[iggi999]

Hello - hope someone can offer some advice as I have spent the afternoon googling about this and haven't found anything that solves my problem.
New 9790 arrived today, connected it to laptop and the BB desktop software can SEE the phone (it comes up with Bold 9790) but it does not connect properly to it. I can't, for example, sync anything between laptop and phone.
My old sim card is in the new phone, as is the media card. I've tried the USB cable in all the ports.
I'm going to type out the error message I get in full in case it helps anyone to advise me - the device isn't rebooting, the battery is fully charged, and the phone and desktop software are both up-to-date.

Blackberry desktop software cannot communicate with the connected device. If the device is rebooting or has a dead battery click retry to attempt to reconnect once the device reboots. If clicking retry doesn't connect the device, or the device isn't rebooting with a charged battery, you might need to update your Blackberry device software to correct this problem.

VERY grateful for any help!