital. But I’ll check in here when I can.
    Kelly

    Carleton Scott says:
    Mar 15, 2009 - 01:03:17

    Kelly,
    First off I am sorry to hear about your father. I hope he recovers well and you have my prayers. I have tried the new method and have gotten nowhere. It seems as though the settings are displayed for another computer. So when it says complex it truly means complex. It seems that I have almost lost hope on the whole thing. My device manager will wont even allow me to turn the settings to bluetooth. I feel that since my USB is nt working properly, that is the only other option I have before I chunk my phone and laptop out the window. So if you have any idea as to how I can turn it n bluetooth it would be greatly appreciated. Thank you and god bless.

    Mar 15, 2009 - 09:03:05

    Carleton,
    Thanks for your kind words and prayers. My father is doing better. God only knows but your individual prayer may have contributed! I don’t doubt it.

    I’ve spent over three decades fighting technical problems, and know they all eventually fall in the face of persistence (and sometimes blood, sweat, and tears!). You’re at the stage that all you can do (really, continue to do) is follow a process of elimination, possibly even repeating what you’ve already tried. When you have no other recourse, change something–anything, and try again.

    I suggest you take your phone and cable to a friend’s computer and plug them into that computer’s USB port and see what happens. If nothing, then the cable is bad, and/or your phone’s USB port is bad. You should at least see (and/or hear over the computer’s speaker) some kind of response, like a “bleep” or a window requesting a driver installation. If it does cause a response (except some kind of error message), then maybe the cable and phone are OK. But in the case of an intermittently bad cable or phone USB port, try disconnecting (pause maybe 15 seconds to allow computer to “recover”) and reconnecting numerous times, gently varying the tension of the cable connections. (This may be overkill, but while you’re there, you might as well take advantage of the opportunity.) There is a very common problem (including with me and several friends) with cell phones in general that the charging connectors get damaged from the strain of the charging cable being tugged at oblique angles. It causes the connection to become unreliable (sometimes works, sometimes not). If you’ve ever seen any behavior anything like that, beware of that as a possibility.

    If your friend is VERY gracious and you also have the time and perseverance, you could try loading Desktop Manager on her/his computer and see what happens. There may be a slim possibility the problem is inside your phone versus being on the computer.

    Another easy thing which you may have already tried from my article’s list of “things to do,” try plugging one or more other kinds of USB devices into your computer and verify that your computer’s USB port is working and makes reliable connections.

    I’m betting you’ve already done all the above and on yet another try find the problem still exists. Then, we’re back to fighting software problems on the computer. But we must admit we have more confidence in WHERE we’re looking for the problem. And that’s progress, even if we still feel miserable.

    I’ll wait to hear what happens.
    Kelly

    Brian Morris says:
    Mar 15, 2009 - 04:03:50

    Hey Kelly, my laptop would not recognize my curve 8310, i tried re installing, upgrading, downgrading etc.
    i plugged in my other blackberry and it instantly recognized it and configured the driver for it, but now for my curve. does this mean the one i bought was faulty?

    Jeff says:
    Mar 19, 2009 - 07:03:53

    Kelly,

    Great article and thanks for taking the time.

    Not sure if you can help with my problem, but it’s worth a shot.

    I downloaded Slacker Personal Radio about a month ago and it was working fine and I was able to cache stations to my memory card. Not sure if you’re familiar with this program or not, but you are able to cache between 25-30 stations to your memory card so you can listen wherever you are.

    You basically identify the station you want to cache within the application and then when you plug the phone into the computer with Mass Storage Mode on, the application will load stations onto your memory card via an .exe application stored on the media card.

    About a week ago, I upgraded to the new version of slacker and ever since then, my computer does not recognize my memory card with MSM on like it used to. I tried reinstalling the application on my phone, formatting my memory card, hard-power offs, etc., but to no avail.

    Customer support won’t help me because they say it could be a problem with my memory card. When I have MSM off, I can save files to my card via Desktop Media Manager, so I’m not sure if it’s my card or not.

    I have ordered a new 2GB card to test whether it’s the card, so we’ll see. But I was curious as to whether you had any other suggestions.

    Sorry for the long post and thanks in advance for any suggestions.

    Jeff

    Mar 19, 2009 - 10:03:47

    Jeff,
    Slacker sounds like a cool product. I haven’t had a chance to try it. You should be able to tell if your media card is good or not by accessing songs or videos on it (assuming you have some) with the BB Media Player. Or using a card reader with your computer. I’m guessing that you tried things like that and didn’t find a problem but you ordered a new 2GB card anyway.

    If the problem truly occurred after you upgraded Slacker (I’m not clear if that upgrade was for your computer, your phone, or both), then maybe the upgrade affected the BlackBerry USB driver. But you say Desktop Manager works with your BB, so that would seem to say the driver is OK.

    When you say “my computer does not recognize my memory card,” could you tell me precisely what happens to make you say this, what exactly is the message or condition that you see?

    BTW–I assume you’ve tried a battery pull to reset your BB. That clears up about 90% of most problems. Let me know if you can provide a bit more info so that maybe I can give you an idea of what to try next.
    Kelly

    Jeff says:
    Mar 20, 2009 - 08:03:24

    Kelly,

    Thanks for the response.

