Important Information for Windows Users

  • For Windows users who have installed the BlackBag Driver Pack (Release 1) included in Mobilyze 2015 R1 (downloaded on or before 7/10/15) and BlackLight 2015 R2:

    We have discovered that some manufacturer drivers may interfere with other drivers that have not yet been activated. On Windows systems, many drivers do not complete the installation process until a device matching the driver is connected. Currently, one or both of the manufacturer ZTE drivers in the BlackBag Driver Pack (Release 1) may interfere with other drivers that have not completed a device-connected installation. If you are installing drivers from the BlackBag Driver Pack (Release 1), we recommend deselecting the ZTE drivers option. In response to discovering the above issue, we constructed a new BlackBag Driver Pack (Release 2) without the ZTE drivers and included it in the BlackLight 2015 R2.1 release, as well as with Mobilyze 2015 R1 (downloaded after 7/10/15). If you do wish to install ZTE drivers, we recommend downloading them directly from the manufacturer website.

    If you have installed ZTE drivers and are now experiencing a problem with connecting mobile devices, we recommend the following:

    Windows users without iTunes installed, acquiring an iOS device:

    1. Go to Control Panel. Select Programs and Features, then choose Uninstall a program.
    2. Uninstall the ZTE Handset USB Driver.
    3. Uninstall the ZTE 3GPhone USB Driver.
    4. Restart the Windows machine.
    5. Connect the iOS device.
    6. (For Windows 7) Click the Start menu and enter 'Device Manager' in the search box to find and open it; or, (for Windows 8) go to the Start menu screen, select the Search icon (top right corner) and enter 'Device Manager' in the search box to find and open it.
    7. In Device Manager, locate and expand Portable devices.
    8. Right-click the device name (Apple iPhone) and select Update Driver Software. This launches the Hardware Update Wizard.
    9. Select Browse my computer for driver software.
    10. Select Browse and locate the Apple Drivers folder or type the path C:\Program Files\Common Files\Apple\Mobile Device Support\Drivers.
    11. Choose Next to install the Apple driver.
    12. Windows should install the driver successfully, and Mobilyze/BlackLight will detect the iOS device for acquisition.

    Windows users with iTunes installed, acquiring an iOS device:

    1. Go to Control Panel. Select Programs and Features, then choose Uninstall a program.
    2. Uninstall the ZTE Handset USB Driver.
    3. Uninstall the ZTE 3GPhone USB Driver.
    4. Restart the Windows machine.
    5. Re-install iTunes.
    6. Connect the iOS device.
    7. Mobilyze/BlackLight should detect the iOS device for acquisition.

    Windows users acquiring an Android device:

    1. Go to Control Panel. Select Programs and Features, then choose Uninstall a program.
    2. Uninstall the ZTE Handset USB Driver.
    3. Uninstall the ZTE 3GPhone USB Driver.
    4. Restart the Windows machine.
    5. Connect the Android device.
    6. (For Windows 7) Click on the Start menu and enter 'Device Manager' in the search box to find and open it; or, (for Windows 8) go to the Start menu screen, select the Search icon (top right corner) and enter 'Device Manager' in the search box to find and open it.
    7. In Device Manager, locate and expand Portable devices.
    8. Right-click the device name (which is usually the model number, such as 'SCH-1605'), and select Update Driver Software. This launches the Hardware Update Wizard.
    9. Select Browse my computer for driver software.
    10. Select Browse and locate the BlackBag Android folder or type the path C:\Program Files (x86)\BlackBag\BlackBag Driver Pack\Android.
    11. Choose Next to locate and install the driver.
    12. Windows should install the driver successfully, and Mobilyze/BlackLight will detect the Android device for acquisition.