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BBM

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New Contributor
Posts: 7
Registered: ‎08-24-2014
My Device: Nokia Lumia 520
My Carrier: XL Axiata

my complaint

Hello im use BBM on my device which is Nokia Lumia 520 in Indonesia.

I have re-install the app for several times cause always any bugs, in chat, feeds, or even contact.

almost when I get notification and I open the app, there is nothing, I dont know is that delay or something.

until today im very very dissapointing by BBM for windows some of my contacts dissapear and not back, the chats and many more, I try to re-install the app and it getting worse, all chat dissapear and all my data lost, its look like im use BBM for the first time, when I want report a problem, there is no support for blackberry on windows phone, that is make me more dissapointing.

I hope u (the server/backup/central data/maker/programer) of BBM for WP can restore all of my history is that chats, contacts, feeds, and even my invitation to my important people.
Community Manager
Community Manager
Posts: 4,431
Registered: ‎01-10-2011
My Device: PRIV
My Carrier: Koodo

Re: my complaint

Hi @HafidzJL,

 

Thanks for your feedback!

 

If I can ask, do you have Battery Saver enabled when you are finding issues receiving messages? If so, you mind completing the following steps and letting me know if the issue persist?

 

  1. In the App list, tap Battery Saver 
  2. Swipe over to Usage 
  3. Tap BBM
  4. Turn on Allow app to run in the background 
  5. Turn on Allow this app to run in the background when Battery Saver is on

As per the server restoring information, if you delete and reinstall BBM, your contacts, groups and settings such as your display picture are restored. Chat history is not however so before uninstalling BBM I’d recommend using the email chat option. To do this, open a conversation with a BBM contact, tap the three dot icon in the bottom right corner followed by email chat.

 

Let me know if this helps!



Did you know that PRIV & the DTEK50 come with 12 months of free, complimentary support?


PRIV: Call 1-866-533-8067 (Canada\USA), or 0800-141-3330 (UK)

DTEK50: Call 1-855-556-2522 (Canada\USA), or 0800-141-3330 (UK)


Follow me on Twitter and subscribe to the Inside BlackBerry Help Blog


New Contributor
Posts: 7
Registered: ‎08-24-2014
My Device: Nokia Lumia 520
My Carrier: XL Axiata

Re: my complaint

Some of my contact and old chat still not comeback.
Community Manager
Community Manager
Posts: 4,431
Registered: ‎01-10-2011
My Device: PRIV
My Carrier: Koodo

Re: my complaint

Chat history does not restore if you delete and re-install BBM. As per a contact disappearing,a contact will only disappear from your contact list if you delete them, or they delete you from their contact list. Thanks!



Did you know that PRIV & the DTEK50 come with 12 months of free, complimentary support?


PRIV: Call 1-866-533-8067 (Canada\USA), or 0800-141-3330 (UK)

DTEK50: Call 1-855-556-2522 (Canada\USA), or 0800-141-3330 (UK)


Follow me on Twitter and subscribe to the Inside BlackBerry Help Blog


New Contributor
Posts: 7
Registered: ‎08-24-2014
My Device: Nokia Lumia 520
My Carrier: XL Axiata

Re: my complaint

The contacts disappear when I got notification on my toast and live tile, when I open it, the new chat appear for millisecond and disappear with the contacts, I dont know it cause what, cause I was confused try to reintall it, but the disappear contacts not back. Thanks !

And I hope there is a security password to access the app in next update or later, cause BBM similar as private message and privacy for me.

Sorry for much critics, I want BBM give the best for people, especially who use lumia 520. Thanks.
Community Manager
Community Manager
Posts: 4,431
Registered: ‎01-10-2011
My Device: PRIV
My Carrier: Koodo

Re: my complaint

Securing BBM via a password is a great idea, thanks @hafidzJL!

 

I’ve passed this idea along to our product team for future consideration Smiley Happy

 

Regarding your contacts, have any disappeared recently?



Did you know that PRIV & the DTEK50 come with 12 months of free, complimentary support?


PRIV: Call 1-866-533-8067 (Canada\USA), or 0800-141-3330 (UK)

DTEK50: Call 1-855-556-2522 (Canada\USA), or 0800-141-3330 (UK)


Follow me on Twitter and subscribe to the Inside BlackBerry Help Blog


New Contributor
Posts: 7
Registered: ‎08-24-2014
My Device: Nokia Lumia 520
My Carrier: XL Axiata

Re: my complaint

Some received invitation... And chats
Community Manager
Community Manager
Posts: 4,431
Registered: ‎01-10-2011
My Device: PRIV
My Carrier: Koodo

Re: my complaint

So everyone is working ok, or are you still encountering issues?

Thanks!


Did you know that PRIV & the DTEK50 come with 12 months of free, complimentary support?


PRIV: Call 1-866-533-8067 (Canada\USA), or 0800-141-3330 (UK)

DTEK50: Call 1-855-556-2522 (Canada\USA), or 0800-141-3330 (UK)


Follow me on Twitter and subscribe to the Inside BlackBerry Help Blog


New Contributor
Posts: 7
Registered: ‎08-24-2014
My Device: Nokia Lumia 520
My Carrier: XL Axiata

Re: my complaint

Yes, for several days notifications on toast appears, but when i open the app there's nothing appears no new chats, new feeds or invitations...
Community Manager
Community Manager
Posts: 4,431
Registered: ‎01-10-2011
My Device: PRIV
My Carrier: Koodo

Re: my complaint

Ok, the next time this issue occurs are you able to capture logs for me? 

 

  1. Open BBM.
  2. Tap the More button (3 dots).
  3. Tap Settings followed by About
  4. Scroll down and tap the Report a Problem button.
  5. Tap on the Send Report Via Email button
  6. Within the body of email, provide a summary of the issue with as much detail as possible on whats occurring.
  7. Send yourself the email

 

Please provide as much detail as possible so we can udnerstand what occured.

 

For example; at 1pm, I received a new BBM notifcation, after tapping ont he notification, BBM opened but no new messages were shown. 



Did you know that PRIV & the DTEK50 come with 12 months of free, complimentary support?


PRIV: Call 1-866-533-8067 (Canada\USA), or 0800-141-3330 (UK)

DTEK50: Call 1-855-556-2522 (Canada\USA), or 0800-141-3330 (UK)


Follow me on Twitter and subscribe to the Inside BlackBerry Help Blog