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Contributor
Posts: 13
Registered: ‎03-23-2013
My Device: 9900
My Carrier: 0

9900 stuck in reboot for last 7hrs

I woke up this mornign to back up my phone as i do weekly

i saw a new os upgrade for my 9900

after installing the upgrade the device got to the phase of 'rebooting' after installation

 

My phone has been stuck in the rebooting phase, the bar is positioned behind the escape button and does nothing

 

ive tried several attempts to start the phone is safe mode. downgrading the os, reinstalling the os and to no avail

 

i would really love some help at this point. i cant even contact bb support because i have no phone to call them

Hall of Famer II
Posts: 55,712
Registered: ‎11-28-2008
My Device: PRIV (5.1.1), Z10/Z30/Q10 (10.3.2.2813), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: 9900 stuck in reboot for last 7hrs

Hi and Welcome to the Community!

 

Ahhh...OTA updates, the most dangerous method to use, IMHO!!!

 

(Credit JSanders)

There are two methods of recovery for you to try:

One:

  • Open Blackberry Desktop Software & Connect your device with PC using USB cable, without inserting battery.
  • You will get three option Retry, Update Or Cancel, then click on update.
  • Once it is to the stage of the update "initializing handheld", then insert battery.
  • If this does not work, and you remain stuck on the backing up the Social Feeds database, go to the second method below.

Secondly:

  • Start your BlackBerry in Safe mode.  Article ID: KB17877 How to start a BlackBerry smartphone in Safe Modehttp://www.blackberry.com/btsc/KB17877
  • Connect to the BlackBerry Desktop Software and allow your handheld to connect. If you are prompted to upgrade, cancel the upgrade for later.
  • IF you cannot connect or your Desktop Software does not recognize your device while in Safe Mode, please follow the directions here to force the detect:  Article ID: KB10144 How to force the detection of the BlackBerry smartphone using Application Loader
  • Go to Device > delete > SELECT DATA > select to delete both the Social Feeds and Smart Card databases, and follow the remaining prompts to complete it. 
  • Now, you can return and click to upgrade the device through the Desktop Manager, or reboot the BlackBerry in normal mode and continue the over the air upgrade.

Failing those, these more drastic measures might help:

Good luck!


Get your 15% discount at ShopBlackBerry.com! Click Here for details.

Occam's Razor nearly always applies when troubleshooting technology issues!

New to the Community? Click here and also here for helpful guidance. Also please click here for additional 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. If anyone has been helpful to you, please show your appreciation by clicking the button. Need a reference to BB10 OS/SR versions? Click here. Need a specific BB10 AutoLoader? Send me a private message.
Contributor
Posts: 13
Registered: ‎03-23-2013
My Device: 9900
My Carrier: 0

Re: 9900 stuck in reboot for last 7hrs

Ok desktop manager doesnt work, after installoignthe os again from it still gets stuck

 

safe mode also doesnt even initiate

one the phone reboots and the bar gets to the escape button everything stops and it just sits there

Contributor
Posts: 13
Registered: ‎03-23-2013
My Device: 9900
My Carrier: 0

Re: 9900 stuck in reboot for last 7hrs

by the way thank you for the welcome

Highlighted
Hall of Famer II
Posts: 55,712
Registered: ‎11-28-2008
My Device: PRIV (5.1.1), Z10/Z30/Q10 (10.3.2.2813), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: 9900 stuck in reboot for last 7hrs


IslandPrinc3ss wrote:

Ok desktop manager doesnt work, after installoignthe os again from it still gets stuck

 

safe mode also doesnt even initiate

one the phone reboots and the bar gets to the escape button everything stops and it just sits there


I think that there are more remedies in there for you to try, but from the way you've presented this, I can't quite correlate anything but Safe Mode to what was provided above. In any event, keep going with the rest of the remedy attempts already provided.

 

Good luck!


Get your 15% discount at ShopBlackBerry.com! Click Here for details.

Occam's Razor nearly always applies when troubleshooting technology issues!

New to the Community? Click here and also here for helpful guidance. Also please click here for additional 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. If anyone has been helpful to you, please show your appreciation by clicking the button. Need a reference to BB10 OS/SR versions? Click here. Need a specific BB10 AutoLoader? Send me a private message.
Contributor
Posts: 13
Registered: ‎03-23-2013
My Device: 9900
My Carrier: 0

Re: 9900 stuck in reboot for last 7hrs

Ok so 24hrs later after having done everything you suggested including completely deleting the software from my device and installing software from scratch, once the installation is complete and the phone restarts during the 'connecting to device' phase... once the scroll bar reaches the escape button it stops loading and connection between the bb and the computer is lost. idk what else t odo

Contributor
Posts: 13
Registered: ‎03-23-2013
My Device: 9900
My Carrier: 0

Re: 9900 stuck in reboot for last 7hrs

Please, can anyone help me?

Hall of Famer II
Posts: 55,712
Registered: ‎11-28-2008
My Device: PRIV (5.1.1), Z10/Z30/Q10 (10.3.2.2813), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: 9900 stuck in reboot for last 7hrs

Hmmm...I still can't quite tell for sure exactly what you've tried, so I'll give you some more things just in case...

 


You may 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.

 

Good luck and let us know!


Get your 15% discount at ShopBlackBerry.com! Click Here for details.

Occam's Razor nearly always applies when troubleshooting technology issues!

New to the Community? Click here and also here for helpful guidance. Also please click here for additional 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. If anyone has been helpful to you, please show your appreciation by clicking the button. Need a reference to BB10 OS/SR versions? Click here. Need a specific BB10 AutoLoader? Send me a private message.
Contributor
Posts: 13
Registered: ‎03-23-2013
My Device: 9900
My Carrier: 0

Re: 9900 stuck in reboot for last 7hrs

ive tried loading 4 different os systems to my phone that show in the list with desktop manager, none of those work

i downloaded bbsak and did successfully wipe my phone clean an then used bbsak to install an os and again the exact result...... once the os instal is complete and the bb restarts to fully power on once the scroll bar gets to the escape button it stops and connection between the phone and pc is lost and it doesnt move any further

Hall of Famer II
Posts: 55,712
Registered: ‎11-28-2008
My Device: PRIV (5.1.1), Z10/Z30/Q10 (10.3.2.2813), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: 9900 stuck in reboot for last 7hrs

OK...so you are allowing the Desktop Software to function in "automatic" mode, which restricts you to only those OS packages sanctioned by your carrier. You'd have to use other tricks to use other carriers OS packages, but you are allowed to.

But...you did not comment on the "bare bones" methodology I laid out. When things get really bad, I find that tedious process to be the only way to really root out the most likely causal thing. (Keeping always in mind that, if the problem is hardware, then no amount of trying these things will help...the process, though, is deductive...trying to eliminate as many possibilities as you can so as to narrow down to the most likely cause, which could be hardware.)

There is also a "nojvm" option that can be used (loader.exe /nojvm) but that requires bypassing the Desktop Software and directly using the loader.exe tool (which, btw, is also the best way to force using a different carriers OS package, as long as you've deleted the VENDOR.XML files and have only one BB OS package installed to your PC.)

Get your 15% discount at ShopBlackBerry.com! Click Here for details.

Occam's Razor nearly always applies when troubleshooting technology issues!

New to the Community? Click here and also here for helpful guidance. Also please click here for additional 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. If anyone has been helpful to you, please show your appreciation by clicking the button. Need a reference to BB10 OS/SR versions? Click here. Need a specific BB10 AutoLoader? Send me a private message.