03-12-2013 07:08 AM
I hear a call, touch the answer button and it keeps ringing; touch the answer button again and it sends the caller to answerphone. How do I cure this? Sometimes it then tells me that the device is locked and nothing will unlock it. I have to switch off remove the battery and sim and start over to get it to unlock. Is it something I have done or set up wrong? I feel stupid. Please someone help. George
03-14-2013 01:46 PM
Welcome to the support community!
To resolve this issue, 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.
Come follow your BlackBerry Technical Team on Twitter! @BlackBerryHelp
Click Solution? for posts that have solved your issue(s)!
03-14-2013 03:42 PM
Thanks Frankie for all the info. As a new user it is great to find such good support. I have had to revert to an old phone until I have some time to try the fix. I will let you know how I get on, probably next week. I have downloaded the Blackbery software but want to be sure I can finish what I start.
03-19-2013 07:05 AM
Hi Frankie, as promised. I followed your advice and the problem is now solved and my new Blackberry is working as it should. I didn't lose any of my settings or anything else as far as I can see. Many, many thanks for your help.