05-01-2014 02:24 PM - edited 05-02-2014 01:20 PM
In the event you are encountering an issue, here are a few things you can do to help find a solution!
Step 1 - Understand the issue and obtain your device information
To allow others to assist, provide as much detail as possible about the issue you are encountering. For example, saying "BBM doesn’t open" helps, but providing extra detail such as "BBM opens briefly and closes with the following error" really helps!
To get you started, here a few questions you should consider:
On top of asking yourself these questions, ensure you provide details on about your device and software versions.
To obtain this information, follow the steps below.
Device & Model: e.g. Nexus 5
Device OS Version: e.g. 4.4.2
BBM Version: e.g. 22.214.171.124
After obtaining an understanding of what’s occurring and capturing your device details, review the supporting content below.
If you are still unable to find a solution, post a new thread and provide as much detail as possible so the community can assist!
Step 2 - Check for updated software
The first troubleshooting step you should take is ensuring you are using the latest version of your device OS and BBM. To verify you are, complete the following steps:
If updates are found, install them and see if the issue you are encountering still occurs. If the issue persists, review the next section for help finding a solution!
Step 3 - Review Troubleshooting Content
After verifying you are using the latest version of software, review the listing below of available self-service content
Troubleshooting Knowledge Base Articles
BlackBerry ID Knowledge Base Articles
In addition to the knowledge base articles listed above, search the BlackBerry Knowledge Base as well.
To do this, go to http://blackberry.com/btsc and search based on the issue you are encountering. To help find applicable content, start off by searching for your device platform and a few key words related to the issue you are encountering. For example, if you are having trouble sending attachments, start your search using “iPhone BBM attachments”.
If after reviewing the knowledge base you are unable to find an article that helps, post a new thread providing as much detail as possible so the community can assist. If a fellow community member responds and they post helps resolve the issue you are encountering make sure you click Accept as Solution. Doing so will others facing a similar issue that stumble across your post to identify what solution helped you get up and running again!
I hope this helps – happy chatting
If so use the BlackBerry Contact Catalog so we can better assist > http://blck.by/2huFaGF