06-09-2013 04:43 AM
Need help urgently
An application called Texas Hold'em Poker was downloaded onto my Blackberry Torch 9810. This application has now messed up the whole appearance of my device. I cannot even access my bbm anymore. I deleted the app then rebooted my device hoping it will be normal again but it is still messed up. I've tried back up restore it didn't help. I tried to reset settings it didn't work. Rebooted my device like more than 5 times it still didn't help. Please help with solutions on how to make the appearance look normal again.
Solved! Go to Solution.
06-10-2013 09:55 PM
Hello nokuphiwa-zn and welcome to the BlackBerry Support Community Forums.
Sorry to hear you're experiencing an issue with your device.
Can you clarify how the the device is currently appearing? Larger icons? Missing rows of icons? Missing panels?
How did you do the reset of the settings?
06-15-2013 10:02 AM
Well basically my icons are very much smaller and are seemingly scattered. The icons only appear when I'm searching for something. The home screen is just a blank white page with black writing which says "Blackberry Wireless Handheld" at the top and at the bottom right hand corner it says "RIM 1999-2008". I can't play any music it say unable to play content. It freezes when I try to access Application Management. Can't even configure Wi-fi it says "uncaught exception". I reset the settings by pressing the blackberry icon on my phone while on the home screen and went to options. I tried to upgrade the software and the phone went back to normal but as soon as I reboot the device it goes back to the way it was (appearance changes again).
06-17-2013 12:17 PM
Backup your data (see KB12487) then reinstall the software (which should update it to the current version if an update is available) as shown in KB11320 How to perform a clean reload of the BlackBerry Device Software for Windows or if you us a Mac see KB19915 Perform a clean reload of BlackBerry smartphone application software using BlackBerry Desktop Software on a Mac computer.
Before any data is restored, check to ensure the appearance is as it should be. Do a reboot to make sure the display remains normal. Once confirmed, it's recommended you do a selective restore of your data (the essential data such as Contacts, BBM, Calendar, Messages as shown in KB10339 How to use BlackBerry Desktop Software to restore data to a BlackBerry smartphone from a backup file).
Let me know how the reload goes.
06-19-2013 02:40 AM
I did everything exactly as you said and I'm happy to report that my phone is finally working properly. After performing a clean reload of BlackBerry smartphone application software using the BlackBerry Desktop Software I rebooted my device and the appearance did not change. It remained normal. The icons are back to normal, I can access my bbm and play my music. Basically everything is as it should be. Thank you very much for your wonderful assistance in solving this frustrating issue. I really do greatly appreciate it. (^^,)