• BlackBerry® Desktop Manager
• BlackBerry smartphone

When synchronizing the BlackBerry smartphone or running the application loader tool, you receive the following error in BlackBerry Desktop Manager:

Handheld not responding

Summary of Causes

Communication with the communications port or Universal Serial Bus (USB) port is interrupted or cannot be established for one of the following reasons:

1. An antivirus or third-party synchronization application is interfering with communication.
2. Infrared ports are interfering with communication.
3. BlackBerry Desktop Manager does not support the USB adapter used.
4. The Enable USB-to-serial converter capability check box is not selected in BlackBerry Desktop Manager.
5. The BlackBerry smartphone is not detected when connected to a laptop computer in a docking station.
6. The communications port operates with incorrect parameters or is not responding.
7. The communications port or USB cable cannot establish communication between the BlackBerry smartphone and BlackBerry Desktop Manager.
8. The BlackBerry smartphone cannot communicate with BlackBerry Desktop Manager.

Cause 1

An antivirus or third-party synchronization application is interfering with communication between the BlackBerry smartphone and BlackBerry Desktop Manager.

Resolution

Close all antivirus or third-party synchronization applications, and synchronize the BlackBerry smartphone. If the BlackBerry smartphone synchronizes correctly, you may be running a third-party application that interferes with BlackBerry Desktop Manager. You must decide whether to keep the third-party application installed on your computer, or close the application each time you run BlackBerry Desktop Manager.

Cause 2

An infrared port is interfering with communication.

Resolution

Disable all infrared ports on your computer, and then synchronize the BlackBerry smartphone.

Cause 3

BlackBerry Desktop Manager does not support the USB adapter used.

Resolution

Verify that the USB adapter model used is supported by BlackBerry Desktop Manager. For more information, see the Technical Advisory BlackBerry supported USB adapters.

Cause 4

If you use a USB adapter to connect your BlackBerry smartphone to your computer, the Enable USB-to-serial converter capability check box may not be selected in BlackBerry Desktop Manager.

Resolution

Verify that the Enable USB-to-serial converter capability check box is selected in BlackBerry Desktop Manager.

1. In the Options menu of BlackBerry Desktop Manager, click Connection Settings.
2. Select the Enable USB-to-serial converter capability check box.
3. Click Detect, and then click OK. Synchronize the BlackBerry smartphone.

Cause 5

The BlackBerry smartphone cannot be detected when you connect it to a laptop computer in a docking station.

Resolution 1

If your BlackBerry smartphone is connected to a laptop computer in a docking station, disconnect the laptop computer from the docking station, connect the BlackBerry smartphone directly to the laptop computer, and then synchronize the BlackBerry smartphone.

Resolution 2

If your BlackBerry smartphone is connected to a computer through a serial port, lower the port speed of BlackBerry Desktop Manager to 9600 bps.

1. In the Options menu of BlackBerry Desktop Manager, click Connection Settings.
2. From the Maximum Speed drop-down list, select 9600.
3. Click Detect, and then click OK. Synchronize the BlackBerry smartphone.

Cause 6

The communications port operates with incorrect parameters or does not respond.

Resolution 1

Complete the following:

1. From the desktop, right-click My Computer and select Properties.
2. From the Hardware tab, click Device Manager, and then double-click the Ports icon.
3. Double-click the Communications Port used by BlackBerry Desktop Manager.
4. Select the Port Settings tab.
   1. From the Bits per second drop-down list, select 9600.
   2. From the Data bits drop-down list, select 8.
   3. From the Parity drop-down list, select N or None.
   4. From the Stop bits drop-down list, select 1.
   5. From the Flow Control drop-down list, select Xon/Xoff.
5. Click OK.
6. Close the Device Manager window and synchronize the BlackBerry smartphone.

Resolution 2

If the preceding resolution did not resolve the problem, complete the following:

1. From the desktop, right-click My Computer and select Properties.
2. From the Hardware tab, click Device Manager, and then double-click the Ports icon.
3. Double-click the Communications Port used by BlackBerry Desktop Manager.
4. Select the Port Settings tab.
5. Click Advanced.
6. From the COM port number drop-down list, select a communications port number that is not in use.
7. Click OK to close the Advanced Settings window.
8. Click OK to close the Communications Port Properties window.
9. Close the Device Manager window.
10. In the Options menu of BlackBerry Desktop Manager, click Connection Settings.
11. From the Connection drop-down list, select the communications port number you selected in Step 6.
12. Click Detect.
13. Click OK to close the Connection Settings window.
14. Click OK to close the BlackBerry Desktop Manager window.
15. Synchronize the BlackBerry smartphone.

Cause 7

The communications port or USB cable cannot establish communication between the BlackBerry smartphone and BlackBerry Desktop Manager.

Resolution

Perform one or both of the following tasks:

• Use the communications port or USB cable to synchronize a different BlackBerry smartphone.
• Connect the communications port or USB cable to a different computer that also has the BlackBerry® Desktop Software installed and attempt to synchronize the BlackBerry smartphone.

If you receive the error Handheld not responding, try to use a new communications or USB cable.

Cause 8

The BlackBerry smartphone cannot communicate with BlackBerry Desktop Manager.

Resolution

Perform one or more of the following tasks:

• Confirm the USB Port pins on the BlackBerry smartphone or the computer are not bent.
• Use the communications port or USB cable to synchronize a different BlackBerry smartphone.
• Connect the communications port or USB cable to a different computer that also has the BlackBerry Desktop Software installed and attempt to synchronize the BlackBerry smartphone.
• Perform a hard reset of the BlackBerry smartphone prior to synchronizing. For instructions, see KB02141.

If you still receive the Handheld not responding error, contact your service provider.