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Contributor
fraz101
Posts: 47
Registered: ‎10-17-2011
My Device: bold 9700

Left side convenience key stopped working

Just noticed my left side convenience key has stopped working, i have ensured it is still assingned to a shortcut (calculator) i have also taken the phone cover off and checked the button is working normally,which it is....Any ideas what to try next?

Hall of Famer II
sdgardne
Posts: 48,788
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)

Re: Left side convenience key stopped working

Hello!

Anytime random strange behavior or sluggishness creeps in, the first thing to do is a battery pop reboot. With power ON, remove the back cover and pull out the battery. Wait about a minute then replace the battery and cover. Power up and wait patiently through the long reboot -- ~5 minutes. See if things have returned to good operation. Like all computing devices, BB's suffer from memory leaks and such...with a hard reboot being the best cure.

Best!


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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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Contributor
fraz101
Posts: 47
Registered: ‎10-17-2011
My Device: bold 9700

Re: Left side convenience key stopped working

Yeah i tried that,didnt help.

Hall of Famer II
sdgardne
Posts: 48,788
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)

Re: Left side convenience key stopped working

Any chance your BB has had any moisture intrusion into the case? Even high humidity could do so...if so, then:


REMOVE YOUR BB BATTERY NOW!!!

Run, don't walk, to this FAQ:

Do everything it says, including waiting the maximum recommended time. Applying power to your BB between it getting wet and doing this process reduces the chances of success. Further, the only thing predictable about moisture intrusion into a BB (indeed, any electronic device) is that the results will be unpredictable. I've seen some come back up right away and be fine. I've seen others never work at all. I've seen still others run for a bit, and then die later. And every thing in between.


 

 

Have you tried setting the key back to it's default to see if it actually does function? Have you installed anything since this was last working correctly? A new app? A theme? An update?

 


You can also 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, if the behavior clears up, then 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.


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
Contributor
fraz101
Posts: 47
Registered: ‎10-17-2011
My Device: bold 9700

Re: Left side convenience key stopped working

It's never been near any moisture, and it still doesn't work in safe mode......

Hall of Famer II
sdgardne
Posts: 48,788
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)

Re: Left side convenience key stopped working


fraz101 wrote:

It's never been near any moisture


OK...then we rule out that (at least as far as, at an internet distance, we can rule anything in or out!).


 

You didn't however, respond to my recommendation about setting the key back to it's default...


fraz101 wrote:

and it still doesn't work in safe mode......


Hmmm...I can't quite tell. Are you saying that you could not get your BB into Safe Mode at all? If so, then keep trying, perhaps varying from the exact sequences the KB indicates.

Or, are you saying you successfully booted into Safe Mode, but the button still does not work? If so, then you may have some damage or defect impacting your situation...if you remain under warranty, then seek out service via your required channel (normally your original place of purchase, your mobile service provider, or an authorized service center -- it varies by region, so you need to check your documentation to find out your specific warranty provisions). If you have no warranty, then you would want to seek out in-person support from a local shop with a qualified BB hardware technician who can give you a proper evaluation.

 

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
Contributor
fraz101
Posts: 47
Registered: ‎10-17-2011
My Device: bold 9700

Re: Left side convenience key stopped working

Yes i re booted the handset in safe mode and the convenience button still doesn't work, i have also reset the convenience key back to default but it still does not work....the handset is not under warranty.

Hall of Famer II
sdgardne
Posts: 48,788
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)

Re: Left side convenience key stopped working


fraz101 wrote:

Yes i re booted the handset in safe mode and the convenience button still doesn't work, i have also reset the convenience key back to default but it still does not work


OK...that clarifies your results...thank you.


fraz101 wrote:

the handset is not under warranty.


In which case you have some decisions to make...repair may not be economically worth it.

 

You could try a clean OS reload, leaving off all optional items, to see if perhaps there is some OS level corruption. You also could try a different OS level.

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
Contributor
fraz101
Posts: 47
Registered: ‎10-17-2011
My Device: bold 9700

Re: Left side convenience key stopped working

Could it be the rear phone housing unit which holds the sim card,memory card etc that is faulty?

Hall of Famer II
sdgardne
Posts: 48,788
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)

Re: Left side convenience key stopped working

It could be a lot of things, but anything physical can only be evaluated in-hand...internet distance diagnosis of hardware possibilities is rather challenging.

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