08-29-2012 02:30 PM
My wife's Pearl 9100 has been having a lot of trouble backing up over BB Protect software, lately. It used to work perfectly fine before, but now it seems to start the backup and then it aborts after about 90% completion. Also the backup is extremely slow. The Pearl is connected through my home Wi-Fi router and we have 25 Mbps broadband connection, so there should be no speed issues at all, I would think.
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08-29-2012 04:58 PM
Anytime random strange behavior or sluggishness creeps in, the first thing to do is a battery pop reboot. With power ON, remove the back cover and pull out the battery. Wait about a minute then replace the battery and cover. Power up and wait patiently through the long reboot -- ~5 minutes. See if things have returned to good operation. Like all computing devices, BB's suffer from memory leaks and such...with a hard reboot being the best cure.
08-29-2012 06:55 PM
08-29-2012 07:46 PM
Hmmm...OK, then I next (make sure you have signal covereage from your mobile service provider when you do this) suggest the following steps, in order, even if they seem redundant to what you have already tried (steps 1 and 2 each should result in a message coming to your BB...please wait for that before proceeding to the next step):
1) Register HRT
2) Resend Service Books
3) Batt Pull Reboot
Hopefully that will get things going again for you! If not, then you should perhaps try removing and reinstalling BB Protect. Otherwise, you should contact your mobile service provider for formal support and potential escalation up to RIM (your carrier must escalate you...there is no other path to receive any formal support from RIM).
08-30-2012 09:35 AM
08-31-2012 01:11 AM
Yup, as a matter of fact we first noticed the message when the notification to upgrade Protect came up. We noticed that there had been several failures already, so we decided to do the update to see if that fixed anything. It didn't.
08-31-2012 08:55 AM
Hmmm...ok...next thing to try...booting into 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, try and take a BB Protect backup. If it works, 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.
If it does not work, then even more drastic steps would be next in line (e.g., wiping, reloading the OS, reloading the OS "bare bones", more drastic wiping, etc.).
At some point, you will need to decide if you wish to move onto Formal Support, which you would obtain from your mobile service provider, who can escalate your case into RIM.
Good luck and let us know!
09-06-2012 01:46 AM
09-06-2012 09:41 AM