Unable to view the media card using Windows Explorer

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Unable to view the media card using Windows Explorer


Doc ID : KB11883
Last Modified : 2007-08-24
Document Type : Support

Environment

• BlackBerry® smartphone

Problem

The BlackBerry smartphone user is unable to view the contents of the inserted media card using Microsoft® Windows® Explorer. The media card does appear correctly as a storage device in Windows Device Manager.

Cause

Summary of Causes
This issue may be caused by one of the following:

1. Mass storage mode is not enabled on the BlackBerry smartphone.
2. If BlackBerry® Desktop Software 4.2 or BlackBerry Desktop Software 4.2 Service Pack 1 (4.2.1) is installed, Media Manager in BlackBerry® Desktop Manager is open.
3. The media card has not been formatted for the BlackBerry smartphone, or the folder structure on the media card is corrupt.
4. There is a conflicting drive mapping in Microsoft Windows between the media card and another resource.

Resolution

Complete the appropriate resolution for the cause.

Cause 1

Mass storage mode is not enabled on the BlackBerry smartphone.

Resolution

Enable mass storage mode on the BlackBerry smartphone. For instructions, see KB13564.

Cause 2

If BlackBerry Desktop Software 4.2 or BlackBerry Desktop Software 4.2 Service Pack 1 (4.2.1) is installed, Media Manager in BlackBerry Desktop Manager is open. Windows Explorer and Media Manager cannot view the contents of the media card at the same time.

Resolution

Close Media Manager in BlackBerry Desktop Manager.

Note: When running BlackBerry Desktop Manager 4.2 Service Pack 2 (4.2.2) or later, both Windows Explorer and Media Manager can view the contents of the media card at the same time.

Cause 3

The media card has not been formatted for the BlackBerry smartphone, or the folder structure on the media card is corrupt.

Resolution

Format the media card. For instructions, see KB10527.

Cause 4

There is a conflicting drive mapping in Microsoft Windows between the media card and another resource.

Resolution

Note: To complete this resolution, the BlackBerry smartphone user must have administrator rights on the computer.

1. Open the Computer Management console on the computer by navigating to Start > Control Panel > Administrative Tools > Computer Management.
2. If another resource is mapped to the same drive letter as the media card (such as a network drive), change the drive mapping for the removable media. To perform this, complete the following steps:
   1. Right-click on the removable media item and select Change Drive Letter and Paths.
   2. Select the current drive letter, and change it to an unused letter.

Additional Information

• If you are unable to view the media card using the Media application on the BlackBerry smartphone, see KB10312.
• If you are unable to view the media card using Media Manager in BlackBerry Desktop Manager, see KB12239.