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New Contributor
Kelbe
Posts: 4
Registered: ‎01-31-2012
My Device: Bold 9900
My Carrier: Bell Mobility

9900 shutdown, lost nearly everything and looks different now

Please help...my service provider was no help.  They offered me a Bold 9900 in black for $150.  Mine is white and I don't want to pay $150 for something that I don't want...sorry people with the black one but I love the look of the white.  Anyway, my phone shutdown on it's own today, one week after my warranty expired (purchased Jan 2012).  For the last little while it has had difficulty charging but it was charging fine when I left.  Came back to find it had shutdown and when I tried to turn it on no luck.  I removed the battery and the first screen (progress bar) was very slow and seemed to get stuck at some point.  Finally it came back up but the icons are all over the place and they are very small.  My script doesn't look the same, my background picture is gone (it's just white) and I'm missing a bunch of icons.  I have no email, no contacts, no calendar, no tasks etc.  This phone was my work phone and I literally have lost everything I need to be able to do my job.  Is there anyway I can get the old info back?  If it says it's gone then is all hope lost?  Can anyone recommend a place in Calgary, AB Canada that might be able to fix my BB?  Why is it that I have to pay an additional $150 to get a new phone when I clearly had a lemon.  How's it my fault that it just quit on me?  (sorry venting...so frustrated).  If anyone has any suggestions it would be greatly appreciated...I'm at a loss and devasted...I know 'it's just a phone' but it was also my lifeline.  Guess I should have learned how to back it up. 

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Hall of Famer II
sdgardne
Posts: 48,288
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: 9900 shutdown, lost nearly everything and looks different now

Hello,


Kelbe wrote:

Guess I should have learned how to back it up. 


We'll start there...and yes indeed...here's something that could have helped:

Sadly, if you never did any of that, then you have no source from which to restore your data...and, from what you describe, all recovery attempts will actually wipe out any data that may possibly be left on the device.

 

So, let us know how you'd like to proceed, and we can provide you with instructions to try and recover your BB functionality...not the data (since you never did any backups), just the functionality.

 

Good luck and let us know!


Occam's Razor nearly always applies when troubleshooting technology issues!
If anyone has been helpful to you, please show your appreciation by clicking the button inside of their post. Please click here and read, along with the threads to which it links, for helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions.
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New Contributor
Kelbe
Posts: 4
Registered: ‎01-31-2012
My Device: Bold 9900
My Carrier: Bell Mobility

Re: 9900 shutdown, lost nearly everything and looks different now

I figured all the data would be gone.  Sucks but what can you do...live and learn.

 

I would like to proceed with trying to get the functionality back.  Is this something I can do myself or will I need to take it in to someone who does these type of repairs?

 

Thanks for your help!

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Hall of Famer II
sdgardne
Posts: 48,288
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: 9900 shutdown, lost nearly everything and looks different now

Since, from what you describe, you can't actually use the device interface, the only thing I can think of is a clean OS reload...

At the top of each device forum, there should be some "sticky" threads that discuss the OS levels available for many models. If they include your model, then please use those as reference as you proceed. Otherwise, you will have to dig through the official download portal for OS packages for your model:

From a PC, you can install any compatible (e.g., for your exact BB Model Number) OS package to a BB via this procedure:

Note that while written for "reload" and the Storm, it can be used to upgrade, downgrade, or reload any BB device model -- it all depends on the OS package you download and install to your PC. If that OS package is from a carrier other than the carrier for which your BB was originally manufactured, then delete, on your PC, all copies of VENDOR.XML...there will be at least one, and perhaps 2, and they will be located in or similarly to (it changes based on your Windows version) these folders:

  • C:\Program Files (x86)\Common Files\Research In Motion\AppLoader
  • C:\Users\(your Windows UserName)\AppData\Roaming\Research In Motion\BlackBerry\Loader XML

Be sure that you remove, from your PC, any other BB device OS packages as having more than one installed to the PC can cause conflicts with this procedure.


You may also want to investigate the use of BBSAK (bbsak.org) to perform the wipe it is capable of.


You may also want to try this procedure to perhaps narrow down the precise causal item:

  1. Load your OS "bare bones"...if anything is optional, do not install it.
  2. If the behavior presents immediately, then try a different OS with step 1
  3. If the behavior does not immediately present, then run for as long as it takes for you to be sure that the behavior will not present.
  4. Add one thing -- no matter how tempting, just one.
  5. If the behavior does not present immediately, then again run for long enough to be sure it will not have the same problem
  6. Repeat steps 4 and 5 until all things are loaded or the behavior presents

When the behavior presents, you know the culprit...the last thing you loaded.

If the behavior does not re-present, then you know that either step 1 or 2 cured it.

If the behavior presents no matter what, then you likely have a hardware level issue for which no amount of OS or software can cure.


If you are on MAC, you are limited to only your carriers sanctioned OS packages...but can still use any levels that they currently sanction. See this procedure:

  • KB19915How to perform a clean reload of BlackBerry smartphone application software using BlackBerry Desktop Software

Good luck and let us know!


Occam's Razor nearly always applies when troubleshooting technology issues!
If anyone has been helpful to you, please show your appreciation by clicking the button inside of their post. Please click here and read, along with the threads to which it links, for helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions.
Join our BBM Channels
BSCF General Channel
PIN: C0001B7B4   Display/Scan Bar Code
Knowledge Base Updates
PIN: C0005A9AA   Display/Scan Bar Code
Please use plain text.
New Contributor
Kelbe
Posts: 4
Registered: ‎01-31-2012
My Device: Bold 9900
My Carrier: Bell Mobility

Re: 9900 shutdown, lost nearly everything and looks different now

I attempted to do as you instructed. Btw, thank you for the detailed info.  Very helpful for a non-techy person.  Connecting my BB to the computer however wasn't successful.  It states that it does not recognize the device.  I cleared all BB programs/software from my computer and attempted again and again no luck.  Must be hardware related :smileysad:

 

I've decided to take it in and see if the phone can be rebuilt as my wireless provider has been no help and am currently now using a pay as you go phone for work.  I'm sure you can imagine just how frustrating that can be.

 

Anyway, thanks again for helping me sort out this issue!

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New Contributor
khsaad
Posts: 4
Registered: ‎01-03-2011
My Device: 9780
My Carrier: Warid

Re: 9900 shutdown, lost nearly everything and looks different now

[ Edited ]

I have the same issue, please suggest me any solution if you have any..

 

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