This site will guide you through some of the more common problems and their resolutions with the Blackberry handsets.
Applications
Audio
Battery
Bluetooth
Charging
Display
Error Messages
Freezing / Crashing
Power
Reception
Ringer
Software
Trackball / Trackpad / Keyboard
Applications
Applications Not Working After Software Upgrade
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:
On the Home screen, click Options.
Click Applications.
In the Applications field, select Third Party.
Click a third-party application.
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:
Remove and reinsert the battery.
When the red LED light goes out, press and hold the Escape key as the BlackBerry smartphone is loading.
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:
Delete third-party applications using the Options section on the BlackBerry smartphone.
Delete third-party applications from the Home screen on the BlackBerry smartphone.
Delete a third-party application using BlackBerry Desktop Manager.
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:
On the Home screen, click Options.
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.
Highlight the application you want to delete.
Press the Menu key.
Click Delete.
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:
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.
Press the Menu key.
Select Delete.
Verify the application is removed; on the Home screen, select Options.
Click Applications.
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:
Connect the BlackBerry smartphone to the computer.
Open the BlackBerry Desktop Manager.
Click Application Loader.
In Add/Remove Applications, click Start.
If necessary, perform the following actions:
If the Device Security Password dialog box appears, type your device password. Click Next.
If the Communication Port Selection dialog box appears, specify a communications port. Click Next.
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.
Click Next.
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:
Turn the BlackBerry smartphone off.
Remove the battery.
Reinsert the battery.
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.
Installing and Uninstalling Applications
Depending on your wireless service provider and region, you might have the option to add or update applications in one of the following ways:
Using the BlackBerry App World storefront
Using the BlackBerry ® Desktop Software
Using the Application Center
You might also be able to download applications from a web page (by visiting mobile.blackberry.com from the BlackBerry ® smartphone), or from an application offered by your wireless service provider.
Installing applications using BlackBerry App World storefront
You must be logged in to the BlackBerry App World storefront with a BlackBerry ® ID before you can download or install items.
Click an application.
Press the Menu key > Download or Buy Now.
You can find and open downloaded items on the BlackBerry App World storefront My World screen. You can also find downloaded items on the Home screen of the BlackBerry smartphone, or in one of the following folders on the Home screen of the BlackBerry smartphone: Downloads, Games, Applications, or Instant Messaging.
Note: A BlackBerry ID gives you convenient access to multiple BlackBerry products, including BlackBerry ® Protect and BlackBerry App World. After you create a BlackBerry ID, you can use a single email address and password to log in to any BlackBerry product that supports BlackBerry ID.
Installing applications using BlackBerry Desktop Software
BlackBerry Desktop Manager 5.0.1
Connect the BlackBerry smartphone to the computer.
Open the BlackBerry ® Desktop Manager.
Click Application Loader.
Click Start in Add/Remove Applications or Update Software.
If necessary, perform the following actions:
If the Device Security Password dialog box appears, type your device password. Click Next.
If the Communication Port Selection dialog box appears, specify a communications port. Click Next.
Click Next.
Perform any of the following actions:
To add an application that appears in the list, select the check box beside the application.
To add an application that does not appear in the list, click Browse. Double-click an application loader (.alx or .ali) file.
Click Next.
Click Finish.
BlackBerry Desktop Software 6.0
When you connect your BlackBerry smartphone to a computer, your BlackBerry smartphone is scanned and the applications are listed in the Applications pane.
Connect the BlackBerry smartphone to the computer.
In the BlackBerry Desktop Software, click Applications.
When your device applications are listed, do any of the following:
To update an application, click the + icon beside the name of the application.
To delete an application, click the x icon beside the name of the application.
To install an application file (.alx) that is saved on your computer, click Import files to browse to it.
In the Application Summary pane, review your changes.
Click Apply.
Installing applications using the Application Center
If you have the Application Center on your device, you can add, update, or return to the previous version of a select number of applications that are hosted by your wireless service provider. Depending on your wireless service provider, this feature might not be available.
Uninstalling applications
There are three ways for you to uninstall an application:
Using the Options section on the BlackBerry smartphone
From the Home screen on the BlackBerry smartphone
Using BlackBerry Desktop Manager
Note: You can also use the BlackBerry App World storefront to delete third-party applications from you BlackBerry smartphone. For more information about using the BlackBerry App World storefront, visit www.blackberry.com/appworld or mobile.blackberry.com.
Uninstall applications using the Options section
To remove a third-party application using the BlackBerry Desktop Manager, complete the following steps:
On the Home screen, click Options.
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.
Highlight the application you want to delete.
Press the Menu key.
Click Delete.
If you are asked to restart, click Yes.
Uninstall applications from the Home screen on the BlackBerry smartphone
To remove a third-party application using the BlackBerry Desktop Manager, complete the following steps:
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.
Press the Menu key.
Select Delete.
Verify the application is removed; on the Home screen, select Options.
Click Applications.
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
Uninstall applications using BlackBerry Desktop Manager
BlackBerry Desktop Manager 5.0.1
Connect the BlackBerry smartphone to the computer.
Open the BlackBerry Desktop Manager.
Click Application Loader.
In Add/Remove Applications, click Start.
If necessary, perform the following actions:
If the Device Security Password dialog box appears, type your device password. Click Next.
If the Communication Port Selection dialog box appears, specify a communications port. Click Next.
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.
Click Next.
Click Finish.
BlackBerry Desktop Software 6.0
When you connect your BlackBerry smartphone to a computer, your BlackBerry smartphone is scanned and the applications are listed in the Applications pane.
Connect the BlackBerry smartphone to the computer.
In the BlackBerry Desktop Software, click Applications.
When your device applications are listed, do any of the following:
To update an application, click the + icon beside the name of the application.
To delete an application, click the x icon beside the name of the application.
To install an application file (.alx) that is saved on your computer, click Import files to browse to it.
In the Application Summary pane, review your changes.
Click Apply.
Closing Applications
lose applications
Applications left running in the background continue to use memory and battery power.
To optimize the performance of the BlackBerry smartphone, you should close applications when finished with them.
Also, if there is not enough memory or the battery is low, a third-party application might not function as expected.
To view all the currently open applications, press ALT + Escape key (this is similar to using ALT + Tab on a computer).
To close an open application, complete the following steps:
Press the Menu Key.
Click Close.
Press the Escape key. If necessary, continue to press the Escape key until the Home screen appears.
Memory Usage
When downloading applications from the BlackBerry App World storefront, you might see a message saying they do not have sufficient memory on your BlackBerry smartphone.
If you proceed with the download and installation of the third-party application, it might not perform as expected.
You must remove or archive items to free enough memory for the third-party application to work correctly.
Maximize flash memory
You can keep the BlackBerry smartphone operating at peak efficiency by maximizing the available flash memory. Increase the amount of memory available on your BlackBerry smartphones by completing the following tasks:
Add a media card
Delete unused languages
Delete call logs
Delete sample video
Clear Cache and Cookies in Browser
Remove rarely used applications
Delete old data
Add a media card
You can add memory to a BlackBerry smartphone by inserting a media card to extend the memory available and storing media files such as videos, ring tones, pictures, or songs.
Delete unused languages
Deleting unused languages is highly recommended because it significantly increases the amount of available flash memory.
To delete unused Languages, complete the following steps:
On the Home screen, click Setup Wizard.
Click Languages.
Select the language that you want to use on the BlackBerry smartphone, and click Next.
Note: The BlackBerry smartphone deletes all languages not selected.
Delete call logs
To delete call logs, complete the following steps:
On the Home screen, click Messages
Press the Menu key.
Click View Folder.
Click Phone Call Logs.
Scroll to the top date and highlight it.
Press the Menu key.
Click Delete Prior.
Delete sample video
To delete sample video, complete the following steps:
Go to Options > Advanced Options > Applications.
Highlight Blackberry Sample Video.
Press the Menu key.
Click Delete.
Clear the cache and delete cookies
To clear the cache and delete cookies in the Browser, complete the following steps:
On the Home screen, click Browser
Press the Menu Key
Click Options > Cache Operations.
Click Clear History.
Under Pushed Content, click Clear.
Under Cookie Cache, click Clear.
Remove rarely used applications
To remove rarely used applications from the BlackBerry smartphone, complete the following steps.
On the Home screen, click Options.
Click Advanced Options.
Click Applications.
Highlight the application
Press the Menu key.
Click Delete.
Delete old data
You can manually delete old and unused items, and also set the BlackBerry smartphone to delete old items as part of its regular maintenance.
Delete MMS messages that are no longer needed. MMS messages can contain large media files that cannot be stored on a media card. If you do not want to delete the media files in an MMS message, open the MMS message and save the media files on the media card before you delete the MMS message.
Change the Keep Messages setting on the BlackBerry smartphone to reduce the number of old messages using flash memory.
To delete an MMS message, complete the flowing steps:
In Messages, click an MMS message.
Press the Menu key.
Click Delete.
To save an MMS message on a media card, complete the following steps:
In an MMS message, press the Menu key.
Click one of the following menu items:
Save Image
Save Audio
Save Ring tone
Save Video
Save Voice Note
To change the Keep Messages setting, complete the following steps:
In Messages, press the Menu key.
Click Options.
Click General Options.
Set the Keep Messages field.
Press the Menu key.
Click Save.
Third-party Applications
Ideally, you should only install third-party applications from trusted sources, such as BlackBerry App World. Other third-party applications might cause issues on a BlackBerry smartphone.
In the following cases you should refer to your organisation's IT administrator or the third party application:
If the IT administrator at your organization loads third-party applications or if the IT administrator disables third-party application downloads or their operation on the BlackBerry smartphone using an IT policy.
If the third-party application is not functioning as designed. Most application vendors provide a Contact Support button at the bottom of the application details screen in BlackBerry App World.
BlackBerry App World
You can download and install applications using BlackBerry App World. If have questions about how to use BlackBerry App World please go to www.blackberry.com/appworld or mobile.blackberry.com to access the BlackBerry App World help and available reference guides.
Download location
If you do not know where the download location is on the BlackBerry smartphone, you might think the BlackBerry smartphone is not functioning correctly.
Verify that the third-party application is located in the appropriate location. If you do not know where the download location is, then you can locate third-party applications.
To verify that a third-party application is downloaded, complete the following steps:
On the Home screen, click Downloads.
Verify that the third-party application appears. You can then move the application to the Home screen or another folder to enable fast access.
Note: You can find and open downloaded items on the BlackBerry App World storefront My World screen. You can also find downloaded items on the Home screen of the BlackBerry smartphone, or in one of the following folders on the Home screen of the BlackBerry smartphone: Downloads, Games, Applications, or Instant Messaging.
Audio
Low Volume
Try the following actions to resolve the issue. If the issue persists, proceed to the next troubleshooting step.
Try to duplicate the problem
Validate that you understand the symptoms being experiencing. For example, play a ring tone. While the ring tone is playing, change volume and audio settings to make sure the audio is functioning. Use the audio keys on the side of the BlackBerry ® smartphone to raise and lower the volume. Attempt a test call to check that the volume settings are functional.
Check audio settings
Check the volume settings for ring tones and notifications and adjust as necessary.
You can also increase the default volume for calls. The higher the volume percentage, the louder the volume. To change the default volume for calls, complete the following steps:
For BlackBerry ® Device Software 4.5 to 5.0
In the phone application, press the Menu key.
