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Contributor
amirul87
Posts: 10
Registered: ‎12-19-2012
My Device: bold 9790
Accepted Solution

software update progress freeze in backup stage

hello,

im using bold 9790 and trying to update software from version 7.0 to 7.1

i already waited for 5 hour but it still stuck at  backing up data (database :service book 3 0f 5 item)

need help. pls advice

 

 

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Hall of Famer II
sdgardne
Posts: 48,554
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)

Re: software update progress freeze in backup stage

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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Contributor
amirul87
Posts: 10
Registered: ‎12-19-2012
My Device: bold 9790

Re: software update progress freeze in backup stage

thank you for your reply

but actually, FYI this is my second attemps to update the software.

on the first attemps failed because freeze on backup stage

then i read those same method that u gave on other post before

i manage to get into safe mode and try to update. but its still hang on the backup stage.

pls advice

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Hall of Famer II
sdgardne
Posts: 48,554
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)

Re: software update progress freeze in backup stage

Hmmm...OK...it's a pity you didn't reveal that...I do hate wasting your time with redundant advice.

 

Anyway -- are you certain of the database it is stuck on? And, does it get stuck in that exact same place every time? If so, then you may have to follow the 2nd process there, but substitute the Service Books database in place of those it otherwise tells you to delete. The Service Books database, btw, will be re-populated by your carrier data network later on, so it should not be a problem to do this.

 

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
Please use plain text.
Contributor
amirul87
Posts: 10
Registered: ‎12-19-2012
My Device: bold 9790

Re: software update progress freeze in backup stage

not in the same database

at first attempt it stuck at bbgroup 8 of 12 (stuck for 2hours)

then i made my second attempt as i mention earlier (stuck for 5 hour)

i dont know why it happened like this

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Contributor
amirul87
Posts: 10
Registered: ‎12-19-2012
My Device: bold 9790

Re: software update progress freeze in backup stage

im now on third attempt

stuck on database : phone option (1 of 1 item)

still not moving

is there someting wrong with my phone?

 

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Hall of Famer II
sdgardne
Posts: 48,554
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)

Re: software update progress freeze in backup stage

Please put your BB into Safe Mode and then, rather than attempting the update, instead attempt to perform a stand-alone full backup to your computer via the Desktop Software.

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
Please use plain text.
Contributor
amirul87
Posts: 10
Registered: ‎12-19-2012
My Device: bold 9790

Re: software update progress freeze in backup stage

sorry to bother u again sir

i do the manual backup as soon as u tell me earlier

but seems that the manual backup is also freeze

it stuck at (backing up smart card options 1 of 1 records)

it stuck at almost half an hour now

is it normal? 

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Hall of Famer II
sdgardne
Posts: 48,554
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)

Re: software update progress freeze in backup stage

Ahhh...now we are getting somewhere! Please now follow the instructions in this KB:

  • KB29522 "Error backing up databases" message is generated at Smart Card Options database when backing up the BlackBerry smartphone using the BlackBerry Desktop Software

 


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
Please use plain text.
Contributor
amirul87
Posts: 10
Registered: ‎12-19-2012
My Device: bold 9790

Re: software update progress freeze in backup stage

thank you.. it works!

i already upgrade to os7.1

cheers!

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