Connecting 7100G to Windows XP

Hi,
I have a user with a 7100G.  When connecting to Desktop Manager no connection is found.  However, when using the Device Manager, the USB connection is reported as valid and the PIN number shows. Desktop manager is V4.5, no other changes have been made to the BB.  As this user is located remote from my office personal review is difficult.  Email works OK wirelessly, but we cannot sync the address book without a connection.  Any suggestions please, will be very welcome.
With thanks.

Hi,
Please specify the PC, Operating system if Vista 32 or 64 bit.
IS the USB cable plugged into a hub? It needs to be in a port.
Is the USB cable good? If plugged into the PC does it show as a flash drive in explorer?
In hardware manager are there any yellow flags for device conflicts?
When updated to 4.6 was the clean install procedure used?
 http://www.blackberry.com/btsc/search.do?cmd=displayKC&docType=kc&externalId=KB02206&sliceId=SAL_Pub...
Are the correct USB drivers installed for 4.6?
Blackberry USB and Modem Drivers ENG (DM4.6 B13)
File size: 16.988 MB
Date posted: 15-August-08
Download Software
Has the correct Microsoft BB driver been installed?
http://catalog.update.microsoft.com/v7/site/search.aspx?q=blackberry
Is power management turned on for the  ports?
Please let us know. Also, if this is a Vista PC there are some
installation considerations to be addressed.
Thanks
Message Edited by Bifocals on 10-19-2008 10:08 PM
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