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BlackBerry® Z10

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New Contributor
CordeliaG
Posts: 2
Registered: ‎07-12-2013
My Device: Z10
My Carrier: Orange/EE

Brand new Z10 stuck on initial software update

I have just bought 2 Blackberry Z10's - 1 for me, 1 for hubby - got them today. Had to buy 2 new SIM cards as the previous phones were Curve 8900's and the SIM card is too large for the Z10 so bought 2 new Micro SIM cards and installed them into phone. Contacted carrier to get Pay-As-You-Go information transferred across to new SIMS and then turned phones on.

Initial start-up went fine but they are both now stuck on software updates and have been for the past 5 hours!

Have tried all the tricks, take battery and SIM out, wait for 5 minutes, put SIM and battery back in and started phone up again but still stuck on the same update screen and can't do anything else.

Have spoken with carrier - Orange/EE - who said that it does take a few hours but 5 hours is much more than a few hours! I have seen that there have been lots of people with a similar problem but the solutions they have been given seem to work - doesn't work for me.

The phones are fully charged so it's not a low battery. Have tried connecting through Blackberry Link on desktop but it won't recognise the phones since the new phones are not associated with our Blackberry ID's - it still only recognises the old phones - also it can't connect to the new phones because they are still updating software.

 

Left the phones updating all night and this morning woke up to a new screen saying "tap to continue" and then it went into a "checking for regional updates" mode and is now back to square one with the "checking for updates" message and the blasted spinning wheel.  Been like this for nearly 2 hours now - very frustrating!

Have we made a big mistake as we are now without mobiles phones since the old SIMS have been deactivated and the new ones aren't working.

Can anyone assure me that it will eventually complete the update?

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Trusted Contributor
ratcat
Posts: 122
Registered: ‎11-08-2012
My Device: Torch 9810, Z10
My Carrier: ATT

Re: Brand new Z10 stuck on initial software update

Updates do not take 5 hours...

Try connecting to a WiFi to do updates, simply put it just works over WiFi far better.

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New Contributor
CordeliaG
Posts: 2
Registered: ‎07-12-2013
My Device: Z10
My Carrier: Orange/EE

Re: Brand new Z10 stuck on initial software update

I am connecting via WiFi and so far it has taken 2 days and still not finished.

 

However, my husband's phone, which started this process at the same time is now fully updated and working fine so I guess I just need to wait another 5 hours or so :Whistling:  So yes it does take this length of time.

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