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Posts: 2
Registered: ‎04-19-2012
My Device: Curve 9360
My Carrier: O2

I can NOT either back up my phone, NOR update my phone software (as it involves backing up my phone!)

Right, it's now 13:19 pm 28/11/2012, and I've been trying since 2pm tuesday 27/11/2012 to update my software on my 9360. via the Blackberry desktop software. every time I try to update to OS7.1,
 
It tells me that I have to back up my phone and go through a 4 step procedure - Backup-downlad/install-rebbot- restore.
 
Now I agree to it all and click start, BUT when the backup starts, it gets so far then hangs and won't go any further, no matter how long I leave it. I've even tried the manual backup, which says it's never been done (though I know that it HAS, and the backup directory is exactly the same as the previous back was done to), and that does exactly the same thing, and gets so far in the backup, then hangs. interestingly enough, it never does it at the same point which ever way I try to back up my phone.
 
To be quite honest, if I were to say that I'm totally miffed by this problem, that would be an understatement. Yet, funnily enough, I had no problem at all updating my partners Blackberry 9360, which had all the same software, and software version that mine has got. Can somebody from RIM please help.

 

Hall of Famer II
Posts: 51,898
Registered: ‎11-28-2008
My Device: Z30/Z10/Q10 (10.3.1.2744), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: I can NOT either back up my phone, NOR update my phone software (as it involves backing up my phone!)

Hello...first off...


smurf667 wrote:
Can somebody from RIM please help. 

No...this site is a user-to-user community, not a user-to/from-RIM channel for communication nor any formal support from them. Rather, volunteers here (who are other users, just like you) can assist. But if you require formal RIM support, you must follow your contractually required formal support channel -- which begins with your carrier, your original place of purchase, or an authorized service center (it varies by region, so I can't tell you which method applies to you...but you should have received, at time of purchase/subscription, instructions as to what your formal support options are).

OK...that out of the way!!


 

This KB might apply for you:

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

Since you did not say at which point in the backup it fails, I can't be sure if this applies or not though.


 

Otherwise...

 

(Credit JSanders)

There are two methods of recovery for you to try (I think actually that method 2 will be your best bet, given your description):

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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