Blackberry Troubleshooting
Navigation Keys Not Responding

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

Try to duplicate the issue

Validate that you understand the symptoms that you are experiencing. For example, practice using, moving, and navigating using the trackball or trackpad to duplicate the experience.

Perform a keypad test

  1. Open the MemoPad application.
  2. In the body of the memo, press each keyboard key three times consecutively to make sure the correct character appears on the screen. Pay attention to the feel and responsiveness of each key.
  3. Type "The quick brown fox jumps over the lazy dog." While typing, pay attention to the feel and responsiveness of each key.
  4. Test each of the navigation keys and pay attention to the feel and responsiveness of each key.

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. 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.


Blackberry Smartphone Inspection Checklist

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