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BlackBerry® Tour™

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New Contributor
dixiechikken
Posts: 4
Registered: ‎09-04-2010
My Device: tour
Accepted Solution

frozen phone

My Tour has suddenly stopped responding. The trackball works, but nothing responds; incoming calls don't ring, just go straight to voice mail. I have done a couple of hard resets, but they haven't helped. 

 

Any suggestions?

 

Thanks

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Hall of Famer II
sdgardne
Posts: 47,636
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: frozen phone

[ Edited ]

Hi and Welcome to the Community!

 

You said "hard resets", but that can mean many things...hence...

 

Anytime random strange behavior or sluggishness creeps in, the first thing to do is a battery pop reboot. With power ON, remove the back cover and pull out the battery. Wait about minute then replace the battery and cover. Power up and wait patiently through the long reboot -- ~minutes. See if things have returned to good operation. Like all computing devices, BB's suffer from memory leaks and such...with hard reboot being the best cure.

 

Otherwise, 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.
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New Contributor
dixiechikken
Posts: 4
Registered: ‎09-04-2010
My Device: tour

Re: frozen phone

Thank you! Safe Mode solution worked. It did take me three tries to get it right, but all is now well. Thanks very much!
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Hall of Famer II
sdgardne
Posts: 47,636
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: frozen phone

Well, you don't want to run normally in Safe Mode...rather, it's a diagnostic mode to rule in/out 3rd party apps. Your next step is therefore figuring out which 3rd party app is the actual culprit, and removing it.

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.