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Contributor
rwhowes
Posts: 12
Registered: ‎09-10-2013
My Device: Torch 9800 and Q10
Accepted Solution

Blackberry Torch 9800 freezing up

When I go to the messages or look up a telephone caller who I missed, my screen just locks up and will not let you use any keys on the phone.  Screen stays frozen and only way to relieve it is to pull battery out and replace it.  But the same thing happens and you are constantly loading the blackberry with security check which is a real pain in the neck.  I have updated my phone to Version 6 bundle 3049  v.6.0.0.706, Platform 6.6.0.246 and it tells me when I check for updates that it is updated.

Hall of Famer II
sdgardne
Posts: 48,764
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)

Re: Blackberry Torch 9800 freezing up

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, see what happens.

If the behavior ceases, then 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.



But if the behavior continues in Safe Mode, then you may need to consider more drastic actions -- WIPE, OS Reload, BBSAK Wipe/Reload, and the "Bare Bones" OS Reload Process. To prepare, you should be sure that you have a full backup to your PC...please review the Backup link in my auto-sig on this post for instructions.

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
rwhowes
Posts: 12
Registered: ‎09-10-2013
My Device: Torch 9800 and Q10

Re: Blackberry Torch 9800 freezing up

I tried the safe mode with the same results.  I have not downloaded anything or changed anything only loaded new contacts but everything else is still the same as before.  In the last month the phone has locked up on me and I had to go back to factory original settings then downloaded the updates off my computer thru Blackberry Desktop and ever since I have had nothing but problems.  I like the phone but guess it is time to try some other brand as this is not worth the hassle anymore.  Thanks for your suggestion but it still locks or freezes up within minutes.

Hall of Famer II
sdgardne
Posts: 48,764
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)

Re: Blackberry Torch 9800 freezing up

Well, those were not the end of my suggestions...rather, the results of those were intended to guide to next steps...which, now that you've provided more information, seem clear...an OS reload.

The simplest way is to, on a PC (you cannot do this on MAC):

1) Make sure you have a current and complete backup of your BB...you can find complete instructions via the link in my auto-sig below.

2) Uninstall, from your PC, any BB OS packages

3) Make sure you have the BB Desktop Software already installed

4) Download and install, to your PC, the BB OS package you desire:

  • http://us.blackberry.com/support/downloads/download_sites.jsp
  • It is sorted first by carrier -- so if all you want are the OS levels your carrier supports, your search will be quick. However, some carriers are much slower than others to release updates. To truly seek out the most up-to-date OS package for your BB, you must dig through and find all carriers that support your specific model BB, and then compare the OS levels that they support.

5) 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

6a) For changing your installed BB OS level (upgrade or downgrade), you can launch the Desktop Software and connect your BB...the software should offer you the OS package you installed to your PC.

6b) Or, for reloading your currently installed BB OS level as well as for changing it, bypass the Desktop Software and use LOADER.EXE directly, by proceeding to step 2 in this process:

If, during the processes of 6a or 6b, your BB presents a "507" error, simply unplug the USB cord from the BB and re-insert it...don't do anything else...this should allow the install to continue.



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 the "Bare Bones OS Reload Procedure" to attempt to 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.



You may also need the use of these tricks:



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!


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
rwhowes
Posts: 12
Registered: ‎09-10-2013
My Device: Torch 9800 and Q10

Re: Blackberry Torch 9800 freezing up

Thank you for the information I have had problems and now found out that my Desktop was not working and while trying to repair it got an error message  Error 1723. There is a problem with this Windows Installer package. A DLL required for this install to complete could not be run.  Contact your support personnel or package vender.  Action   RepairRimUsbDriverNT.07D232B6_7904_4970_8B22...   So I am not sure if this has anything to do with my phone or not.  I will keep your email and see If I can find out if it is this or not.  Thank you for all your help as I do really appreciate it.  I will keep you informed of the outcome either way.  Thanks

Hall of Famer II
sdgardne
Posts: 48,764
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)

Re: Blackberry Torch 9800 freezing up

Given this new error, I'd recommend this thread:

You may or may not want to do all of that...rather, you may just want to use the first steps to cleanly remove the Desktop Software and all components from your computer, and then proceed with the above.

 

Note that this is not, by any means, guaranteed to work...but it has worked for many to resolve issues they are having.


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
BSCF General Channel
PIN: C0001B7B4   Display/Scan Bar Code
Knowledge Base Updates
PIN: C0005A9AA   Display/Scan Bar Code
Contributor
rwhowes
Posts: 12
Registered: ‎09-10-2013
My Device: Torch 9800 and Q10

Re: Blackberry Torch 9800 freezing up

Thanks for all the help.  I wiped the desktop software off my computer and reloaded it and sync my phone and everything seems to be back to normal as my phone has not acted up since and have not had to take my battery out to get to use the phone.  I will keep my fingers crossed but no problems now for over 20 hours and everything is back the way it should be.  Thanks again really appreciate all the help.     :Clap:

Hall of Famer II
sdgardne
Posts: 48,764
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)

Re: Blackberry Torch 9800 freezing up

You are very welcome, I'm glad it worked for your situation. Cheers!

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