1. BBHermes's Avatar

    Just started with a brand new machine and Windows 10; no BB software has been previously installed. After installing Link and attempting to sign in -- needed for remote file access -- this message appears:

    "Unable to sign in to your Blackberry Id. Confirm you are connected to the Internet and try again."

    Windows Firewall already has two link-related process listed as exceptions, obviously done during the install.

    Restarted the computer multiple times, and did a hard reset of the phone -- a Z10, hold the power button for about 14 seconds after power off. Searching on the forums and beyond I see that others have had similar problems but could find no general solution.

    Possibility: Installed is Link Is there an earlier version that works on Windows 10?

    Thanks in advance for any help.
    02-18-17 09:47 AM
  2. Carjackd's Avatar
    Are you running iTunes on your pc?
    02-19-17 10:46 PM
  3. Carjackd's Avatar
    If so

    Rename the iTunesPrefs.xml file and relaunch BlackBerry Link

    Please note: Completing the below steps may have adverse effects on the iTunes functionality. For further information, please contact Apple support.

    To rename the iTunesPrefs.xml file;
    Turn on Show hidden files and folders
    Navigate to C:\Users\<userid>\AppData\Roaming\Apple Computer\iTunes\
    Rename the iTunesPrefs XML file file to iTunesPrefs.old
    02-19-17 10:48 PM
  4. BBHermes's Avatar
    Hi carjackd,

    Yes, read about the iTunes bug while searching on this topic but there is no iTunes pre-installed on this machine, and searched the entire C drive to be sure.

    Are there any other possible causes? Thanks for replying!

    Posted via CB10
    02-20-17 10:23 PM

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