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New Contributor
Posts: 3
Registered: ‎03-27-2013
My Device: BLACKBERRY CURBE 9360
My Carrier: VODAFONE

my 9360 keeps freezing

my blackberry 9360 keeps freezing then the screen goes black it has been doing this for a few weeks now and i cannot seem to get it fixed it is a contract phone but they said it will cost me to much to get fixed i have already tookbattery out to rebot it and updated the new version for it but it stil does not work sum1 help lol

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Hall of Famer II
Posts: 55,803
Registered: ‎11-28-2008
My Device: PRIV (5.1.1), Z10/Z30/Q10 (10.3.2.2813), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: my 9360 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, 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!


Get your 15% discount at ShopBlackBerry.com! Click Here for details.

Occam's Razor nearly always applies when troubleshooting technology issues!

New to the Community? Click here and also here for helpful guidance. Also please click here for additional 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. If anyone has been helpful to you, please show your appreciation by clicking the button. Need a reference to BB10 OS/SR versions? Click here. Need a specific BB10 AutoLoader? Send me a private message.
New Contributor
Posts: 3
Registered: ‎03-27-2013
My Device: BLACKBERRY CURBE 9360
My Carrier: VODAFONE

Re: my 9360 keeps freezing

hi i tryed the things you told me to do with the phone but it just keeps freezing and the screen keeps going black do you think there could be a loose wire thats causing the problem. Thanks

Hall of Famer II
Posts: 55,803
Registered: ‎11-28-2008
My Device: PRIV (5.1.1), Z10/Z30/Q10 (10.3.2.2813), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: my 9360 keeps freezing

There are dozens of possibilities, including what you suggest. The only process we can do here is to provide you with things to try, which will rule in/out whatever the intended item of that attempt was. It'll be a deductive process...there is nothing we can give you to firmly diagnose it...all we can do is try different things.

But, if the problem is indeed hardware, then there is no amount of internet-distance diagnosis nor software/OS repair that can help (though, by continuing the process, we might be able to point to the hardware as the most likely cause)...only a qualified technician with the device in their hands can give you a proper diagnosis and estimate if the problem indeed is hardware.

But...you didn't clearly say what happened when you attempted to boot into Safe Mode. From your first post, I understood that you could at least run your BB for a short time at least -- long enough to, as you said, "updated the new version for it" (whatever that actually means).

So, were you successful at getting into Safe Mode, but the problem continued? Or were you unable to get into Safe Mode?

Deciding on a proper next step for you depends on a clear understanding of your exact situation, along with clear information about how the recommendations provided worked for you.

Thanks and let us know!

Get your 15% discount at ShopBlackBerry.com! Click Here for details.

Occam's Razor nearly always applies when troubleshooting technology issues!

New to the Community? Click here and also here for helpful guidance. Also please click here for additional 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. If anyone has been helpful to you, please show your appreciation by clicking the button. Need a reference to BB10 OS/SR versions? Click here. Need a specific BB10 AutoLoader? Send me a private message.
New Contributor
Posts: 3
Registered: ‎03-27-2013
My Device: BLACKBERRY CURBE 9360
My Carrier: VODAFONE

Re: my 9360 keeps freezing

yes sorry i was able to get the phone on in safe mode but only for a short time as the phone kept freezing again then the screen went black again so i could not see what i was doing. I updated the phone threw my laptop with the USB connection to a new version thinking that might be the problem but the phone just keeps freezing a few friends of mine also have a BB and they said they have never had the kind of problem i am having with mine

Hall of Famer II
Posts: 55,803
Registered: ‎11-28-2008
My Device: PRIV (5.1.1), Z10/Z30/Q10 (10.3.2.2813), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: my 9360 keeps freezing

OK...given that, I recommend you start with a Device Wipe. You will want to first review the link in my auto sig and see if you can at all get a full backup...you will need it. If you can't, then you will be stuck with starting over.

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

If that does not cure the situation, then your next step is an OS reload (not the mere update you did).

 

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!


Get your 15% discount at ShopBlackBerry.com! Click Here for details.

Occam's Razor nearly always applies when troubleshooting technology issues!

New to the Community? Click here and also here for helpful guidance. Also please click here for additional 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. If anyone has been helpful to you, please show your appreciation by clicking the button. Need a reference to BB10 OS/SR versions? Click here. Need a specific BB10 AutoLoader? Send me a private message.