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BlackBerry® Torch™

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New Contributor
Kimmywhp
Posts: 2
Registered: ‎02-04-2013
My Device: 9860
My Carrier: 02

Torch 9860 frozen on software updates

Hi 

 

im hoping someone can help. My Blackberry 9860 asked me to update the software so i selected "update now" and now it has been frozen for 2 days with the screen white and social feeds showing at 0% progress and overall backup progress at 5%. iv taken the battery out several times and iv tried connecting it to my desktop software but it cant seem to find the device.

 

The 9860 is a touch screen model so i cant try pressing alt caps and delete like iv noticed a few people mention.

 

Id really appreciate any advice as i use my phone for work and currently cant access the phone at all.

 

thanks x

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Hall of Famer II
sdgardne
Posts: 48,189
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Torch 9860 frozen on software updates

Hi and Welcome to the Community!

 

(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.

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
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New Contributor
Kimmywhp
Posts: 2
Registered: ‎02-04-2013
My Device: 9860
My Carrier: 02

Re: Torch 9860 frozen on software updates

Thank you so much, iv managed to reboot my phone!!!

 

honestly cant tell you what a relief it is, so a massive thank you!!

 

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Hall of Famer II
sdgardne
Posts: 48,189
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Torch 9860 frozen on software updates

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.