BlackBerry® Bold™

[Bill63]

Dear All please help!! My Bold 9700 (approx 2 years old) has developed a fault. With no warning it shows a light grey screen with a battery like image in its centre, with a red line running through it. To the bottom is a 'status bar' type line which moves slowly from left to right. After a few minutes the screen goes dark, the red LED (top right of handset) comes on, followed shortly after by the Blackberry loading screen with its own status bar. This screen lasts for less than a minute before the grey screen reappears. This loop is continual.

I have tried to charge the handset (fully aware that battery may be worn0 but surely even when its plugged into mains charger the phone should be usable? PLEASE ADVISE.

I visited my local Phone shop this morning and was advised to backup the device to my computer then to reset to original settings. However, this does not work as I am unable to carry out any functions on the device at all. I have work information on the handset  (including contact information) which I need for my job, and I need to keep this information.

PLEASE can someone advise me what I need to do. Im not confident that simply purchasing a new battery will resolve these issues. THANK YOU in advance.

[sdgardne · Accepted solution]

Hello!

I recommend that you 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, 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.

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You may also wish to try this sequence...note that, throughout the entire 4h15m process, your BB must remain connected to a known-good wall charger (not PC USB):

1. With the battery inside, connect your BB to the wall charger
2. Leave it alone for 2 hours, no matter what the LED or the display does
3. Remove the battery
4. Wait 15 minutes
5. Insert the battery
6. Wait another 2 hours, no matter what the LED or the display does

This has been known to "kick start" some BBs.

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It is also possible that your battery or BB has experienced a problem...to test, this sequence is needed:

1. Obtain a known good and already fully charged additional battery...use it in your BB and see what happens
2. Obtain access to a known good and identical BB...use your battery in it and see what happens

The results of this will indicate if it's your BB or your battery that has the problem.

Good luck and let us know!

[Bill63 · Accepted solution]

Thank you so much for this advice. You are so kind. The most strange thing happened after I'd gone and purchased a new 9900. I was going to a "geek shop" to have my contact info transferred to the new handset, and just as I arrived in the Car Park the 9700 rebooted without reason and I was able to access everything!! I don't know what I did (or didn't do)! Today it is still ok, although I've ordered a new battery and will keep it as a spare.

Thank you again for your help and response. Its reassuring to know that kind help is available for people. Have a great day, and Christmas.

Thank you.

[sdgardne · Accepted solution]

You are very much welcome...enjoy!