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BlackBerry® Torch™

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New Member
ukjazzmine
Posts: 1
Registered: ‎01-22-2013
My Device: 9800 torch

9800 problem

Im not sure if your the team i need to contact because i found your contact information very confusing if i need to discuss this problem with some other department i would appreciate if you could give me there details.I have a blackberry torch 9800 and this morning it started playing music on its own i have goggled this problem and i see it has been happening to other people as well my main issue with this is the 15 second song it plays on my blackberry is a song called little demon girl which is a little girl saying if you don't come and play with me I am going to kill you which it keeps repeating over and over and the only way to get it to stop is by resetting the phone.  Now when this started happening my children were using the phone and it really scared them they showed it to me and as IM sure you'll agree it is very spooky and extremely offensive it scared me also, I have mental health issues and this has caused me and my children great deal of distress I am very unhappy with this and I now consider the phone unusable even if this problem can be rectified I am too scared to put the battery back in in case it happens again.  I would like to know if there is anything you can do to rectify this problem.

Hall of Famer II
sdgardne
Posts: 48,740
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)

Re: 9800 problem

Hi and Welcome to the Community!

 

First to set your expectation -- this site is a user-to-user community of volunteers. It is not part of any formal support from, escalation to, nor communication with RIM. Hence, it is the right "department" -- if you wish help and advice from other users. But if you desire formal support, you seek that from your mobile service provider, you original place of purchase, or an authorized service center -- it varies by region, so I can't tell you which it is for you...but your original documentation should have included instructions as to how you seek formal support.

 

Here's what I suggest...boot the BB 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, look carefully at everything that is installed:

  • KB10040 How to view or remove installed applications on a BlackBerry smartphone

Remove anything that is not truly necessary for use. I have no idea what item to tell you to look for...the possibilities are rather huge to make guessing of any value. But, again, if you see something as installed and you don't use it, then remove it.

 

It is highly likely that someone has put something onto your BB that is doing this. You would be wise to implement password protection on it so as to prevent that from happening again. But, to protect your data, you may also want to review this process:

Good luck and let us know!


Occam's Razor nearly always applies when troubleshooting technology issues!
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