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• 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
Turn off mass storage mode or MTP, 118
I cannot save media files
Your BlackBerry® device memory or media card might not have enough available memory to store media files.
Try performing the following actions:
• If you are trying to save a media file to your device memory, delete old data or messages from your device.
• If you are trying to save a media file on your media card, delete old media files.
• In the camera options, verify that the Picture Quality field is not set to Superfine. Superfine pictures use more memory than fine or
normal pictures.
• If possible, increase the maximum amount of memory available for pictures.
Related topics
Delete a media file or folder, 116
Delete a message, 53
My device does not recognize my media card
Depending on your BlackBerry® device model or your wireless service provider, mass storage mode or MTP might not be supported.
Try one of 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 a 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
Turn off mass storage mode or MTP, 118
Format the device memory or a media card, 117
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
Lock your device, 250
User Guide
Media
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