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BlackBerry® Q5

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New Contributor
patrickkoo
Posts: 6
Registered: ‎09-11-2013
My Device: Blackberry Q5
My Carrier: Cellplus

Camera can't be started

I have a 20 days old Blackberry Q5....was very happy with same but since one week, when trying to use my camera, getting this funny message " The camera can't be started "

 

I have already tried to reload the system but the problem is still here.

 

What can be done apart from throwing it away ?

 

Please advise.

 

Cheers,

 

Patrick

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BlackBerry Technical Advisor (Retired)
Goose947
Posts: 134
Registered: ‎05-16-2013
My Device: Q10/9900/9790
My Carrier: Rogers

Re: Camera can't be started

Hello patrickkoo

Welcome to the BlackBerry Support Community Forums.

 

After the reload of the BlackBerry Q5 smartphone did you restore from a backup file created? If not and you tested the BlackBerry Q5 smartphone the issue is likely hardware related.

 

I would contact your wireless service provider and ask what the next steps you can take are.


Goose947


 


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New Contributor
patrickkoo
Posts: 6
Registered: ‎09-11-2013
My Device: Blackberry Q5
My Carrier: Cellplus

Re: Camera can't be started

Hi Goose947,

 

Thanks for your reply...yes, I did restore my backup after the reload.

 

Please advise.

 

Hope you manage to help me out...it sucks that the camera is not working on a brand new phone :smileysad:

 

Cheers,

 

Patrick

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New Contributor
luffy54
Posts: 7
Registered: ‎07-22-2013
My Device: no
My Carrier: foreign

Re: Camera can't be started

I hope there is not a hardware probleme; have you an warenty ?

 

 

 

--------------------------

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BlackBerry Technical Advisor (Retired)
Goose947
Posts: 134
Registered: ‎05-16-2013
My Device: Q10/9900/9790
My Carrier: Rogers

Re: Camera can't be started

As the data has been restored I normally recommend reloading the BlackBerry Q5 smartphone software. The goal in reloading the device is to eliminate the possibility of user data causing the issue. Once the device has been reloaded I would immediately attempt to reproduce the issue. Please following the below steps to reload the BlackBerry Q5 smartphone:

 

*Note before reloading the BlackBerry Q5 smartphone software please backup the data stored on the BlackBerry Q5 smartphone using BlackBerry Link.

BlackBerry Link can be downloaded and installed from the below site:

www.blackberry.com/blackberrylink

To backup the BlackBerry Q5 smartphone Software please follow the below steps:

Windows/Mac

1.On your computer, open BlackBerry Link.
2.Connect your device to your computer using a USB cable.
3.At the bottom of the screen, click your device.
4.Click the Settings icon. In the Settings view, in the left pane, click Back Up Now.

Note: You can select data to include in your backup files by selecting specific data in the Settings view.

Alternatively, the following steps can also be performed:

1.To back up your device data, you can also click beside your device at the bottom of your screen. Click Back Up.

To reload the BlackBerry Q5 smartphone software please follow the below steps:

1.Open BlackBerry Link.
2.Connect the smartphone using the micro USB cable.
3.At the bottom of the BlackBerry Link window, click the Computer tab.
4.Select settings.
5.Under Reload Device Software, select Reload.
6.Follow the on-screen instructions.

Once the BlackBerry Q5 smartphone smartphone has been reloaded please attempt to test to see if the issue can be reproduced.

I look forward to your reply


Goose947


 


Come follow your BlackBerry Technical Team on Twitter! @BlackBerryHelp


Be sure to click Like! for those who have helped you.

Click Accept as Solution for posts that have solved your issue(s)!


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New Contributor
patrickkoo
Posts: 6
Registered: ‎09-11-2013
My Device: Blackberry Q5
My Carrier: Cellplus

Re: Camera can't be started

Hi Goose,

 

Thanks for your email....just finished reloading my phone but the camera still does not work.

 

any suggestion ?

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BlackBerry Technical Advisor (Retired)
Goose947
Posts: 134
Registered: ‎05-16-2013
My Device: Q10/9900/9790
My Carrier: Rogers

Re: Camera can't be started

Hello patrickkoo

Sorry to hear the camera is still experiencing the issue after a software reload. I would suggest at this point you contact the wireless service provider. Indicate that you have reloaded the BlackBerry Q5 smartphone operating system and the hardware is still experiencing issues.

 

The issue is likely hardware related.


Goose947


 


Come follow your BlackBerry Technical Team on Twitter! @BlackBerryHelp


Be sure to click Like! for those who have helped you.

Click Accept as Solution for posts that have solved your issue(s)!


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New Contributor
patrickkoo
Posts: 6
Registered: ‎09-11-2013
My Device: Blackberry Q5
My Carrier: Cellplus

Re: Camera can't be started

Ok, Goose...thanks for your prompt reply....will try the service provider.

But please tell me...how does warranty work ? I bought my cellphone in Malaysia....will it be covered by warranty in Mauriitus ?

Please advise.
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New Contributor
xuiian
Posts: 2
Registered: ‎10-22-2013
My Device: Q5
My Carrier: MTNSP

Re: Camera can't be started

Hi Goose947,

 

I have the same issue with my young Q5 and disagree that is a hardware problem.

 

After a restart I can open the camera application and I am able to take one picture before the application freezes, forcing me to restart the phone before the camera application will open again. Surely the hardware 'works'? I can use the camera to capture one photo. That is proof enough the hardware is functional.

 

I see more of these issues popping up on forums and will hopefully have a real fix soon.

 

Regards,

Dewald

 

 

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New Contributor
patrickkoo
Posts: 6
Registered: ‎09-11-2013
My Device: Blackberry Q5
My Carrier: Cellplus

Re: Camera can't be started

It seems that Blackberry is pretending not to hear our voices....I have had the same problems and they have been unable to help. From my perspective, my phone is not even covered by warranty because I bought it in Malaysia and I live in Mauritius...so, what should I do ? Will Blackberry be willing to replace my phone ? I am ready to send their phone back to their head office
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