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If you've encountered problems installing your BlackBerry® Device Software and your BlackBerry smartphone isn't currently working, you may need to load the latest version of software via the BlackBerry® Desktop Software. Follow the steps below to get started.
Note: you'll need an active Internet connection throughout this process.
Get BlackBerry Desktop Software
If you don't have the latest version of BlackBerry Desktop Software installed on your computer, you'll need to download it.
BlackBerry Desktop Software can help you sync your files to your BlackBerry smartphone, add and remove applications, and back up and restore your smartphone.
I Already Have the Latest Version of BlackBerry Desktop Software
Next: Load BlackBerry Device Software >
What's My Version?
If you already have BlackBerry Desktop Software installed, you should verify that you have the latest BlackBerry Device Software offered by your wireless service provider. Here’s how to find the version you have:
- Open BlackBerry Desktop Software.
- Click Help.
- Select About BlackBerry Desktop Software.
Load BlackBerry Device Software
Once you have BlackBerry Desktop Software installed, follow these steps to load software on your BlackBerry smartphone:
- Connect the BlackBerry smartphone to the computer and open BlackBerry Desktop Software.
- A dialog box that says "BlackBerry Desktop Software cannot communicate with the connected device." will appear. Click Update.
- Click Get update or View other versions.
- Select the recommended upgrade version and click Install.
- Select whether you want to be notified by email when updated versions of your BlackBerry Device Software are available (Back up device data checked by default). Click Install update.
- Keep the BlackBerry smartphone connected until the process is complete. Please note this may take up to 30 minutes to finish.
- When the process has completed, the message "Your software update is complete" will appear. Click Close to return to BlackBerry Desktop Software.
Restore Your Data
As a part of your previous attempt to update device software a backup file should have been created and restored by default. If the BlackBerry Desktop Software was able to back up and restore your data during the device software update process, you don't need to manually restore your data.
Note:
- If you haven't performed a backup, you may not be able to retrieve any data. You'll also need to download and install third-party applications separately.
To restore the data from a backup file to your BlackBerry smartphone, complete the following steps:
- Connect the BlackBerry smartphone to a computer that has BlackBerry Desktop Software installed.
- Open the BlackBerry® Desktop Manager.
- Click Device > Restore.
- Navigate to the folder that contains the data to be restored to the BlackBerry smartphone. If there is more than one backup file, choose the one with the most recent backup date.
- Note: to restore individual databases only (e.g. Address book) click Select device data and settings.
- Click Restore.
Have more questions?
Contact your wireless service provider for more support.
Get additional upgrade support
Software update support
Follow @BlackBerryHelp on Twitter
Watch the upgrade video on YouTube
Participate in the BlackBerry Support Community Forums
Learn how to perform a clean reload of the BlackBerry Device Software for Windows®
Learn how to restore data to a BlackBerry smartphone from a backup file