BlackBerry 10
device switch

Device Switch Troubleshooting

The Device Switch app is supported by Media Mushroom. For questions or more info, visit www.deviceswitch.com or contact Media Mushroom at support@deviceswitch.com.

My previous device doesn't detect my new BlackBerry 10 device

Possible cause

Corporate, academic, and public networks are usually set up to prevent devices from connecting to each other.

Possible solution

When you switch devices, use a home network that allows connections. If you use a home network to connect your devices and you still can’t connect your devices, try the following:

  1. Unplug your router from the power source and turn off both devices.
  2. Wait 30 seconds.
  3. Plug in the router and make sure that it’s turned on.
  4. Wait 2 minutes.
  5. Move both devices approximately 3 ft (1.83 m) from the router.
  6. Turn on both devices.

Try running the Device Switch app again.

My contacts info didn't transfer to my new device

Possible cause

If you transfer a lot of data, it might take some time for the information to show up on your BlackBerry device.

Possible cause

The Device Switch app might not be able to transfer your work contacts info, depending on how your previous device is set up.

Possible cause

If your contacts info is synced with a web-based account, your contacts info might not be saved to the storage space on your device.

Possible solution

To transfer your work contacts info or contacts info that is synced with a web-based account, add the account to your new BlackBerry 10 device: Add accounts to your new device.

My calendar entries didn't transfer to my new device

Possible cause

If your calendar info is synced with a web-based account, your calendar info might not be saved in the storage space on your device.

Possible cause

If you transfer a lot of data, it may take some time for the information to show up on your BlackBerry device.

Possible cause

The Device Switch app can’t transfer your work calendar from your previous device. To access your work calendar, set up your work account on your new BlackBerry 10 device.

Possible solution

To transfer your work calendar info or calendar info that is synced with a web-based account, add the account to your new BlackBerry 10 device: Add accounts to your new device

My web-based account info didn't transfer

To transfer the calendar and contact info that is associated with an email account, add that email account to your new BlackBerry 10 device: Add accounts to your new device.

After you add the email account, calendar and contact information that is associated with that account is available on your new BlackBerry 10 device.

If you’re having difficulties finding your account info, contact the email account provider.

I can't use the Device Switch app

If you encounter difficulties using the Device Switch app, please contact Media Mushroom at www.deviceswitch.com or support@deviceswitch.com.

How do I reset my lost or forgotten BlackBerry ID password

You can have the instructions about resetting your BlackBerry ID password sent to the email address that you use as your BlackBerry ID username. For security reasons, you must reset your own BlackBerry ID password.

Do one of the following:

  • To reset your password on a computer, visit www.blackberry.com/blackberryid. Click Reset your password. Complete the instructions on the screen.
  • To reset your password on your BlackBerry device, when you’re prompted to sign in with your BlackBerry ID, click Forgot Password. Answer your security question and complete the instructions on the screen.

When you complete the preceding steps, you will receive a password reset email. If you complete the steps to reset your password on a computer, the password reset email can only be viewed on a computer and isn't delivered to your device. If you follow the steps to reset your password on your device, the password reset email will be delivered to your device. Complete the instructions in the email to reset your BlackBerry ID password.

For more information about BlackBerry ID, see the BlackBerry ID user guide.

What happens to my downloaded apps when I switch to a new BlackBerry device?

If your previous device was a BlackBerry 10 device, when you use your existing BlackBerry ID to log in to the BlackBerry World storefront on your new BlackBerry device, you can reinstall your apps on the My World screen. You can reinstall apps that you bought on up to four additional devices each year without paying for the apps again. Apps that you archived on a media card can also be reinstalled on the My World screen. Additional data charges might apply to reinstall apps.

Can I transfer my text messages (SMS)?

You can transfer SMS text messages only if you switch from a BlackBerry 10 device to another BlackBerry 10 device. After you complete the data transfer, on your new device, a clock icon might appear beside sent SMS messages. These messages won’t be sent again.

If you use an SD card to transfer your data from a device running the BlackBerry OS (version 5.0 to 7.1) to a device running the BlackBerry 10 OS, your text messages can’t be restored on your BlackBerry 10 device. On your BlackBerry 10 device you might see an option to restore your SMS text messages, but this type of transfer isn’t supported.

I'm not receiving text messages (SMS or MMS) on my new device

Possible cause

If you previously used an iPhone, you must turn off iMessage on the iPhone so that you can receive text messages on your new BlackBerry device.

Possible solution

If you still have your iPhone, insert your SIM card into the iPhone, and try the following:

  1. On your iPhone, tap Settings  > Messages.
  2. Turn off the iMessage switch.

If you don't have your iPhone, to deregister your phone number with iMessage, visit https://selfsolve.apple.com/deregister-imessage.

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