    What I mean by “my computer does not recognize my memory card” is as follows:

    Previously, when I plugged the Storm into the computer via USB, it was automatically pop up a window asking what I want to do (i.e. open folders to view files, etc.) and it would have an option to automatically run this .exe file to cache the files to my card.

    If that didn’t work, I could go to My Computer, open that up and I would see two drives – one for my device memory (i.e. drive H) and another for my memory card (i.e. Drive G).

    Once I upgraded, the pop-up window does not show up anymore and when I go to My Computer, I only see the drive for my device memory (drive H).

    The Slacker folks say that if that doesn’t show up when I plug it in with MSM on, it is a media card issue. But like I said, I can access my media card through Desktop Manager, copy files to my media card and play them on my phone when unplugged from the computer.

    So to me, it seems like the media card is working but it could be a phone/drive issue. I don’t know. I’m not sure Verizon would support this issue since it’s an issue with third-party software.

    And yes, I’ve tried multiple hard resets/battery pulls. I think my phone is getting annoyed with me at this point :)

    Again, it’s more of a covenience issue and my phone works fine otherwise. Hopefully I get the new media card today and can see if it really is a bad card or not.

    Thanks again,

    Jeff

    Mar 20, 2009 - 09:03:08

    Jeff,
    I’m still doubting your media card is at fault. Sounds more like the Slacker upgrade damaged a Windows driver that is needed to “see” your phone’s media card (as if it were a removable drive). I’d consider focusing on the troubleshooting techniques that attempt to repair/replace the BlackBerry USB driver. Easier said than done, but that’s what I’d be trying. Keep me posted, please.
    Kelly

    Jeff says:
    Mar 20, 2009 - 03:03:24

    Kelly,

    Not sure if you have some divine powers, but I think it might be working. I did a hard reset since my phone froze, reset the phone plugged it in and the computer recognized my media card.

    Hopefully it will keep working from now on.

    I may need to come back here for non-related Blackberry issues :)

    Mar 20, 2009 - 04:03:53

    Jeff,
    Whew–I’m glad it’s finally fixed. I almost ran out of chickens to sacrifice. (Really, really kidding!)
    Kelly

    Mike Anderson says:
    Mar 21, 2009 - 04:03:22

    thanks for your advice
    I was goign to throw the bold in the bin before you solved my problem (taking the battery out of the phone and putting it back in).

    Mar 21, 2009 - 07:03:42

    Mike,
    Recommending a battery pull is the easiest thing I do. Seriously, it solves 50% of all problems. Maybe 80%. Thanks for letting me know.
    Kelly

    Ehren says:
    Mar 23, 2009 - 09:03:23

    Kelly, I just bought 4 Blackberry Bold’s (wife, myself, my father and my business partner). When I connect my wife’s blackberry via the USB it prompts me if I want to use mass storage. I click yes, and everything is fine….. the other three phones won’t even show up as being a USB drive on the computer, no prompt (despite the settings being the same)…nothing. Computer just sits there. We even tried replacing my media card with my wife’s and it still does nothing. It didn’t work at the cell phone retailer either. Do you think it is a problem with our phones? It’s hard to believe that 3 phones would be bad..? I’m a new blackberry owner…so be patient. Thanks!

    Mar 24, 2009 - 12:03:22

    Ehren,
    I’ll gladly be patient–it’s newBBies I want to help the most!

    The problem you’re having is very interesting. Let me get this right: One of the four Bolds is detected fine on your computer, but the other three are not detected at all. And it’s repeatable: you can return to the one “good” Bold and it continues to be detected? And this behavior is the same on more than one computer? If that’s the case, the possibilities are quite limited. First, it should have nothing at all to do with a media card. The phone itself is a USB device with or without a media card, and should be recognized.

    If one Bold repeatedly is recognized and the other three Bolds are repeatedly NOT recognized, all on more than one computer, there is something wrong with the three Bolds. It’s that simple. My first guess would be that some or all these Bolds were refurbished and were possibly returned in the past by former owners. Return rates are very high (although I would guess less so for the Bold). A retailer might not know or tell you the truth about them being refurbished, but that’s my suspicion. But even if I’m wrong, these Bolds have a problem with their USB ports. As unlikely as it seems, it’s hard to explain any other way.

    Now, if the phone USB behavior is not as clear-cut as I stated above, it’s possible that the USB cable you’re using is intermittently bad (fairly common: damaged connector, damaged wire, bad solder joint). If you can try another cable, that’s worth doing.