Click Options.
Click General Options.
Change the Default Call Volume field.
Press the Menu key.
Click Save.
For BlackBerry Device Software 6.0
In the phone application, press the Menu key.
Click Options.
Click In-call Settings.
Change the Default Call Volume field.
Press the Menu key.
Click Save.
Test any accessories
If you use an accessory when you experience the audio issue, remove the accessory, and then test the BlackBerry smartphone volume settings. Accessories might include one of the following:
Wired headset
Bluetooth headset
Hands-free Bluetooth car kit
If the issue occurs only when using an accessory, the issue might be with the accessory and not the BlackBerry smartphone. If the accessory is not an approved BlackBerry accessory, then speak to the manufacturer for further technical support.
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:
Turn the BlackBerry smartphone off.
Remove the battery.
Reinsert the battery.
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 the problem persists, follow your wireless service provider's procedures to service or return the BlackBerry smartphone.
No Volume
Try the following actions to resolve the issue. If the issue persists, proceed to the next troubleshooting step.
Confirm that ring tone and volume settings are active
Confirm that the BlackBerry smartphone audio settings are not set to Silent, All Alerts Off, or Vibrate Only. To confirm audio settings, complete the following steps:
From the Home screen, click the Sounds icon (this may also be called the Profiles icon).
Select the Normal profile.
Change the volume settings and make sure that the volume is set to higher volume.
Press the Menu key and click Save.
Make sure that Do not disturb is disabled
Verify that Do not disturb is disabled.
From the main screen, select Sounds (or Profiles).
Select Advanced.
Select Active.
Select Phone.
Make sure that Do not disturb is set to No.
Test any accessories
If you use an accessory when you experience the audio issue, remove the accessory, and then test the BlackBerry smartphone volume settings. Accessories might include one of the following:
Wired headset
Bluetooth headset
Hands-free Bluetooth car kit
If the issue occurs only when using an accessory, the issue might be with the accessory and not the BlackBerry smartphone. If the accessory is not an approved BlackBerry accessory, then speak to the manufacturer for further technical support.
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:
Turn the BlackBerry smartphone off.
Remove the battery.
Reinsert the battery.
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 the problem persists, follow your wireless service provider's procedures to service or return the BlackBerry smartphone.
Speaker Not Working
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 being experiencing. For example, play a ring tone. While the ring tone is playing, change volume and audio settings to make sure the speaker is functioning. Use the audio keys on the side of the BlackBerry smartphone to raise and lower the volume.
Check audio settings
Check the volume settings and adjust as necessary.
You can also increase the default volume for calls. The higher the volume percentage, the louder the volume. To change the default volume for calls, complete the following steps:
For BlackBerry Device Software 4.5 to 5.0
In the phone application, press the Menu key.
Click Options.
Click General Options.
Change the Default Call Volume field.
Press the Menu key.
Click Save.
For BlackBerry Device Software 6.0
In the phone application, press the Menu key.
Click Options.
Click In-call Settings.
Change the Default Call Volume field.
Press the Menu key.
Click Save.
Test any accessories
If you use an accessory when you experience the audio issue, remove the accessory, and then test the BlackBerry smartphone volume settings. Accessories might include one of the following:
Wired headset
Bluetooth headset
Hands-free Bluetooth car kit
If the issue occurs only when using an accessory, the issue might be with the accessory and not the BlackBerry smartphone. If the accessory is not an approved BlackBerry accessory, then speak to the manufacturer for further technical support.
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:
Turn the BlackBerry smartphone off.
Remove the battery.
Reinsert the battery.
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 the problem persists, follow your wireless service provider's procedures to service or return the BlackBerry smartphone.
One Way Audio - I can't hear caller or they can't hear me
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 being experienced. For example, play a ring tone. While the ring tone is playing, change volume and audio settings to make sure the speaker and microphone are functioning. Make a phone call using the BlackBerry smartphone and test the ability to hear the caller. Use the audio keys on the side of the BlackBerry smartphone to raise and lower the volume.
Inspect the earpiece jack
Check to see whether an earbud or stereo headset is used with the BlackBerry smartphone. A part may be dislodged in the earpiece jack, causing the audio problem.
Check audio settings
Check the volume settings and adjust as necessary.
You can also increase the default volume for calls. The higher the volume percentage, the louder the volume. To change the default volume for calls, complete the following steps:
For BlackBerry Device Software 4.5 to 5.0
In the phone application, press the Menu key.
Click Options.
Click General Options.
Change the Default Call Volume field.
Press the Menu key.
Click Save.
For BlackBerry Device Software 6.0
In the phone application, press the Menu key.
Click Options.
Click In-call Settings.
Change the Default Call Volume field.
Press the Menu key.
Click Save.
Turn off Bluetooth technology and remove Bluetooth accessories
Remove any Bluetooth accessories.
To turn off Bluetooth technology, On the Home screen, click the connections area at the top of the screen, or click the Manage Connections icon. Clear the Bluetooth check box.
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:
Turn the BlackBerry smartphone off.
Remove the battery.
Reinsert the battery.
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 the problem persists, follow your wireless service provider's procedures to service or return the BlackBerry smartphone.
Distorted Audio
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 being experienced. For example, make a phone call or play a ring tone. While the ring tone is playing, change volume and audio settings to make sure the speaker and microphone are functioning. Use the audio keys on the side of the BlackBerry smartphone to raise and lower the volume.
Check audio settings
Check the volume settings and adjust as necessary.
You can also increase the default volume for calls. The higher the volume percentage, the louder the volume. To change the default volume for calls, complete the following steps:
For BlackBerry Device Software 4.5 to 5.0
In the phone application, press the Menu key.
Click Options.
Click General Options.
Change the Default Call Volume field.
Press the Menu key.
Click Save.
For BlackBerry Device Software 6.0
In the phone application, press the Menu key.
Click Options.
Click In-call Settings.
Change the Default Call Volume field.
Press the Menu key.
Click Save.
Test any accessories
If you were using an accessory when you experienced the audio issue, remove the accessory, and then test the BlackBerry smartphone speaker. Accessories might include one of the following:
Wired headset
Bluetooth headset
Hands-free Bluetooth car kit
If the issue occurs only when using an accessory, the issue might be with the accessory and not the BlackBerry smartphone. If the accessory is not an approved BlackBerry accessory, contact the manufacturer for further technical support.
Inspect the earpiece jack
Check to see whether an earbud or stereo headset is used with the BlackBerry smartphone. A part may be dislodged in the earpiece jack, causing the audio problem.
Improve sound quality for all calls
Note: You cannot change sound quality when you are using a Bluetooth ® enabled headset.
To improve sound quality, complete the following steps:
In the phone application, press the Menu key.
Click Options.
Click Enhanced Audio.
Change the Phone Call Audio or Headset Call Audio fields.
Press the Menu key.
Click Save.
Check the signal strength
You might experience issues with voice quality if you have low or intermittent signal strength. The signal strength of a BlackBerry smartphone should be between ?40 and ?100 dBms.
To check the signal strength of a BlackBerry smartphone, complete the following steps:
On the Home screen, click Options.
Click Status.
Check the signal value. The value should be between ?40 and ?100 dBms.
Note: You can press and hold the Alt key, and then type "nmll" to change the signal indicator bars to the numerical value. Repeat this step to again display the signal strength bars.
If the signal strength is good, think where you were when you experienced the issue and if you noticed if the signal strength was low. In areas where signal strength weakens and causes the signal to become blocked by tall buildings, terrain, landscape, and physical distance, moving to an open area might help improve the voice quality.
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:
Turn the BlackBerry smartphone off.
Remove the battery.
Reinsert the battery.
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 the problem persists, follow your wireless service provider's procedures to service or return the BlackBerry smartphone.
Headset Not Working
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 being experienced. For example, make a phone call and change volume and audio settings to make sure the Bluetooth headset is functioning. Use the audio keys on the side of the BlackBerry smartphone to raise and lower the volume.
Verify that the Bluetooth headset is paired with the BlackBerry smartphone
You must pair a BlackBerry smartphone with a Bluetooth enabled device before you can connect to it. For more information about preparing the Bluetooth enabled device for pairing, see the documentation that came with the Bluetooth enabled device.
Pair BlackBerry smartphone with a Bluetooth enabled device
On the Home screen, click the connections area at the top of the screen, or click the Manage Connections icon.
Click Bluetooth Options > Add New Device > Search.
Click a Bluetooth enabled device.
If necessary, do one of the following:
If the Bluetooth enabled device does not have a keyboard (for example, a wireless headset), on your BlackBerry device, type the pairing passkey that either appears on the Bluetooth enabled device or is provided in the documentation that came with the Bluetooth enabled device. The passkey is most often a numeric or alphanumeric code. Note: 0000 is often a common default passkey for Bluetooth devices.
If the Bluetooth enabled device has a keyboard (for example, a laptop), type a pairing passkey of your choice on both devices.
Verify that the Bluetooth device is set as a trusted connection
You might experience issues if the Bluetooth device that is paired with the BlackBerry smartphone is not set as a trusted connection in the BlackBerry smartphone properties.
From the BlackBerry smartphone home screen, select the Options icon.
Select Bluetooth.
Highlight the Bluetooth paired device in the list that is experiencing this issue and press the Menu key.
Select Device Properties.
Set Trusted to Yes.
Test the Bluetooth headset
Remove the Bluetooth headset, and then test the audio functions. If the issue occurs only when using the Bluetooth headset, the issue might be with the headset and not the BlackBerry smartphone. In this case, contact the Bluetooth headset manufacturer for further technical support.
Inspect the earpiece jack
Inspect the earpiece jack for any damage. A part may have become dislodged in the earpiece jack, causing the audio problem.
Check audio settings
Check the volume settings and adjust as necessary.
You can also increase the default volume for calls. The higher the volume percentage, the louder the volume. To change the default volume for calls, complete the following steps:
For BlackBerry Device Software 4.5 to 5.0
In the phone application, press the Menu key.
Click Options.
Click General Options.
Change the Default Call Volume field.
Press the Menu key.
Click Save.
For BlackBerry Device Software 6.0
In the phone application, press the Menu key.
Click Options.
Click In-call Settings.
Change the Default Call Volume field.
Press the Menu key.
Click Save.
Improve sound quality for all calls
Note: You cannot change sound quality when you are using a Bluetooth ® enabled headset.
To improve sound quality, complete the following steps:
In the phone application, press the Menu key.
Click Options.
Click Enhanced Audio.
Change the Phone Call Audio or Headset Call Audio fields.
Press the Menu key.
Click Save.
Check the signal strength
You might experience issues with voice quality if you have low or intermittent signal strength. The signal strength of a BlackBerry smartphone should be between ?40 and ?100 dBms.
To check the signal strength of a BlackBerry smartphone, complete the following steps:
On the Home screen, click Options.
Click Status.
Check the Signal value. The value should be between ?40 and ?100.
Note: You can press and hold the Alt key, and then type "nmll" to change the signal indicator bars to the numerical value. Repeat this step to again display the signal strength bars.
If the signal strength is good, think where you were when you experienced the issue and if you noticed if the signal strength was low. In areas where signal strength weakens and causes the signal to become blocked by tall buildings, terrain, landscape, and physical distance, moving to an open area might help improve the voice quality.
