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New Contributor
mickycarbine
Posts: 2
Registered: ‎05-01-2012
My Device: bold 9900
Accepted Solution

handset frozen during software upgrade !

Hi this morning I have attempted to upgrade the software on my new Bold, Nearly 6 hours later the phone is still showing 16% done and hasnt done anything since. If you turn the handset off it starts again with the same screen showing download in progress. No functions can be used at all, Tmobile ( provider ) are no use and i cant get any troubleshooting advice from the Blackberry website ! Can someone please help me as my handset is now a brick

regards

Micky

JSanders
Posts: 86,468
Likes: 23,182
Solutions: 5,982
Registered: ‎04-01-2008
My Device: Passport • Z30 • Z10 • Torch9850 • Playbook
My Carrier: Verizon

Re: handset frozen during software upgrade !

Was this upgrade being performed wireless, over the air, or via a connection the Desktop Software?

Was the 16% stuck during the backup phase?

 

  • Try this, remove the battery from the device.
  • Connect to the PC and run the BlackBerry Desktop Software.
  • Replace the battery in the device and allow it to boot up.
  • Are you notified of any upgrades, or that the device needs the operating software installed?




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New Contributor
bomiitrouper
Posts: 3
Registered: ‎05-17-2012
My Device: 9900

Re: handset frozen during software upgrade !

i have the same problem but mine has finished upgrading, but gets stucked and freezes at the stage of backing up my data and it stops at 28%, i have removed my battery and reboot it millions of times but still comes up with the same problem, stopping at 28%, have also tried to back it up on my system but it also freezes at the stage the one on the phone stops at 28% of backing up my files ,i need help to because my phone is stucked and useless as well i cant stop the backing up,because my phone refused to work the only thing coming up is the back up page all the buttons on my phone are not working.
JSanders
Posts: 86,468
Likes: 23,182
Solutions: 5,982
Registered: ‎04-01-2008
My Device: Passport • Z30 • Z10 • Torch9850 • Playbook
My Carrier: Verizon

Re: handset frozen during software upgrade !

As an alternative, You will need to use BBSAK or JL_Cmder to wipe the device and subsequently load the OS to the device. Follow the instructions here:
http://www.blackberryfaq.com/index.php/How_do_I_wipe_the_BlackBerry_using_Jl_Cmder%3F
For BBSAK, here is the link: http://bbsak.org/




1. If any post helps you please click the Like Button below the post(s) that helped you.
2. Please resolve your thread by marking the post "Solution?" which solved it for you!
3. Install free BlackBerry Protect today for backups of contacts and data.
4. Guide to Unlocking your BlackBerry & Unlock Codes


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New Contributor
bomiitrouper
Posts: 3
Registered: ‎05-17-2012
My Device: 9900

Re: handset frozen during software upgrade !

this is going to be a disaster because i have tried to back my files up using my computer but it keeps hanging as well ,is there any other way i can do this back up before wiping the OS off my computer
JSanders
Posts: 86,468
Likes: 23,182
Solutions: 5,982
Registered: ‎04-01-2008
My Device: Passport • Z30 • Z10 • Torch9850 • Playbook
My Carrier: Verizon

Re: handset frozen during software upgrade !

Is the backup hanging at the Social Feeds or Smart Card Options?

Read this:  Article ID: KB29522 "Error backing up databases" message is received at Smart Card Options database when backing up the BlackBerry smartphone using the BlackBerry Desktop Software




1. If any post helps you please click the Like Button below the post(s) that helped you.
2. Please resolve your thread by marking the post "Solution?" which solved it for you!
3. Install free BlackBerry Protect today for backups of contacts and data.
4. Guide to Unlocking your BlackBerry & Unlock Codes


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PIN: C0001B7B4   Display/Scan Bar Code
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New Contributor
bomiitrouper
Posts: 3
Registered: ‎05-17-2012
My Device: 9900

Re: handset frozen during software upgrade !

Thanks so much,the first solution worked after I tried it several times,and it just came up as instal and rebook for the new software, and to my surprise the only thing that got wiped off was my telephone contact,my pics,music,bb contact and conversation was still intact.thank u so much because I thot I was going to loose all my info on the phone
JSanders
Posts: 86,468
Likes: 23,182
Solutions: 5,982
Registered: ‎04-01-2008
My Device: Passport • Z30 • Z10 • Torch9850 • Playbook
My Carrier: Verizon

Re: handset frozen during software upgrade !

You really need to backup your handheld to a PC weekly, or at least sometime.

You can also install BlackBerry Protect, free, see the link below in my signature. Use it.




1. If any post helps you please click the Like Button below the post(s) that helped you.
2. Please resolve your thread by marking the post "Solution?" which solved it for you!
3. Install free BlackBerry Protect today for backups of contacts and data.
4. Guide to Unlocking your BlackBerry & Unlock Codes


Join our BBM Channels (Beta)
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PIN: C0001B7B4   Display/Scan Bar Code
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New Contributor
yoharry
Posts: 4
Registered: ‎02-16-2013
My Device: Bols 9790

Re: handset frozen during software upgrade !

i did mine over wifi

 

i have tried what you have said above but nothing is working still and mine is stuck on 13% for social media

 

JSanders
Posts: 86,468
Likes: 23,182
Solutions: 5,982
Registered: ‎04-01-2008
My Device: Passport • Z30 • Z10 • Torch9850 • Playbook
My Carrier: Verizon

Re: handset frozen during software upgrade !


yoharry wrote:

i did mine over wifi

 

i have tried what you have said above but nothing is working still and mine is stuck on 13% for social media

 


Read the link above in post #6 in this same thread.




1. If any post helps you please click the Like Button below the post(s) that helped you.
2. Please resolve your thread by marking the post "Solution?" which solved it for you!
3. Install free BlackBerry Protect today for backups of contacts and data.
4. Guide to Unlocking your BlackBerry & Unlock Codes


Join our BBM Channels (Beta)
BlackBerry Support Forums Channel
PIN: C0001B7B4   Display/Scan Bar Code
Knowledge Base Updates
PIN: C0005A9AA   Display/Scan Bar Code