    Let me ask one question that sounds far-fetched: Have you ever had any other USB device fail on your computer? If so, there is some possibility that your computer’s USB port has some wrong (too high) voltage on it that’s damaging whatever is plugged into it. If that were the case, and I seriously doubt it, then your one good Bold just hasn’t been damaged yet. Anyhow, I wouldn’t mention this possibility to your retailer since there is not yet any evidence of this, it’s just a theoretical possibility. I think you should have the phones replaced. Please let me know how this story unfolds.
    Kelly

    Ehren says:
    Mar 24, 2009 - 06:03:11

    Kelly, that is exactly my thought! My wife’s phone was purchase with an “in stock” phone on a Friday morning. We were told we would have to wait until Tuesday before the next shipment came in, but they made some phone calls and had them there by 6pm on that Friday. I believe they got them from another store, but after this USB problem I was suspicious if they were “refurbs”. My dad visited the retailer today. They wiped his software out and reloaded and that didn’t help. They told him the same thing think you are telling me…..we may just have to get the phones replaced. Like I said, I think it is definitley the phone as it didn’t work at the retailer store computer either with a different USB cable. I just got the phone so they should replace them no problem. I appreciate your forum and your quick response! I may be in touch with other technical issues or to simply get your thoughts. Thanks again!

    steve says:
    Apr 2, 2009 - 08:04:19

    This article helped fix my prob…I had to update the driver. THANK YOU.

    Apr 2, 2009 - 09:04:18

    steve,
    So glad it worked for you.
    Kelly

    Joe says:
    Apr 25, 2009 - 12:04:26

    Kelly,

    Have a problem with my 8330 Curve… I accidentally pulled out the mini-usb connector on my BB and wrecked the plug on the unit itself. I ordered an OEM replacement plug and plan on installing it myself.

    Now, for the question…

    Will this be an easy repair since it is just a matter of 5-6 solder points on the circuitboard itself, or will this turn out to be completely complicated and i’m just trying to sugarcoat it and deny it to myself that I need professional help? I have experience in circuit replacement but am concerned i’ll end up in a bind. Thanks for the help.

    Apr 26, 2009 - 06:04:22

    Joe,
    You sound like a gutsy guy, so maybe you can do it yourself. If you have the proper equipment (e.g., fine-point, temperature-controller solder iron with grounded tip) and observe proper anti-static discharge protection, etc., you should be OK. Or…consider sending it to BBRepairShop (see my article on them). They have done this repair literally thousands of times successfully (I have discussed with the owner) for less than $100 (the exact price is documented in a comment below that article, if you don’t mind searching for it). If you try it yourself, and it doesn’t work, and you don’t damage the circuit board in the process, it would still cost you the same amount to have BBRepairShop fix it, so why not try it? Please let me know how this works out.
    Kelly

    Stephen says:
    May 1, 2009 - 09:05:44

    Hi Kelly,

    So I have a bit of an unusual problem. I’m running a mac with vmware’s fusion to run Vista. In the past, when I had a pearl and earlier when I first got my storm, I had no problem connecting to Desktop Manager. However, recently I haven’t been able to get it to recognize the device, even though Fusion tells me that the device is connected to Windows, and when I block Fusion from using the device, it appears back on my desktop on my mac screen (when it’s connected to windows, it’s not there). Any idea what might be the best fix? I’ve tried windows update, restarting, upgrading desktop manager (which I later uninstalled), uninstalling and reinstalling desktop manager and nothing helps. Thanks for any help you can give.

    May 2, 2009 - 05:05:43

    Stephen,
    As I said in the article, fighting a driver problem can be a real pain, and I’m guessing that your problem is your USB driver. Your computer’s configuration is certainly the most complex I’ve run across so far, but that may have nothing to do with the problem. It doesn’t sound like you can trace back to know what could have happened to cause the problem. Let’s assume the driver got changed. Do you know how to “roll back” the USB driver, or if Windows will even let you do that? You may have to have the BB connected while you try. As a superstition (almost), I believe in rebooting a lot while I’m debugging a driver, like in between every two significant actions I take. I’d try rolling back the driver, if I could, and even deleting the driver and trying to reinstall it (reinstalling Desktop Manager should do that). Let me know if you try that and what happens. Oh, have Control Panel open and expand the USB devices before you connect your BB. See if the BlackBerry device appears when you plug in the phone. That would be a good thing if it does, a bad thing if it does not.
    Kelly

    Stephen says:
    May 2, 2009 - 05:05:29

    Hi Kelly,
    Thanks for the help. It ended up being a combination of PocketMac preventing BlackBerry1 from being accessed by Windows and then a newer version of Desktop Manager (4.7) that I couldn’t delete for the life of me. I ended up finally deleting PocketMac and then rolling back Windows to a restore point from November. But, at least 9 hours later I was able to switch devices, now if only I could remember my verizon billing password to activate…

    Thanks again,
    Stephen

    Kenny says:
    May 14, 2009 - 02:05:15

    Hey Kelly,
    Love your site, but I still seem to be having some trouble. I have a blackberry storm 9530 and when i connect it to a computer it does make a “beep” noise, but when i look in My Computer, it doesnt find my memory card. Also in DM it detects my PIN, but i cant sync any of my music, do you have any idea what the problem is?

    May 15, 2009 - 05:05:59

    Kenny,
    1. Is Mass Storage enabled in Options? You need that for the Media Card to be recognized. If that’s not the problem, is the card seen by the phone itself? If not, then the card could be bad. If seen by the phone, is it formatted? If not, you can format it using the phone itself, but be aware that any content would be erased (if you have content, then it’s already formatted, although theoretically it could be corrupted!).
    2. The DM Media Manager is notorious for being flaky, at least in the older versions. You probably need to resolve the media card issue first, and maybe the music sync problem will disappear.

