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New Contributor
Posts: 4
Registered: ‎01-10-2013
My Device: Curve 9300
My Carrier: Virgin Mobile

9300 keeps freezing

My BB 9300 keeps freezing.  The only way to un-freeze it is to remove the battery.  I have to do this 8-10 times a day. The phone is basically unusable.  This is actually a replacement phone as my first 9300 did the same thing and now the new phone which is about 2 months old is doing the same thing.

 

I only have Twitter and FB as apps on it., nothing else.

 

Any suggestions, other than removing the battery because this does not fix the problem long term.

Please help.

Hall of Famer II
Posts: 53,061
Registered: ‎11-28-2008
My Device: Z10/Z30/Q10 (10.3.2.840), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: 9300 keeps freezing

Hi and Welcome to the Community!

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 and if the behavior does not present, then 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.

 

If the behavior does present in SAFE mode, then the core OS may be corrupt, or you simply may be overtaxing the capabilities of your specific device. A clean "bare bones" OS reload may help, as well as perhaps some of these:

 

  • KB02843What is the Low Memory Manager feature on the BlackBerry smartphone
  • KB14320How to maximize free space and battery power on the BlackBerry smartphone
  • KB14213Call logs, SMS text messages, and email messages are deleted from the BlackBerry smartphone

Lastly, it is always important to properly close applications when you are done with them. Using the Back or the Red key will not do this -- those leave it to the app to decide what to do...and some will leave themselves resident in memory, consuming resources on your BB, slowing the overall performance. Rather, to close an app, press blackberry_logo.jpg and select "Close" or "Exit"...that will force the application to be closed, freeing up for your new use the resources it was consuming. Some apps will always remain running (typically -- BBMessenger, Browser, Homescreen, Phone, and Messages)...but, you should still close them properly - especially the Browser...if it is left on an active web page, it will not only consume extra resources but battery power as well.

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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Highlighted
New Contributor
Posts: 4
Registered: ‎01-10-2013
My Device: Curve 9300
My Carrier: Virgin Mobile

Re: 9300 keeps freezing

The phone continues to freeze in safe mode but I have notice that it only froze when I attempted to go into pictures. When not in safe mode it freezes at any time. I have checked the other 3 things you mentioned and everything else appears fine.  Should I re-install the operating systems now and if so how?

 

Hall of Famer II
Posts: 53,061
Registered: ‎11-28-2008
My Device: Z10/Z30/Q10 (10.3.2.840), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: 9300 keeps freezing

Actually, I think a device WIPE would be your next step, followed by an OS reload if that does not help. But, first, be sure you have a good local backup


If you are not on BBM7, then backup your BBM contacts to Device or Media Card Memory

  • KB20554 How to back up and restore the BlackBerry Messenger contact list

Using Mass Storage Mode, copy the entire contents of your Device and Media Card Memory to your computer

  • KB11879 What is mass storage mode

Using the Desktop Software, conduct a full backup to your computer

  • KB12487 How to back up BlackBerry smartphone data using BlackBerry Desktop Software for Windows

Also be sure you have a good manual inventory of all of your apps, especially those obtained from other than AppWorld...make sure you know the apps, the URL's from which you obtained them, and any license or activation keys you may need.

 

Also be sure that you know your BB ID credentials -- both the UserID as well as the exact Password...you will need to re-input those to the BB after, and you must have them exact.


Now, conduct the on-device WIPE:

  • KB14058 How to delete all data and applications from the BlackBerry smartphone using the Security Wipe option

If the problem is cured, then you can do everything above, but in the reverse order, and using "restore" options rather than "backup" options.


If the problem is not cured, then an OS reload would indeed be in order...here is the process I recommend...

 

At the top of each device forum, there should be some "sticky" threads that discuss the OS levels available for many models. If they include your model, then please use those as reference as you proceed. Otherwise, you will have to dig through the official download portal for OS packages for your model:

From a PC, you can install any compatible (e.g., for your exact BB Model Number) OS package to a BB via this procedure:

Note that while written for "reload" and the Storm, it can be used to upgrade, downgrade, or reload any BB device model -- it all depends on the OS package you download and install to your PC. If that OS package is from a carrier other than the carrier for which your BB was originally manufactured, then delete, on your PC, all copies of VENDOR.XML...there will be at least one, and perhaps 2, and they will be located in or similarly to (it changes based on your Windows version) these folders:

  • C:\Program Files (x86)\Common Files\Research In Motion\AppLoader
  • C:\Users\(your Windows UserName)\AppData\Roaming\Research In Motion\BlackBerry\Loader XML

Be sure that you remove, from your PC, any other BB device OS packages as having more than one installed to the PC can cause conflicts with this procedure.


You may also want to investigate the use of BBSAK (bbsak.org) to perform the wipe it is capable of.


You may also want to try this procedure to perhaps narrow down the precise causal item:

  1. Load your OS "bare bones"...if anything is optional, do not install it.
  2. If the behavior presents immediately, then try a different OS with step 1
  3. If the behavior does not immediately present, then run for as long as it takes for you to be sure that the behavior will not present.
  4. Add one thing -- no matter how tempting, just one.
  5. If the behavior does not present immediately, then again run for long enough to be sure it will not have the same problem
  6. Repeat steps 4 and 5 until all things are loaded or the behavior presents

When the behavior presents, you know the culprit...the last thing you loaded.

If the behavior does not re-present, then you know that either step 1 or 2 cured it.

If the behavior presents no matter what, then you likely have a hardware level issue for which no amount of OS or software can cure.


If you are on MAC, you are limited to only your carriers sanctioned OS packages...but can still use any levels that they currently sanction. See this procedure:

  • KB19915How to perform a clean reload of BlackBerry smartphone application software using BlackBerry Desktop Software

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.
Join our BBM Channels
BSCF General Channel
PIN: C0001B7B4   Display/Scan Bar Code
Knowledge Base Updates
PIN: C0005A9AA   Display/Scan Bar Code
New Contributor
Posts: 4
Registered: ‎01-10-2013
My Device: Curve 9300
My Carrier: Virgin Mobile

Re: 9300 keeps freezing

Slight change, my phone is a 9360 not a 9300, do I still follow the same procedure? I am apologize for this, it is actually my daughters phone. Please advise. Thank you.

Hall of Famer II
Posts: 53,061
Registered: ‎11-28-2008
My Device: Z10/Z30/Q10 (10.3.2.840), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: 9300 keeps freezing

No change to the above...the only difference will be that, if you perform an OS reload, you must use an OS package that is for that specific model number BB.



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