Blackberry Troubleshooting
Applications Not Working After Software Upgrade

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Try the following actions to resolve the issue. If the issue persists, proceed to the next troubleshooting step.

Try to reproduce the problem

Begin by trying to think if the problem started when you installed a third-party application and if the issue started after you installed the application.

If you are not sure, think about when the issue started. Use this information to determine if a third-party application was installed around the time the issue began. This helps determine which third-party application might be causing the issue.

To determine the installation date of a third-party application, complete the following steps:

  1. On the Home screen, click Options.
  2. Click Applications.
  3. In the Applications field, select Third Party.
  4. Click a third-party application.
  5. View Installed for the installation date.

Turn the BlackBerry smartphone on in safe mode

Start the BlackBerry smartphone in safe mode to prevent third-party applications from running automatically. Safe mode permits you to troubleshoot or remove any unwanted applications.

To turn a BlackBerry smartphone on in safe mode, complete the following steps:

  1. Remove and reinsert the battery.
  2. When the red LED light goes out, press and hold the Escape key as the BlackBerry smartphone is loading.
  3. When the dialog box appears, click OK.

Note: When safe mode is on, a safe mode indicator appears in the Status section of the Home screen. To turn off safe mode, remove and reinsert the battery.

Remove the third-party applications

Remove the third-party application that is causing the issue, and then test to see if the issue is corrected. There are three ways to remove third-party applications:

Note: You can also use the My World screen to delete third-party applications from your BlackBerry smartphone. For more information about using the My World screen, visit www.blackberry.com/appworld or mobile.blackberry.com.

Delete third-party applications using the Options section

To remove a third-party application using the BlackBerry Desktop Manager, complete the following steps:

  1. On the Home screen, click Options.
  2. Click Applications. This provides a listing of all third-party applications that have been downloaded to the BlackBerry smartphone.
    Note: Depending on the version of BlackBerry Device Software, this might be located here: Advanced Options > Applications.
  3. Highlight the application you want to delete.
  4. Press the Menu key.
  5. Click Delete.
  6. If you are asked to restart, click Yes.

Delete third-party applications from the Home screen on the BlackBerry smartphone

To remove a third-party application using the BlackBerry Desktop Manager, complete the following steps:

  1. On the Home screen, highlight the icon of the application you want to remove.
    Note: If the application icon is not on the Home screen, the application may be located in the Applications folder.

  2. Press the Menu key.
  3. Select Delete.
  4. Verify the application is removed; on the Home screen, select Options.
  5. Click Applications.
  6. Verify that the application is no longer listed.
    Note: Depending on the version of the BlackBerry Device Software, this might be located here: Advanced Options > Applications.

Delete a third-party application using BlackBerry Desktop Manager

To remove a third-party application using the BlackBerry Desktop Manager, complete the following steps:

  1. Connect the BlackBerry smartphone to the computer.
  2. Open the BlackBerry Desktop Manager.
  3. Click Application Loader.
  4. In Add/Remove Applications, click Start.
  5. If necessary, perform the following actions:
  6. If the Device Security Password dialog box appears, type your device password. Click Next.
  7. If the Communication Port Selection dialog box appears, specify a communications port. Click Next.
  8. Perform one of the following actions:
    • To delete an application from your BlackBerry smartphone, clear the check box beside the application.
    • To delete an application from your BlackBerry smartphone and the BlackBerry Desktop Software, click the application. Click Delete.
  9. Click Next.
  10. Click Finish.

Perform a hard reset

A hard reset is similar to restarting a computer that stops responding. A hard reset closes all running BlackBerry applications, restarts the BlackBerry smartphone operating system, and restarts the hardware components of the BlackBerry smartphone, including the wireless transceiver.

Note: A hard reset does not delete any settings or data on the BlackBerry smartphone.

To perform a hard reset, complete the following steps:

  1. Turn the BlackBerry smartphone off.
  2. Remove the battery.
  3. Reinsert the battery.
  4. Wait for the BlackBerry smartphone to turn on.

Note: If the issue returns after performing a hard reset, then contact technical support for further investigation.

Update the BlackBerry Device Software

You can download the latest version of Blackberry Device Software from www.blackberry.com/update. Follow the instructions on the screen to download the latest version currently available from your wireless service provider.

If this issue is still not resolved, follow your wireless service provider's procedures to service or return the BlackBerry smartphone.

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