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Contributor
Posts: 12
Registered: ‎09-08-2012
My Device: curve 9380

automatic reboot curve 9390

I bought my bb curve 9380 two weeks ago, and yesterday it rebooted even if I wasn't using it. It happened àgain six or seven times today while I was using applications like browser and what'sapp without connecting to a wifi net. It turned suddenly turned off and started the reboot. Has anyone had the dame problem and knows how to fix it?
Hall of Famer II
Posts: 50,326
Registered: ‎11-28-2008
My Device: Z30/Z10/Q10 (10.3.1.2582), Playbook (2.1.0.1526)

Re: automatic reboot curve 9390

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, 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.

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
Posts: 12
Registered: ‎09-08-2012
My Device: curve 9380

Re: automatic reboot curve 9390

Thank you for the sugggestion! I did what you told me and when I run the bb in safe mode I received a peer to peer message from what'sapp: "WhatsApp internal use. You can safely delete this message.


Ref: MTczLjE5Mi4yMTkuMTUx"

But I don't know what it means. Should I remove what'sapp app or should I do something else?
Thank you.
Hall of Famer II
Posts: 50,326
Registered: ‎11-28-2008
My Device: Z30/Z10/Q10 (10.3.1.2582), Playbook (2.1.0.1526)

Re: automatic reboot curve 9390

First try this...

While in Safe Mode, with WiFi OFF, and a strong carrier data network signal, I suggest the following steps, in order, even if they seem redundant to what you have already tried (steps 1 and 2 each should result in a message coming to your BB...please wait for that before proceeding to the next step):

1) Register HRT

  • KB00510 How to register a BlackBerry smartphone with the wireless network
  • Please wait for one "registration" message to arrive to your Messages app

2) Resend Service Books

 

  • KB02830 Send the service books for the BlackBerry Internet Service
  • Please wait for "Activation" Messages, one per already configured email account, to arrive in your Messages. If you have no already configured email accounts, please wait 1 hour.

3) Batt Pull Reboot (into normal mode)

  • Anytime random strange behavior or sluggishness creeps in, the first thing to do is a battery pop reboot. With power ON, remove the back cover and pull out the battery. Wait about a minute then replace the battery and cover. Power up and wait patiently through the long reboot -- ~5 minutes. See if things have returned to good operation. Like all computing devices, BB's suffer from memory leaks and such...with a hard reboot being the best cure.

Now see if the behavior persists...if so, then you would start removing apps (in Safe Mode if necessary) to see if one is causal.

 

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
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PIN: C0001B7B4   Display/Scan Bar Code
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Contributor
Posts: 12
Registered: ‎09-08-2012
My Device: curve 9380

Re: automatic reboot curve 9390

I registered to the net and I resent the Service book but it still doesn't work. I receveid once again the whatsapp peer to peer message, so maybe it depends on that. I'm trying to delete the app and reinstall it, hope it works :smileyhappy: thanks for the assistance
Hall of Famer II
Posts: 50,326
Registered: ‎11-28-2008
My Device: Z30/Z10/Q10 (10.3.1.2582), Playbook (2.1.0.1526)

Re: automatic reboot curve 9390

Sorry, but I cannot tell for sure, so I must ask. Did steps 1 and 2 result EXACTLY as I said they should (specific messages RECEIVED on the BB...not merely the pop-up messages saying that the are queued)? If not, then they did not work as they must to be of any use...and contacting your mobile service provider would be your next step. But, as I say, I cannot tell if they worked right...

AND -- so now you are receiving this message from WhatsApp in BOTH normal AND safe modes? If so, that's news...


FYI...to my understanding, WhatsApp requires a functioning BIS plan, and the results of those three steps would guide us as to if BIS is working for you. Another way for you to check is to look at Manage Connections > Services Status...if the Status of BlackBerry Internet Services is "Not Connected", then no services that require BIS will function, not even via WiFi.



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
Contributor
Posts: 12
Registered: ‎09-08-2012
My Device: curve 9380

Re: automatic reboot curve 9390

I received both message after step 1 and 2:

 

step 1 -

"From: Blackberry

Registration

The device has been registered to the wireless net"

 

 

step 2 - 

 

"From: Activation Server

Information about email account.

The address xxxx@xxx.it has been setted on the BB device. You'll be able to receive mails within 20 minutes."

 

I translated both messages from italian, so they may not be like the ones you know, I'm sorry.

 

 

I just checked my connection status and it actually says that the BIS is not connected (though it's strange since my data plan should be active :smileyfrustrated:).

My problem is not that Whatsapp (WA) isn't working, cause it actually works, but I think the reboot problem depends on it bacause the only message peer to peer I receive when in safe mode is from that app. I removed the app and rebboted the BB, and I got another peer to peer message, which is not from WA (as it was before) but it was just like the former:

 

From: Moruti Lefa Lemphane

WhatsApp WA67208

 

WhatsApp internal use. You can safely delete this message.

 

Ref: NTAuMjIuMjEwLjE0NQ==

 

 

I don't know what to do :smileysad:

Hall of Famer II
Posts: 50,326
Registered: ‎11-28-2008
My Device: Z30/Z10/Q10 (10.3.1.2582), Playbook (2.1.0.1526)

Re: automatic reboot curve 9390

Interesting...those are the correct specifically expected results...thank you. But, with BIS saying "Not Connected", trying anything with any apps will be useless...and the messages you are receiving may be a direct result of BIS being not connected. BIS must be connected before it's of any use to try anything specific to any apps.

So, what is your Data Services setting inside of Manage Connections? (Sorry, I don't know what OS you are on, so can't give you step-by-step instructions as to how to get to that screen.)



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
Hall of Famer II
Posts: 50,326
Registered: ‎11-28-2008
My Device: Z30/Z10/Q10 (10.3.1.2582), Playbook (2.1.0.1526)

Re: automatic reboot curve 9390

Oh...and as for the rebooting problem, you have choices:

1) Boot into SAFE and start removing things, until the behavior stops.

2) Load your OS clean and "bare bones", then slowly start adding things until the behavior starts.



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
Contributor
Posts: 12
Registered: ‎09-08-2012
My Device: curve 9380

Re: automatic reboot curve 9390

So, if BIS is "Not Connected", why WA (and so FB, for example) was working before I deleted it? It's so strange, and it never happened such a thing to me (I owned two BB before this!)

 

My OS should be 7.1.0 and it says there are no update available.

 

Manage connections:

 

Service Status

 

Mobile voice

Phone number:22222

status: available

connection: mobile net

 

BIS

Connection: mobile network (I turned off wifi)

 

Blackberry Enterprise Server:

Connection: Not connected

 

Mobile Net:

Coverage: 3G

Provider: Vodafone it

 

 

Is this what you were asking me?