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Super Contributor
Posts: 400
Registered: ‎06-03-2011
My Device: 9900

Media Card Files constantly disappear from phone

I have the Bundle update, but still every so often, when I get a notification it is not in a tone I have set.  I check the storage and none of my files are shown: pics or sounds.

 

So I battery pull it, and it's fine.

 

But then later on, it can just go again.

 

I have a Lexar 16gb card in the phone.  What's causing this?

Retired
Posts: 2,795
Registered: ‎05-10-2010
My Device: BlackBerry Z10 smartphone

Re: Media Card Files constantly disappear from phone

Hi simon_a6,

 

If you have access to a computer, I would recommend transferring (backing up) your media files to it, then reformatting your media card to resolve this issue. This KB article provides the steps to format a media card. "Media card cannot be read. Verify that the memory card is formatted" http://bbry.lv/NA6MGt

 

Hope this helps.


-FS


 


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Super Contributor
Posts: 400
Registered: ‎06-03-2011
My Device: 9900

Re: Media Card Files constantly disappear from phone

Thanks.

Backup done.

Format done.

Restore of files to card done.

Plugged in and took ages to "scan" for everything.

 

Now time will tell if it's worked.

 

Do you think because it was formatted for an 8520 before, it just had "issues" then?

Super Contributor
Posts: 400
Registered: ‎06-03-2011
My Device: 9900

Re: Media Card Files constantly disappear from phone

I just deleted an App, and had to do a restart.

Following that restart, the same thing happened.

 

It seems it often does it after a restart - but after a battery pull it's fine.

Retired
Posts: 2,795
Registered: ‎05-10-2010
My Device: BlackBerry Z10 smartphone

Re: Media Card Files constantly disappear from phone

Hi simon_a6,

 

In that case, I would recommend backing up your data and performing a clean reload of your BlackBerry® Device Software to rule out any issue with the software that may be causing this. For further instructions, please see the following KB articles.

For Windows®: "How to perform a clean reload of the BlackBerry Device Software for Windows" http://bbry.lv/GI9beY
For Mac: "Perform a clean reload of BlackBerry smartphone application software using BlackBerry Desktop Software on a Mac computer" http://bbry.lv/J0UN1U
Please test to make sure the issue has been resolved before restoring any data from your backup file.

Hope this helps.


-FS


 


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Be sure to click Kudos! for those who have helped you.

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Super Contributor
Posts: 400
Registered: ‎06-03-2011
My Device: 9900

Re: Media Card Files constantly disappear from phone

Hi

What concerns me on that page is this:

 

"Clear the check box next to Back up device data"

 

So after I have run the reinstall, does it not automatically reinstall my backup??

 

I had to install the latest version of the Bundle a week ago, and that did the clear, back, reinstall thing. 

Retired
Posts: 2,795
Registered: ‎05-10-2010
My Device: BlackBerry Z10 smartphone

Re: Media Card Files constantly disappear from phone

Hi simon_a6,

 

That's correct, you will need to clear the Back up device data checkbox in order to do a clean reload. Please make sure to take a separate full backup of your data before attempting to do this. The backup should not automatically be restored so you will be able to test to make sure the issue has been resolved without any data on the BlackBerry® smartphone. This KB article provides the steps to take a backup. "How to back up BlackBerry smartphone data using BlackBerry Desktop Software for Windows" http://bbry.lv/IWfPl0

 

Thanks.


-FS


 


Come follow your BlackBerry Technical Team on Twitter! @BlackBerryHelp


Be sure to click Kudos! for those who have helped you.

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Super Contributor
Posts: 400
Registered: ‎06-03-2011
My Device: 9900

Re: Media Card Files constantly disappear from phone

Ok, I've reinstalled it all.  Media Card worked.  Couldn't see how to do a "Restart" from the phone, without the battery pull.

But it worked.
So restored my apps and settings.  So far so good.
Will have to install an App, and restart and see what happens.

Super Contributor
Posts: 400
Registered: ‎06-03-2011
My Device: 9900

Re: Media Card Files constantly disappear from phone

I have bad news to report.

I thought it had worked, as I a restart earlier and was fine.

But I just uninstalled a "TrainTimes" app, and after it restarted, everything from the media card disappared - it couldn't see the folders or any part of it.

 

Now doing a battery pull which will work, after it 'scans'.

 

So what's plan b??

Retired
Posts: 2,795
Registered: ‎05-10-2010
My Device: BlackBerry Z10 smartphone

Re: Media Card Files constantly disappear from phone

Hi simon_a6,

 

Since the issue recurred only after restoring your settings, it seems that something in your backup file is restoring the issue along with your data when the backup is restored. I would advise performing a security wipe and doing a custom restore of only essential data, such as contacts and calendar. Please see the following KB articles for more information.

"How to delete all data and applications from the BlackBerry smartphone using the Security Wipe option" http://bbry.lv/GKqYFA

"How to use BlackBerry Desktop Software to restore data to a BlackBerry smartphone from a backup file" http://bbry.lv/LAi4cT

 

Thanks.


-FS


 


Come follow your BlackBerry Technical Team on Twitter! @BlackBerryHelp


Be sure to click Kudos! for those who have helped you.

Click Solution? for posts that have solved your issue(s)!