    Let me know how this works out, please.
    Kelly

    May 25, 2009 - 05:05:44

    hello. i dont have the installer cd, so i got the software from the internet. My cpu recognizes the blackberry, it says its all good and connected, the DM has the pin , but thats all. i can not put anything on the smamrtfone, coz im not able to see it on my cpu. the driver doesnt appear at all if i go into my cpu. i dont know wat to do. If some1 has an idea, then please email me,
    daniel__farkas@hotmail.com
    id like to put pictures, music and applications on it, but i cant, yet the DM says its connected.

    thanx

    May 25, 2009 - 09:05:53

    daniel,
    If Desktop Manager is seeing your BlackBerry, then surely the computer is seeing it, too. When you open My Computer, you should see an icon that looks like a disk drive (not a phone). But your phone needs to be set first for Mass Storage mode (in Options > Memory). Depending on how your computer is set up, you may even get an “Autoplay” window pop up asking what you want to do with the “drive” that was just recognized. If you get that window, ask to view files.

    If you want to use Desktop Manager to put files on the phone, you use the Media Manager option of DM. You didn’t say whether that was working or not. To load apps on the phone, you use Application Loader–however, you may need to install the Device Software for that to work correctly (read my old article about that issue).

    Ask more questions if the above doesn’t help. You sound like you’re very close to having this work.
    Kelly

    Nicole says:
    Jun 4, 2009 - 12:06:33

    Hi Kelly,
    First of all, I would like to thank you for putting the time into answering all these questions and for writing this wonderful article!

    Unfortunately, I am still having problems with my blackberry pearl 8120.

    When I attempt to connect to transfer media, my computer detected and recognized BlackBerry, and the home menu of Desktop Manager even recognizes it too since it says “connected” and assigns a PIN number. However, Media Manager reported “no device connected.” I followed your directions and installed new USB drivers but it still did not work.

    Nicole says:
    Jun 4, 2009 - 12:06:06

    After the writing my last comment, I felt that I should give you some additional details.

    I have version 4.5 for both the drivers and desktop manager program.
    I do not have a microSD card (but I thought you can manage media anyway on the blackberry’s internal memory)
    Specifically, on the menu under “my devices” in media manager it says memory stick D. and to the right box, it says “there is no device connected”

    I am baffled since the computer AND the home page of desktop manager does indeed recognize the device.

    Thanks and I hope I wasn’t too confusing.

    Jun 6, 2009 - 10:06:28

    Nicole,
    Sorry about the delay in responding. Without being able to see your computer screen, I’m just not clear on what the problem is. Maybe Media Manager is just reporting what you already know, that you don’t have a media card. To answer a question, yes, you can manage media without a card. Your device memory can hold a small amount of media. Again, I strongly recommend getting a media card, even the most inexpensive one you can get (1GB or 2GB microSD, not SDHC)–maybe $10 online or at Wal-Mart or similar. The Pearl barely has enough device memory to function on its own, and when you start adding photos, songs, and–God forbid–videos, you will almost certainly see problems. The most common is “disappearing” text messages and emails. You don’t want that. Get a media card, then let’s continue this conversation if you still have problems. Not trying to blow you off, but trying to do you a favor. It’s what I would do–get a media card.
    Kelly

    James says:
    Jun 7, 2009 - 06:06:33

    BB USB problems must be one of the hardest to crack. Google shows over 3 million searches for the phrase “blackberry usb problem”. Short of sending back my BB, I have done what everyone has already done. Installing and reinstalling drivers, changing cables, take showers, offered flowers and incense, pleading and talking to the machine. This USB beast have a mind of its one. What works now will soon fail later and vice versa. I have 2 PCs, no point trying on another different machine.

    I figured that the only variable is the different charge level of the BB smartphone battery. My friend laughed at me. No way he says. But RIM may be that stupid I argued. So I went ahead and bought a new battery. Making sure its a BB original and paying twice as much. Guess what? It works. No problems. But the beast might be playing tricks again. So here is another ’solution’. I am going to stick with trickle charge using the USB-PC link from now on. I started having problems only after when I used the quick charger that came with BB smartphone, perhaps frying the batteries IC in the process. Just a hunc though.

    Nicole says:
    Jun 7, 2009 - 11:06:34

    Thanks, I just got one =) Media manager still doesn’t recognize it, but I am able to just drag and drop files into it directly. Thanks again!

    Jun 8, 2009 - 04:06:42

    Nicole,
    Personally, I think the drag-n-drop method is better.
    Kelly

    Jun 8, 2009 - 04:06:28

    James,
    Thanks for that fascinating information. It’s kinda hard to believe, but not entirely. I’m going to email you privately to ask a few questions, because this is important info to know.
    Thanks,
    Kelly

    GEORGE says:
    Jun 15, 2009 - 07:06:17

    Hi Kelly, I found your article very usefull. Thanks for helping us (new BB users) with these things. I just bought the 8900 curve and installed the software that comes with it, the version is the latest, DM 4.7. My computer is working with Windows vista and when I connect the BB via USB, I can upload or download files activating the mass storage device, but I cant operate any function of the desktop manager. It says “Device connected (PIN): None”

    I’ve tried everything I can imagine. I’ve uninstalled v4.7 and installed 4.5. Also new drivers. I have installed also service pack 1 and 2 for vista because I read that it worked for someone.. Restarted both computer and phone.. Well thats is my situation now. I bought it 5 days ago and can’t sincronize my contacts or anything yet..

