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New Contributor
Posts: 8
Registered: ‎08-05-2011
My Device: Curve 9300, Torch 9600
Accepted Solution

Software update - Frozen

[ Edited ]

Hi

 

I'm using the Torch 9860 on Vodafone

 

Last night I downloaded the software update (sorry can't remember which version) wirelessly and am now running the software update.

 

It is stuck/frozen on the 'Backing Up Your Data' screen, it has got to Social Feeds 0% and Overall Backup Process 9% and has been like that for over 1.5hours (now 4.5)

 

Does anyone have any advice as to what to do, I have searched for this problem and found answers but am at a loss as if they refer to my issue so some direct advice would be much appreciated.

 

 have tried removing the battery and putting it back in but it still freezes at the same point

 

Thanks

 

Hall of Famer II
Posts: 49,709
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.3.1.2267), Playbook (2.1.0.1526)

Re: Software update - Frozen

Hi and Welcome to the Community!

(Credit JSanders)

There are two methods of recovery for you to try:

Method One:

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

Method Two:

  • Start your BlackBerry in Safe mode. KB17877 How to start a BlackBerry smartphone in Safe Mode
  • 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
New Contributor
Posts: 8
Registered: ‎08-05-2011
My Device: Curve 9300, Torch 9600

Re: Software update - Frozen

Hi

 

Many thanks for your reply

 

I tried method one and it worked fine, I now have my phone back :Clap:

 

Thank you so much for your help

 

 

Hall of Famer II
Posts: 49,709
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.3.1.2267), Playbook (2.1.0.1526)

Re: Software update - Frozen

You are most welcome...enjoy!



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
Posts: 8
Registered: ‎08-09-2014
My Device: Torch 9860

Re: Software update - Frozen

Hi I have tried both methods and they don't work - any further options?