Perform a Hard Reset
A hard reset is similar to restarting a computer that has stopped 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 will not delete any settings or data on the BlackBerry smartphone.
To perform a hard reset, complete the following steps:
Turn the BlackBerry smartphone off.
Remove the battery.
Re-insert the battery.
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 the problem persists, follow your wireless service provider's procedures to service or return the BlackBerry smartphone.
Bluetooth Headset Not Working
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 being experienced. For example, make a phone call and change volume and audio settings to make sure the Bluetooth headset is functioning. Use the audio keys on the side of the BlackBerry smartphone to raise and lower the volume.
Verify that the Bluetooth headset is paired with the BlackBerry smartphone
You must pair a BlackBerry smartphone with a Bluetooth enabled device before you can connect to it. For more information about preparing the Bluetooth enabled device for pairing, see the documentation that came with the Bluetooth enabled device.
Pair BlackBerry smartphone with a Bluetooth enabled device
On the Home screen, click the connections area at the top of the screen, or click the Manage Connections icon.
Click Bluetooth Options > Add New Device > Search.
Click a Bluetooth enabled device.
If necessary, do one of the following:
If the Bluetooth enabled device does not have a keyboard (for example, a wireless headset), on your BlackBerry device, type the pairing passkey that either appears on the Bluetooth enabled device or is provided in the documentation that came with the Bluetooth enabled device. The passkey is most often a numeric or alphanumeric code. Note: 0000 is often a common default passkey for Bluetooth devices.
If the Bluetooth enabled device has a keyboard (for example, a laptop), type a pairing passkey of your choice on both devices.
Verify that the Bluetooth device is set as a trusted connection
You might experience issues if the Bluetooth device that is paired with the BlackBerry smartphone is not set as a trusted connection in the BlackBerry smartphone properties.
From the BlackBerry smartphone home screen, select the Options icon.
Select Bluetooth.
Highlight the Bluetooth paired device in the list that is experiencing this issue and press the Menu key.
Select Device Properties.
Set Trusted to Yes.
Test the Bluetooth headset
Remove the Bluetooth headset, and then test the audio functions. If the issue occurs only when using the Bluetooth headset, the issue might be with the headset and not the BlackBerry smartphone. In this case, contact the Bluetooth headset manufacturer for further technical support.
Inspect the earpiece jack
Inspect the earpiece jack for any damage. A part may have become dislodged in the earpiece jack, causing the audio problem.
Check audio settings
Check the volume settings and adjust as necessary.
You can also increase the default volume for calls. The higher the volume percentage, the louder the volume. To change the default volume for calls, complete the following steps:
For BlackBerry Device Software 4.5 to 5.0
In the phone application, press the Menu key.
Click Options.
Click General Options.
Change the Default Call Volume field.
Press the Menu key.
Click Save.
For BlackBerry Device Software 6.0
In the phone application, press the Menu key.
Click Options.
Click In-call Settings.
Change the Default Call Volume field.
Press the Menu key.
Click Save.
Improve sound quality for all calls
Note: You cannot change sound quality when you are using a Bluetooth ® enabled headset.
To improve sound quality, complete the following steps:
In the phone application, press the Menu key.
Click Options.
Click Enhanced Audio.
Change the Phone Call Audio or Headset Call Audio fields.
Press the Menu key.
Click Save.
Check the signal strength
You might experience issues with voice quality if you have low or intermittent signal strength. The signal strength of a BlackBerry smartphone should be between ?40 and ?100 dBms.
To check the signal strength of a BlackBerry smartphone, complete the following steps:
On the Home screen, click Options.
Click Status.
Check the Signal value. The value should be between ?40 and ?100.
Note: You can press and hold the Alt key, and then type "nmll" to change the signal indicator bars to the numerical value. Repeat this step to again display the signal strength bars.
If the signal strength is good, think where you were when you experienced the issue and if you noticed if the signal strength was low. In areas where signal strength weakens and causes the signal to become blocked by tall buildings, terrain, landscape, and physical distance, moving to an open area might help improve the voice quality.
Perform a Hard Reset
A hard reset is similar to restarting a computer that has stopped 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 will not delete any settings or data on the BlackBerry smartphone.
To perform a hard reset, complete the following steps:
Turn the BlackBerry smartphone off.
Remove the battery.
Re-insert the battery.
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 the problem persists, follow your wireless service provider's procedures to service or return the BlackBerry smartphone.
Battery
Charging Times
Charge times will depend on the BlackBerry® smartphone being charged and what power source is charging it. BlackBerry smartphones come with lithium-ion batteries, which should be kept topped up regularly. Many factors affect the length of time the battery can operate before recharging, such as the amount it is used, the applications that are running, the brightness of the screen and even the volume of the ringer.
When the BlackBerry smartphone is plugged into a computer with the correct USB drivers installed, it will charge approximately five times faster than when plugged into a computer without the correct drivers installed.
A travel charger charges a BlackBerry smartphone at a rate equivalent to or higher than a computer with the appropriate USB drivers installed. Using a travel charger that is plugged into a wall is the fastest way to charge a BlackBerry smartphone.
It is important to charge each BlackBerry battery with the correct charger. Each travel charger for a BlackBerry smartphone is designed to charge a specific type of BlackBerry battery. For example, only charge C-Series batteries with the BlackBerry C-Series Battery Charger.
The front label on the battery displays a letter (such as "C-") and the battery model number. This will help make sure you are using the correct battery type with the correct travel charger for a BlackBerry smartphone.
How to maximize battery life
See Maximizing Battery Performance topic
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.
Industry standard smartphone charging recommendations
Recharge according to usage pattern to maximize battery life.
Recharge the battery every 18 hours if you
Read/send more than 100 emails, BlackBerry® Instant Messenger messages or text messages per day
Talk for more than 50 minutes per day
Browse the Internet, use an application or play a game for more than 10 minutes per day
Recharge the battery every 24 hours if you:
Read/send 50-99 emails, BlackBerry Instant Messenger messages or text messages per day
Talk for 20-50 minutes per day
Browse the Internet, use an application or play a game for 5-10 minutes per day
Recharge the battery every 36 hours if you:
Read/send less than 50 emails, BlackBerry Instant Messenger messages or text messages per day
Talk, for less than 20 minutes per day
Browse the Internet, use an application or play a game for less than 5 minutes per day
Using and caring for BlackBerry smartphone batteries
Charge the BlackBerry smartphone using only the charging accessories and lithium-ion battery specified for use with your particular BlackBerry smartphone model.
Do not use counterfeit battery packs on BlackBerry smartphones.
Do not expose the battery pack to extreme temperatures during operation.
To optimize the energy and cycle life of the battery, it is best to charge the battery as often as possible.
Batteries are meant to be easily inserted into the BlackBerry smartphone or chargers in only one way. Do not force the battery into the BlackBerry smartphone as this may cause permanent mechanical damage. If the battery appears to require excessive force to insert into a BlackBerry smartphone or external charger, please check that it is not being inserted the wrong way.
Do not expose the battery pack to liquid.
Battery power indicator
The battery power indicator displays the amount of power remaining in the battery.
When the battery is charging, a power symbol appears next to the battery indicator.
At 20% power remaining, the BlackBerry smartphone displays an amber battery indicator.
At 10% power remaining, the BlackBerry smartphone displays a red battery indicator
LED Indicator
The LED on a travel charger for a BlackBerry smartphone displays different colors to indicate the status of the battery.
LED color description
Off
No battery is inserted for charging
Amber
A battery is inserted and charging
Green
A battery is inserted and charged
Flashing Red
The travelcharger for a BlackBerry smartphone is operating above normal operatingtemperature. The battery is not charging.
Important: Unplug the travelcharger for a BlackBerry smartphone for 10-20 minutes and then resumecharging. Make sure that the voltage of the wall outlet matches the voltagestipulated by the travel charger for the BlackBerry smartphone.
Solid Red
The travelcharger for a BlackBerry smartphone does not recognize the battery or anothercharging error has occurred.
Does Not Hold Charge
Try the following actions to resolve the issue. If the issue persists, proceed to the next troubleshooting step.
It is actually the BlackBerry smartphone battery that holds the charge. If the BlackBerry smartphone is not functioning as it should in terms of power, the battery could be causing the issue.
Check the battery or charging accessory
Make sure that you are using an approved BlackBerry wall charger, battery, and USB charging cable. Other brands of charging accessories may have different voltage parameters and could cause charging issues when used with a BlackBerry smartphone.
Confirm that you have been charging the battery correctly for 2-3 hours at a time with a functioning BlackBerry charger.
Connect the BlackBerry smartphone to a BlackBerry wall charger and check to see if the charging icon appears on the screen for at least 10 seconds.
Try another fully charged battery, USB cable, or wall charger
If the BlackBerry smartphone charges when using a different battery or wall charger, the issue most likely lies with the battery or charging accessory. A replacement battery, charger, or USB cable may well resolve the issue.
Low battery indicators
The BlackBerry smartphone continuously monitors the battery voltage level, and shuts down automatically if the voltage drops below the specified minimum level.
When a BlackBerry smartphone battery drops below specified power levels the following occurs:
At 15% power remaining, the BlackBerry smartphone beeps and the LED flashes amber.
At 10% power remaining, the BlackBerry smartphone displays a red power symbol
At 5% power remaining, the BlackBerry smartphone beeps and displays a message indicating the battery is too low for radio use. The radio is automatically turned off.
At 0% power, the BlackBerry smartphone beeps and displays a message indicating that the battery is drained and turns off automatically.
The LED of a BlackBerry smartphone which has turned off due to a low battery slowly flashes amber when connected to a charger.
A BlackBerry smartphone enters deep sleep mode if it has turned off due to a drained battery and left in this state for a long time.
If a dead battery is inserted into a BlackBerry smartphone, the red LED might turn on for up to 2 minutes. A dead battery still has some power, but not enough to perform any functions on the BlackBerry smartphone.
If a deeply drained battery is inserted into the BlackBerry smartphone, there are no visual indicators of functionality. A deeply drained battery has little to no power and cannot sustain the LED light.
Make sure the charger is a travel charger for the BlackBerry smartphone or a computer. Using a bus-powered USB hub might cause the red LED to remain on indefinitely and the computer operating system might show a pop-up window with the following message: USB hub Power Exceeded. In this case, the BlackBerry smartphone does not charge.
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.
Maximizing Battery Performance
Charging Power Saving Tips
Charge the BlackBerry smartphone as much as possible. Charge when not in use to help maintain battery life.
Use a travel charger when possible to charge the BlackBerry smartphone. Always use BlackBerry Authentic Accessories designed for the type of battery in the BlackBerry smartphone. Other chargers might damage the BlackBerry smartphone and might not charge the battery. The travel charger provides a consistent, strong power source to charge the BlackBerry smartphone. It charges a BlackBerry smartphone at a rate equivalent to, or higher than a computer with the appropriate USB drivers installed, and up to five times faster than when using a computer without the USB drivers.
Network Connections Power Saving Tips
Turn off connections when not in use
Active connections, such as GPS, WIFI, and Bluetooth, will drain power because they are sending signals out even when they are not in use. Turn off all connections not in use to save power. To turn off Mobile Network Connections, complete the following steps:
On the Home screen, click Manage Connections.
