04-28-2012 02:58 AM
05-04-2012 12:48 PM
Do you have access to a computer with the BlackBerry® Desktop Software installed? If so, is the BlackBerry® Desktop Software able to connect with your BlackBerry® smartphone?
If it is, please try to back up your data using the BlackBerry® Desktop Software and perform a clean reload of your BlackBerry® Device Software.
For further instructions, please see the following KB articles.
For Windows® "How to perform a clean reload of the BlackBerry Device Software for Windows" http://bbry.lv/GI9beY
For Mac "Perform a clean reload of BlackBerry smartphone application software using BlackBerry Desktop Software on a Mac computer" http://bbry.lv/J0UN1U
Please test to make sure the issue has been resolved before restoring any data from your backup file.
If the BlackBerry® Desktop Software is unable to connect with your BlackBerry® smartphone, I would advise trying to force a detection by starting a BlackBerry® Device Software reload without your battery inserted. For further steps, please see the following KB articles:
For Windows® : "How to force the detection of the BlackBerry smartphone using Application Loader" http://bbry.lv/IAfXWd
For Mac: "Unable to application load a BlackBerry smartphone showing JVM 507 or JVM 513 using BlackBerry Desktop Software" http://bbry.lv/J0V8BH
Please note that the last process will remove all data from your BlackBerry® smartphone.
Since it is not detected by your computer, you will not be able to backup your data first. If you have a previously taken backup file, you can restore your data from that backup.
05-04-2012 02:22 PM
Thank you very much for the technical support. Since the BlackBerry® Desktop Software is unable to connect with the BlackBerry® smartphone, I tried to force a detection by starting a BlackBerry® Device Software reload without the battery inserted by following the steps provided. But the issues seems worse off than just that. I got the following message:-
"There was an error updating your software
A connection to the device could not be established. Please ensure that the device is properly connected to the cradle or USB cable, and that the cradle or USB cable is connected securely to your computer. Also ensure that the device has completed any startup operations. Then run the Application Loader Wizard again."
Please, what can be done to salvage this brand new Blackberry 9800 smartphone. Thank you as I anticipate your reply.
05-04-2012 03:59 PM
I would advise first trying the steps in this KB article. "Unable to connect to the BlackBerry smartphone during a multistage loading operation" http://bbry.lv/K4Gk5Z
If you are still unable to connect to reload the BlackBerry® Device Software, at what point in the software reload attempt do you receive this message?
If its after you reinsert the battery, please try the steps to force detection again, however, but only re-insert the battery once the BlackBerry® Device Software reload has reached the Reconnecting to JVM stage.
If the error occurs before you reinsert the battery, please try reinserting the battery once the screen shows Connecting to ARM.
Please note: These processes will remove all data from your BlackBerry® smartphone.
Hope this helps.
05-04-2012 06:04 PM
Thank you for the technical advise. I have followed the steps in the KB article but the challenge still persists. I am still unable to connect the BlackBerry 9800 device to my computer using the BlackBerry Desktop Software.
When I click on "CONNECT TO DEVICE", I get the following message:-
BlackBerry Desktop Software cannot communicate with the connected device.
If the device is rebooting or has a dead battery, click Retry to attempt to reconnect once the device reboots.
If clicking Retry doesn't connect the device, or the device isn't rebooting with a charged battery, you might need to update your BlackBerry Device Software to correct the problem.
Troubleshoot your device connection
Clicking on "UPDATE" brings out the following message:-
Checking for BlackBerry Device Software Updates.
..after which the following message quickly appear on the screen:-
There was an error updating your software
A connection to the device could not be established. Please ensure that the device is properly connected to the cradle or USB cable, and that the cradle or USB cable is connected securely to your computer. Also ensure that the device has completed any startup operations. Then run the Application Loader Wizard again
What could be the cause of this issue? What exactly can be done to resolve it?
05-10-2012 12:34 PM
Since the previous troubleshooting steps have not resolved the issue and allowed a reload of the BlackBerry® Device Software, I would advise contacting your point of sale for other available options.