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• 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 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.
Maps troubleshooting
Diagonal lines appear on a map
Diagonal lines appear on a map when your BlackBerry® device loads a new map or when your device is not connected to the wireless
network.
If diagonal lines appear for a long period of time, verify that your device is connected to the wireless network.
GPS technology troubleshooting
I cannot use GPS technology
Try performing the following actions:
• If you are outdoors, move away from buildings and expose your device to open sky.
• If you are indoors, move close to a window.
• If you have paired your device with a Bluetooth® enabled GPS receiver, verify that the Bluetooth enabled GPS receiver is turned
on.
• If you are using GPS technology for the first time, wait a short period of time for your BlackBerry® device to get your GPS location.
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