Click Turn All Connections Off.
Press the Menu key.
Media Power Saving Tips
Reduce volume
The higher the volume on a BlackBerry smartphone, the higher the power drain on the BlackBerry smartphone battery. Reduce the volume to save power.
Use headphones or a headset
The BlackBerry smartphone's internal speaker draws more power than a headset. Use a headset to save power.
Load media using the BlackBerry Desktop Manager
Loading media using the BlackBerry Desktop Manager is faster than downloading media over the wireless network. The faster the transfer of media to the BlackBerry smartphone uses less power and saves battery life. The BlackBerry Desktop Manager also allows BlackBerry smartphone users to resize and compress media, which uses less power when viewed on a BlackBerry smartphone.
Turn off the Headset Equalizer
The Headset Equalizer uses additional battery power. To save power, turn off the Headset Equalizer. To turn off the Headset Equalizer, complete the following steps:
On the Home screen, click Media.
Press the Menu key.
Click Options.
Change the Headset Equalizer to Off.
Browsing Power Saving Tips
Visit mobile web sites when possible
Mobile web sites are specifically designed for mobile BlackBerry smartphones. They typically provide more compact information and fewer graphics. This allows the web pages to be downloaded faster and uses less battery power on the BlackBerry smartphone.
Lower the Repeat Animation setting
When a web page loads, animations on it might play more than one time. The Repeat Animations option allows you to stop the animations on a web page from playing continuously. Setting this to a lower setting will help minimize power use. To adjust the Repeat Animations setting, complete the following steps:
On the Home screen, click Browser.
Press the Menu key.
Click Options.
Click General Properties.
Reduce the Repeat Animations setting.
Press the Menu key.
Click Save Options.
Close the browser when finished
The browser will continue to drain battery power if left running in the background. It will drain additional battery power if left open on an active web site. Active websites refresh continuously if left open. To close a browser, complete the following steps:
On the Home screen, press the Menu key.
Click Switch Application.
Click Browser.
Press the Menu key.
Click Close.
Screen and Keypad Power Saving Tips
Holster BlackBerry smartphone to automatically turn off the screen and lock the BlackBerry smartphone
Use a sleeve when storing the BlackBerry smartphone in a pocket to prevent accidental key presses.Lower the Backlight Timeout setting and the Backlight Brightness setting to reduce unnecessary power use. You can also set the Audible Roll to mute and turn off the Key Tone to save power. To adjust these options, complete the following steps:
On the Home screen, click Options.
Click Screen/Keyboard.
Reduce the Backlight Brightness setting.
Reduce the Backlight Timeout setting.
Set the Key Tone to Off.
Set the Audible Roll to Mute.
Press the Menu key.
Click Save.
Use the Auto On/Off feature
The Auto On/Off options allows you to specify the time of day when the BlackBerry smartphone turns on and turns off. This option prevents the BlackBerry smartphone from connecting to the network to download emails during specified times, for example, when the BlackBerry smartphone user is asleep. To change the Auto On/Off settings, complete the following steps:
On the Home screen, click Options.
Click Auto On/Off.
Change Weekday to Enabled.
Specify the times when the BlackBerry smartphone should turn on and off on weekdays.
Change Weekend to Enabled.
Specify the times when the BlackBerry smartphone should turn on and off on weekends.
Press the Menu key.
Click Save.
Turn on the Enter Bedside Mode option
Turn on the Enter Bedside Mode option to dim the Home screen, disable the radio, and disable the Flashing LED on the BlackBerry smartphone. This saves power when the BlackBerry smartphone is not is use. Note: The Enter Bedside Mode option is not available on all BlackBerry smartphones. To turn on the Enter Bedside Mode option, complete the following steps:
On the Home screen, click Clock.
Press the Menu key.
Click Enter Bedside Mode.
Shortcut Power Saving Tips
Use keyboard shortcuts instead of opening menu items. Keyboard shortcuts use less power and are a quick, convenient way to access frequently used menu items.
Camera Power Saving Tips
Turn off the flash
Change the Picture Size to Small
Change the Picture Quality to Normal
Change the Color Effect to Normal
To adjust these features, complete the following steps:
On the Home screen, click Camera.
Press the Menu key.
Click Options.
Change the Default Flash Setting to Off.
Change the Picture Size to Small.
Change the Picture Quality to Normal.
Change the Color Effect to Normal.
Press the Menu key.
Click Save.
Applications Power Saving Tips
Completely close applications when finished using them, rather than leaving them running in the background.
Log out of third-party applications when they are not in use.
Applications that run in the background will continue to use battery power. To conserve battery power, close all applications when not in use.
Press the End Key to exit an application and leave it running in the background without closing it completely. The End key is only used to end phone calls, not to close applications.
To close an application, complete the following steps:
On the Home screen, press the Menu key.
Click Switch Application.
Click the application to close.
Press the Menu key.
Click Close.
If left running, third-party applications continuously refresh and check for updates, which drains power from the battery.
Notifications Power Saving Tips
Turn off audio and vibrate notifications for applications.
Note: The vibrate setting on the BlackBerry smartphone uses more power than audio and LED notifications.
To change the notifications profile to Quiet, complete the following steps:
On the Home screen, click Profiles.
Click Quiet.
To turn off audio and vibrate notifications, complete the following steps:
On the Home screen, click Profiles.
Click Advanced.
Click Quiet.
Click on an application.
Adjust the audio settings for the application.
Press the Menu key.
Click Save.
GPS Power Saving Tips
Zoom out to view larger areas when using the GPS feature on the BlackBerry smartphone
Refreshing the map on the BlackBerry smartphone uses battery power. View larger areas to reduce the number of times the BlackBerry smartphone must refresh the map.
Bluetooth
Not Pairing
Try the following actions to resolve the issue. If the issue persists, proceed to the next troubleshooting step.
Verify Bluetooth connectivity
Make sure the Bluetooth symbol is showing on the Home screen. If not, enable Bluetooth technology. On the Home screen, click the connections area at the top of the screen, or click the Manage Connections icon. Select the Bluetooth check box.
Verify compatibility
Verify that the BlackBerry smartphone is compatible with the Bluetooth enabled device. For more information, see the documentation that came with the Bluetooth enabled device. If you do not know the passkey for the Bluetooth enabled device, see the documentation that came with the Bluetooth enabled device.
Make sure the BlackBerry smartphone is discoverable
If the BlackBerry smartphone does not detect the Bluetooth enabled device that you want to pair with, try making the BlackBerry smartphone discoverable for a short period of time. Many car kits need to discover the BlackBerry smartphone rather than the BlackBerry smartphone discovering the car kit. On the Home screen, click the connections area at the top of the screen, or click the Manage Connections icon. Click Bluetooth Options. Click Add New Device. Click Listen. Bluetooth enabled devices can detect the BlackBerry smartphone for 2 minutes.
Verify that the Bluetooth device is set as a trusted connection
You might experience issues if the Bluetooth device that is paired with the BlackBerry smartphone is not set as a trusted connection in the BlackBerry smartphone properties.
From the BlackBerry smartphone home screen, select the Options icon.
Select Bluetooth.
Highlight the Bluetooth paired device in the list that is experiencing this issue and press the Menu key.
Select Device Properties.
Set Trusted to Yes.
Make sure encryption is turned off
Turn off encryption for Bluetooth connections between the BlackBerry smartphone and the Bluetooth enabled device. On the Home screen, click the connections area at the top of the screen, or click the Manage Connections icon. Click Bluetooth Options. Highlight a Bluetooth enabled device. Press the Menu key > Device Properties. Clear the Encryption check box. Press the Menu key > Save.
Sending and Receiving Pictures
You can send and receive pictures and other media files using Bluetooth ® wireless technology.
Note: The file transfer feature is not available for BlackBerry ® smartphones running BlackBerry ® Device Software 4.1 or earlier, or between BlackBerry smartphones running BlackBerry Device Software 4.2 and 4.1.
Send and receive files between two BlackBerry smartphones using Bluetooth wireless technology
Enable Bluetooth technology on the BlackBerry smartphones.
Make the BlackBerry smartphones discoverable.
Pair the BlackBerry smartphones.
Set the Trusted field to Yes on both BlackBerry smartphones by completing the following steps:
In the Bluetooth application, highlight the BlackBerry smartphone and press the Menu button.
Select Device Properties.
Set the Trusted field to Yes.
Press the Menu button and select Save.
Send and receive the transferred file.
On the recipient's BlackBerry smartphone
On the Home screen of the BlackBerry smartphone, select Media.
Select a media type (Music, Video, Ring Tones, Pictures).
Press the Menu button and select Receive using Bluetooth. The File Transfer dialog box appears, followed by a prompt to Save or Cancel the file.
Select Save to save the file to the current location, or select the folder icon to save the file in a different location.
On the sender's BlackBerry smartphone
On the Home screen of the BlackBerry smartphone, select Media.
Select the same media type selected on the recipient's BlackBerry smartphone.
Press the Menu button and select Send Using Bluetooth.
When prompted to select a BlackBerry smartphone, select the recipient's BlackBerry smartphone.
Enable Bluetooth technology
On the Home screen, click the connections area at the top of the screen, or click the Manage Connections icon.
Select the Bluetooth check box.
To turn off Bluetooth technology, clear the Bluetooth check box.
Make the BlackBerry smartphone discoverable
If you make a BlackBerry smartphone discoverable, other Bluetooth enabled devices can detect the BlackBerry smartphone.
On the Home screen, click the connections area at the top of the screen, or click the Manage Connections icon.
Click Bluetooth Options.
Set the Discoverable field to 2 Minutes.
After two minutes, the Discoverable field switches to No automatically.
Pair BlackBerry smartphone with a Bluetooth enabled device
You must pair your BlackBerry device with a Bluetooth enabled device before you can connect to it. For more information about preparing the Bluetooth enabled device for pairing, see the documentation that came with the Bluetooth enabled device.
On the Home screen, click the connections area at the top of the screen, or click the Manage Connections icon.
Click Bluetooth Options > Add New Device > Search.
Click a Bluetooth enabled device.
If necessary, do one of the following:
If the Bluetooth enabled device does not have a keyboard (for example, a wireless headset), on your BlackBerry device, type the pairing passkey that either appears on the Bluetooth enabled device or is provided in the documentation that came with the Bluetooth enabled device. The passkey is most often a numeric or alphanumeric code. Note: 0000 is often a common default passkey for Bluetooth devices.
If the Bluetooth enabled device has a keyboard (for example, a laptop), type a pairing passkey of your choice on both devices.
Charging
Will Not Hold Charge
Try the following actions to resolve the issue. If the issue persists, proceed to the next troubleshooting step.
It is actually the BlackBerry® smartphone battery that holds the charge. If the BlackBerry smartphone is not functioning as it should in terms of power, the battery could be causing the issue.
Check the battery or charging accessory
Make sure that the you are using an approved BlackBerry wall charger, battery, and USB charging cable. Other brands of charging accessories may have different voltage parameters and could cause charging issues when used with a BlackBerry smartphone.
Try another fully charged battery, USB cable, or wall charger
If the BlackBerry smartphone charges when using a different battery or wall charger, the issue most likely lies with the battery or charging accessory. A replacement battery, charger, or USB cable may well resolve the issue.
