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New Contributor
ph101
Posts: 3
Registered: ‎05-01-2013
My Device: Torch 9860
My Carrier: Vodafone

Camera & GPS

Hi

 

I have Torch 9860 an in the last week both the camera and GPS have stopped working - I'm not sure if they're connecrtd or I'm just jinxed.

 

The camera won't start and just asks for other applications to be closed down which doesn't help. I've tried a battery pull and a hard reset and neither help.

 

The GPS appears to work but never seems to find any satellites no matter where I am in the country, including locations that have worked previously.

 

Any ideas welcome

 

Paul

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Hall of Famer II
sdgardne
Posts: 48,285
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Camera & GPS

Hi and Welcome to the Community!

I recommend that you attempt to boot 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, think carefully...what happened just before this behavior started? A new app? An update? A Theme? Something else? Think carefully as the smallest change could be causal...and attempt to undo whatever that was.

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
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New Contributor
ph101
Posts: 3
Registered: ‎05-01-2013
My Device: Torch 9860
My Carrier: Vodafone

Re: Camera & GPS

Thanks For the info.

 

I have tried safe mode and both faults are still there. I have deleted the ony new apps added recently and am still having problems.

 

Paul

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Hall of Famer II
sdgardne
Posts: 48,285
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Camera & GPS

Well, Safe Mode rules out all add-on and 3rd party apps because it blocks them from running anyway, so your issue is likely much deeper. To prepare for what you'll need to do, please review the Backup link in my auto-sig on this post, and conduct all of it so that you have a full and complete backup to your PC along with all of the other details...you will need that. But don't restore until you've achieved a configuration that is again functional.

 

The first recommendation is a Device Wipe:

  • KB14058 How to delete all data and applications from the BlackBerry smartphone using the Security Wipe option

Be sure you select all of the optional items for it to wipe.

 


 

The next recommendation is an OS reload. For a true reload, you need to use the exact same OS package that is already running on your BB. If you find there is something newer, you might want to consider upgrading to that.

Please refer to this official download portal as you proceed. 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.

From a PC, you can install any compatible (e.g., for your exact BB Model Number) OS package to a BB via this procedure:

Note that while written for "reload" and the Storm, it can be used to upgrade, downgrade, or reload any BB device model -- it all depends on the OS package you download and install to your PC. After installing the OS package to your PC, please remeber to 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

Be sure that you remove, from your PC, any other BB device OS packages as having more than one installed to the PC can cause conflicts with this procedure.



You may also want to investigate the use of BBSAK (bbsak.org) to perform the wipe it is capable of.



You may also want to try the "Bare Bones OS Reload Procedure" to attempt to narrow down the precise causal item:

  1. Load your OS "bare bones"...if anything is optional, do not install it.
  2. If the behavior presents immediately, then try a different OS with step 1
  3. If the behavior does not immediately present, then run for as long as it takes for you to be sure that the behavior will not present.
  4. Add one thing -- no matter how tempting, just one.
  5. If the behavior does not present immediately, then again run for long enough to be sure it will not have the same problem
  6. Repeat steps 4 and 5 until all things are loaded or the behavior presents

When the behavior presents, you know the culprit...the last thing you loaded.

If the behavior does not re-present, then you know that either step 1 or 2 cured it.

If the behavior presents no matter what, then you likely have a hardware level issue for which no amount of OS or software can cure.



You may also need the use of these tricks:



If you are on MAC, you are limited to only your carriers sanctioned OS packages...but can still use any levels that they currently sanction. See this procedure:

  • KB19915How to perform a clean reload of BlackBerry smartphone application software using BlackBerry Desktop Software

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
Please use plain text.
New Contributor
ph101
Posts: 3
Registered: ‎05-01-2013
My Device: Torch 9860
My Carrier: Vodafone

Re: Camera & GPS

Thanks. I've prerformed a data wipe and that didn't help.

 

I guess I'll move onto the OS reload next.

 

cHeers

 

Paul

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