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BlackBerry® Bold™

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New Contributor
danderbe
Posts: 2
Registered: ‎04-11-2013
My Device: blackberry bold
My Carrier: T-mobile

Blackberry Bold software update freeze / restore progress

[ Edited ]

My boss was not receiving emails to his Blackberry so he asked me to take a look.

 

I checked and there was a critical software update due. I did the update via wifi on the phone directly and then received an error message - APP ERROR 602

 

I took out the battery and put back in. Now the phone is restore mode and moving very slow. After 1% restore, I see app error 602 and then hit reset... then it goes through the whole process again....

 

Any tips? I'm worried it is just going to keep getting stuck and he expected his phone back a couple of hours ago because the blackberry message said it would take up to 2 hours and it has been 4 hours.

 

Thanks!

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Hall of Famer II
sdgardne
Posts: 48,022
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Blackberry Bold software update freeze / restore progress

Hi and Welcome to the Community!

 

Check these:

  • KB29237 "App Error 602" appears on the BlackBerry smartphone running BlackBerry 7
  • KB23950 "App Error 602" appears on the BlackBerry smartphone

 


You may also just need to reload the OS cleanly...OTA updates can go wrong (and, IMHO, should NEVER be done).


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.


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
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New Contributor
danderbe
Posts: 2
Registered: ‎04-11-2013
My Device: blackberry bold
My Carrier: T-mobile

Re: Blackberry Bold software update freeze / restore progress

Thanks but I've already seen these. The issue is not necessarily the App error but the software update.

 


The phone has restarted but now it is in Backup mode again and over all progress is stuck at 0%!

 

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Hall of Famer II
sdgardne
Posts: 48,022
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Blackberry Bold software update freeze / restore progress


danderbe wrote:

Thanks but I've already seen these. 

 


Of all I gave you, you've seen all of those? Some? One or two? Can you perhaps help me understand what above is redundant to you and what is not?


danderbe wrote:

The issue is not necessarily the App error but the software update.


And I gave you a process to retry the update...you might though need to insert this trick:

  • KB10144 How to force the detection of the BlackBerry smartphone using Application Loader

danderbe wrote:

 

The phone has restarted but now it is in Backup mode again and over all progress is stuck at 0%! 


Or you may need these tricks (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.


Good luck!


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.