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New Contributor
ccava
Posts: 6
Registered: ‎08-04-2013
My Device: torch 9800
My Carrier: rogers

HELP.. phone is crashing numerous times a day!

Looking for advice other than pulling the battery please :smileyhappy: Im running OS6.0 Bundle 2921 and I cant seem to stay connected for even an hour without a crash... I tried updating to newest version but it already is. Phone also will not connect to desktop manager. Whats my next step, other that going with a new phone. Thanks in advance

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Hall of Famer II
sdgardne
Posts: 48,288
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: HELP.. phone is crashing numerous times a day!

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, see what happens.

If the behavior ceases, then 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.



But if the behavior continues in Safe Mode, then you may need to consider more drastic actions -- WIPE, OS Reload, BBSAK Wipe/Reload, and the "Bare Bones" OS Reload Process. To prepare, you should be sure that you have a full backup to your PC...please review the Backup link in my auto-sig on this post for instructions.

You may also need the use of these tricks:

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.
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New Contributor
ccava
Posts: 6
Registered: ‎08-04-2013
My Device: torch 9800
My Carrier: rogers

Re: HELP.. phone is crashing numerous times a day!

I don't have an ESC key?!
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Hall of Famer II
sdgardne
Posts: 48,288
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: HELP.. phone is crashing numerous times a day!

[ Edited ]

All pre-BB10 BBs have an ESC key -- it's the one with the arrow turning around on itself.


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
ccava
Posts: 6
Registered: ‎08-04-2013
My Device: torch 9800
My Carrier: rogers

Re: HELP.. phone is crashing numerous times a day!

So my issue still reoccured in safe mode, crashing not as often but crashing none the less. I tried too force the detection of the phone on desktop manager as well and it doesnt connect. The pc recognizez the berry is plugged in.. but the DM does not. Since the same mode trial, all my factory settings are reset also. Next step? Wipe?

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Hall of Famer II
sdgardne
Posts: 48,288
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: HELP.. phone is crashing numerous times a day!

If you can complete, before crashing, an on-device WIPE, then that would be a good next attempt. Followed by the OS reload, for which you will likely need one of the three "tricks" I provided above.

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
Please use plain text.
New Contributor
ccava
Posts: 6
Registered: ‎08-04-2013
My Device: torch 9800
My Carrier: rogers

Re: HELP.. phone is crashing numerous times a day!

[ Edited ]

phone is wiped... still crashing though. The new version of desktop manager had been set up and it now recognizes my phone... attempting to download and reinstall OS... thanks for your help thus far

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Hall of Famer II
sdgardne
Posts: 48,288
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: HELP.. phone is crashing numerous times a day!

From that description, it sounds like you are allowing the Desktop Software to automatically choose the OS to install. That process means that the Desktop Software first has to download the OS package from the Internet, install it to the PC, and then install it to the BB. If that process can't complete before your BB crashes again, you might want to consider overriding the automatic process and taking control.

 

In the following process, you don't need to depend on your BB staying operational until step 5, since you will already have the BB OS package ready on your PC for the Desktop Software to install.

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

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

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

4) 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

5a) Launch the Desktop Software and connect your BB...the software should offer you the OS package you installed to your PC. If, during the process, your BB presents a "507" error, simply unplug the USB cord from the BB and re-insert it...don't do anything else...this should allow the install to continue.

 

-- OR --

 

5b) Start at step 2 of this process: http://supportforums.blackberry.com/t5/BlackBerry-Device-Software/How-To-Reload-Your-Operating-Syste...

  • 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.

 



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 still need to use the tricks from post 2 above, but if any of the tricks discuss an update website, substitute what you've installed to your PC instead (e.g., Loader.exe from step 5b above).

 

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
ccava
Posts: 6
Registered: ‎08-04-2013
My Device: torch 9800
My Carrier: rogers

Re: HELP.. phone is crashing numerous times a day!

Again, im grateful for you time and help... but im at a loss as to fixing this phone. I am second guessing myself though on the procedures I used to install the OS. Being a new pc, I had no previous RIM software or folders so I did have to put the new desktop software program on. This new DS program recognized my phone and said I was up to date. I then found the OS link i needed and downloaded it to PC. I did not use the DS to install.. rather just ran the newly downloaded OS and installed that way. All personalization was lost again at that point, and the problem is still there. Im beginning to think its time to buck up and get a new phone as im not confident that even a BBSAK wipe will do anything different, but that being said.. if off to research that idea.

Please use plain text.
Hall of Famer II
sdgardne
Posts: 48,288
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: HELP.. phone is crashing numerous times a day!

Hence, the "bare bones" process I gave you. It is intended to try and determine if your OS is the issue, any of your optional items are the issue, or if you indeed have a hardware issue that none of this can resolve. It's a tedious process, but the only one I've come up with that an end user can do to try and root out the true cause of problems.

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.