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New Contributor
JacksCR
Posts: 2
Registered: ‎11-26-2012
My Device: BlackBerry Torch 9810
Accepted Solution

HELP! Torch 9810 frozen during update

Help please.

 

My blackberry froze during the backup process in the software update.

It's been stuck on 19% for the last 2.5 hours.

please someone help!

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Hall of Famer II
sdgardne
Posts: 48,563
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)

Re: HELP! Torch 9810 frozen during update

Hi and Welcome to the Community!

 

(Credit JSanders)

There are two methods of recovery for you to try:

One:

  • Open Blackberry Desktop Software & Connect your device with PC using USB cable, without inserting battery.
  • You will get three option Retry, Update Or Cancel, then click on update.
  • Once it is to the stage of the update "initializing handheld", then insert battery.
  • If this does not work, and you remain stuck on the backing up the Social Feeds database, go to the second method below.

Secondly:

  • Start your BlackBerry in Safe mode.  Article ID: KB17877 How to start a BlackBerry smartphone in Safe Modehttp://www.blackberry.com/btsc/KB17877
  • Connect to the BlackBerry Desktop Software and allow your handheld to connect. If you are prompted to upgrade, cancel the upgrade for later.
  • IF you cannot connect or your Desktop Software does not recognize your device while in Safe Mode, please follow the directions here to force the detect:  Article ID: KB10144 How to force the detection of the BlackBerry smartphone using Application Loader
  • Go to Device > delete > SELECT DATA > select to delete both the Social Feeds and Smart Card databases, and follow the remaining prompts to complete it. 
  • Now, you can return and click to upgrade the device through the Desktop Manager, or reboot the BlackBerry in normal mode and continue the over the air upgrade.

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
JacksCR
Posts: 2
Registered: ‎11-26-2012
My Device: BlackBerry Torch 9810

Re: HELP! Torch 9810 frozen during update

Thank you!

it eventually finished loading after 10 grueling hours!

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Hall of Famer II
sdgardne
Posts: 48,563
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)

Re: HELP! Torch 9810 frozen during update

Excellent...I'm glad you got it resolved.

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
NAisyahN
Posts: 4
Registered: ‎09-28-2011
My Device: Torch 9810

Re: HELP! Torch 9810 frozen during update

I've tried this but the loading bar still stuck at the same place (3/4). It said the software update was completed, then asked me to enter the password on the device. But, I wasnt able to do so since the phone wont restart. Can someone help me pleassse! Thanks in advance. 

Please use plain text.