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New Contributor
Posts: 3
Registered: ‎11-20-2012
My Device: Blackberry 9360
My Carrier: Vodafone
Accepted Solution

Software update data back up problems


So I've just got around to updating my 9360 to what I think is 7.1

After I deleted the unused languages and created space for it, the phone started a data back up But when it got to 15% it just stopped and didn't move, I left it all evening (so about 4hrs) and still nothing, so I turned it off and took the battery out. I put it back in again and the back up started again, but this time it got to 8% and stopped , I left it over night but nothing. 

Any ideas? Because the phone is rendered useless until this is finished. Oh and also, I've tried plugging it in to mycomputer to updatethrough the software but obviously it won't connect


Thanks, Tim

Hall of Famer II
Posts: 52,418
Registered: ‎11-28-2008
My Device: Z10/Z30/Q10 (, Playbook (
My Carrier: TMobile USA

Re: Software update data back up problems

Hi and Welcome to the Community!


(Credit JSanders)

There are two methods of recovery for you to try:


  • 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.


  • 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.

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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New Contributor
Posts: 3
Registered: ‎11-20-2012
My Device: Blackberry 9360
My Carrier: Vodafone

Re: Software update data back up problems

Well the first one one looked promising, but then when I pressed update, it prompted me to 'repair' which I don't fancy doing because it'll delete all my stuff.


And the second one, I can't get past the first step, I can't start the device in safe mode. I tried both methods but it just carries  on starting upas usual, then straight onto frozen 8%



New Contributor
Posts: 3
Registered: ‎11-20-2012
My Device: Blackberry 9360
My Carrier: Vodafone

Re: Software update data back up problems

No idea how, but this morning it just completed the update. All sorted! cheers!