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JacquelineBauer
Posts: 6
Registered: ‎10-29-2012
My Device: Tour-9650
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Blackberry Bold Screen Frozen on Colored Grid Lines!

Hello!

My Blackberry Bold is frozen on a home screen showing only colored grid lines.  It still "alerts" with tones when emails and texts are received, but I can not access anything. I also can not make calls.  It is fully charged and I also tried re-booting by taking out the battery.  Nothing is working!  To make matters worse, I live in Washington DC and everything is closed (including public transportation and probably the Verizon store) with Hurricane Sandy heading our way!!  Such poor timing to have a phone that is not working!  Any advice on how to fix this would be greatly appreciated.  Thanks!

JSanders
Posts: 86,559
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Registered: ‎04-01-2008
My Device: Passport • Z30 • Z10 • Torch9850 • Playbook
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Re: Blackberry Bold Screen Frozen on Colored Grid Lines!


JacquelineBauer wrote:

 I also tried re-booting by taking out the battery.  Nothing is working! 


Welcome to the Community Support forums.

 

So, "nothing is working", but when you did the reboot, what happened?

Any red LED activity? Did it begin to reboot, or not? And failed?




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JacquelineBauer
Posts: 6
Registered: ‎10-29-2012
My Device: Tour-9650

Re: Blackberry Bold Screen Frozen on Colored Grid Lines!

HI!  Thanks for your response.  When I put the battery back into the phone, the LED did turn red for a few seconds and then the screen with the colored grid lines (almost like a UPCode) re-appeared.  I connected the phone to my laptop and transferred all my files--so I don't lose anything. 

JSanders
Posts: 86,559
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Registered: ‎04-01-2008
My Device: Passport • Z30 • Z10 • Torch9850 • Playbook
My Carrier: Verizon

Re: Blackberry Bold Screen Frozen on Colored Grid Lines!

OK, good on the files transfer.

 

Was that done via the BlackBerry Desktop Software, you did a backup or what?

 

If you could be more detailed in your answers or explanation, it would help to understand what's going on here.




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JacquelineBauer
Posts: 6
Registered: ‎10-29-2012
My Device: Tour-9650

Re: Blackberry Bold Screen Frozen on Colored Grid Lines!

I used the laptop software to back up my files on my computer.  It allowed me to transfer my contacts and photos.  I did not have any documents or music on my phone that I needed to transfer.  There was also an option to update my software via the desktop program (phone was connected to desktop at this point).  I tried to do the update, but it did not work. I received an error message. I hope this makes sense...my expertise in technology is not too strong! 

 

 

JSanders
Posts: 86,559
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Registered: ‎04-01-2008
My Device: Passport • Z30 • Z10 • Torch9850 • Playbook
My Carrier: Verizon

Re: Blackberry Bold Screen Frozen on Colored Grid Lines!

So should I assume that "laptop software" was the BlackBerry Desktop Software?

 

And the 'transfer', might that have actually said it was a backup?

 

If so, you should have all that info on your laptop then.

 

So, now, connect again to the laptop via the USB cable, and run the BlackBerry Desktop Software.

While connected, remove the battery and reinsert again.

Do you see a prompt ON the laptop to update, or repair the device software?




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JacquelineBauer
Posts: 6
Registered: ‎10-29-2012
My Device: Tour-9650

Re: Blackberry Bold Screen Frozen on Colored Grid Lines!

Yes, it is the Blackberry Desk Top Software that I am using and I did transfer all my files. 

I just reconnected the phone and ran the Software (as you suggested).  I took the battery out and put it back into the phone.  At that point, I received the prompt to "update/repair".  I clicked on that option and waited for a few minutes while it was updating/repairing.  During this time the phone made a few "ding" sounds.  I received a message on the Blackberry Desk Top that the update was complete.  However, the phone screen still shows the same frustrating grid of colored lines.  This seems like it may be a major problem!  This is a phone that is used for work, and there is a warranty on the product.  It is just impossible (with Hurricane Sandy near my town) to get in touch with anyone from our IT staff to assist with this.  I really appreciate your advice and if you have any other options..Please let me know!

JSanders
Posts: 86,559
Likes: 23,196
Solutions: 5,992
Registered: ‎04-01-2008
My Device: Passport • Z30 • Z10 • Torch9850 • Playbook
My Carrier: Verizon

Re: Blackberry Bold Screen Frozen on Colored Grid Lines!

Ouch , that sounds like you might have screen hardware problems.

 

 




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JacquelineBauer
Posts: 6
Registered: ‎10-29-2012
My Device: Tour-9650

Re: Blackberry Bold Screen Frozen on Colored Grid Lines!

I just received an update from our tech team at work.  They say the phone will likely need to be replaced.  They also mentioned hardware problems.  The good news is that it is covered by insurance.  The bad news is that Hurricane Sandy is bearing down on me and I don't have a cell phone! At least my power/electricity is still on.  Thanks again for your advice...I really appreciate the time you took to offer some suggestions.  Have a great rest of the  day!

JSanders
Posts: 86,559
Likes: 23,196
Solutions: 5,992
Registered: ‎04-01-2008
My Device: Passport • Z30 • Z10 • Torch9850 • Playbook
My Carrier: Verizon

Re: Blackberry Bold Screen Frozen on Colored Grid Lines!

Hey good luck, with the Blackberry and Storm. I've been through my share of hurricanes, and they are no fun. Stay safe.




1. If any post helps you please click the Like Button below the post(s) that helped you.
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