Unable to link to device

[JoatMon33]

We're having to upgrade firmware and load soft certificates to the devices. Most of the upgrades are a piece of cake. However, we have had a few fail at the certificate sync step. We receive the error:

"Unable to acquire link to device. Please ensure that mass storage mode is not currently enabled on your device and that your device is unlocked, then try again."

Funny! The device is connected because the PIN is reflected in the DT Manager after I put in the device's password.

Does anyone know how to get the certs loaded to these devices? Thanks!

[JoatMon33]

We've only noticed this problem with the older 8820 devices.

[Noodle22]

I have to ask, but do you have mass storage mode enabled?

You also might want to ask a mod to move this to the BES admin area of the forum, the general area gets many questions that will most likely bury your question.

[JoatMon33]

Yes. We have turned it off and disabled it. We've even used a different comptuer to update the firmware that didn't have the Media support installed, but we still get the same error.

As for moving it, how would i ask a mod to move it? Thanks

[Noodle22]

They are the ones who's names show in blue, pm one of them and ask :)

[JoatMon33]

Noodle22, I'm new to this whole thing. Where would I look to find the PM?