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New Contributor
eliet
Posts: 2
Registered: ‎02-08-2013
My Device: 9790
Accepted Solution

UPDATE

Hello,

 

I had received 1 notification to update my black berry 9790 so i confirm to make the update and when the update starts my phone stop at 18% for a long time then  tuned off and it start the installation and now it is stopped on 11% and i am not able to do anything with my phone. Can you please help to solve this matter.

 

Look forward to hear from you at the earliest

 

thank you and best regards

 

ELIE

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Elite II
prince2012
Posts: 7,969
Registered: ‎06-01-2012
My Device: Curve

Re: UPDATE

Hi eliet

 

Welcome to BlackBerry Support Forums

 

There are two methods of recovery for you to try :

 

(Credit JSanders)

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.
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New Contributor
eliet
Posts: 2
Registered: ‎02-08-2013
My Device: 9790

Re: UPDATE

thank you it works :smileyhappy:

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Elite II
prince2012
Posts: 7,969
Registered: ‎06-01-2012
My Device: Curve

Re: UPDATE

Hey eliet

You are most welcome :smileyhappy:
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