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BlackBerry® Torch™

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New Member
Posts: 1
Registered: ‎04-14-2013
My Device: Blackberry Torch 9810

Told to upgrade/install new software - stopped at 8% and now can't use phone

I have a blackberry 9810 (Slidey phone) and for days now it's been telling me to install/upgrade software on my phone, said it would take at leat 2 hours and maybe more, so I finally decided to do it overnight last night. 8 hours later and it has done no more than 8% and I can do NOTHING ELSE with my phone. I'm getting pretty frustrated now as nothing will let me exit this stupid installation, and the it just sits there at 8%. I have tried to follow online instructions for how to fix this, but nothing has worked as my blackberry does not seem to want to connect with my laptop. I need this phone for work and I really wanted a helpline I could phone to get advice, but I can' find a number anywhere. Has anyone had this issue, and if so, is there an easy way to fix it? I have a feeling if I contact o2, they will tell me I need Blackberry to deal with it!!!
Thanks!

Elite II
Posts: 7,973
Registered: ‎06-01-2012
My Device: Curve

Re: Told to upgrade/install new software - stopped at 8% and now can't use phone

Hi JD83

 

Welcome to BlackBerry Support Forums

 

So you have performed an On device Over the Air OS update ! To resolve you issue try those steps :

 

( 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.

Try it and let us know.

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