BlackBerry World

[pusser_uk]

I have been trying to get an answer from Blackberry about an app that I installed on my Blackberry 9800 in the UK. The World Clock......  It was an excellent app when used on my 9800 and having family all over the world, it was almost essential to have on the phone.

   appworld.blackberry.com/webstore/content/66843/?lang=en&countrycode=US   

Now that I live in the USA and have upgraded my Blackberry Torch to a 9850, would you believe that the application does not work on that phone, even though my phone is listed as compatible! I have emailed BB over this and they appear either not to have received my question, or choose not to answer it. To add insult to injury, they required that I paid for this application again, despite the fact that the phone displayed, "Re-Install World Clock". So, I paid for the app in the UK, paid again in the USA and all it does, when run, is completely freeze my phone. The only solution is to remove the battery and reboot the phone and then delete the app. Its a shame, it was a good clock, Many people agree that it is good, but many have also had the same problem as me. BB just don't want to answer my question......   The email address on the website is support @ appforbb.com and nothing I can do seems to get a reply.

Please, is there anything going to be done with this app?  Am I likely to get a refund because it doesn't work on my phone?

[sdgardne]

Hello,

It's really up to the app developer to work with you on this. The AW catalog pages present what the developer says they are compatible with...BlackBerry does not, I believe, have the resources to validate all of that. Plus, there is an incredible amount of variation possible...specific OS level, other apps, etc...that can contribute to the (non)functionality of the app.

Here is something to try...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, then try the app and nothing else...see what happens.

If the app works correctly in Safe Mode, then it's something in your other 3rd party apps that is causing the conflict.

If the app does not work correctly, then there is a conflict with the core OS on your BB.

There are things you can try to determine the exact cause, but the process is tedious at best...if you want to try that, just say so and I'll gladly provide it.

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pusser_uk wrote:

Am I likely to get a refund because it doesn't work on my phone? 

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You should exhaust working with the developer before pursuing refund. If you decide you want refund, you obtain that via your mobile service provider...they take your case/request, and escalate it to BlackBerry for processing. You can also challenge the charge via your payment method.

Good luck and let us know!

[pusser_uk]

Thanks for your help, I'll have a play around and see what happens.

[pusser_uk]

I reinstalled the World Clock and, as a double check, started it and, as expected, my phone froze. I removed the battery, followed the instructions about booting in safe mode and tried to run the app again. It froze the phone again, just the touch on the icon and the phone froze, just as before. A further check with Blackberry Desktop Software told me that I have the latest version of the software for my phone.

Talking about the developer, every avenue I take brings me back to appsforbb.com as the developer and any contact with support@appsforbb.com will not get an answer.

It seems that it might be better to give up if further troubleshooting is tedious and call the whole thing a lost cause.

[sdgardne]

That may well be your best bet, because the next steps to try and truly figure it out are indeed quite tedious. But, if you want to try them, they would be:

1. Load your OS "bare bones"...if anything is optional, do not install it (save for AppWorld...you will need that in order to proceed).
2. Reinstall just the one app in question -- no matter how tempting, just it alone.
3. If the behavior presents immediately, then return to step1 and try a different OS.
4. If the behavior does not present, then continue adding, one by one, your other things, until the behavior presents or all is reloaded. 

When the behavior presents, you know the culprit...the last thing you loaded. If the behavior presents no matter what, then the app itself is indeed the likely culprit, and only the app developer can help with that.

Good luck and let us know!

[pusser_uk · Accepted solution]

I am retired so I cannot say that I don't have the time to try this, but I feel that I don't have the inclination to try it in case I foul up anything.
Thanks for your help anyway, at least we tried one possible avenue to a solution. I just wish appsforbb.com would answer questions sent to them.

[sdgardne]

Good luck!