03-31-2013 11:43 AM
04-03-2013 03:11 PM
Welcome to the support community!
To rule out any software issue that may be causing this issue with your keys, please try to first back up all your data using the BlackBerry® Desktop Software and then perform a clean reload of your BlackBerry® Device Software. For further steps, please see the following KB articles.
For Windows®: "How to perform a clean reload of the BlackBerry Device Software for Windows" http://bbry.lv/GI9beY
For Mac: "Perform a clean reload of BlackBerry smartphone application software using BlackBerry Desktop Software on a Mac computer" http://bbry.lv/J0UN1U
Please test to make sure the issue has been resolved before restoring any data from your backup file.
Let me know if that helps.
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