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BlackBerry® Torch™

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New Contributor
EPowell
Posts: 2
Registered: ‎04-03-2013
My Device: Torch 9800
My Carrier: ATT

Torch 9800 - Screen Black

My Torch has gone crazy.  The screen is just black.  I've put in a new battery, but that does not help.  I hear it turn on and off and plug it in the computer, but I see nothing.  Please help.

 

Eric

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Hall of Famer II
sdgardne
Posts: 47,635
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Torch 9800 - Screen Black

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, 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.

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
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New Contributor
EPowell
Posts: 2
Registered: ‎04-03-2013
My Device: Torch 9800
My Carrier: ATT

Re: Torch 9800 - Screen Black

Sorry, but that did not work.  Since I can't see the loading bar coming up on the screen, I followed the instructions for holding the escape key after the LED light went out.  Tried several times with no luck.  I did receive a phone call on it and could hear just fine.  I just can't see anything on the screen.  Any other ideas?

 

Eric

Please use plain text.
Hall of Famer II
sdgardne
Posts: 47,635
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Torch 9800 - Screen Black

Not being able to see the screen, everything else is going to be quite drastic, and conducted from the computer. First, though, review the link in my auto-sig on this post related to backups...be sure you have all of that, because most of the things we can do from your computer will be quite destructive as far as your data and apps are concerned.

 

The first thing to try is to simply connect your BB to your computer, run the desktop software, and see if it can do any updates automatically to your BB. That might help (or it might not).

 

After that, it's a ResetToFactory WIPE:

  • KB31291 How to reset a BlackBerry smartphone to factory settings using BlackBerry Desktop Software

 

Followed by full OS reloads, and maybe even some of these tricks:

 

 

Then again, if the problem is physical hardware, then only a qualified technician with the device in their hands can give you a proper diagnosis and estimate.

 

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.