BlackBerry Desktop Manager not syncing or recognizing BlackBerry.

[Techie]

My client can no longer sync her BB to her Blackberry Desktop Manager, she used to sync with Outlook but it's no longer working.

I've reinstalled the BB front end 3 times (including latest v. 5.01), 3 different versions (cleaned the registry after each) but to no avail. For some reason it just does not see her Blackberry (can't sync - no device found). I installed the Desktop Manager software on my Laptop and her BB synced no problem, I've also replaced the USB connector cable, still nothing.

I've tried removing her AV software to see if there was any conflict but that was a mute issue. I've looked at the log files and nothing is showing up that would indicate anything is amiss. Also, no conflicts in Device Manager. Firewall, User Permissions and Other settings are all normal.


Any ideas? She's running Vista Ultimate, SP1, latest updates.. etc.

Thought this was a quick fix, but now I'm stumped.


Thx - Techie

 

[rusty.nells]

My first guess would be bad USB port or chip. Check all ports or use an add-on card, if possible. If the computer has bluetooth, you might give that a try.

 

[Techie]

Thanks for the reply,

The USB port is fine, every other device attached to it works without incident.

-Techie

 

[budsandbytes]

These are always difficult ones for me. Luckily, I send enough people over to the T-mo store where the owner will let me bounce problems off of him, and borrow demo phones to debug.

In my experience, 90% of the time, when I plug the demo phone in, everything just works immediately. In those cases, sometimes a simple hard reset of the phone is all that is required. Other times its a setting.

I guess my point is, I'd suspect the phone before anything else. Try and sync it to a fresh BDM install on one of your shop computers, if it won't go, you'll know its the phone.

 

[xxsilk109xx]

I had a similar problem, I tried the phone on another computer (my laptop) and it didnt work. Turned out the phone would not charge in a wall either so we decided that it was the port on the phone.

Since I have a BB, I already had the software installed on the other computer and my own charger, which I knew both worked.

good luck

 

[NYJimbo]

Thanks for the reply,

The USB port is fine, every other device attached to it works without incident.

-Techie

Do you mean every device attached to the COMPUTER or to the BLACKBERRY ?

 

[dbdawn]

I would do a hard reboot of the phone..........

 

[RicoS]

Is the blackberry set to Mass Storage Device?

 

[Techie]

Thanks everyone, will try a hard boot ("alt" + "caps" + "del") ?? I assume.
And verify some of the other settings in BBDM.

 

[dbdawn]

Thanks everyone, will try a hard boot ("alt" + "caps" + "del") ?? I assume.
And verify some of the other settings in BBDM.

I have not dealt much with the BDM as we have a BES at my daytime job, but when we come across a stubborn BB we most often always pull the battery.

 

[JRDtechnet]

Try uninstalling BB manager and delete the Research in motion folder in username\appdata\roaming reinstall BB manager. If the device connects back it up and re-setup the syncs.