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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 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 does not recognize my media card
Disconnect your BlackBerry® device from your computer. Turn off mass storage mode support. Format the media card.
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.
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.
I cannot forward directions
Verify that you are viewing directions in Directions mode or that you have highlighted a route in Locations mode.
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.
Custom address book field data is not appearing on my computer
You can only synchronize the data in a custom address book field with a text field in the email application on your computer. For example,
you cannot add a contact's birthday to a custom address book field on your BlackBerry® device and synchronize it with the email application
on your computer, because the birthday field is a date field in the email application on your computer.
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