Blackberry Passport - Manual (Page 191)

4. Do one of the following:
• On a Windows computer, click Back Up & Restore. Click Factory Reset.
• On a Mac computer, at the top of the screen, click BlackBerry Link > Preferences. Click Reload > Reload.
Troubleshooting: BlackBerry Link
I can't access files on my computer
To access your computer files using your BlackBerry device, BlackBerry Link must be open on a computer that's
connected to the Internet.
If you don't see your computer as a source in the File Manager app, try the following:
1. Minimize the File Manager app and verify that you don't see the icon on the app. If you see this icon, use the File
Manager app in your personal space.
2. On the home screen, swipe down from the top of the screen.
3. Verify that your device is connected to a wireless network.
4. Tap
Settings.
5. Do the following:
• In the BlackBerry ID section, verify that you are signed in using the same BlackBerry ID as on your computer.
• If your device is connected to a mobile network instead of a Wi-Fi network, in the Device Connections section, turn
on the Use Mobile Network switch.
• In the Device Connections section, verify that the Allow Connections switch is turned on.
If you still can't see your computer files, on your computer, try any of the following:
• Verify that your computer is turned on and not in sleep mode.
• Verify that your computer has an active Internet connection.
• Confirm that you are signed in to your BlackBerry ID in BlackBerry Link.
• Verify that the files that you want to access are in the location that is specified in BlackBerry Link.
• Some work or public networks might prevent you from accessing your files on your device. Try connecting to a different
network and try again.
I don't see my device in BlackBerry Link
On your device, try the following:
• Swipe down from the top of the screen.Tap Settings. In the BlackBerry ID section, verify that you are signed in
using the same BlackBerry ID as on your computer.
• If your device is connected to a mobile network instead of a Wi-Fi network, in the Device Connections section, turn on
the Use Mobile Network switch.
User Guide Settings
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