05-13-2013 08:41 AM
i am unable to use the keyboared on my torch as whenever i slide the screen up the screeb light refuses to go on. i am able to use the touch screen to operate the phone but i cannot use the buttons on my phone. i went to an EE shop and was told this is a software problem.
05-17-2013 02:13 PM
Welcome to the support community!
To fix any possible software issue that may be causing this to happen, please try to first back up all your data using the BlackBerry® Desktop Software and then perform a clean reload of your BlackBerry® Device Software. For further steps, please see the following KB articles.
"How to back up BlackBerry smartphone data using BlackBerry Desktop Software for Windows" KB12487
"How to perform a clean reload of the BlackBerry Device Software for Windows" KB11320
"Back up and restore BlackBerry smartphone data on a Mac computer using BlackBerry Desktop Software" KB18776
"Perform a clean reload of BlackBerry smartphone application software using BlackBerry Desktop Software on a Mac computer" KB19915
Please test to make sure the issue has been resolved before restoring your backup file.
If that doesn't help, then the issue may be hardware related. In that case I recommend contacting your mobile network provider again for other options.
Please let me know how you make out with that.
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