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Latif07
Posts: 2
Registered: ‎09-07-2013
My Device: BlackBerry 9320

BlackBerry 9320 Keyboard

I have had my Blackberry for 7 months now but after a month of having it the keyboard starting having problems, i did not spill water on it or anything but i managed to get it fixed by leaving it with the battery out over night.

this problem has happend to me two more tiems now, everytime i press a certain key it registers as two other keys or as no keys, i really dont know what to do and need my phone functional asap,

Any help would make me the happiest person alive.

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Hall of Famer II
sdgardne
Posts: 48,564
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)

Re: BlackBerry 9320 Keyboard

Hi and Welcome to the Community!

 

From what you say, you have been suffering with this for 6 months...what a shame...


Anyway, I recommend that you attempt to boot into Safe Mode:

  • KB17877 How to start a BlackBerry smartphone in Safe Mode

It may take you multiple attempts to get the ESC key sequence (press/release/hold) correct, so be patient. When successfully into Safe Mode, see what happens.

If the behavior ceases, then think carefully...what happened just before this behavior started? A new app? An update? A Theme? Something else? Think carefully as the smallest change could be causal...and attempt to undo whatever that was.



But if the behavior continues in Safe Mode, then you may need to consider more drastic actions -- WIPE, OS Reload, BBSAK Wipe/Reload, and the "Bare Bones" OS Reload Process. To prepare, you should be sure that you have a full backup to your PC...please review the Backup link in my auto-sig on this post for instructions.


 

Of course, this problem could be hardware failure...which, of course, is quite impossible to diagnose at an internet distance. If that is possible, then you should seek support under the terms of your warranty...hopefully waiting 6 months has not caused that to lapse.

 

Good luck and let us know!


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
Latif07
Posts: 2
Registered: ‎09-07-2013
My Device: BlackBerry 9320

Re: BlackBerry 9320 Keyboard

Safe mode has not worked, could you please go in to further detail about the next steps, Thank you

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Hall of Famer II
sdgardne
Posts: 48,564
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)

Re: BlackBerry 9320 Keyboard


Latif07 wrote:

Safe mode has not worked


Hmmm...can you perhaps expand on that? Did it not go into safe mode at all? Or did it go into safe mode, but it made no difference to the behavior?


Latif07 wrote:

could you please go in to further detail about the next steps


Well, that depends on the outcome, which I don't yet understand. But if the outcome is the latter (entered Safe Mode, but made no difference), then I'm not sure what you need next. The very next step is to ensure you have a good backup, detailed instructions for which I've already provided you a link to (as noted in my earlier post).


If you have that, then the next thing to try would be an on-device WIPE:

  • KB14058 How to delete all data and applications from the BlackBerry smartphone using the Security Wipe option
  • KB16307 Actions performed by the BlackBerry smartphone during the removal of stored user and application data

 

Failing that, you move to even more drastic actions...the simplest way is to, on a PC (you cannot do this on MAC):

1) Make sure you have a current and complete backup of your BB...you can find complete instructions via the link in my auto-sig below.

2) Uninstall, from your PC, any BB OS packages

3) Make sure you have the BB Desktop Software already installed

4) Download and install, to your PC, the BB OS package you desire:

  • http://us.blackberry.com/support/downloads/download_sites.jsp
  • It is sorted first by carrier -- so if all you want are the OS levels your carrier supports, your search will be quick. However, some carriers are much slower than others to release updates. To truly seek out the most up-to-date OS package for your BB, you must dig through and find all carriers that support your specific model BB, and then compare the OS levels that they support.

5) Delete, on your PC, all copies of VENDOR.XML...there will be at least one, and perhaps 2, and they will be located in or similarly to (it changes based on your Windows version) these folders:

  • C:\Program Files (x86)\Common Files\Research In Motion\AppLoader
  • C:\Users\(your Windows UserName)\AppData\Roaming\Research In Motion\BlackBerry\Loader XML

6a) For changing your installed BB OS level (upgrade or downgrade), you can launch the Desktop Software and connect your BB...the software should offer you the OS package you installed to your PC.

6b) Or, for reloading your currently installed BB OS level as well as for changing it, bypass the Desktop Software and use LOADER.EXE directly, by proceeding to step 2 in this process:

If, during the processes of 6a or 6b, your BB presents a "507" error, simply unplug the USB cord from the BB and re-insert it...don't do anything else...this should allow the install to continue.



You may also want to investigate the use of BBSAK (bbsak.org) to perform the wipe it is capable of.



You may also want to try the "Bare Bones OS Reload Procedure" to attempt to narrow down the precise causal item:

  1. Load your OS "bare bones"...if anything is optional, do not install it.
  2. If the behavior presents immediately, then try a different OS with step 1
  3. If the behavior does not immediately present, then run for as long as it takes for you to be sure that the behavior will not present.
  4. Add one thing -- no matter how tempting, just one.
  5. If the behavior does not present immediately, then again run for long enough to be sure it will not have the same problem
  6. Repeat steps 4 and 5 until all things are loaded or the behavior presents

When the behavior presents, you know the culprit...the last thing you loaded.

If the behavior does not re-present, then you know that either step 1 or 2 cured it.

If the behavior presents no matter what, then you likely have a hardware level issue for which no amount of OS or software can cure.



You may also need the use of these tricks:



If you are on MAC, you are limited to only your carriers sanctioned OS packages...but can still use any levels that they currently sanction. See this procedure:

  • KB19915How to perform a clean reload of BlackBerry smartphone application software using BlackBerry Desktop Software

Good luck and let us know!


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.