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New Contributor
Posts: 5
Registered: ‎07-27-2012
My Device: Blackberry Torch 9810
My Carrier: Virgin Mobile

Blackberry update has frozen and I cannot access my mobile at all!

I need help.

I used software update to try and update my phone but it's stopped at 11% at social feeds which won't budge. I have tried a battery pull several times with no prevail, I can't connect it to my newly updated Desktop Software at all no matter how many times I have tried, and I cannot access my mobile whatsoever!

I am livid with blackberry, unless I get a quick fix I will lose my faith in this company because this is ridiculous, my mobile has literally broke itself!

Hall of Famer II
Posts: 53,159
Registered: ‎11-28-2008
My Device: Z10/Z30/Q10 (10.3.2.840), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Blackberry update has frozen and I cannot access my mobile at all!

Hi and Welcome to the Community!

 

(Credit JSanders)

There are two methods of recovery for you to try:

One:

  • Open Blackberry Desktop Software & Connect your device with PC using USB cable, without inserting battery.
  • You will get three option Retry, Update Or Cancel, then click on update.
  • Once it is to the stage of the update "initializing handheld", then insert battery.
  • If this does not work, and you remain stuck on the backing up the Social Feeds database, go to the second method below.

Secondly:

  • Start your BlackBerry in Safe mode.  Article ID: KB17877 How to start a BlackBerry smartphone in Safe Modehttp://www.blackberry.com/btsc/KB17877
  • Connect to the BlackBerry Desktop Software and allow your handheld to connect. If you are prompted to upgrade, cancel the upgrade for later.
  • IF you cannot connect or your Desktop Software does not recognize your device while in Safe Mode, please follow the directions here to force the detect:  Article ID: KB10144 How to force the detection of the BlackBerry smartphone using Application Loader
  • Go to Device > delete > SELECT DATA > select to delete both the Social Feeds and Smart Card databases, and follow the remaining prompts to complete it. 
  • Now, you can return and click to upgrade the device through the Desktop Manager, or reboot the BlackBerry in normal mode and continue the over the air upgrade.



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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New Contributor
Posts: 5
Registered: ‎07-27-2012
My Device: Blackberry Torch 9810
My Carrier: Virgin Mobile

Re: Blackberry update has frozen and I cannot access my mobile at all!

When I click 'update' it says 'confirm phone repair', what should I do as I don't want to lose all my data?
Hall of Famer II
Posts: 53,159
Registered: ‎11-28-2008
My Device: Z10/Z30/Q10 (10.3.2.840), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Blackberry update has frozen and I cannot access my mobile at all!

I cannot tell you what to do...you control your destiny, making decisions based on information you can obtain. If that presents you with only one choice, then there is no decision, is there? (You only told me that there was one single "confirm phone repair" selection...if there was another selections, I cannot know what that is unless you tell me.) I do not know if that will make you lose your data or not. If it does, you always have your most recent regularly conducted Backup to restore from, right? You do backup regularly, right?



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
New Contributor
Posts: 5
Registered: ‎07-27-2012
My Device: Blackberry Torch 9810
My Carrier: Virgin Mobile

Re: Blackberry update has frozen and I cannot access my mobile at all!

I don't backup regularly only because the desktop software won't work when I try to back it up
Hall of Famer II
Posts: 53,159
Registered: ‎11-28-2008
My Device: Z10/Z30/Q10 (10.3.2.840), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Blackberry update has frozen and I cannot access my mobile at all!

Then you have much bigger problems indeed. But, of course, there has been for many months now the FREE BB Protect app, which would automatically have backed up your data to "the cloud". But, such is life...it is completely possible that you will lose all of your data now, in which case figuring out how to properly complete a backup would have been a prerequisite to ANY attempt at updating...



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
New Contributor
Posts: 5
Registered: ‎07-27-2012
My Device: Blackberry Torch 9810
My Carrier: Virgin Mobile

Re: Blackberry update has frozen and I cannot access my mobile at all!

I had bb protect which regularly backed up my phone I think.. The update has started but is now froze on Database: CustomWordsCollection, is this frozen or just taking a long time?
Hall of Famer II
Posts: 53,159
Registered: ‎11-28-2008
My Device: Z10/Z30/Q10 (10.3.2.840), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Blackberry update has frozen and I cannot access my mobile at all!

I cannot know since I cannot see what you see. I also have no idea any longer which of the two methods provided above you are using...nor exactly where in that method you are presently at. Details from you will help us to better help you through this...



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
New Contributor
Posts: 5
Registered: ‎07-27-2012
My Device: Blackberry Torch 9810
My Carrier: Virgin Mobile

Re: Blackberry update has frozen and I cannot access my mobile at all!

Right, I have tried the first method and it has just frozen during the update, and I cannot put my phone into safe mode and have tried both safe mode methods and none will work.
Highlighted
Hall of Famer II
Posts: 53,159
Registered: ‎11-28-2008
My Device: Z10/Z30/Q10 (10.3.2.840), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Blackberry update has frozen and I cannot access my mobile at all!

How many times and how many variations did you try for Safe Mode? It can be tricky to get it right...I remember the first time I needed it (on my old 9530) it took I think 10 tries to figure out the exact hold/release pattern for the ESC key. I think I held it at the beginning of the loading bar for a minute, then released, then held it again sometime during the loading bar until the end (I think...it's been a while). Safe Mode must be available...it's just a matter of figuring out the correct keystrokes to follow.

You also don't mention if you attempted the Force Detection KB that is in the second process attempt...



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