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curtishaynie
Posts: 1
Registered: ‎06-17-2013
My Device: Bold 990

Bold 9900 Trackpad WILL NOT scroll in New Mail message or in a text message conversation

[ Edited ]

Issue: 

When I compose a New Mail message the trackpad will not scroll between fields (To: CC: Bcc:, etc). Also, when I open a text message conversation I cannot scroll through a singular conversation. Other than these two scenarios the trackpad works flawlessly. There is no hesitation or slowness when using the phone or the trackpad otherwise.

 

Troubleshooting steps:

First phone - First started in February 2013 

Blackberry Bold 9900 

OS 7.1.0 Bundle 1997

- Pull battery (multiple times): Resolves issue with varrying success for 2-7 days; issue always returns

- Reflash the latest updates with BDM

-brought to AT&T Device Support center where they pulled the battery (which fixed it again), but they replaced the phone with a new 9900

 

Second phone - recv'd in March 2013 did not produce same issue until beginning of June 2013

Blackberry Bold 9900 

OS 7.1.0 Bundle 2435

- same steps as above

 

AT&T store suggested clearing call log, deleteing old message to fix the issue. I did not do that because I do not have many and it does not seem to be causing slowness anywhere else but in the two scenarios above.

 

Thanks for your suggestions.

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Retired
hatchback
Posts: 2,283
Registered: ‎09-09-2010
My Device: BlackBerry Z10 Smartphone

Re: Bold 9900 Trackpad WILL NOT scroll in New Mail message or in a text message conversation

Hey curtishaynie,

Welcome to the BlackBerry® Support Community Forums.

 

I would suggest backing up and doing a clean reload of the BlackBerry® device software as shown here: http://btsc.webapps.blackberry.com/btsc/KB11320. Please test before restoring any data to the device.

If this resolves the issue do a selective restore of essential data (Address Book, Calendar, Task, Memos, BBM contacts etc.)
How to use BlackBerry® Desktop Software to restore data to a BlackBerry® smartphone from a backup file
http://btsc.webapps.blackberry.com/btsc/KB10339.

If the issue still persists after the reload, further investigation might be required. To help further diagnose the cause, contact your wireless service provider or BlackBerry® Technical Support Services for further review and support.

Thank you.

-HB

 

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