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New Contributor
nagpalsameer
Posts: 8
Registered: ‎05-25-2013
My Device: Z10
My Carrier: Airtel
Accepted Solution

Facing two problems: 1) Frozen Browser 2) Blackberry Protect doesn't read my Z10

Hi everyone.

 

I really need somebody's help. I am facing two problems with my new Z10. 

 

1) My browser has frozen since I deleted the cookies in the morning. I can see the menu on the left and use the settings, but the bookmarks and the shortcuts in the new tab page are completely irresponsive. I have restarted my phone a number of time snow. Can anyone help with this?

 

2) I have turned the Blackberry Protect feature on in my Z10, however whenever I sign into the protect website with my blackberry id, the website say that no device has been linked to this account. Again, I have switched this particular on and off multiple times, but to no avail.

 

Any help would be greatly appreciated.

 

Thank You

Regards

Sameer Nagpal

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Hall of Famer II
sdgardne
Posts: 47,983
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Facing two problems: 1) Frozen Browser 2) Blackberry Protect doesn't read my Z10

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 (steps 1 and 2 each 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 to your Messages app

2) Delete and Resend Service Books (pre-BB10 devices only)

  • KB05000Delete the service book for the BlackBerry Internet Service email account from the BlackBerry smartphone
  • If you have no CMIME entry, then skip the deletion
  • KB02830 Send the service books for the BlackBerry Internet Service
  • Please wait for "Activation" Messages, one per already configured email account, to arrive in your Messages. If you have no already configured email accounts, please wait 1 hour.

3) 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.
Join our BBM Channels
BSCF General Channel
PIN: C0001B7B4   Display/Scan Bar Code
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New Contributor
nagpalsameer
Posts: 8
Registered: ‎05-25-2013
My Device: Z10
My Carrier: Airtel

Re: Facing two problems: 1) Frozen Browser 2) Blackberry Protect doesn't read my Z10

Thank you for the welcome and the response.

I have sent the request for the network registration. I don't understand how that will help the problems I am facing with the browser. If I open a link from another app, for example my email app, then the browser will open that link and work normally. However, if I open another tab or try to type in a new address in the same tab, the browser will again freeze.

Regards
Sameer Nagpal
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Hall of Famer II
sdgardne
Posts: 47,983
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Facing two problems: 1) Frozen Browser 2) Blackberry Protect doesn't read my Z10

Oh...that's quite a bit more detail than you first provided. In any event, the two steps (you skip step 2 in what I provided) may or may not help the situation, but it's worth a try. It sounds like you've only so far conducted step 1...if the message doesn't arrive, please proceed to step 3 anyway. And you may need to try rebooting via both of the methods suggested.

If all else fails, you can try reloading your OS, or you can 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.
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
nagpalsameer
Posts: 8
Registered: ‎05-25-2013
My Device: Z10
My Carrier: Airtel

Re: Facing two problems: 1) Frozen Browser 2) Blackberry Protect doesn't read my Z10

Wow. Quick response. Thank you. My browser has only just started behaving in this manner. Earlier when I had first posted, my browser had simply frozen.

I hope this just means my browser is slowly going back to full functionality. hoping for the best. :smileyhappy:
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Contributor
Warren72
Posts: 16
Registered: ‎02-28-2013
My Device: z10
My Carrier: rogers

Re: Facing two problems: 1) Frozen Browser 2) Blackberry Protect doesn't read my Z10

I have the exact same problem! It started yesterday, also after I deleted cookies. I have tried shutting down and removing the battery but it does not help. I suspect many more people will be having this problem and there will be more comments soon. Sometimes the voice command works to open the browser, but it eventually freezes and then won't work until i reboot, but with the same problems. 

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Contributor
Warren72
Posts: 16
Registered: ‎02-28-2013
My Device: z10
My Carrier: rogers

Re: Facing two problems: 1) Frozen Browser 2) Blackberry Protect doesn't read my Z10

I have the exact same problem! It started yesterday, also after I deleted cookies. I have tried shutting down and removing the battery but it does not help. I suspect many more people will be having this problem and there will be more comments soon. Sometimes the voice command works to open the browser, but it eventually freezes and then won't work until i reboot, but with the same problems.

 

Does anyone know if backing up my phone and reloading the OS will resolve the problem? (I will never deleted cookies again lol).

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New Contributor
nagpalsameer
Posts: 8
Registered: ‎05-25-2013
My Device: Z10
My Carrier: Airtel

Re: Facing two problems: 1) Frozen Browser 2) Blackberry Protect doesn't read my Z10

Hey... good news!! my browser has started working again. Entirely on its own. Didn't do anything.
I think deleting the cookies just messes it up for a bit. Blackberry still has a few bugs to resolve if it wants to offer the same effortless experience of the other platforms.

My suggestion is to wait it out like I did. You don't have to reload the OS. Although, i think that will get the browser working faster but I find reloading a pain. Try to side load the Dolphin Browser Android app in the meanwhile
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New Contributor
nagpalsameer
Posts: 8
Registered: ‎05-25-2013
My Device: Z10
My Carrier: Airtel

Re: Facing two problems: 1) Frozen Browser 2) Blackberry Protect doesn't read my Z10

The Blackberry Protect issue still needs to be resolved though. But from the looks of it, nobody can help me with it
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Contributor
Warren72
Posts: 16
Registered: ‎02-28-2013
My Device: z10
My Carrier: rogers

Re: Facing two problems: 1) Frozen Browser 2) Blackberry Protect doesn't read my Z10

Thank-you for the input. Mine still isn't working. How many days did it take until your browser came back to life?
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