IMy Blackberry playbook has a damaged USB port so I am trying to retreive files and photo using my WiFi connection. When I try to open the media files I receive a message "access denied" am prompted to enter my network credentials (username and password). I am not sure what information is required, I tried the user name and password that I connect to the internet with, but that does not work. Can anyone help.

did you install BlackBerry Desktop Manager or BlackBerry link? I suggest download the latest

http://global.blackberry.com/en/software/desktop/blackberry-link.html

you should contact RIM first to isolate software issue, after we make sure there is no issue with software please let us know the update

• Edited by britishdhez 8 hours 26 minutes ago
• Proposed as answer by Karen HuMicrosoft contingent staff, Moderator 1 hour 34 minutes ago

did you install BlackBerry Desktop Manager or BlackBerry link? I suggest download the latest

http://global.blackberry.com/en/software/desktop/blackberry-link.html

you should contact RIM first to isolate software issue, after we make sure there is no issue with software please let us know the update

• Edited by britishdhez Tuesday, February 10, 2015 3:19 AM
• Proposed as answer by Karen HuMicrosoft contingent staff, Moderator Tuesday, February 10, 2015 10:11 AM

did you install BlackBerry Desktop Manager or BlackBerry link? I suggest download the latest

http://global.blackberry.com/en/software/desktop/blackberry-link.html

you should contact RIM first to isolate software issue, after we make sure there is no issue with software please let us know the update

• Edited by britishdhez Tuesday, February 10, 2015 3:19 AM
• Proposed as answer by Karen HuMicrosoft contingent staff, Moderator Tuesday, February 10, 2015 10:11 AM

My understanding is Blackberry Link will only connect with other Backberry devices using OS 10. The latest for a Blackberry Playbook  is OS 7. Blacberry is concentrating on their Z10 smartphones. I downloaded the Link software but it would not recognise my device.

still my suggestion is contact RIM in order to resolved this issue

you can check this document from RIM, there is backward procedure, you can try access your playbook with the PC 

http://helpblog.blackberry.com/2011/06/playbook-copy-files/

If not solving your issue, I think your other option will be:

1. using Bluetooth (if any) with slower transfer rate

2. upload your data on online shared folder

3. repair that broken USB port

good luck

• Edited by britishdhez Wednesday, February 11, 2015 6:14 AM

still my suggestion is contact RIM in order to resolved this issue

you can check this document from RIM, there is backward procedure, you can try access your playbook with the PC 

http://helpblog.blackberry.com/2011/06/playbook-copy-files/

If not solving your issue, I think your other option will be:

1. using Bluetooth (if any) with slower transfer rate

2. upload your data on online shared folder

3. repair that broken USB port

good luck

• Edited by britishdhez Wednesday, February 11, 2015 6:14 AM

Thanks for all the information and suggestions.

Hi,

Was your issue resolved?

If no, please reply and tell us the current situation in order to provide further help.