    If you have any suggestion or someone has experienced the some problem, I would really appreciatte if they let me know what to do..

    Thanks a lot!
    George

    Jun 15, 2009 - 10:06:27

    George,
    Sounds like you’ve tried all the right things. As I warned in my article, troubleshooting this kind of problem can be very frustrating. Often, a solution only comes through almost random attempts to change something, anything. The problem does sound like it’s on the doorstep of the Desktop Manager. It may be that the Mass Storage Mode of the BB is functional no matter what you change, but the Desktop Manager code can’t seem to interoperate with anything you’ve tried. So, uninstalling and reinstalling (some version of) Desktop Manager is probably part of the solution. Although I know you’ve tried virtually everything, I’d try yet again to completely uninstall both DM (using Control Panel > Uninstall) and USB (everything, using Control Panel > System > Device Manager)–and reboot the computer to be sure the removal is “clean”–then reinstall the latest version of DM. Try to let the USB driver installation “resolve itself” from either DM or Vista doing what it thinks is “best.” Also, maybe this is superstitious, but do a battery pull on your BB just to make sure it’s not misbehaving during the testing process.

    Keep me informed. Wish I had a silver bullet for this kind of problem, but I don’t.
    Kelly

    GEORGE says:
    Jun 15, 2009 - 05:06:32

    Thanks a lot for your fast reply..! I still have the same problem and as you say it has to be a random attempt changing something.. I´ve tried connecting the 8900 to a friends computer, she has the DM 4.2 version and it works perfect. So I guess I will install that version even if it is still older than 4.7. For know its fine.. I want at least try to upload my contacts and use the phone. I´ll let you know if it works, since I have Vista and not XP..
    Thanks again!

    James says:
    Jun 16, 2009 - 02:06:54

    I managed to get my BB Bold recognized again. For a while at least.

    The problem is the connection will fail once I unplug the BB. Subsequent attempts are futile.

    But I have successfully replicated the recovery by following these procedures so far.

    a) Uninstall all BB references in the device manager.
    b) Dis-attach the USB cable.
    c) Remove BB battery.
    d) Reinsert BB battery and wait for BB to restart.
    e) In the BB mass storage mode, set it to none. (I suspect Windows XP is failing at the point). This critical tip was gleaned from one of the BB forums.
    f) Now re-attach the USB cable.
    There will be a series of messages at the system tray that various components of BB is recognized.
    If there are none, repeat from a) and make sure all references are removed.
    g) The BB is connected again. At least you can now backup your phone lists and calenders.

    h) Do not unattach the BB and reattach it. You may have to start from a) all over again.
    i) Set the BB mass storage mode to yes.
    j) Activate Desktop Manager. One good thing is that you need not reinstall Desktop Manager. But you must download BB media manager and install it first.
    k) Run BB media manager from within BB Desktop Manager. You should now see the contents of your SD card. BB media manager will crash at this point. It does not matter. The software is crap anyway.
    l) Go to my Computer and click on it. You should see BB mass storage drives and able to drop and drag files just like any normal drives.

    kaela says:
    Jul 3, 2009 - 10:07:09

    i installed the new curve driver and the media sync manager as well as udated my drivers and i seem to still not see anything on my computer for my driver maybe ive done something wrong??

    Jul 3, 2009 - 11:07:32

    kaela,
    Yeah, this kind of problem can be very frustrating, so you have to just be patient and persistent as long as you can. Make sure you’ve rebooted your computer and done a battery pull on your phone to make sure both are “clean” (operating normally). Double-check things I’ve suggested in the article above.

    When you plug your USB cable into your Curve, then the other end of the cable into your computer, does absolutely nothing happen? No sounds, no pop-ups, no nothing? Have you checked in “My Computer” (Windows XP) or “Computer” (Windows Vista) to see if any new “drive” showed up (that would be your phone, if it did)?
    Kelly

    Eduardo says:
    Jul 22, 2009 - 08:07:33

    Thanks. Your article helped me figure out the problem

    Jul 22, 2009 - 09:07:08

    Eduardo,
    Thanks for that feedback. I rarely find out what helped and what didn’t.
    Kelly

    charity says:
    Jul 29, 2009 - 02:07:54

    can u download software without usb cable?

    Jul 29, 2009 - 08:07:03

    charity,
    I’m assuming you’re referring to downloading and installing applications (”apps”) on your BlackBerry. There are two ways to do that: (1) Over-The-Air (OTA) downloads, and (2) download using your computer and install using Desktop Manager (or a utility called javaloader) and a USB cable connected between your computer and your BlackBerry. Many app developers offer only one way, and many offer both ways.

