08-19-2013 06:25 PM
My Q10 had not been letting me send or view text messages for a few weeks and it had become very irritating, so I decided to restore it to factory settings.
Using the Blackberry Link, I plugged it in and it had a litle picture of a '!' but said I could select 'reload' to restore it.
I clicked reload and it came up with a screen which looked like a microchip and a loading circle, then the blackberry link said it was finished but this screen didnt go away for about an hour.
I tried to turn it off, i even took the battery out numerous times and now it is stuck on a screen which indicates that I must plug it into the computer.
HOWEVER. When I plug it into the computer, it wont do ANYTHING.
I followed some instructions posted on here about doing an update via internet so I've tried that, but when the screen comes on to say hold the top button and turn it off, my phone wont do that.
Instead it repeatedly turns off and on off (or rather, dark then red light on + usb screen) and on while I hear the annoying USB being plugged in and out noise over and over althought the USB connection is FINE.
The screen WILL NOT go away and I urgently need to be in contact with someone so this is terrible for me.
08-22-2013 01:01 AM
Welcome to the BlackBerry Support Community Forums.
Thanks for the question.
Follow the steps in this KB article to resolve the issue: www.blackberry.com/btsc/KB33480
Let me know if you have any more questions.
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Click Accept as Solution for posts that have solved your issue(s)!
08-22-2013 07:20 AM
I've tried to follow these instructions but the problem is that the phone will not turn off so I cannot complete them
When I hold the top button down, it does not turn off
Instead the phone alternates between going black and coming up with the USB screen continously and doing this so much that the computer sees it as being connected and unconnected over and over and wont work.
11-07-2013 06:17 AM