Welcome!

Welcome to the official BlackBerry Support Community Forums.

This is your resource to discuss support topics with your peers, and learn from each other.

inside custom component

BlackBerry® Torch™

Reply
New Contributor
wrm5b
Posts: 8
Registered: ‎10-10-2013
My Device: BlackBerry Torch 9850

9850 White Screen during OS upgrade

After losing power during a security wipe (long story) i've tried several methods to either reload the OS to my BlackBerry 9850 or just wipe it to start from scratch. In each instance, the device can boot to 3/4 of the white bar and then will go to a completely blank screen. This will stay indefinitely until power loss.

 

1) through my Mac BBDM: when the OS is not detected, I try to upgrade and as the device is initializing, it goes to the white screen and the BBDM eventually says the upgrade was a failure.

2) through mac Terminal: I've tried a factory reset through Terminal using the "./bbdm resettofactory". It gives me a message of "RIM Software" or something to that effect but doesn't seem to reset the device at all.

3) through VirtualBox running windows: I've tried connecting my device this way and though the device appears on the VirtualBox software (it says a RIM Blackberry device is connected via USB), neither BBSAK or AppLoader.exe will detect the device to let me wipe it or go through the AppLoader process.

 

Any ideas out there? I figure there's got to be a way to force detection such that I might wipe the device to a factory state so that I might then reload the OS.

 

Device info

 

Your carrier: It was bought from US Cellular but I am using it with a SIM card in the UK.

Model info and OS version (Go to Settings, then Options, then about): OS 7.1

 

Apps and free space

Did a battery pull fix your issue? No.

 

When writing your question

Good description of what is really wrong and how to reproduce if possible. Details of what you did before: Again, I was trying a security wipe after some software issues made me want to start from scratch and the device lost power before the wipe was completed.

Hall of Famer II
sdgardne
Posts: 48,767
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)

Re: 9850 White Screen during OS upgrade

Hello,

Given all you describe, I do not think it can be recovered via a MAC. You will need a PC. After you've arranged such access, I recommend the following.


1) Make sure you have a current and complete backup of your BB...you can find complete instructions via the link in my auto-sig below. This is likely moot in your situation.

2) Uninstall, from your PC, any BB OS packages

3) Make sure you have the BB Desktop Software already installed

4) Download and install, to your PC, the BB OS package you desire:

  • http://us.blackberry.com/support/downloads/download_sites.jsp
  • It is sorted first by carrier -- so if all you want are the OS levels your carrier supports, your search will be quick. However, some carriers are much slower than others to release updates. To truly seek out the most up-to-date OS package for your BB, you must dig through and find all carriers that support your specific model BB, and then compare the OS levels that they support.

5) Delete, on your PC, all copies of VENDOR.XML...there will be at least one, and perhaps 2, and they will be located in or similarly to (it changes based on your Windows version) these folders:

  • C:\Program Files (x86)\Common Files\Research In Motion\AppLoader
  • C:\Users\(your Windows UserName)\AppData\Roaming\Research In Motion\BlackBerry\Loader XML

 

Now, try these tricks:

If any suggest an Update Website, substitute please either the Desktop Software or LOADER.EXE.

 

Good luck and let us know!


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
wrm5b
Posts: 8
Registered: ‎10-10-2013
My Device: BlackBerry Torch 9850

Re: 9850 White Screen during OS upgrade

Unfortunately, none of this worked through a PC. The phone would be recognised briefly by the computer but LOADER would not recognise the phone. I also tried using JL_Cmder but that also failed (it returned an error message ). Any other ideas? Thanks so much for your help.

Hall of Famer II
sdgardne
Posts: 48,767
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)

Re: 9850 White Screen during OS upgrade

Typically, when "none of this works", it indicates a likely hardware issue, for which no amount of OS or Software "fixes" can be of any use. If (note carefully "if"...internet-distance support can have a high chance of inaccuracy) this is the case, then the only next step is in-person support from a qualified hardware technician. If you have warranty, then you'd seek help under those terms. If you have no warranty, then you seek out a local (to you) shop with a qualified BB technician and have them give you a proper diagnosis and estimate.

 

Good luck!


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