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BlackBerry® OS Smartphones

Posts: 1
Registered: ‎11-05-2012
My Device: Bold 9780
My Carrier: Bell

BB 9780 freezing when sending pictures, checking email

I am getting extremely frustrated with my phone. For the last couple of weeks, my phone has been freezing. It freezes when I try to send a picture via text message. It freezes when I try to get images in my email. It does not freeze when I use or send pics via BBM. I have deleted pictures, videos and unnecessary apps on my phone. I have pulled the battery on my phone about 50 times in the last couple of weeks, once 6 times in an hour. I have backed it up using BB Desktop. I even bought a new battery but it's still happening. Please note, I have had this phone for 17 months and have NEVER had these issues before. It all started after the last software upgrade (6.0 Bundle 2921 (, platform about 2 or 3 weeks ago. 

Also, my husband has been having similar issues wih his Torch. He can't even access his email icon without the phone freezing. Is it our carrier (Bell), the latest update, BB, what? Bell is no help - they insist we've both damaged our phones somehow (at the exact same time? Really?).

Posts: 2,283
Registered: ‎09-09-2010
My Device: BlackBerry Z10 Smartphone

Re: BB 9780 freezing when sending pictures, checking email

Hey msamuel22,

Welcome to the BlackBerry® Support Community Forums.


I would suggest doing a clean reload of the BlackBerry® device software as shown here: http://btsc.webapps.blackberry.com/btsc/KB11320. Please test before restoring any data to the device.

If this resolves the issue do a selective restore of essential data (Address Book, Calendar, Task, Memos, BBM contacts etc.)
How to use BlackBerry® Desktop Software to restore data to a BlackBerry® smartphone from a backup file

If the issue still persists after the reload, further investigation might be required. To help further diagnose the cause, contact your wireless service provider or BlackBerry® Technical Support Services for further review and support.

Thank you.





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