    If you’re having trouble resolving a USB problem, you should be able to find lots of apps, themes, games, and such that you can download OTA.
    Kelly

    Mukesh says:
    Jul 30, 2009 - 01:07:26

    hello kelly,
    i’ve been reading this forum regularly and i found that u are of so much help to all. thanks from the beginners like me. I have a problem. my bb 9000 doesn’t recognise the media card. i have checked the media card and i have inserted a new 4gb media card. still it shows media card is not recognised. and media card formatting is failing. what to do

    Robert Gadoury says:
    Aug 17, 2009 - 02:08:59

    Have 2 Curves running latest OS connecting to a laptop running XP SP3 loaded with the latest Blackberry USB drivers from their website.
    1 Curve connects with no problem, charging and media card is assigned drive letter E:
    The other Curve “bleeps” when connected. The charge indicator goes on. Wait 10 seconds and then charge indicator disappears. There is no drive letter and no new entry in the Device Manager->USB connections. (If I take this same Curve to another PC, it works fine.)

    Aug 17, 2009 - 09:08:31

    Robert,
    Sounds like an electrical problem. Possibilities include (roughly in order that I think are likely):

    1. The 2nd Curve’s battery isn’t charged as well, or the battery doesn’t naturally hold as high a charge. So, the Curve’s USB interface isn’t getting enough voltage to quite meet specifications. Try swapping batteries on the two Curves and see if anything changes.
    2. The 2nd Curve’s USB interface is only marginally working, probably due to some electrical defect. Could be dirty electrical contacts (almost impossible to clean).
    3. The laptop’s USB interface is marginal.
    4. You haven’t been living right, and the BlackBerry gods are punishing you. Have you, by chance, been lusting for an iPhone?

    Let me know if you learn any more about this problem. I get TONS of complaints about USB problems. The article above gets more traffic than any other of mine.
    Kelly

    P.S.–Any relation to any Gadourys in Michigan? Battle Creek area or nearby?

    Steve Pierce says:
    Aug 30, 2009 - 04:08:49

    Kelly:

    Ok, here is a tough one for you. I have an 8330 Curve. It has been working just fine for almost a year, then all of a sudden everytime I would go to do a DM sync up, it would crash my entire PC. Suspecting it was the DM software (note – Device Software worked fine as well as Mass Storage drive letter in My Computer) I reinstalled the DM software and it would still not work. I began shutting off Non Microsoft Services under the “Services” tab in MS CONFIG. I narrowed it all the way down to a problem with Norton’s Auto Protect feature. Once I removed Norton from my PC I was able to reinstall the DM software again. In this case I am running version 4.2 SP2 on the DM as this is the latest version I can use if I want my Outlook 2000 Calendar to sync up. Later versions of DM require later versions of Outlook in order to sync. But I am sure you already know that. :-)

    So, here is where I am at now. I have reinstalled the DM software and it will not recognize my Curve as connected. When I pull the drop down menu on the DM software under options and connections, I do not even see a USB option. All I see is COM ports. I verified that the correct driver is installed. I tried installing the DM software on my laptop (also XP Home SP2) and it works there. I have almost got it narrrowed down to a USB issue, or so I think. Other items plugged into my USB hub work just fine. I tried plugging the Curve directly into a USB 1.1 port on the front of my PC and still so sync. No sync using DM through any USB port on my PC is basically where I am at. Very frustrated. I have 20 yrs PC experience and this one has me totally baffled. Please help!

    Steve Pierce
    Vancouver, WA.

    Steve Pierce says:
    Aug 30, 2009 - 05:08:03

    One addition note —

    I was on the phone with Blackberry for over 2 hours today and we tried everything on the face of the earth to get my PC to recognize my Curve and they finally told me that they suspect it is my PC and they are done troubleshooting it with me for now. Once they found out that it worked fine when I installed it on my laptop they wanted rid of me. I don’t blame them. Boo hoo hoo. I just want my sync capability back. Again, everything works fine when I plug the Curve into my PC. I can see the drive letter and move files back and forth. The only issue is that none of my USB ports (hubs, 2.0 ports or 1.1 ports) will allow sync’ing via the desktop manager. It simply isn’t recognizing a USB port as an option when I open the DM.

    Steve Pierce
    Vancouver, WA.

    Aug 30, 2009 - 10:08:10

    Steve,
    I think you are doing all the right things and are close to a solution. Unfortunately, sometimes the final 1% of the solution takes the longest! You’re right that even 20 years IT experience doesn’t necessarily make it easy to fix. The basic problem seems to be Windows and 3rd party aps and drivers–they just don’t always play well together. I do think it’s a problem with a USB driver since DM isn’t even recognizing that USB is a valid option for connecting to your phone. Other USB devices work because, I believe, their respective drivers are working.

    BTW–you’ve probably done this but always do a battery pull on your BB just in case a previous problem left your BB in a temporarily bad state.

    I wish I had a silver bullet procedure that worked in every case, but I just haven’t got one. When I’ve had to fix something like this, I simply try everything (often multiple times) I can think of till something gives. It’s absolutely maddening, so I have to enter the fray with an attitude of patience and perseverance. Kinda like the thought of running a marathon: I know it’s gonna hurt like heck before it’s over, but I’m determined to finish.

