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New Contributor
bigmoh55
Posts: 4
Registered: ‎09-19-2013
My Device: P9981
My Carrier: STC
Accepted Solution

P 9981 touch screen not responding

I am facing a problem with my new  Blackberry Porsche Design touch screen not responding , and after a reboot it we will work fine for one or 2 days and then will stop responding again.

i have tried software reload, RAM flashing ,, etc  but the propblem still occuring .. 

 

i will really appreaicte it if someone can help me with this problem ..

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Hall of Famer II
sdgardne
Posts: 47,226
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.1.3247), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: P 9981 touch screen not responding

Hi and Welcome to the Community!

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. You may have to run this way for several days, if that's how long it normally takes for the behavior to appear...and you will need to NOT launch any of the add-on or 3rd party apps that Safe Mode specifically prevented from auto-launching.

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.

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
bigmoh55
Posts: 4
Registered: ‎09-19-2013
My Device: P9981
My Carrier: STC

Re: P 9981 touch screen not responding

Hi, thanks for your kind advice, please can you help me with the instructions  to perform the WIPE, OS Reload, BBSAK Wipe/Reload, and the "Bare Bones" OS Reload Process.

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Hall of Famer II
sdgardne
Posts: 47,226
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.1.3247), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: P 9981 touch screen not responding

OK...even though you did not say, we can infer that Safe Mode was not helpful. Further, we have to infer that you already have a good full backup. If not, then...

 

WIPE:

  • KB14058 How to delete all data and applications from the BlackBerry smartphone using the Security Wipe option
  • KB31291 How to reset a BlackBerry smartphone to factory settings using BlackBerry Desktop Software

 

OS Reload:

 

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.
New Contributor
bigmoh55
Posts: 4
Registered: ‎09-19-2013
My Device: P9981
My Carrier: STC

Re: P 9981 touch screen not responding

Hi, I want to update you that I have followed the instruction of the complete Wibe and OS reload and unfortunatily the tuch screen problem came back after 2 days ..

 

I will really apprecaite if there is any other solution that I can use to slove this problem for such luxury phone ..

 

 

Please use plain text.
Hall of Famer II
sdgardne
Posts: 47,226
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.1.3247), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: P 9981 touch screen not responding

Of all the things provided, you have only done two...many more things are there, including the Bare Bones process which may well be useful to your situation.

Further, given what you describe, what changed during those two days? Any additional apps installed? If so, then they could be causal. If not, then you might actually have a heat problem where this fails when the device heats up to a particular point...removing the battery and letting it cool for a while might help you determine if this is the case.

Please do also understand that if this is indeed a hardware problem, then there is no real ability to fully diagnose that at an internet-distance. All we can do is give you various things to try (all of which I have already given you, but you have yet to actually try them all) to rule out other possible causes. When all of those are ruled out, then the most likely conclusion becomes a hardware fault...but that truly can only be diagnosed by a qualified technician with the device in their hands.

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
bigmoh55
Posts: 4
Registered: ‎09-19-2013
My Device: P9981
My Carrier: STC

Re: P 9981 touch screen not responding

Hi, I would like to update you that my P 9981 touch screen problem have been solved after I configure the mobile network mode to be 3G only , beofre it was 3G and 2G .

since i did the change to 3G , the tiuch screen resposne was normal and never face the freezing problem again.

 

Thanks alot for your kind support and provided advices.

Please use plain text.
Hall of Famer II
sdgardne
Posts: 47,226
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.1.3247), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: P 9981 touch screen not responding

Wow...thank you for reporting that back. That is something I never would have been able to guess at being useful based on the circumstances you reported. Thank you for reporting it for the benefit of others.

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.