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BlackBerry® Z10

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New Contributor
deb1985
Posts: 7
Registered: ‎02-23-2014
My Device: blackberry z10

Blackberry protect won't connect

I have the blackberry z10 and blackberry protect is obviously built in. EE don't understand what i'm on about so they told me to ask on here. Basically blackberry protect won't switch on on my handset. It says unable to connect please try again later. It's been like this for a while. Any idea's?
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Hall of Famer II
sdgardne
Posts: 48,554
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)

Re: Blackberry protect won't connect

Hi and Welcome to the Community!

With a strong carrier network signal (e.g., not merely WiFi), I suggest the following steps, in order, even if they seem redundant to what you have already tried (step 1 should result in a message coming to your BB...please wait for that before proceeding to the next step):

1) Register HRT

  • KB00510 How to register a BlackBerry smartphone with the wireless network
  • Please wait for one "registration" message to arrive

2)  Reboot

  • Pre-BB10 Devices ONLY. With power ON, remove the back cover and pull out the battery. Wait about a minute then replace the battery and cover. Power up and wait patiently through the long reboot -- ~5 minutes.
  • BB10 Devices. Hold the top button down until the counter reaches zero. Wait for the device to be fully shut down (e.g., nothing at all displayed on the screen, no LED lights, etc.). Hold the top button until the red LED is lit. Wait through the full boot-up process. IF this fails, you can attempt the battery-pull method above, but it is normally NOT recommended unless nothing else works.
  • See if things have returned to good operation. Like all computing devices, BB's suffer from memory leaks and such...with a hard reboot being the best cure.

Hopefully that will get things going again for you! If not, then you definitely need to escalate with EE...this is the 2nd thread in as many days where I've heard about EE support fobbing folks off like this. They are responsible for ALL of your services, and are therefore responsible for ALL of your formal service-related support. Only they can look at their systems to see if something is amiss. Only they can formally escalate your case to BlackBerry so that BB can look at their systems. No one here, in this user-to-user community, can achieve such "back end" system access and diagnosis. Sadly, I am beginning to wonder about the training levels of support staff at EE...I hope it is only temporary.

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
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New Contributor
deb1985
Posts: 7
Registered: ‎02-23-2014
My Device: blackberry z10

Re: Blackberry protect won't connect

I have tried all of the above and i have even done a handset wipe because I have had other issues where my phone won't accept calls from companies, including my employer which has now got me into trouble at work. EE are expecting me to pay for a brand new sim if the reset hasn't helped the problem with the call issues. In regards to blackberry protect, i don't know how many times I had to tell them that it's not a app on the z10 and it's actually built into the phone. They kept telling me to reinstall it. I am getting really angry with how many times I have contacted them now with no resolution
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Hall of Famer II
sdgardne
Posts: 48,554
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)

Re: Blackberry protect won't connect

Oh geez...I didn't recognize it earlier...we are duplicating our efforts here...not the best use of your time I fear:

In that other thread, I already laid out for you what you need to do. No one here, in this user-to-user community, has any access to any of the necessary carrier/BB systems by which to delve into this as deeply as it needs. EE must provide you with proper support and escalation in order for this to be looked into...no one here can do that.

 

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.
New Contributor
deb1985
Posts: 7
Registered: ‎02-23-2014
My Device: blackberry z10

Re: Blackberry protect won't connect

OK thank you. I just came on here as they said to. They ain't got a clue. Thank you anyway
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Hall of Famer II
sdgardne
Posts: 48,554
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)

Re: Blackberry protect won't connect

Don't let them fob you off...escalate with them to higher and higher levels of their management. As part of your contract with them for services, they are REQUIRED to provide you with all formal service-related support, including escalation to BB if needed. The fact that the first person you spoke to succeeded in fobbing you off does not mean that their responsibility to you is relieved.

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.
New Contributor
deb1985
Posts: 7
Registered: ‎02-23-2014
My Device: blackberry z10

Re: Blackberry protect won't connect

I am going to test the work phone tomorrow to see if it's now coming through to my phone, if not, i am going to go to phones4u who I got the phone off and also EE and kick off. That 2 different things are wrong
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