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New Contributor
SandsofEss
Posts: 3
Registered: ‎03-11-2013
My Device: BlackBerry Bold 9700
My Carrier: Giffgaff

BB 9700, first WSOD, now unable to connect to BDM

Hi all,

 

I've got a combination of a couple of issues here. I've racked up a good few hours on Google but not yet found anything for this specific scenario, so thought I'd ask for help here.

 

I've had my Bold 9700 for three years now. About 18 months ago I replaced the screen with a secondhand one I bought on eBay after an unprovoked LCD leak.

 

The Original Issue

 

Two weeks ago, my phone suddenly began displaying an immovable white screen, with no immediately obvious cause i.e. software updates. The phone worked as normal receiving calls and messages, I just couldn't see any of them. The white screen was only intermittent, and my phone would return to normal for about 50% of the time, especially mornings and evenings oddly.

 

Three days ago my phone switched to the white screen permanently. Again it appears to receives all messages and calls.

 

The New Issue

 

I was in the middle of updating my phone's software (after backin it up with no problems) through BDM when the cable got yanked out. Since then, when I plug my phone into BDM, it gives me the following error message:

 

The BlackBerry Desktop Software cannot connect with this device

 

When I select the repair option, it downloads the software needed to re-install the OS, then reads:

 

Failed to install your device software. Please try again.

 

Is there any way I can wipe my phone completely, reinstall the OS, then use my back up file to restore all my phone's saved data, before I then get back to fixing the white screen issue?

 

Thanks a lot in advance for any help you can offer.

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BlackBerry Technical Advisor (Retired)
hmthepirate
Posts: 3,246
Registered: ‎07-26-2010
My Device: BlackBerry Z10
My Carrier: Bell

Re: BB 9700, first WSOD, now unable to connect to BDM

Hello SandsofEss and welcome to the BlackBerry Support Community Forums.

 

Sorry to hear you're having an issue with your device.

 

Download and install your device software from your mobile carrier's download site (click here) and follow the steps in KB16251 Install or update device software on a BlackBerry smartphone without using BlackBerry Desktop Software. 

 

Once the software installs, you should be able to restore your backup file using BlackBerry Desktop Software.

 

Let me know if you're able to reinstall your software.

 

-HMthePirate

 

Come follow your BlackBerry Technical Team on twitter! @BlackBerryHelp

Be sure to click Kudos! for those who have helped you.

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New Contributor
SandsofEss
Posts: 3
Registered: ‎03-11-2013
My Device: BlackBerry Bold 9700
My Carrier: Giffgaff

Re: BB 9700, first WSOD, now unable to connect to BDM

Hi HMthepirate,

 

Thanks a lot for your response.

 

I had some luck getting the basic software reinstalled on my phone (thanks to the work IT guy), and I've since restored from my back-up.

 

Interestingly, the screen worked again for about ten minutes today, It was just long enough to tell me that my memory card had an error, but I'm afraid i didn't have time to note down the exact message.

 

Do you have any idea on what could be causing the white screen issue, and how I could fix it?

 

Thanks a lot,

 

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BlackBerry Technical Advisor (Retired)
hmthepirate
Posts: 3,246
Registered: ‎07-26-2010
My Device: BlackBerry Z10
My Carrier: Bell

Re: BB 9700, first WSOD, now unable to connect to BDM

Did the screen to white after you restored your data? 

 

Is there any error on the screen or does it remain solid white?

 

If the issue is caused by software then doing a full data restore could cause it to come back.

 

 

-HMthePirate

 

Come follow your BlackBerry Technical Team on twitter! @BlackBerryHelp

Be sure to click Kudos! for those who have helped you.

Click Solution? for posts that have solved your issue(s)!



Please use plain text.
New Contributor
SandsofEss
Posts: 3
Registered: ‎03-11-2013
My Device: BlackBerry Bold 9700
My Carrier: Giffgaff

Re: BB 9700, first WSOD, now unable to connect to BDM

There's no error message on the screen - it remains solid white but the phone is still functioning. I'm fairly sure it's a hardware issue.

 

The problem has continued following full data restore.

Please use plain text.
BlackBerry Technical Advisor (Retired)
hmthepirate
Posts: 3,246
Registered: ‎07-26-2010
My Device: BlackBerry Z10
My Carrier: Bell

Re: BB 9700, first WSOD, now unable to connect to BDM

Did the screen go white before the data was restored?

If so, then yes, it's logical to assume it's a hardware issue.

If it didn't go white until after you restored the data, then it's logical to think the issue is software related and the bug was restored when the data was.

-HMthePirate

 

Come follow your BlackBerry Technical Team on twitter! @BlackBerryHelp

Be sure to click Kudos! for those who have helped you.

Click Solution? for posts that have solved your issue(s)!



Please use plain text.