Low battery indicators
The BlackBerry smartphone continuously monitors the battery voltage level, and shuts down automatically if the voltage drops below the specified minimum level.
When a BlackBerry smartphone battery drops below specified power levels the following occurs:
At 15% power remaining, the BlackBerry smartphone beeps and the LED flashes amber.
At 10% power remaining, the BlackBerry smartphone displays a red power symbol
At 5% power remaining, the BlackBerry smartphone beeps and displays a message indicating the battery is too low for radio use. The radio is automatically turned off.
At 0% power, the BlackBerry smartphone beeps and displays a message indicating that the battery is drained and turns off automatically.
The LED of a BlackBerry smartphone which has turned off due to a low battery slowly flashes amber when connected to a charger.
A BlackBerry smartphone enters deep sleep mode if it has turned off due to a drained battery and left in this state for a long time.
If a dead battery is inserted into a BlackBerry smartphone, the red LED might turn on for up to 2 minutes. A dead battery still has some power, but not enough to perform any functions on the BlackBerry smartphone.
If a deeply drained battery is inserted into the BlackBerry smartphone, there are no visual indicators of functionality. A deeply drained battery has little to no power and cannot sustain the LED light.
Make sure the charger is a travel charger for the BlackBerry smartphone or a computer. Using a bus-powered USB hub might cause the red LED to remain on indefinitely and the computer operating system might show a pop-up window with the following message: USB hub Power Exceeded. In this case, the BlackBerry smartphone does not charge.
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.
No Charge Indicator During Charging
Try the following actions to resolve the issue. If the issue persists, proceed to the next troubleshooting step.
Check the battery or charging accessory
Make sure that you are using an approved BlackBerry wall charger, battery, and USB charging cable. Other brands of charging accessories may have different voltage parameters and could cause charging issues when used with a BlackBerry smartphone.
Try another fully charged battery, USB cable, or wall charger
If the BlackBerry smartphone charges when using a different battery or wall charger, the issue most likely lies with the battery or charging accessory. A replacement battery, charger, or USB cable may well resolve the issue.
Follow charging tips
When the battery power level is low, the BlackBerry smartphone makes an audible beep sound and a yellow LED flashes. If the battery power level continues to lower, a message appears that indicates that there is not enough battery power to operate the wireless network receivers, and the receivers turn off automatically. If the battery power level continues to lower, another message appears that indicates that the BlackBerry smartphone is going turn off due to insufficient battery power and the BlackBerry smartphone turns off automatically.
If the BlackBerry smartphone has turned off due to insufficient battery power and you connect the BlackBerry smartphone to a charger, a yellow LED flashes slowly. This is normal HANDHELD OFF charging behavior. The BlackBerry smartphone returns to the ON state if it is manually turned on by pressing the Power key.
If a BlackBerry smartphone turns off automatically due to insufficient battery power and it is not charged for a long period of time, then it enters a deep sleep condition. Connecting a charger to the BlackBerry smartphone at this point causes a red LED to turn on for up to 2 minutes, after which the red LED turns off and the Battery Charging icon appears.
If a battery that has no power is inserted in the BlackBerry smartphone, the red LED might turn on for up to 2 minutes. Connecting a charger to the BlackBerry smartphone at this point causes the red LED to turn on for up to 2 minutes, after which the red LED turns off and a Battery Charging icon appears.
If a battery that has no power is inserted in the BlackBerry smartphone, there will be no visual indicators of functionality. Connecting a charger to the BlackBerry smartphone at this point causes the red LED to turn on for up to 2 minutes, after which the red LED turns off and a Battery Charging icon appears.
Make sure that you use a USB connection to a computer or a BlackBerry wall or car charger to charge the BlackBerry smartphone. Using a bus-powered USB hub might cause the red LED to remain on indefinitely and the computer operating system may show a pop-up window with the following message: USB Hub Power Exceeded. In this case, the BlackBerry smartphone will not charge.
Display
Blank screen - White
Try the following actions to resolve the issue. If the issue persists, proceed to the next troubleshooting step.
Ensure that all plastic screen covers have been removed
You might not have removed the plastic film off the screen; removing the plastic film resolves this issue.
Ensure that the BlackBerry smartphone is fully charged
Also verify that you have not had any issues with charging the BlackBerry® smartphone. Some screen issues occur because the battery has not been fully charged. Charging the battery could resolve this issue.
Check the light sensor
You might have an issue with the light sensor under the LCD screen.
To check that the light sensor is functioning, complete the following steps:
Cover the LED/light sensor with your thumb while the LCD screen is bright.
Hold your thumb in place until the LCD screen dims.
Uncover the LED/light sensor in bright light. The LCD should now be bright.
Check the backlight settings
The backlight on the LCD screen might not function correctly.
To change the backlight settings, complete the following steps:
On the Home screen, click Options.
Click Screen/Keyboard.
Set the following fields to adjust the settings:
Backlight Brightness
Backlight Timeout
Automatically Dim Backlight
LED Coverage Indicator
Press the Menu key.
Click Save.
Check the contrast
Change the contrast and see if this solves the issues you are having. You can set the color contrast of application interfaces, menus, and dialog box to Normal, Grayscale, or Reverse Contrast.
To change the color contrast, complete the following steps:
On the Home screen, and then click Options.
Click Advanced Options.
Click Accessibility.
Set the Color Contrast field to Normal, Reverse Contrast, or Grayscale.
Press the Menu key.
Click Save.
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.
Blank screen - Black
Try the following actions to resolve the issue. If the issue persists, proceed to the next troubleshooting step.
Ensure that all plastic screen covers have been removed
You might not have removed the plastic film off the screen; removing the plastic film resolves this issue.
Ensure that the BlackBerry smartphone is fully charged
Also verify that you have not had any issues with charging the device. Some screen issues occur because the battery has not been fully charged. Charging the battery could resolve this issue.
Check the light sensor
You might have an issue with the light sensor under the LCD screen.
To check that the light sensor is functioning, complete the following steps:
Cover the LED/light sensor with your thumb while the LCD screen is bright.
Hold your thumb in place until the LCD screen dims.
Uncover the LED/light sensor in bright light. The LCD should now be bright.
Check the backlight settings
The backlight on the LCD screen might not function correctly.
To change the backlight settings, complete the following steps:
On the Home screen, click Options.
Click Screen/Keyboard.
Set the following fields to adjust the settings:
Backlight Brightness
Backlight Timeout
Automatically Dim Backlight
LED Coverage Indicator
Press the Menu key.
Click Save.
Check the contrast
Change the contrast and see if this solves the issues you are having. You can set the color contrast of application interfaces, menus, and dialog box to Normal, Grayscale, or Reverse Contrast.
To change the color contrast, complete the following steps:
On the Home screen, and then click Options.
Click Advanced Options.
Click Accessibility.
Set the Color Contrast field to Normal, Reverse Contrast, or Grayscale.
Press the Menu key and click Save.
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.
Missing Lines or Blank Areas
Try the following actions to resolve the issue. If the issue persists, proceed to the next troubleshooting step.
Ensure that all plastic screen covers have been removed
You might not have removed the plastic film off the screen; removing the plastic film resolves this issue.
Ensure that the BlackBerry smartphone is fully charged
Also verify that you have not had any issues with charging the device. Some screen issues occur because the battery has not been fully charged. Charging the battery could resolve this issue.
Check the light sensor
You might have an issue with the light sensor under the LCD screen.
To check that the light sensor is functioning, complete the following steps:
Cover the LED/light sensor with your thumb while the LCD screen is bright.
Hold your thumb in place until the LCD screen dims.
Uncover the LED/light sensor in bright light. The LCD should now be bright.
Check the backlight settings
The backlight on the the LCD screen might not function correctly.
To change the backlight settings, complete the following steps:
On the Home screen, click Options.
Click Screen/Keyboard.
Set the following fields to adjust the settings:
Backlight Brightness
Backlight Timeout
Automatically Dim Backlight
LED Coverage Indicator
Press the Menu key.
Click Save.
Check the contrast
Change the contrast and see if this solves the issues you are having. You can set the color contrast of application interfaces, menus, and dialog box to Normal, Grayscale, or Reverse Contrast.
To change the color contrast, complete the following steps:
On the Home screen, and then click Options.
Click Advanced Options.
Click Accessibility.
Set the Color Contrast field to Normal, Reverse Contrast, or Grayscale.
Press the Menu key and click Save.
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.
Liquid Damage
BlackBerry smartphones, batteries or travel chargers might be damaged if:
Exposed to rain or water
Placed near a bathtub or a sink, in a wet basement, or near a swimming pool
Liquid is spilled on them
Used with wet hands
Perform a visual inspection of the BlackBerry smartphone and battery to look for obvious signs of potential liquid damage. Do you use a holster? If not, a holster can protect your BlackBerry smartphones from potential liquid damage.
Potential liquid damage might be indicated by the following:
Active liquid damage indicator (LDI)
Green or white corrosion
A foggy screen
Sticky residue behind the battery
Liquid Damage Indicator
The liquid damage indicator (LDI) is a small tab inside the battery compartment. All BlackBerry smartphones and batteries have at least one LDI which indicates superficial potential liquid damage to the BlackBerry smartphone or battery.
An inactive LDI appears solid white in a BlackBerry smartphone and white with a red stripe or white with red XXX's on a BlackBerry battery. An active LDI appears solid red which indicates liquid contact.
Locate and inspect the LDI. The location of the LDI can vary depending on the BlackBerry smartphone or battery.
Liquid can enter a BlackBerry smartphone through openings in the keypad, the USB Port, or the headset jack and cause damage to the circuit board which is beyond repair.
This type of damage might not show on the LDI, and can only be confirmed by authorized repair personnel when they disassemble and inspect the BlackBerry smartphone.
Related Content
Understanding Potential Liquid Damage
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Cannot Send or Receive Email Messages
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 you are experiencing. For example, send a test email message from an area with optimal wireless coverage.
Verify that the BlackBerry smartphone is correctly provisioned for a data plan
The BlackBerry smartphone user must have a data plan to send and receive email messages. Follow these steps to verify that the BlackBerry smartphone user has a data plan:
On the Home screen, click Manage Connections. This menu displays information about the mobile network, the services available for the BlackBerry smartphone, and allows you to verify if the BlackBerry smartphone user has a data plan.
If the BlackBerry smartphone user does not have a data plan, and wishes to subscribe to this service, follow your organization's processes to provision the BlackBerry smartphone for a data plan.
If the BlackBerry smartphone user has a data plan, click Mobile Network Options. Make sure the following options are set:
Data Services is set to On.
The Mobile Network field displays the correct network
Network Selection Mode is set to Automatic.
If any of the options are not set as outlined above, then BlackBerry smartphone cannot connect to your data plan. Change and save the settings to allow a data plan connection.
If the BlackBerry smartphone has a data plan, make sure that an email account is integrated with the BlackBerry smartphone.
On the Home screen, click the Setup folder.
Click Email Settings.
If you have not created an email account, proceed to create or integrate an existing email account with the BlackBerry smartphone. Depending on the wireless service provider, the available options for adding an email account might vary.
Turn on the BlackBerry smartphone wireless antenna and verify the wireless signal strength
Make sure that the wireless transceiver is turned on. On the Home screen, click Manage Connections.
