1. Fluff808's Avatar
    Hi All,

    My Torch won't seem to install properly on my Windows 7 (64 bit) PC. BB desktop manager recognises that it has been plugged in an launches, but in never connects to it. In the desktop manager the BB Smartphone driver install states that it is working properly and when I update the driver it states I have the most up to date driver. I have tried all of my USB ports and I know the cable works. It has installed correctly on my Windows 7 (32 bit) laptop, but I really need it on my PC. I have had a few of these BB Torch's now as they keep failing and having to be replaced. I have not had any Desktop Manager problem with the previous 4 Torch's. I have also uninstalled and re-install the Desktop Manager. This is my first time with BB (always had windows phones previously) and I'm losing the will to live with it now!

    I really hope someone can help with this. I have a small business and I am really dependant on the sync with my phone and PC.

    Thanks,

    Stu
    07-19-11 05:44 AM
  2. Bisboxer's Avatar
    I have the same issue on my PC with Windows 7 64 bit.....but I have Vista on laptop and it works fine so I haven't worried too much about the PC, but would like to resolve it so will watch this thread for answers.
    07-19-11 01:29 PM
  3. Laura Knotek's Avatar
    What version of Desktop Manager are you running?

    Have you tried uninstalling Desktop Manager, running CCleaner on your PC to remove all traces of it, rebooting the PC, and then reinstalling the latest version of Desktop Manager?

    I have Windows 7 Professional 64-bit, and Desktop Manager 6 works.
    07-19-11 02:40 PM
  4. Miami_Meri's Avatar
    I am having this same issue...The desktop manager 6.1.0.35 will not recognize my Torch (v6.0.0.526 platform 6.6.0.195). I am using Windows Vista Home Premium Service Pack 1.

    I have completed the following steps already per BB SUpport page including clean uninstall:

    http://supportforums(dot)blackberry(...he/td-p/358177


    Here are a few tips that may help if your PC is unable to detect your BlackBerry smartphone!



    1. Install the desktop manager software when installing the Desktop Manager software that came with your device be sure to Not have the BlackBerry connected to the computer during this process.
    2. Always use the USB ports from the back of the computer; never use a USB hub or a docking station USB port.
    3. If you have another UBS cable you can try doing that to make sure it is not the cable causing the issue.
    4. If you are using a laptop computer disable the power management settings.
    a. For Windows-XP and Vista do the following to disable power management on the USB ports
    i. On the computer, right-click My Computer and select Properties.
    ii. Click the Hardware tab, and then click Device Manager.
    iii. Expand Universal Serial Bus controllers.
    iv. Right-click the USB Root Hub and select Properties.
    v. Click the Power Management tab, and clear the Allow the computer to turn off this device to save power check box.
    vi. Click OK.
    vii. Repeat steps i. through vi. for each USB Root Hub listed in BlackBerry Device Manager.
    5. If you have uninstalled and reinstalled the Desktop Manager Software trying using the following knowledge base article to do a clean uninstall of the software. KB02206-How to perform a clean uninstall of the BlackBerry Desktop Software
    6. The existing USB driver installed is for an earlier model of the BlackBerry smartphone.
    a. Manually upgrade the USB driver for the BlackBerry smartphone by completing the following steps:
    i. Right-click My Computer and select Properties > Hardware > Device Manager.
    ii. Under Universal Serial Bus Controllers, verify that the BlackBerry smartphone is found.
    iii. If an exclamation mark is displayed, right-click the BlackBerry smartphone and select Update Driver.
    iv. If the Hardware Update Wizard prompts you to use Windows Update, select No not this time and click Next.
    v. Choose Install from a list or specific location and click Next.
    vi. Choose Don't search. I will choose the driver to install and click Next.
    vii. Click Have Disk and then choose Browse.
    viii. Browse to C:\Program Files\Common Files\Research In Motion\USB Drivers.
    ix. Double-click on RimUsbNT.inf, click OK, and then click Next.
    7. If you have another PC try using that PC to see if you able to get the device connected
    8. If you do not have another PC then try creating a new user account on the PC and then install the Desktop Manager software on that new profile


    I believe my issue is in STEP 6 with the USB driver but since I have VISTA I am unable to install that exact file...It only allows me to select the whole folder which has the RimUsbNT.inf and another one Rimpb_rndis. Can I delete the second one (Rimpb_rndis) so it only selects that one? Or how can I get it to select RimUsbNT.inf ? This is the second time Ive had this problem since getting myTorch. Has RIM recognized this as a problem cuz its bloody annoying!!!
    08-03-11 02:46 PM
  5. Miami_Meri's Avatar
    Ok so I spoke to BB Help and they said to do the following (modifying the steps above):

    1. Install the desktop manager software – when installing the Desktop Manager software that came with your device be sure to Not have the BlackBerry connected to the computer during this process.
    2. Always use the USB ports from the back of the computer; never use a USB hub or a docking station USB port.
    3. If you have another UBS cable you can try doing that to make sure it is not the cable causing the issue.
    4. If you are using a laptop computer disable the power management settings.
    a. For Windows-XP and Vista do the following to disable power management on the USB ports
    i. On the computer, right-click My Computer and select Properties.
    ii. Click the Hardware tab, and then click Device Manager.
    iii. Expand Universal Serial Bus controllers.
    iv. Right-click the USB Root Hub and select Properties.
    v. Click the Power Management tab, and clear the Allow the computer to turn off this device to save power check box.
    vi. Click OK.
    vii. Repeat steps i. through vi. for each USB Root Hub listed in BlackBerry Device Manager.
    5. If you have uninstalled and reinstalled the Desktop Manager Software trying using the following knowledge base article to do a “clean uninstall” of the software. KB02206-How to perform a clean uninstall of the BlackBerry Desktop Software
    6. The existing USB driver installed is for an earlier model of the BlackBerry smartphone.
    a. Manually upgrade the USB driver for the BlackBerry smartphone by completing the following steps:
    i. Right-click My Computer and select Properties > Hardware > Device Manager.
    ii. Under Universal Serial Bus Controllers, verify that the BlackBerry smartphone is found.
    iii. right click and un-install the driver and click delete
    iv. unplug your BB
    v. under programs and features (vista or wherever your programs are listed) verify that the BB software for your phone is installed
    vi. plug the BB back in and wait for the Windows updater to install the driver

    BB Desktop should open automatically once the the driver software is installed.


    I hope this helps

    =)
    08-10-11 11:50 PM
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