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New Contributor
shoshgifter2011
Posts: 7
Registered: ‎08-22-2012
My Device: Blackberry Torch 9800
My Carrier: AT&T
Accepted Solution

Torch 9800 completely wiped during update

When I plugged my phone into the computer to charge, an update came up on bb desktop manager - to update to the 6.0 Bundle 2467 - and I began the update.  After a few minutes i realized that I should back up my phone before updating but bb desktop wouldn't let me - it said that IT needed to update.  So the device software update paused until the desktop update was complete.  When it was finished, the device update continued...and I didn't back up.

 

Somewhere in the middle of the update (after about a half hour) the phone blinked , there was a funny "beep" and a message came up that the update could not continue.  The phone had rebooted but was stuck at about 65%.   I let it sit for a few minutes, still not moving.  Pulled the battery, let it sit for a few minutes like that and re-inserted.  Started to reboot, then stalled again at the same spot.  Pulled the battery after another few minutes and waited about 15 minutes.

 

When I put the battery back in, the phone quickly booted up completely...but because the updater stalled mid-update EVERYTHING is lost! Contacts, Calendar, Memos. 

 

Is there ANY way at all to recover anything?? Or is all my data lost somewhere in cyberspace?!?!?!

 

*There is a small file, about 5MB called Blackberry Contacts so I thought I could sync the files from there, but I don't know how!

 

Can anyone help?  Really aggravated about this...

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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: Torch 9800 completely wiped during update

Hi and Welcome to the Community!

 

First, let's be sure your BB is functioning correctly and with the proper OS. Is it? From what you have said, I cannot tell for sure. If it's not functioning correctly, then you may want to reload your OS again cleanly, just to be sure. Don't worry about any data on your BB...it's already gone from there now (based on what you've said).

 

For your data, the Desktop Software should have performed a backup during the update process...sometimes, you are offered the chance to defeat that...hopefully you did not. In any event, search your computer for files with extension of IPD and/or BBB (depending on the version of the Desktop Software you are using)...those are the files that would have been created on your computer when the update process performed the backup. Look at the date/time those files were created...any created around the time you were doing the update are candidates from which to perform a restore to your BB.

 

Otherwise, if you had availed yourself of the free BB Protect app, your data is indeed "in the cloud" available for you to restore.

 

Further, if you've been using a desktop organizer (e.g., Outlook), then that as well should contain your data.

 

Beyond that, if you have none of those, then you have indeed now experienced data loss, which is sad indeed.

 

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.
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New Contributor
shoshgifter2011
Posts: 7
Registered: ‎08-22-2012
My Device: Blackberry Torch 9800
My Carrier: AT&T

Re: Torch 9800 completely wiped during update

Thanks for all that info! 

 

BB seems to be working right, same little quirks as before the update (it's a refurb).

 

I found a BBB file dated early this morning, around the time I was doing the update.  What do I do with it?

 

And what's the BB Free protect app? I will look into it.

 

 

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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: Torch 9800 completely wiped during update


shoshgifter2011 wrote:

 

I found a BBB file dated early this morning, around the time I was doing the update.  What do I do with it? 


KB10339 How to use BlackBerry Desktop Software to restore data to a BlackBerry smartphone from a backup file


shoshgifter2011 wrote:

 

And what's the BB Free protect app? I will look into it.


KB25062 How to use BlackBerry Protect to back up data on a BlackBerry smartphone


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
shoshgifter2011
Posts: 7
Registered: ‎08-22-2012
My Device: Blackberry Torch 9800
My Carrier: AT&T

Re: Torch 9800 completely wiped during update

Wow...thanks!

 

If I would have realilzed it would be SO easy, I wouldn't have been so aggravated...

 

Going to download the free BBProtect app NOW.

 

Thanks again!!

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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: Torch 9800 completely wiped during update

You are most welcome...FYI...my backup methodology is thus:

 

Daily

  • Allow BB Protect to automatically backup everything that it can (for me, I tell it to only do so via WiFi)

Weekly

  • From within BBM, backup BBM contacts to Media Card or Device Memory
  • Via Desktop Software, full backup of BB to PC (creates IPD/BBB backup file)
  • Via Mass Storage Mode, full copy of Device and Media Card memory to PC

That way, I make sure that I can quickly recover just about anything that I might need.

 

BTW...the reason for the separate BBM contacts backup is that, even though it's supposed to back up as part of the Desktop Software process, sometimes it just doesn't work correctly...so having that separate backup file available for those is just my added little bit of "insurance".

 

Cheers!


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
shoshgifter2011
Posts: 7
Registered: ‎08-22-2012
My Device: Blackberry Torch 9800
My Carrier: AT&T

Re: Torch 9800 completely wiped during update

For some reason, Blackberry App World was somehow un-installed during the upgrade so I downloaded it myself and immediately downloaded BB Protect and backed up everything that it allowed me to back up.

 

The weekly backups you mentioned are a good ideas too.  Will set up the BBM backup and the Desktop Software backups and set a reminder for myself to backup via Mass Storage mode.

 

Thanks SO much...you really saved me!

 

 

Have a great day!!

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: Torch 9800 completely wiped during update

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
Please use plain text.