Welcome!

Welcome to the official BlackBerry Support Community Forums.

This is your resource to discuss support topics with your peers, and learn from each other.

inside custom component

BlackBerry® OS Smartphones

Reply
New Member
Posts: 1
Registered: ‎04-01-2013
My Device: Torch 9800
My Carrier: Orange

BB Torch 9800

Hi, my phone no longer charges or comes on. When plugged into a wall charger, the red light will come on for a few minutes then it will show a battery with a red X on the screen. I know it's not the batttery because I have already bought a new one. I have tried to reload software but it won't connect to my desktop. Does this mean the phone is damaged or is it a software problem? Can somebody please help cos its just over a year old and relatively new! i was expecting to use it for a number of years at least considering the cost! Pls help!

Hall of Famer III
Posts: 57,572
Registered: ‎11-28-2008
My Device: PRIV (6.0.1/AAG111), Z10/Z30/Q10 (10.3.2.2813), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: BB Torch 9800

Hi and Welcome to the Community!

Please try this sequence...note that, throughout the entire 4h15m process, your BB must remain connected to a known-good wall charger (not PC USB):

  1. With the battery inside, connect your BB to the wall charger
  2. Leave it alone for 2 hours, no matter what the LED or the display does
  3. Remove the battery
  4. Wait 15 minutes
  5. Insert the battery
  6. Wait another 2 hours, no matter what the LED or the display does

This has been known to "kick start" some BBs.




It is also possible that your battery or BB has experienced a problem...to test, this sequence is needed:

  1. Obtain a known good and already fully charged additional battery...use it in your BB and see what happens
  2. Obtain access to a known good and identical BB...use your battery in it and see what happens

The results of this will indicate if it's your BB or your battery that has the problem. I know you bought a new battery, but please note that "new" and "known good" are not necessarily the same...while rare, a new battery could be defective.


 

Otherwise, these more drastic recovery methods might be worth a try:

Keep in mind, of course, that if indeed the problem is the hardware itself, there is no amount of internet-distance diagnostics nor OS/software repairs that can be of any use. Only a qualified technician, with the device in their hands, can in that case give you a proper diagnosis and estimate.

 

Depending on the exact terms of your warranty, you may have coverage there...I've heard of some cases where the seller extends a 2-year warranty (beyond the standard 1-year that BlackBerry provides). Further still, sometimes you can cover issues after warranty via insurance...you might check what you have available for that.


Good luck and let us know!


Occam's Razor nearly always applies when troubleshooting technology issues!

New to the Community? Click here and also here for helpful guidance. Also please click here for additional 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. If anyone has been helpful to you, please show your appreciation by clicking the button. Need a reference to BB10 OS/SR versions? Click here. Need a specific BB10 AutoLoader? Send me a private message.

...................................................... ......................................................