    My basic idea would be to download all the possible components I might need: latest DM version; one or more USB drivers that might work. I’d wipe my computer clean of those things and reboot both computer and phone. Then I’d try every combination of install-and-test that I could think of. For example, on one try I’d let Windows try to find the right driver. On another try, I’d try to guess which was the right one and go ahead and try to install it. I’d reboot the computer every time I changed ANYTHING. If I were really in control of my attitude, I’d keep notes in case I stumbled across a fix, so I’d know how to repeat what worked.

    That’s the best I have beyond what is documented on this page. Please let me know how things work out. Good luck.
    Kelly

    Aug 30, 2009 - 10:08:17

    Steve,
    Oops! I didn’t see your second comment. Your extra info seems to imply that the failure is between DM and your installed USB driver for the Curve. The driver seems to work well enough to see the Curve as a “drive.” But not well enough to satisfy DM. I don’t know if there are separate drivers for each case, or one driver that is supposed to work for both cases. I’ve talked to IT guys I know hoping I’d find a “driver genius,” but none of them has it “all figured out.”

    Here are a couple of links that I haven’t seen before, but might offer you a tidbit of useful info:
    http://supportforums.blackberry.com/rim/board/message?board.id=BlackBerryDesktopSoftware&thread.id=3880
    http://supportforums.blackberry.com/rim/board/message?board.id=8300&message.id=957

    Let me know if anything helps.
    Kelly

    Steve Pierce says:
    Aug 30, 2009 - 02:08:53

    Kelly:

    Your second comment is correct. When connected, I can see a drive letter and move files to and from my Curve manually (from C drive to F drive for instance) but it does not recognize my Curve for sync purposes. I installed the same software on my laptop and it works great there. So I looked at the drivers installed for the device and I see the RIMUSB.SYS (as it should be) but I also see AUSBFLT.SYS (which I am pretty sure is a WMD Filter Driver for my USB 2.0 management utility for my Adaptec USB 2.0 card). I do not see this on my laptop, but that is likely because I am only running USB 1.1 on my laptop and have no additional cards installed. I am just wondering if perhaps this is conflicting with the RIMUSB.SYS driver that is there? I do see a green check mark next to the proper driver. I could go ahead and uninstall the Adaptec control utility software which will also delete that other driver and see what that does, but I think I have already done that. I am also wondering if perhaps I have a bad (or going bad) USB 2.0 card and or drivers for it? It is no more than 3 years old and Adaptect seems to make a good 2.0 card. Perhaps I could also grab the latest driver for the USB card, but something tells me that Win XP has drivers for USB 2.0 already installed in the OS. I can not recall for sure.

    So, you are right on the money with the issue so far. I think I will also try the latest DM software. But the downside there is that I can not sync my Outlook 2000 calendar with any DM versions later than 4.2, so this would not work for me unless I upgraded my Outlook which as you can imagine I am hesitant to, becuase when something works good, dont mess with it is a mantra I live by. :-)

    I will check out your links right now as well. Let me know if you (or anyone else reading this) had any additional links or thoughts to share.

    Steve Pierce
    Vancouver, WA.

    dave smith says:
    Aug 30, 2009 - 03:08:23

    Hi there…

    Hoping you can help here. I recently acquired a CURVE 8310…

    Installed the disk supplied software (4.1)o n my PC with Vista Premium Edition (32) and was immediately hit with this on connecting with the USB supplied cable…

    USB Device Not Recognized. One of the USB Devices attached to this computer has malfunctioned and Windows does not recognize it.

    Checked around the use Blackberry forums and triied a couple of things, including changing the cable when I noted that it wasn’t charging the phone either. It does charge with the cable I canabilized from my MP3 — which works perfectly

    I also used a USB slot on the back of the PC.

    I also checked in Device Manager and I couldn’t find any references to RIM or blackberry.
    However on clicking thru the USB DEVICE NOT RECOGNIZED box, clicking on the UNKNOWN DEVICE sub-branch, it did show a connection to COM6.

    I then uninstalled and installed the latest drivers/Desktop Version 5 from blackberry.

    Same problem I tried it on my XP Pro HDD. Same prob.

    I tried it on another PC with XP. Same prob.

    I was about to give up and investigae a blue tooth option to link, when a friend pointed me to your solutions.

    Though I do note that ther Blue Tooth option is grayed out in the Desktop connection menu.

    Any suggestions gratefully appreciated!

    thanx

    dave

    Steve Pierce says:
    Aug 30, 2009 - 03:08:43

    12:20pm PT Update (Sunday 8/30/09)

    The first thing I did was uninstalled DM 4.2 and installed DM 4.5, which is the software that came with my Curve. I pulled the latest 4.5 download from RIM’s website. It works now, but again, is not compatible with Outlook 2000. I am going to try installing DM 4.2 (first version) now that I see I have been installing DM 4.2 SP 2. Only DM version 4.2 has had updates. None of the other versions have had service packs added on. So, I wonder if that could be it. We are getting closer now.

    Steve

    Steve Pierce says:
    Aug 30, 2009 - 06:08:14

    Update – 3:20pm PT Sunday 8/30/09

    FINALLY! WE HAVE SUCCESS!

