4.
Do one of the following:
• On a Windows computer, click
Back Up & Restore
. Click
Factory Reset
.
• On a Mac computer, at the top of the screen, click
BlackBerry Link
>
Preferences
. Click
Reload
>
Reload
.
Troubleshooting: BlackBerry Link
I can't access files on my computer
To access your computer files using your BlackBerry device, BlackBerry Link must be open on a computer that's
connected to the Internet.
If you don't see your computer as a source in the File Manager app, try the following:
1. Minimize the File Manager app and verify that you don't see the
icon on the app. If you see this icon, use the File
Manager app in your personal space.
2. On the home screen, swipe down from the top of the screen.
3. Verify that your device is connected to a wireless network.
4. Tap
Settings
.
5. Do the following:
• In the
BlackBerry ID
section, verify that you are signed in using the same BlackBerry ID as on your computer.
• If your device is connected to a mobile network instead of a Wi-Fi network, in the
Device Connections
section, turn
on the
Use Mobile Network
switch.
• In the
Device Connections
section, verify that the
Allow Connections
switch is turned on.
If you still can't see your computer files, on your computer, try any of the following:
• Verify that your computer is turned on and not in sleep mode.
• Verify that your computer has an active Internet connection.
• Confirm that you are signed in to your
BlackBerry ID
in BlackBerry Link.
• Verify that the files that you want to access are in the location that is specified in BlackBerry Link.
• Some work or public networks might prevent you from accessing your files on your device. Try connecting to a different
network and try again.
I don't see my device in BlackBerry Link
On your device, try the following:
• Swipe down from the top of the screen.Tap
Settings
. In the
BlackBerry ID
section, verify that you are signed in
using the same BlackBerry ID as on your computer.
• If your device is connected to a mobile network instead of a Wi-Fi network, in the
Device Connections
section, turn on
the
Use Mobile Network
switch.
User Guide
Settings
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