Media Troubleshooting - Blackberry Storm 9500 User Manual

User Guide

Media troubleshooting

I cannot play a song or video on a web page
Your BlackBerry® device might not support the size or file format of the song or video file.
I cannot open media files
Try performing the following actions:
• If you are trying to open a media file on your BlackBerry® device and your device is connected to your computer, disconnect your device
from the computer or turn off mass storage mode or MTP.
• If you are trying to open a media file on your computer using mass storage mode or MTP, verify that you have closed the media manager
tool of the BlackBerry® Desktop Manager.
• If you are trying to open a media file on your computer using the media manager tool of the BlackBerry Desktop Manager, verify that
mass storage mode or MTP is turned off on your device.
• If you encrypted the media files on your media card using an encryption key that your device generated and you are trying to open an
encrypted media file using your computer or a device other than the BlackBerry device that you used to encrypt the file, insert the
media card into the BlackBerry device that you used to encrypt the file. In the memory options, change the Encryption Mode field to
None or Security Password.
Related topics
Encrypt the files in the device memory and on a media card, 97
Turn off mass storage mode or MTP, 98
My device does not recognize my media card
Try performing the following actions:
• Verify that your media card is inserted in your BlackBerry® device correctly. For more information about inserting a media card into
your device, see the printed documentation that came with your device.
• In your media card options, if there is message to format your media card, disconnect your device from your computer. Turn off mass
storage mode or MTP. Format the media card. Turn on mass storage mode or MTP.
Related topics
Format the device memory or a media card, 96
Turn off mass storage mode or MTP, 98
My device is not using the correct ring tone or wallpaper
If you are using a ring tone or wallpaper picture that you encrypted in the device memory or on the media card using your BlackBerry® device
password and you reset your device, unlock your device.
Related topics
Media
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