My computer doesn't detect my smartphone or tablet

If your computer doesn't detect your BlackBerry smartphone, try the following:

  • If you're using a USB cable to connect your smartphone to your computer, verify that the USB cable isn't damaged. If it isn't damaged, disconnect and reconnect the USB cable.
  • If you're using Bluetooth technology to connect your smartphone to your computer, verify that the Bluetooth connection is turned on and your smartphone is paired with your computer. Verify that your smartphone is within range of your computer (a typical range is approximately 10 m).
  • Verify that your smartphone is charged.
  • Verify that mass storage mode is turned on.
  • Verify that you have a media card or built-in media storage.
  • If your smartphone is running BlackBerry 6 or later and Wi-Fi music sync is turned on, verify that your smartphone is connected to the same Wi-Fi network as your computer.
  • On your computer, turn off synchronization applications or antivirus applications temporarily.

If your computer doesn't detect your BlackBerry PlayBook tablet, try the following:

  • If you're using a USB cable to connect your tablet to your computer, verify that the USB cable isn't damaged. If it isn't damaged, disconnect and reconnect the USB cable.
  • Verify that your tablet is charged.
  • On your computer, turn off synchronization applications or antivirus applications temporarily.
  • If your computer is running Windows XP x64 Edition and your computer's certification authority does not support SHA2-256 encryption, you must download a hotfix from Microsoft. For more information, visit www.support.microsoft.com to read article 968730.


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