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BlackBerry® Torch™

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New Contributor
Candy_girl001
Posts: 8
Registered: ‎10-19-2013
My Device: Torch 9800

SOFTWARE PROBLEMS

Hi, can ANYBODY please give me advice, i just updated my BB torch software, my phone is now slower than ever and this message came up:

 

uncaught exception:

Application

Net_rim_bb_qm_peer

(276) is not responding:

Process terminated....

 

What does this mean and how can i fix it??

 

 

Hall of Famer II
sdgardne
Posts: 48,813
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)

Re: SOFTWARE PROBLEMS

Hi and Welcome to the Community!

 

Given you say you performed an update, it can be assumed that either something went wrong with the update or the update is corrupt somehow. In either case, the proper course of action is a clean OS reload. The simplest way is to, on a PC (you cannot do this on MAC):

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.

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

6a) For changing your installed BB OS level (upgrade or downgrade), you can launch the Desktop Software and connect your BB...the software should offer you the OS package you installed to your PC.

6b) Or, for reloading your currently installed BB OS level as well as for changing it, bypass the Desktop Software and use LOADER.EXE directly, by proceeding to step 2 in this process:

If, during the processes of 6a or 6b, 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.



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
New Contributor
Candy_girl001
Posts: 8
Registered: ‎10-19-2013
My Device: Torch 9800

Re: SOFTWARE PROBLEMS

Hi

thanks for the reply, but it seems i cannot download the previous version of the software, any advice on that?

 

Hall of Famer II
sdgardne
Posts: 48,813
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)

Re: SOFTWARE PROBLEMS

Maybe...if I can understand what is going wrong. But, from merely "cannot download", I have no idea what truly you are doing...there are at least 3 methods I can think of for "download"...but I cannot know exactly which you are attempting unless you say so, and include the exact and complete content of any error messages that appear when you make the attempt. Please try to remember that I have only your words to help me understand...I cannot see your BB, I cannot see your computer, etc. I need you to describe exactly what you see in words that are adequate to help me to fully understand your situation.

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
Candy_girl001
Posts: 8
Registered: ‎10-19-2013
My Device: Torch 9800

Re: SOFTWARE PROBLEMS

when trying to reload previous version of software my BB desktop only downloads until 6% followed by my BB message saying : App reset 506 and then it resets itself, it does this most of the time by itself, "smartphone". I cannot go into my e-mails, neither the internet. Im not sure if its because of the wireless activation, as it said I should activate all wireless "docs" after I upgraded to the new software the first time.
Hall of Famer II
sdgardne
Posts: 48,813
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)

Re: SOFTWARE PROBLEMS

506? I've never seen that, and can find no documentation about it...so I'm a bit lost. As for the rest of what you said, I'm not all sure that I'm able to follow those words, as presented.

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