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I cannot play videos
You can only play videos that are encoded as MPEG-4 Part 2 Simple Profile or H.263.
I cannot open media files on my media card
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.
• If you are trying to open a media file on your computer using mass storage mode, 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 is turned off on your device.
• If you encrypted the media files on your media card using a media card encryption key 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 media card options, set the Encryption Mode field to None or
Security Password.
My device is not using the correct ring tone or Home screen background
If you are using a ring tone or Home screen background picture that you encrypted on your media card using your BlackBerry® device
password and you reset your device, unlock your device.
My device does not recognize my media card
Disconnect your BlackBerry® device from your computer. Turn off mass storage mode support. Format the media card.
Map troubleshooting
I cannot view a location
Verify that no punctuation marks appear in the location information.
Diagonal lines appear on a map
Diagonal lines appear on a map when your BlackBerry® device loads new location information.
Contact troubleshooting
I cannot find the Add Custom Phone Tune menu item
If you have already assigned a custom ring tone to a contact, the Add Custom Phone Tune menu item does not appear.
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