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Rhianejenks
Posts: 1
Registered: ‎12-20-2012
My Device: Bold 9790

Upgrade of Blackberry to version 7.1

Help!! I received message yesterday to upgrade my software which I duly did.  It said it would take about 2 hours.  I started the upgrade at 11pm yesterday and it is still going now only having backed up 13% of my phone and the phone is sooooo hot I cannot stop it.  I have tried turning the phone off, removing the battery but as soon as I put it back on it returns to the screen stating 13% of my system has been backed up.  How do I stop it? or restart it? or is this normal.  I cannot use my phone at all and don't know what to do.  Please help!

 

Thanks

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

Re: Upgrade of Blackberry to version 7.1

Hi Rhianejenks

 

Welcome to BlackBerry Support Forums

 

 

Sorry to hear that you having problem with update process.You should have used BlackBerry Desktop Software to do the same.Do you have a previous backup of your device because I fear you may lose all data within your device to recover your device from this situation.

 

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.

So try it and let us know of your progress.

 

Good Luck.

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