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New Contributor
SagT
Posts: 2
Registered: ‎04-18-2013
My Device: Bold 9790
My Carrier: Orange

Blackberry bold 9790 Help

Hi All,

 

ive been facing an issue with my bold 9790 ever since i have updated to 7.1, the phone just reboots on its own as well as the battery keeps draining faster than usual. so i have tried everything read on these support forums and still did not work. I finally downgraded to its original software but the problem is not resolved. was using my phone earlier after downgrading it, all of a sudden " battery too low for radio use" at around 65% charged" and it rebooted, from there it starts its routine of rebooting. I

 

s it a software problem or could it be the battery that has gone bad? I would really appreciate if you guys could help me, i even tried contacting the blackberry team on twitter but no replies as yet since the past 3 weeks.

 

Hoping to hear from you guys soon :smileyhappy:

 

Cheers

 

ST

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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: Blackberry bold 9790 Help

Hi and Welcome to the Community!

Your theory might be correct...it is possible that your battery or BB has experienced a problem...to test, this sequence is needed:

  1. Obtain a known good and already fully charged additional battery...use it in your BB and see what happens
  2. Obtain access to a known good and identical BB...use your battery in it and see what happens

The results of this will indicate if it's your BB or your battery that has the problem.


Otherwise, I recommend that you attempt to boot into Safe Mode:

  • KB17877 How to start a BlackBerry smartphone in Safe Mode

It may take you multiple attempts to get the ESC key sequence (press/release/hold) correct, so be patient. When successfully into Safe Mode, see what happens.

 

If the behavior ceases, then one of your add-on or 3rd party apps is the cause. So, think carefully...what happened just before this behavior started? A new app? An update? A Theme? Something else? Think carefully as the smallest change could be causal...and attempt to undo whatever that was.


But if the behavior continues in Safe Mode, then something else is wrong. Given what you describe, I doubt however it's an OS fault...but it's not impossible. You might want to try other OS packages to see if others perform better for you. You also might want to perform a "bare bones" OS install process to see if you can narrow down the cause.

 


Or, if your device is still under warranty, you may instead want to skip self-diagnostics and head over to your warranty service provider for formal support.


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
SagT
Posts: 2
Registered: ‎04-18-2013
My Device: Bold 9790
My Carrier: Orange

Re: Blackberry bold 9790 Help

Hi,

 

Sorry for the late respone. I received a new battery on friday, and it was working fine until yesterday when i updated my software back to 7.1 it has started to go off and on by itself as the battery reaches a level of 40 percent. I seriouly hope that this has not affected my new battery as it costed me quite a bit. I reckon the previous OS of 7.0 was much better and was working perfectly with my phone. Im currently using orange network and trying to downgrade it and it is not possible. I had a friend do it for me before but is not currently in town. Is there a way i could downgrade from the version 7.1 bundle 2239 to the original version which was with the phone? and it seems not to be a problem with 3rd party applications as i used it in safe mode and was the same thing.

 

i hope you could help on this now, and how i can downgrade my OS.

 

Thanks and hoping for a reply :smileyhappy:.

 

Regards,

 

SagT

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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: Blackberry bold 9790 Help


SagT wrote:

I received a new battery on friday


Oh!! That's a shame...by "known good", I never mean "new". You see, while rare, a new battery certainly can be defective. And it's much less expensive to conduct the test by finding someone with an identical BB who has no problems...and trade batteries to see what happens.


SagT wrote:

Is there a way i could downgrade from the version 7.1 bundle 2239 to the original version which was with the phone?


Unfortunately, unless you happened to take note of what that original version was, it'll be impossible to tell you what version to select.

Nevertheless, please refer to this official download portal as you proceed. It is sorted first by carrier -- so if all you want are the OS levels your carrier supports, your search will be quick. However, some carriers are much slower than others to release updates. To truly seek out the most up-to-date OS package for your BB, you must dig through and find all carriers that support your specific model BB, and then compare the OS levels that they support.

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. After installing the OS package to your PC, please remeber to 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 the "Bare Bones OS Reload Procedure" to attempt to 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.



You may also need the use of these tricks:



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.