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