If the wireless transceiver is turned off, click Restore Connections. If you cannot turn on the wireless transceiver, make sure that the BlackBerry smartphone battery is fully charged.
Check the signal strength indicators on the BlackBerry smartphone Home screen. The text shows the type of wireless network the BlackBerry smartphone is connected to.
The bars indicate the level of signal strength. The more vertical bars you see, the stronger the signal strength. Four to five bars is the optimal strength for sending and receiving email messages.
A service indicator in CAPITAL letters indicates a greater number of services are available to the BlackBerry smartphone user. If the service indicator is in lower case letters, the wireless signal may not be strong enough to allow email messaging to the BlackBerry smartphone.
Indicator Description
BlackBerry smartphone users can use the phone, send and receive email messages, PIN messages, SMStext messages, and MMS messages. They can use the phone and send and receiveemail messages or use the browser with a high-speed data connection simultaneously.
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BlackBerry smartphoneusers can use the phone, send and receive email messages, PIN messages, SMStext messages, and MMS messages, and use the browser with a high-speed dataconnection.
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BlackBerry smartphoneusers use the phone, send and receive email messages, PIN messages, SMS textmessages, and MMS messages, and use the browser.
*
*
*
*
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BlackBerry smartphoneusers can use the phone and send and receive SMS text messages.
BlackBerry smartphone users can only make emergencycalls.
The connection to the wireless network is turnedoff.
The BlackBerry smartphone user is not in a wirelesscoverage area.
Verify that the BlackBerry smartphone is communicating with the BlackBerry Infrastructure
If you are unable to send and receive email messages, the BlackBerry smartphone might not be communicating with the BlackBerry® Infrastructure. You can verify that the BlackBerry smartphone is communicating with the BlackBerry Infrastructure by sending a PIN message and performing a diagnostics report.
To verify that the BlackBerry smartphone is communicating with the BlackBerry Infrastructure, complete the following steps:
To find the PIN for the BlackBerry smartphone, click Options > Status.
To send a PIN message, complete the following steps using your own BlackBerry smartphone:
In the Messages application, press the Menu key.
Click Compose PIN.
In the To field, type the PIN of your own BlackBerry smartphone.
In the Subject field, type "test".
Click Send.
If you do not receive the test PIN message, then the BlackBerry smartphone is unable to communicate with the BlackBerry Infrastructure.
Send service books to a BlackBerry smartphone
Service books are sets of instructions that provide the BlackBerry smartphone with the information required to interact with the BlackBerry Infrastructure. Service books also turn on specific services on the BlackBerry smartphone.
Service books are sent automatically to the BlackBerry smartphone when it is provisioned for a data plan. If you are unable to send or receive email messages, re-sending service books may restore the messaging capability. To resend service books, complete the following steps:
On the Home screen, click Options > Advanced Options > Host Routing Table.
Press the Menu key, and click Register Now.
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:
Turn the BlackBerry smartphone off.
Remove the battery.
Reinsert the battery.
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.
Setting up Email
The best way to set up your BlackBerry smartphone for email is directly from the BlackBerry smartphone. This method is called "automatic login" and does not require you to remember a user name or password for your BlackBerry® Internet Service (BIS) account. If you want to update your email settings, you simply go to Email Settings or Email Accounts to make the changes.
To set up a personal BlackBerry Internet Service email account using automatic login, complete the following steps:
Verify that the BlackBerry smartphone is connected to the wireless network by checking the network status indicator. For more information, see the network status indicator table in the Can't Send or Receive Email topic.
On the Home screen, click the Setup icon.
Click the E-mail Settings or Email Accounts icon.
Note: Your wireless service provider might refer to the the Email Settings or Email Accounts icon using a different name. The icon for Email Settings is the same.
Read the Legal Terms and Conditions carefully.
Select Yes, indicating you have read and understood the license agreement.
Click I Agree, to be bound by the license agreement and continue with the setup process.
Follow the screens to set up the email address. In some cases, you might see the following options. If so, select one of the options.
Internet Mail Account: Use this option to associate the BlackBerry smartphone with one or more existing email accounts (for example, Windows Live Hotmail®) or to create a new email address for the BlackBerry smartphone.
Enterprise Account: If your IT administrator gave you an enterprise activation password, use this option to associate the BlackBerry smartphone with a work email account using the BlackBerry® Enterprise Server.
Test a personal BlackBerry Internet Service email account
You should start receiving email messages within 15 to 20 minutes of adding the email account.
The following items might indicate that the your BlackBerry Internet Service email account was added successfully:
After a BlackBerry Internet Service email account is successfully added, a confirmation window appears.
Check to see if there is a new email address icon on the Home screen.
Check for a welcome email message.
View the account in Email Settings to make sure all the information is correctly set up.
The only way to confirm, with 100% certainty, that the BlackBerry Internet Service email account is completely and correctly set up is to send an email message to the added email address. The email message should be delivered to the BlackBerry smartphone within 15 to 20 minutes of sending the email message.
To view and manage email messages, on the Home screen, click the Messages icon.
Switching Devices
You can use the BlackBerry® Desktop Software to switch to a new BlackBerry smartphone. Device data and settings from the previous BlackBerry device, such as email messages, organizer data, and third-party applications that are compatible with the new device, are imported to the new device. If your email account is associated with a BlackBerry Enterprise Server, your email settings are also imported to the new device.
Switch to a new BlackBerry smartphone
To switch from one BlackBerry smartphone to another BlackBerry smartphone, complete the following steps:
BlackBerry Desktop Manager 5.0.1
From the BlackBerry® Desktop Manager main menu, click Device Switch Wizard.
Click Start.
Use the cables provided with your BlackBerry smartphones to plug both BlackBerry smartphones into your computer.
Select the options you want to transfer to the new BlackBerry smartphone.
Click Next.
BlackBerry Desktop Manager 6.0
Open the BlackBerry Desktop Software.
Click Device, then Switch Devices.
Plug the current (original) BlackBerry smartphone into the computer and complete the Device Switch by clicking Next.
Note: Remember to check the Device Data box to make sure all of the data on the old BlackBerry smartphone is backed up and restored to the new one.
Move the media files on your microSD card to a new BlackBerry smartphone
Remove the microSD card from the old BlackBerry smartphone.
Insert the microSD card into the new BlackBerry smartphone.
Move your phone and data service
Remove the SIM card from the old BlackBerry smartphone.
Insert the SIM card into the new BlackBerry smartphone.
Switch email service to a new BlackBerry smartphone
On the Home screen of the new BlackBerry smartphone, click Settings.
Click Email Settings or Email Accounts. Note: Your wireless service provider might refer to the Email Settings or Email Accounts icon using a different name. The icon for Email Settings is the same.
Click Yes.
Move social networking applications to a new BlackBerry smartphone
Launch the Setup application on the new BlackBerry smartphone.
Click the Social Networking icon.
Select the applications you want to move and follow the prompts.
Move applications from your old BlackBerry smartphone to your new BlackBerry smartphone
Launch the BlackBerry App World storefront application on the new BlackBerry smartphone. If you do not see the BlackBerry App World icon on the Home screen, you must download the application.
Select My World.
Log in or create a BlackBerry® ID account.
Follow the prompts to migrate previously purchased apps to the new BlackBerry smartphone
Note: All applications may not be compatible with the new BlackBerry smartphone.
Service Books
Service books are sets of instructions that provide the BlackBerry smartphone with the information required to interact with the BlackBerry® Infrastructure. Service books also turn on specific services on the BlackBerry smartphone.
If the service book for a specific service is not received or is removed, then it may be necessary to send the service books to the BlackBerry smartphone again. You might need to send service books for the BlackBerry Internet Service to a BlackBerry smartphone for one of the following reasons:
An email address icon is missing from the Home screen or has the wrong graphic.
You cannot send an email message or can only save the message as a draft.
Email reconciliation is not working between an email address mailbox and the BlackBerry smartphone.
You can send service books to your BlackBerry smartphone using the BlackBerry smartphone or the BlackBerry Internet Service web site.
Send service books using the BlackBerry smartphone
To send a service book to your BlackBerry smartphone using your BlackBerry smartphone, complete the following steps:
On the Home screen, click Setup.
Click Email Settings. If prompted, type your user name and password, and then click Log In.
Press the Menu key.
Click Service Books.
Click Send Service Books.
Click OK.
Send service books using the BlackBerry Internet Service web site
To send a service book to your BlackBerry smartphone using the BlackBerry® Internet Service web site, complete the following steps:
Log in to the BlackBerry Internet Service web site.
Click Email Help.
Click Send Service Books.
Error Messages
Try the following actions to resolve the issue. If the issue persists, proceed to the next troubleshooting step.
You may see the following SIM card error messages:
Insert SIM
SIM Rejected
Data connection refused
Make sure the SIM card network matches the BlackBerry smartphone network
Perform a visual inspection of the SIM card and check if the network is the same as the network labeled on the BlackBerry® smartphone.
In the Applications List, select Options.
Select Mobile Network. The name in the Mobile Network field must match the network labeled on the BlackBerry smartphone.
Make sure the SIM card is correctly inserted in the BlackBerry smartphone
Reposition the SIM card or reinsert the SIM card securely into the SIM card slot on the BlackBerry smartphone.
Make sure data services are provisioned for the SIM card
Verify that data services are provisioned correctly.
Try to reproduce the issue using a different, working SIM card
Try to reproduce the issue using another working SIM card. If you cannot reproduce the issue, ask for the existing SIM card to be replaced
Make sure that you are in an area of adequate signal strength
If the signal strength is weak, move the BlackBerry smartphone to an area with better wireless network coverage.
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:
Turn the BlackBerry smartphone off.
Remove the battery.
Reinsert the battery.
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.
SIM Card Errors
Try the following actions to resolve the issue. If the issue persists, proceed to the next troubleshooting step.
You may see the following SIM card error messages:
Insert SIM
SIM Rejected
Data connection refused
Make sure the SIM card network matches the BlackBerry smartphone network
Perform a visual inspection of the SIM card and check if the network is the same as the network labeled on the BlackBerry® smartphone.
In the Applications List, select Options.
Select Mobile Network. The name in the Mobile Network field must match the network labeled on the BlackBerry smartphone.
Make sure the SIM card is correctly inserted in the BlackBerry smartphone
Reposition the SIM card or reinsert the SIM card securely into the SIM card slot on the BlackBerry smartphone.
Make sure data services are provisioned for the SIM card
Verify that data services are provisioned correctly.
Try to reproduce the issue using a different, working SIM card
Try to reproduce the issue using another working SIM card. If you cannot reproduce the issue, ask for the existing SIM card to be replaced
Make sure that you are in an area of adequate signal strength
If the signal strength is weak, move the BlackBerry smartphone to an area with better wireless network coverage.
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:
Turn the BlackBerry smartphone off.
Remove the battery.
Reinsert the battery.
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.
Java Errors
Java® Virtual Machine (JVM) is software that is designed to provide a secure virtual environment within a larger hardware system for running programs and scripts on the BlackBerry smartphone. All Java based BlackBerry smartphones include the BlackBerry® Java® Virtual Machine.
When the BlackBerry JVM encounters an issue, an error message appears on the BlackBerry smartphone during various activities to make the BlackBerry smartphone user aware of a failure in which the BlackBerry smartphone could not safely recover normal operation.
