05-09-2012 05:03 PM
Hi, I am in the middle of updating the software on my Blackberry Bold 9900 to 7.1 OS. It has froze for over an hour in the backup phase. There is a message onscreen that reads, 'Please wait while your BlackBerry Device Software is being updated. During these steps, do not disconnect your device or interrupt this process as it could make your device unusable.' What should I do?
05-09-2012 06:32 PM
05-09-2012 06:54 PM
I've tried every method, can't update the thing. None of them work. Tried online, OTA, the desktop program.
Can't log into the App World on my phone, which is basically why i wanted to update as I thought this may rectify the problem. It keeps saying 'Unable to log into your BlackBerry ID account'. Used to work fine, can log into my ID on the website too, but not on my phone to update my apps or download new ones. Advice?
Thanks for your reply!
05-09-2012 06:57 PM
05-09-2012 07:06 PM
Thanks again John, you're being a real help here.
I've been doing this 3 hours. OTA it wouldn't download the software, and then on both the online method and the DM method via USB it froze during the backup of my SMS. I have since give up. I've the most basic softare on this too, would really like to update to improve usabilty.
So basically perform the Reset to Factory Settings, but backup before doing so for my ID problem?
05-09-2012 07:21 PM
05-09-2012 07:28 PM
Sorry, my bad. Firstly, I tried updating via the OTA method, however this was showing no hope of working.
I then tried the web based updates by connecting my phone via USB, this is when it froze for over an hour during back up. So I eventually unplugged the device from the computer as everything had froze, and luckily it was still functioning.
Finally I tried the desktop software, and it froze at the same point during the back up, so I unplugged it again with no problems.
I can use the internet and everything fine on my phone, just can't log into the App World, which is the main irritating thing as some of my apps are rather glitchy and I reckon the updates that are there for them could improe this? Back up and Factory Rest or what do you suggest? Thanks again!
05-09-2012 07:37 PM
I would start by following the instructions in the KB article. Let's move off of updating the OS for now. Lets see if we can fix the AppWorld issue.
Did you try the workaround steps in the KB? Do everything except for updating to the latest device software. When you get to the step where you do a factory reset, you'll definitely want to have a backup. However, it sounds like backup is giving you a problem. I would suggest a selective backup where you choose the important databases to backup like calendar, contacts, etc. and skip anything that you think is suspect or that you don't need.
05-10-2012 05:30 AM
Sorry about the delay, sleep was required. I read the article, not quite sure how to send a PIN message to myself? Have done hard resets in the past to speed the phone up or when it has froze, but it never fixed the AppWorld issue. So I guess I'll need to go for the factory reset? I'll try these steps in about 12 hours when I get home!
05-10-2012 10:01 AM