Missing Mass Storage Device Driver  

Hello

I'm new to this forum and could really use some help.

I have just bought a new Blackberry Torch 9810 smartphone and when I connect it to my Toshiba C650 Laptop computer (operating Windows 7) (using the Blackberry Desktop software, the computer recognizes the phone is connected but I cannot import media from my phone to the computer.

I spoke with Blackberry Tech support for 2.5 hours who tried to find the Mass Storage Device driver and was unable to locate it.

Here is a copy of his email to me:





Hello Dana,

Thank you for contacting BlackBerry Customer Support.

I am following up on case number INC000023992200 which is currently open.

In regards to your issue with your BlackBerry's media card not being detected on your Windows 7 Toshiba laptop, we will need Toshiba to resolve an issue with your Mass Storage driver missing from your computer.

The BlackBerry torch 9810 uses standard windows drivers known as a "Mass Storage Device".
In our efforts to find this driver manually in your system, we have found that it is missing in your driver libraries.
While this may not effect any previous device that might currently have a Mass Storage driver in use (because they are already installed) this will effect any device that may need the driver reinstalled. (Such as your other BlackBerry)

Their are several forums with your laptop model having issues with various products (usb drives, external hard drives, etc) in relation to the product not being able to install due to the Mass Storage Driver that is missing from Windows.

We have tested on your Windows XP computer and it was able to detect and use your new phone with out an issue.
The Mass Storage Device was able to install without an issue.

Because the Mass Storage Drivers are included with Windows, they are not included with our software download.

In order to resolve this issue, you will need Toshiba to either install the missing Mass Storage Device driver, or, they will need to repair Windows.

If you have any questions or comments, feel free to contact us.

Thank you again for contacting us.

Sincerely,

Ken

BlackBerry Customer Support
Research In Motion Limited

I spoke with Toshiba who tells me that because it is a software issue, I should speak to Microsoft. I called Microsoft and they tell me that because the serial number of my software contains "OEM", then it is a toshiba issue.

Except for Blackberry trying to help, I have found nothing but walls.

Can someone help?

PS When I try to connect my Sony Walkman MP3 player, the computer wont recognize that it is connected.

Thanks

Sounds odd to me, but the first place I would start would be to download the chipset drivers for your computer, unzip them into a folder, and when asked where the driver is, point it to that folder...

Windows 7 will search through all the subfolders thoroughly for a driver... Hopefully it's in there...

If not, go to device manager, select the device that doesn't have the driver (mass storage...) and double click, or right click and select properties.....

Go to the details tab, and under hardware id's or under parent, look for the vendor & device ID's and copy them exactly for us to see what the device is...

It'll look something like this: PCI\VEN_8086&DEV_3A39&SUBSYS_3A398086&REV_00\3&2411e6fe&2&D2


GL