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Visitor
Posts: 1
Registered: ‎11-20-2012
My Device: Bold 9930
My Carrier: Verizon

Software Update Freeze on Blackberry Bold 9930

I was attempting to run the 7.1 OS update on my bold 9930; my phone now keeps freezing on the "backing up your data" screen.  i've done 2 battery pull with no success...

 

i have already downloaded the software update; im just having trouble installing it

Hall of Famer II
Posts: 51,873
Registered: ‎11-28-2008
My Device: Z30/Z10/Q10 (10.3.1.2744), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Software Update Freeze on Blackberry Bold 9930

Hi and Welcome to the Community!

 

(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 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
Posts: 8
Registered: ‎10-27-2010
My Device: Bold 9930
My Carrier: GloMobile, Nigeria

Re: Software Update Freeze on Blackberry Bold 9930

I've tried both options with same outcome...after the upgrade, done successfully, the keypad and touchscreen don't work again.

 

This is really frustrating and annoying.....

 

Can you, please, help with any other solutions?!

Hall of Famer II
Posts: 51,873
Registered: ‎11-28-2008
My Device: Z30/Z10/Q10 (10.3.1.2744), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Software Update Freeze on Blackberry Bold 9930

Oh! New information I see!!!


glassroys wrote:

the keypad and touchscreen don't work again.


You never before said that was the reason for you trying to do an upgrade. That could well indicate something else entirely...and the process you've been doing may well spell doom for your BB, especially if one of the possible causes is accurate. What you describe is often a result of moisture damage to a BB.

So, any chance your BB got wet? 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 (maybe longer...perhaps as long as 5 days).

 

Applying power to your BB between it getting wet and doing this process reduces the chances of success -- sadly, with all of your upgrade attempts, you've done exactly this (quite a bit, actually). 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.

 

Otherwise, there could be a hardware cause to your issues...and no amount of software, OS, nor internet-distance diagnostics can help that situation. Only in-hand evaluation by a qualified hardware technician can provide a proper diagnosis (and estimate).


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