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BlackBerry® Z10

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New Member
Posts: 3
Registered: ‎08-02-2013
My Device: Z10
My Carrier: AT&T

Browser not working

Help! My browser has stopped working. I am unable to browse the Internet.

 

When I open the browser, the screen is black and the field to 'type search or address' is enabled. However, no matter what I put in this field, not thing happens. google.com, bing.com, blackberry.com, cnn.com - nothing happens. The menu (three dots on the lower right side of the screen) do not work. When I select the menu, nothing happens. The same with the tabs on the left side of the search box, when I click it, nothing happens. If I access my browser from an email link, it just opens the browser and nothing happens. Same if I access the browser from a favorite saved on my home screen.  The browser has totally crashed!!!

 

I have performed a soft reset, hard reset, security wipe and restore and I am still having the issue.

 

Any ideas?

Hall of Famer II
Posts: 53,223
Registered: ‎11-28-2008
My Device: Z10/Z30/Q10 (10.3.2.840), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Browser not working

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

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 should contact your mobile service provider for formal support.

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.
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New Member
Posts: 3
Registered: ‎08-02-2013
My Device: Z10
My Carrier: AT&T

Re: Browser not working

Thank you for the steps, however, it did not resolve my issue. I am still unable to browse or access any of the browser settings.
Hall of Famer II
Posts: 53,223
Registered: ‎11-28-2008
My Device: Z10/Z30/Q10 (10.3.2.840), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Browser not working

Then you fall to the sentence after step 3 that I already provided above, do you not? Something I wrote up there about if this doesn't work, to contact your mobile service provider? Please re-read and perhaps try again...for if you missed that bit, you may have missed something else within those steps. It would also help if you provide the exact outcome of each step as well...



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
New Member
Posts: 3
Registered: ‎08-02-2013
My Device: Z10
My Carrier: AT&T

Re: Browser not working

I followed the directions exactly as you listed them above - registered with the wireless network, waited for verification message, soft reset the phone (fully powered it off, then powered it back on) attempted to browse the Internet. The screen is black and the field to 'type search or address' is enabled. However, no matter what I put in this field, not thing happens. google.com, bing.com, blackberry.com, cnn.com - nothing happens. The menu (three dots on the lower right side of the screen) do not work. When I select the menu, nothing happens.

 

The outcome is, nothing changed. I am still unable to browse the Internet.

 

I have been on the phone for 3 hours with my carrier and Blackberry and I am still unable to browse. I was hoping that someone on the forum would be able to provide an accurate fix.

Highlighted
Hall of Famer II
Posts: 53,223
Registered: ‎11-28-2008
My Device: Z10/Z30/Q10 (10.3.2.840), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Browser not working

These are very new devices in the world. We are all learning together, but sometimes formal support is still required. Hopefully they resolved it and, if so, it would be an excellent contribution by you to post the fix.

Cheers!



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