Verify that the Java error is not hardware related
Although JVM errors may occur as a result of software related issues only, there are some Java errors that are known to occur due to interactions with the BlackBerry smartphone hardware.
Search the BlackBerry® Technical Solutions Center for the "Hardware related JVM Error Codes" knowledge base (KB) article. This article displays all known Java error messages that are issues related to an interaction with the BlackBerry smartphone hardware.
If the BlackBerry smartphone displays one of the error messages listed in the KB article, do not continue the troubleshooting process. Follow your wireless service provider's procedures to service or return the BlackBerry smartphone and note the error number.
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:
Turn the BlackBerry smartphone off.
Remove the battery.
Reinsert the battery.
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 the JVM error persists after performing a hard reset and updating the BlackBerry Device Software, follow your wireless service provider's procedures to service or return the BlackBerry smartphone and note the error number.
Freezing / Crashing
Slow/Lagging Performance
Try the following actions to resolve the issue. If the issue persists, proceed to the next troubleshooting step.
Confirm that all installed third-party applications are approved for the device
Make sure that all third-party applications installed on the BlackBerry smartphone are approved for the device. If the issue persists, remove third-party applications to make sure these are not affecting performance.
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:
Turn the BlackBerry smartphone off.
Remove the battery.
Reinsert the battery.
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.
Maximize flash memory
You can keep the BlackBerry smartphone operating at peak efficiency by maximizing the available flash memory. Increase the amount of memory available on your BlackBerry smartphones by completing the following tasks:
Add a media card
Delete unused languages
Delete call logs
Delete sample video
Clear Cache and Cookies in Browser
Remove rarely used applications
Delete old data
Add a media card
You can add memory to a BlackBerry smartphone by inserting a media card to extend the memory available and storing media files such as videos, ring tones, pictures, or songs.
Delete unused languages
Deleting unused languages is highly recommended because it significantly increases the amount of available flash memory.
To delete unused Languages, complete the following steps:
On the Home screen, click Setup Wizard.
Click Languages.
Select the language that you want to use on the BlackBerry smartphone, and click Next.
Note: The BlackBerry smartphone deletes all languages not selected.
Delete call logs
To delete call logs, complete the following steps:
On the Home screen, click Messages
Press the Menu key.
Click View Folder.
Click Phone Call Logs.
Scroll to the top date and highlight it.
Press the Menu key.
Click Delete Prior.
Delete sample video
To delete sample video, complete the following steps:
Go to Options > Advanced Options > Applications.
Highlight Blackberry Sample Video.
Press the Menu key.
Click Delete.
Clear the cache and delete cookies
To clear the cache and delete cookies in the Browser, complete the following steps:
On the Home screen, click Browser
Press the Menu Key
Click Options > Cache Operations.
Click Clear History.
Under Pushed Content, click Clear.
Under Cookie Cache, click Clear.
Remove rarely used applications
To remove rarely used applications from the BlackBerry smartphone, complete the following steps.
On the Home screen, click Options.
Click Advanced Options.
Click Applications.
Highlight the application
Press the Menu key.
Click Delete.
Delete old data
You can manually delete old and unused items, and also set the BlackBerry smartphone to delete old items as part of its regular maintenance.
Delete MMS messages that are no longer needed. MMS messages can contain large media files that cannot be stored on a media card. If you do not want to delete the media files in an MMS message, open the MMS message and save the media files on the media card before you delete the MMS message.
Change the Keep Messages setting on the BlackBerry smartphone to reduce the number of old messages using flash memory.
To delete an MMS message, complete the flowing steps:
In Messages, click an MMS message.
Press the Menu key.
Click Delete.
To save an MMS message on a media card, complete the following steps:
In an MMS message, press the Menu key.
Click one of the following menu items:
Save Image
Save Audio
Save Ring tone
Save Video
Save Voice Note
To change the Keep Messages setting, complete the following steps:
In Messages, press the Menu key.
Click Options.
Click General Options.
Set the Keep Messages field.
Press the Menu key.
Click Save.
If this issue is still not resolved, follow your wireless service provider's procedures to service or return the BlackBerry smartphone.
Freezing
Try the following actions to resolve the issue. If the issue persists, proceed to the next troubleshooting step.
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:
Turn the BlackBerry smartphone off.
Remove the battery.
Reinsert the battery.
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.
Phone Locks Up
Try the following actions to resolve the issue. If the issue persists, proceed to the next troubleshooting step.
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:
Turn the BlackBerry smartphone off.
Remove the battery.
Reinsert the battery.
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.
Power
Will Not Power On
Try the following actions to resolve the issue. If the issue persists, proceed to the next troubleshooting step.
Try another battery
Insert a different fully-charged battery into the BlackBerry smartphone and allow it to boot up to the Home screen. If the device remains powered on, the issue lies with the battery. Replace the BlackBerry smartphone battery.
Connect the BlackBerry smartphone to a computer
Connect the BlackBerry smartphone to a computer using a USB charging cable. Allow the BlackBerry smartphone to fully charge.
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.
Powers Off
Try the following actions to resolve the issue. If the issue persists, proceed to the next troubleshooting step.
Try another battery
Insert a different fully-charged battery into the BlackBerry smartphone and allow it to boot up to the Home screen. If the device remains powered on, the issue lies with the battery. Replace the BlackBerry smartphone battery.
Connect the BlackBerry smartphone to a computer
Connect the BlackBerry smartphone to a computer using a USB charging cable. Allow the BlackBerry smartphone to fully charge.
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:
Turn the BlackBerry smartphone off.
Remove the battery.
Reinsert the battery.
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.
Hour Glassing and Resetting
Try the following actions to resolve the issue. If the issue persists, proceed to the next troubleshooting step.
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:
Turn the BlackBerry smartphone off.
Remove the battery.
Reinsert the battery.
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.
Resets, Powers On/Off, Power Cycles
Try the following actions to resolve the issue. If the issue persists, proceed to the next troubleshooting step.
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:
Turn the BlackBerry smartphone off.
Remove the battery.
Reinsert the battery.
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.
Reception
Dropped Calls
Try the following actions to resolve the issue. If the issue persists, proceed to the next troubleshooting step.
Make sure the SIM card network matches the BlackBerry smartphone network
Perform a visual inspection of the SIM card and check if the network is the same as the network labeled on the BlackBerry® smartphone.
In the Applications List, select Options.
Select Mobile Network. The name in the Mobile Network field must match the network labeled on the device.
Make sure the SIM card is correctly inserted in the BlackBerry smartphone
Reposition the SIM card or re-insert the SIM card securely into the SIM card slot on the BlackBerry smartphone.
Make sure services have been provisioned for the SIM card
Verify that voice services have been provisioned correctly.
Try to reproduce the issue using a different, working SIM card
Try to reproduce the issue using another working SIM card. If the issue cannot be reproduced, replace the customer's existing SIM card.
Make sure that you are in an area of adequate signal strength
If the signal strength is weak, move the BlackBerry smartphone to an area with better wireless network coverage.
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:
Turn the BlackBerry smartphone off.
Remove the battery.
Reinsert the battery.
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.
Intermittent Audio or Static
Check audio settings
Check the volume settings for ring tones and notifications and adjust as necessary. You can also increase the default volume for calls. The higher the volume percentage, the louder the volume. To change the default volume for calls, complete the following steps:
For BlackBerry Device Software 4.5 to 5.0
In the phone, press the Menu key.
Click Options.
Click General Options.
Change the Default Call Volume field.
Press the Menu key.
Click Save.
For BlackBerry Device Software 6.0
In the phone, press the Menu key.
Click Options.
Click In-call Settings.
Change the Default Call Volume field.
Press the Menu key.
Click Save.
Test any accessories
If you were using an accessory when you experienced the audio issue, remove the accessory, and then test the BlackBerry smartphone volume settings. Accessories might include one of the following:
Wired headset
Bluetooth headset
Hands-free Bluetooth car kit
If the issue occurs only when using an accessory, the issue might be with the accessory and not the BlackBerry smartphone. If the accessory is not an approved BlackBerry accessory, contact the manufacturer for further technical support.
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:
Turn the BlackBerry smartphone off.
Remove the battery.
Reinsert the battery.
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.
Poor or No Reception or Service
Try the following actions to resolve the issue. If the issue persists, proceed to the next troubleshooting step.
Make sure the smartphone has been activated on the wireless network
If no activation has taken place, the BlackBerry smartphone displays an Activation Required message.
Make sure the device has been activated on the wireless network.
Make sure the wireless transceiver is turned on
Make sure that the wireless transceiver is turned on. On the Home screen, click Manage Connections.
If the wireless transceiver is turned off, click Restore Connections. If you are unable to turn on the wireless transceiver, make sure that the BlackBerry smartphone battery is fully charged.
Make sure the call forwarding option is not activated
In the Phone, press the Menu key.
Select Options.
Select Call Forwarding.
Make sure the Forward All Calls option is not selected.
Make sure that Do not disturb is disabled
Verify that Do not disturb is disabled.
From the main screen, select Sounds (or Profiles).
Select Advanced.
Select Active.
Select Phone.
Make sure that Do not disturb is set to No.
Confirm that ring tone and volume settings are active
Confirm that the BlackBerry smartphone audio settings are not set to Silent, All Alerts Off, or Vibrate Only. To confirm audio settings, complete the following steps:
From the Home screen, select Sounds (or Profiles).
Change the notification information, press the Menu key and click Save.
Verify that the BlackBerry smartphone has been correctly provisioned for a voice plan
The BlackBerry smartphone user must have a voice plan in order to make or receive calls. Follow these steps to verify that the BlackBerry smartphone user has a voice plan.
On the Home screen, click Manage Connections. This menu displays information about the mobile network, the services available for the BlackBerry smartphone, and allows you to verify if the BlackBerry smartphone user has a voice plan.
Check the wireless signal strength
You might experience issues with voice quality if you have low or intermittent signal strength. The signal strength of a BlackBerry smartphone should be between ?40 and ?100 dBms. To check the signal strength of a BlackBerry smartphone, complete the following steps:
On the Home screen, click Options.
Click Status.
Check the Signal value. The value should be between ?40 and ?100.
Note: You can press and hold the Alt key, and then type nnmll to change the signal indicator bars to the numerical value. Repeat this step to again display the signal strength bars.
You can also check the signal strength indicators on the BlackBerry smartphone Home screen. The text shows the type of wireless network the BlackBerry smartphone is connected to. The bars indicate the level of signal strength. The more vertical bars you see, the stronger the signal strength. Four to five bars is the optimal strength. A service indicator in CAPITAL letters indicates a greater number of services are available to you.
Indicator Description
BlackBerry smartphoneusers can use the phone, send and receive email messages, PIN messages, SMStext messages, and MMS messages. They can use the phone and send and receiveemail messages or use the browser with a high-speed data connectionsimultaneously.
*
BlackBerry smartphoneusers can use the phone, send and receive email messages, PIN messages, SMStext messages, and MMS messages, and use the browser with a high-speed dataconnection.
*
BlackBerry smartphoneusers use the phone, send and receive email messages, PIN messages, SMS textmessages, and MMS messages, and use the browser.
*
*
*
*
*
BlackBerry smartphoneusers can use the phone and send and receive SMS text messages.
BlackBerry smartphone users can only make emergencycalls.