    Ok, so I finally found it. I read this article on RIM’s web site that mentioned people having issues with corrupted user accounts in WIN XP. So, I logged onto my computer through the “guest” account (in WIN XP) rather than my normal log in method and that did it. My DM 4.2 install works perfectly under that log in account. So, something is corrupted in my normal account log in.

    So, now we are at the next stage in this battle. Any ideas where I can find out how to repair my account in WIN XP or copy all settings over to a new clone log in? I have no idea how to transfer all of my installed programs from one log in to another, or if that is even needed. This is one area of XP I have not dove into very much. Any thoughts would be great. I will also keep looking around as well.

    Steve Pierce
    Vancouver, WA.

    Steve Pierce says:
    Aug 30, 2009 - 06:08:14

    Kelly:

    One additional comment — it was YOUR links above that got me very close to the link that was the savior of my problem. So, YES, you helped yet another person win the war against Crackberry issues. :-)

    Let me know your thoughts on what I can do with my user account in WIN XP now in order to get it repaired or diagnosed further. I do not want to have to start using a new user account in WIN XP if I do not have to.

    Thanks,
    Steve Pierce
    Vancouver, WA.

    george says:
    Sep 1, 2009 - 10:09:27

    Hi, I’ve been reading some of this comments and I can see quite a lot of users have problems with the 8900 and it been recognised be desktop manager.

    I had a laptop with vista installed, after doing everything one can imagine, it was imposible to make the desktop manager v4.7 to tecognise my bb8900.

    I just bought a netbook with windows XP and the desktop manager recognises it but it won’t let me synchronise it with my outlook contacts folder. I’ve been searching and they say that outlook 2007 mighyt be incompatible with the BB. Any suggestio? Thank you.

    Sep 1, 2009 - 12:09:31

    Steve,
    I’m so glad you found a fix–your perseverance paid off. But I’m flabberghasted at what you’ve discovered. Thanks so much for sharing this info with me, newBBie readers, and the world.

    OK, here’s a possibility, scan this article: http://support.microsoft.com/kb/823732. I would want to tinker with permissions on those two files. Unlike the article which is about “denying” rights, you want to assure that a user (well, you, at least) have “allow” rights. At one extreme, you could add “Everyone” has “Full Control” of those files. Or you might want to work your way up to the minimum rights needed to see if it makes any difference. On my laptop, those files have “Read” and “Read and Execute” permissions for my normal login account (that account also has Administrator privileges, BTW). The Administrators group has “Full Control” privileges on those files. On my Vista laptop, those files are in C:\Windows\inf. Probably the same for XP.

    This is heavy-duty IT stuff that is getting beyond the scope of BlackBerry “newBBies.” But it’s definitely a kind of problem that many, many people are having.

    Again, thanks so much for taking the time to share your agonies and victories alike.
    Kelly

    Sep 1, 2009 - 12:09:22

    george,
    I’m embarrassed to say that I have not yet set up a direct sync between my BB and Outlook 2007. There’s a reason, but I won’t go into it. I should be doing that in the near future, however, so perhaps I’ll write about whatever I find. Now, you can sync between BB and Outlook using the method I wrote about here: http://newbbie.com/2008/01/19/managing-contacts-in-the-address-book-using-excel/. You can sync more than contacts. Sorry if that’s not all the help you were looking for. Maybe in the near future I’ll tackle that problem.
    Kelly

    Sep 1, 2009 - 12:09:46

    dave,
    When you read the comments and replies on this page, you see how difficult it sometimes is to diagnose and fix this kind of problem. There are so many and complex possible causes. One thing I don’t think you tried is downloading and installing the most recent version of Desktop Manager. Your carrier’s web site should have the download you want. No guarantee that will work, but I think the version 4.1 you have is very old, especially to be installing on Vista. My version is 4.7 (which I run on Vista). Let me know what happens, please.
    Kelly

    dave smith says:
    Sep 1, 2009 - 02:09:23

    Hey Kelly

    Thanks for taking the time to respond. Actually I did reinstall using the latest Blackberry software/drivers from the site.

    Reading all you suggestions and other posters has made my mind up to just go Bluetooth, I’ve found this at a local store

    Bluetooth Class II V2.0 EDR Dongle
    only £9.99 ($20)

    Product Features
    Add Bluetooth® facility to your PC or laptop and connect to your mobile devices
    Bluetooth® V2.0 EDR (Enhanced Data Rate)
    Class II – provides up to 10 metre range
    Unique swivel design
    Suitable for use with Windows® XP/2000/ME/98SE/Vista

    I assume its virtually plug and go!!

    Don says:
    Sep 21, 2009 - 02:09:26

    I have a BB Storm and am having trouble getting DM 5.0 to recognize. I have followed some of the instructions here and was able to assign the mass storage device status to the BB, allowing me to move pictures from the BB to my laptop. However, I would like to gain the functionality that DM provides. The computer is clearly recognizes the BB, but DM does not. When I click on “connections” it lists USB and None as options. The Blackberry Device Manager in my system tray indicates that the BB is connected, and lists the USB PIN, etc. I am running XP Pro with SP3. Thanks in advance for your help.

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