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BlackBerry® Z10

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New Contributor
oladaniel
Posts: 2
Registered: ‎05-27-2013
My Device: Z10

Browser not working

I have not been able to use the browser on my z10 for a few months now.

 

The problem began with a constant notification, when I attempt to open any website, I would get the message "Site Identity Not Verifiable", I would just select 'add exception' and the page would open.

 

before

 

Now the browser has completely failed and does not respond to any input, I can't navigate to any web address, cannot open new tabs, cannot even open the browser settings menu so I can't even clear the browser cache which I believe would fix the issue; all it allows me to do is open and close the browser.

I have tried restarting the device, removing the battery and putting it back but to no avail.

 

after

 

The only solution seems to be to restore the phone back to factory but I don't want to do this as I would loose my bbm messages and there is no way to restore the bbm messages after a factory reset without also restoring the browser settings which then brings the browser problems back.

 

Has anyone encountered this and found a solution?

 

Hall of Famer II
sdgardne
Posts: 48,764
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)

Re: Browser not working

Hi and Welcome to the Community!

 

I don't find that exact message in the public KBs...perhaps your searching will be more fruitful:

http://btsc.webapps.blackberry.com/btsc/microsites/microsite.do

But, what I do find are similar errors that are rooted in the device being activated on BES. Is this the case for you? If so, then you should talk to your BES admins about it as there may be something they have done or need to do.

 

If you are not on BES (and, I suppose, even if you are!), then 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 should contact your mobile service provider for formal support and possible formal escalation to BlackBerry 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 Contributor
oladaniel
Posts: 2
Registered: ‎05-27-2013
My Device: Z10

Re: Browser not working

Thanks sdgardne, I have tried your suggestion to Register HRT and Reboot, I even performed a battery pull but it hasn't resolved the issue.

 

Does anyone know of a way to reset the browser without opening it? I can't do it from the browser as the menu does not open.

 

New Contributor
PHXSJAZ
Posts: 6
Registered: ‎05-01-2013
My Device: Z10

Re: Browser not working

I know this is a few months behind the ball, but I'm experiencing the same problem. It happened after I attempted to clear the cache. Now, the browser won't work if I just select it. I've attempted many different fixes and still can't get it to function properly. My workaround involes using Facebook or other app. I find a hyper link on FB and that opens and loads correctly in the BB web browser. It's getting a little old having to do this, but whatever.