The connection to the wireless network is turnedoff.
The BlackBerry smartphone user is not in a wirelesscoverage area.
If the signal strength is good, think where you were when you experienced the issue and if you noticed if the signal strength was low. In areas where signal strength weakens and causes the signal to become blocked by tall buildings, terrain, landscape, and physical distance, moving to an open area might help improve the voice quality.
Test the SIM card
If the BlackBerry smartphone uses a SIM card and the signal strength is fluctuating or is not acceptable when in a good coverage area, the SIM card might be damaged. Replace the SIM card with a working SIM card, and then test the voice quality again.
Test any accessories
If you were using an accessory when you experienced the audio issue, remove the accessory, and then test the BlackBerry smartphone volume settings. Accessories might include one of the following:
Wired headset
Bluetooth headset
Hands-free Bluetooth car kit
If the issue occurs only when using an accessory, the issue might be with the accessory and not the BlackBerry smartphone. If the accessory is not an approved BlackBerry accessory, contact the manufacturer for further technical support.
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:
Turn the BlackBerry smartphone off.
Remove the battery.
Reinsert the battery.
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.
Cannot Make or Receive Calls
Try the following actions to resolve the issue. If the issue persists, proceed to the next troubleshooting step.
Make sure the smartphone has been activated on the wireless network
If no activation has taken place, the BlackBerry smartphone displays an Activation Required message.
Make sure the device has been activated on the wireless network.
Make sure the wireless transceiver is turned on
Make sure that the wireless transceiver is turned on. On the Home screen, click Manage Connections.
If the wireless transceiver is turned off, click Restore Connections. If you are unable to turn on the wireless transceiver, make sure that the BlackBerry smartphone battery is fully charged.
Make sure the call forwarding option is not activated
In the Phone, press the Menu key.
Select Options.
Select Call Forwarding.
Make sure the Forward All Calls option is not selected.
Make sure that Do not disturb is disabled
Verify that Do not disturb is disabled.
From the main screen, select Sounds (or Profiles).
Select Advanced.
Select Active.
Select Phone.
Make sure that Do not disturb is set to No.
Confirm that ring tone and volume settings are active
Confirm that the BlackBerry smartphone audio settings are not set to Silent, All Alerts Off, or Vibrate Only. To confirm audio settings, complete the following steps:
From the Home screen, select Sounds (or Profiles).
Change the notification information, press the Menu key and click Save.
Verify that the BlackBerry smartphone has been correctly provisioned for a voice plan
The BlackBerry smartphone user must have a voice plan in order to make or receive calls. Follow these steps to verify that the BlackBerry smartphone user has a voice plan.
On the Home screen, click Manage Connections. This menu displays information about the mobile network, the services available for the BlackBerry smartphone, and allows you to verify if the BlackBerry smartphone user has a voice plan.
Check the wireless signal strength
You might experience issues with voice quality if you have low or intermittent signal strength. The signal strength of a BlackBerry smartphone should be between ?40 and ?100 dBms. To check the signal strength of a BlackBerry smartphone, complete the following steps:
On the Home screen, click Options.
Click Status.
Check the Signal value. The value should be between ?40 and ?100.
Note: You can press and hold the Alt key, and then type nnmll to change the signal indicator bars to the numerical value. Repeat this step to again display the signal strength bars.
You can also check the signal strength indicators on the BlackBerry smartphone Home screen. The text shows the type of wireless network the BlackBerry smartphone is connected to. The bars indicate the level of signal strength. The more vertical bars you see, the stronger the signal strength. Four to five bars is the optimal strength. A service indicator in CAPITAL letters indicates a greater number of services are available to you.
Indicator Description
BlackBerry smartphoneusers can use the phone, send and receive email messages, PIN messages, SMStext messages, and MMS messages. They can use the phone and send and receiveemail messages or use the browser with a high-speed data connectionsimultaneously.
*
BlackBerry smartphoneusers can use the phone, send and receive email messages, PIN messages, SMStext messages, and MMS messages, and use the browser with a high-speed dataconnection.
*
BlackBerry smartphoneusers use the phone, send and receive email messages, PIN messages, SMS textmessages, and MMS messages, and use the browser.
*
*
*
*
*
BlackBerry smartphoneusers can use the phone and send and receive SMS text messages.
BlackBerry smartphone users can only make emergencycalls.
The connection to the wireless network is turnedoff.
The BlackBerry smartphone user is not in a wirelesscoverage area.
If the signal strength is good, think where you were when you experienced the issue and if you noticed if the signal strength was low. In areas where signal strength weakens and causes the signal to become blocked by tall buildings, terrain, landscape, and physical distance, moving to an open area might help improve the voice quality.
Test the SIM card
If the BlackBerry smartphone uses a SIM card and the signal strength is fluctuating or is not acceptable when in a good coverage area, the SIM card might be damaged. Replace the SIM card with a working SIM card, and then test the voice quality again.
Test any accessories
If you were using an accessory when you experienced the audio issue, remove the accessory, and then test the BlackBerry smartphone volume settings. Accessories might include one of the following:
Wired headset
Bluetooth headset
Hands-free Bluetooth car kit
If the issue occurs only when using an accessory, the issue might be with the accessory and not the BlackBerry smartphone. If the accessory is not an approved BlackBerry accessory, contact the manufacturer for further technical support.
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:
Turn the BlackBerry smartphone off.
Remove the battery.
Reinsert the battery.
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.
Ringer
Low Ringer Volume
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 your are experiencing on the BlackBerry® smartphone. For example, play a ring tone. While the ring tone is playing, change volume and audio settings to make sure the audio is functioning. Use the audio keys on the side of the smartphone to raise and lower the volume. Attempt a test call to check that the volume settings are functional.
Check audio settings
Check the volume settings for ring tones and notifications and adjust as necessary.
You can also increase the default volume for calls. The higher the volume percentage, the louder the volume. To change the default volume for calls, complete the following steps:
For BlackBerry Device Software 4.5 to 5.0
In the phone, press the Menu key.
Click Options.
Click General Options.
Change the Default Call Volume field.
Press the Menu key.
Click Save.
For BlackBerry Device Software 6.0
In the phone, press the Menu key.
Click Options.
Click In-call Settings.
Change the Default Call Volume field.
Press the Menu key.
Click Save.
Test any accessories
If you were using an accessory when you experienced the audio issue, remove the accessory, and then test the BlackBerry smartphone volume settings. Accessories might include one of the following:
Wired headset
Bluetooth headset
Hands-free Bluetooth car kit
If the issue occurs only when using an accessory, the issue might be with the accessory and not the BlackBerry smartphone. If the accessory is not an approved BlackBerry accessory, contact the manufacturer for further technical support.
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:
Turn the BlackBerry smartphone off.
Remove the battery.
Reinsert the battery.
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 the problem persists, follow your wireless service provider's procedures to service or return the BlackBerry smartphone.
Not Ringing or Vibrating
Try the following actions to resolve the issue. If the issue persists, proceed to the next troubleshooting step.
Confirm that ring tone and volume settings are active
Confirm that the BlackBerry smartphone audio settings are not set to Silent, All Alerts Off, or Vibrate Only. To confirm audio settings, complete the following steps:
From the Home screen, click Sounds (this may also be called Profiles).
Change the notification information, press the Menu key and click Save.
Note: Make sure the volume is not set to Mute.
Try setting the Vibration to ON and click TRY IT to hear the ring tone and vibration. Check the quality of the vibration and ring tone. For example, listen for no vibration sound, or weak, distorted, or intermittent sounds.
Make sure that Do not disturb is disabled
Verify that Do not disturb is disabled.
From the main screen, select Sounds (or Profiles).
Select Advanced.
Select Active.
Select Phone.
Make sure that Do not disturb is set to No.
Check audio settings
Check the volume settings for ring tones and notifications and adjust as necessary. You can also increase the default volume for calls. The higher the volume percentage, the louder the volume. To change the default volume for calls, complete the following steps:
For BlackBerry Desktop Software 4.5 to 5.0
In the phone, press the Menu key.
Click Options.
Click General Options.
Change the Default Call Volume field.
Press the Menu key.
Click Save.
For BlackBerry Desktop Software 5.0
In the phone, press the Menu key.
Click Options.
Click In-call Settings.
Change the Default Call Volume field.
Press the Menu key.
Click Save.
Test any accessories
If you were using an accessory when you experienced the audio issue, remove the accessory, and then test the BlackBerry smartphone volume settings. Accessories might include one of the following:
Wired headset
Bluetooth headset
Hands-free Bluetooth car kit
If the issue occurs only when using an accessory, the issue might be with the accessory and not the BlackBerry smartphone. If the accessory is not an approved BlackBerry accessory, contact the manufacturer for further technical support.
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:
Turn the BlackBerry smartphone off.
Remove the battery.
Reinsert the battery.
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 the problem persists, follow your wireless service provider's procedures to service or return the BlackBerry smartphone.
Vibrates Only
Try the following actions to resolve the issue. If the issue persists, proceed to the next troubleshooting step.
Confirm that ring tone and volume settings are active
Confirm that the BlackBerry smartphone audio settings are not set to Silent, All Alerts Off, or Vibrate Only. To confirm audio settings, complete the following steps:
From the Home screen, click Sounds (this may also be called Profiles).
Change the notification information, press the Menu key and click Save.
Note: Make sure the volume is not set to Mute.
Try setting the Vibration to ON and click TRY IT to hear the ring tone and vibration. Check the quality of the vibration and ring tone. For example, listen for no vibration sound, or weak, distorted, or intermittent sounds.
Make sure that Do not disturb is disabled
Verify that Do not disturb is disabled.
From the main screen, select Sounds (or Profiles).
Select Advanced.
Select Active.
Select Phone.
Make sure that Do not disturb is set to No.
Check audio settings
Check the volume settings for ring tones and notifications and adjust as necessary. You can also increase the default volume for calls. The higher the volume percentage, the louder the volume. To change the default volume for calls, complete the following steps:
For BlackBerry Device Software 4.5 to 5.0
In the phone, press the Menu key.
Click Options.
Click General Options.
Change the Default Call Volume field.
Press the Menu key.
Click Save.
For BlackBerry Device Software 6.0
In the phone, press the Menu key.
Click Options.
Click In-call Settings.
Change the Default Call Volume field.
Press the Menu key.
Click Save.
Test any accessories
If you were using an accessory when you experienced the audio issue, remove the accessory, and then test the BlackBerry smartphone volume settings. Accessories might include one of the following:
Wired headset
Bluetooth headset
Hands-free Bluetooth car kit
If the issue occurs only when using an accessory, the issue might be with the accessory and not the BlackBerry smartphone. If the accessory is not an approved BlackBerry accessory, contact the manufacturer for further technical support.
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:
Turn the BlackBerry smartphone off.
Remove the battery.
Reinsert the battery.
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 the problem persists, follow your wireless service provider's procedures to service or return the BlackBerry smartphone.
Software
BlackBerry Desktop Manager
Reloading Blackberry Device Software
Upgrading Blackberry Device Software
Backing Up and Restoring Personal Data
Trackball / Trackpad / Keyboard
Trackpad or Trackball Not Scrolling
Trackpad or Trackball is Frozen or Not Functioning
Keys Sticking
Keys Not Responding
Navigation Keys Not Responding
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