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New Contributor
Posts: 5
Registered: ‎10-10-2011
My Device: Bold 9900
My Carrier: Airtel
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BOLD 9900 Screen goes off during call and does not wake up after key press. - Urgent Help required !

Hi I m using Bold 9900 since last 45 days or so it is updated with OS version 7.0.0.261 and Platform version 5.0.0.454. After some 25 days, the phone developed a strange issue of screen going blank (off ) during the call and not coming back even after key presses. It only comes back after the call gets disconnected.

 

I went to the service station where they wiped off the phone and installed the OS again, but the problem persists. The service station communicated to me that they have received a few more complaints for such an issue with other BOLD 9900s, but they dont have any solution for the same for the moment. Also told me that if I had come with this issue within a month's time they would processed change of handset for me (I was some 5 days late !!!!!!) They also made a video of the issue and mailed it to their higher official.

 

But when I checked again after over 10 days there has been no reply from their side. They have no clue on how to handle the issue, let alone solve it.

 

It comes to me as big shock that BlackBerry is handling this issue so lightly when people like me  have taken a bet on existing brand image and opted for the newly launched phone. The cold response is baffling and seems like there is no solution for the helpless customers here in India. Highly disappointing indeed.

 

I seek help from the International BB support community to help me resolve this issue !!

 

Thanks !!!

Malik

New Contributor
Posts: 8
Registered: ‎05-16-2011
My Device: Bold 9900
My Carrier: Telus

Re: BOLD 9900 Screen goes off during call and does not wake up after key press. - Urgent Help required !

I feel the exact same way you do.  I have the identical issue with the blank screen and an battery that can be drained in 4 hrs with almost zero activity other than the 4 or 5 bb apps that cannot be closed on the phone (clock, bbm, messages, phone, home, etc..), wifi and Bluetooth turned off, cleared out SMS message history, etc 

-I'm upset by this horrible battery

-I'm upset by the lack or ZERO customer support available

-its glitchy at best and touch is great when it decides to work 

 

The apps are horrible, repetitive and I'm afraid to ad anything else to the phone for fear the battery can't handle it.

 

I love bbm which is why I'm on my 8th (at least) bb, but when the world edition and bb bold (original) are your best phone ur days are numbered this phone is 2 weeks old and I will be seeing if I can get rid of it ... I advice everyone to stay away till rim can get a battery in this thin shell that can power it.... 

 

oh an my friend from what I see the screen going off is suppose to happen while it's pressed against your face, to avoid misdialing on the touch screen, (a battery saving feature, what a joke)  but like yours my screen will only come back after I disconnect the call.

 

I don't have an answer but I'd appreciate one if someone out there has one. 

Visitor
Posts: 1
Registered: ‎10-17-2011
My Device: Blackberry Bold 9900
My Carrier: T-Mobile

Re: BOLD 9900 Screen goes off during call and does not wake up after key press. - Urgent Help required !

Exact same problem... just started happening today. On speaker the screen stays on... handset goes out and stays out. It's obviously the face proximinity sensor but has there been a fix yet?

Visitor
Posts: 1
Registered: ‎10-17-2011
My Device: BlackBerry Bold Touch 9900
My Carrier: Bharti Airtel India

Re: BOLD 9900 Screen goes off during call and does not wake up after key press. - Urgent Help required !

Hello BlackBerry International Support Community,

 

I completely agree with what Mr. Malik has said in top most post. Even, I am encountering the same issue where BlackBerry Bold Touch 9900 screen goes completely black, the very next moment you initiate a call and does not lightens up despite pressing of any key available on handset except the disconnect call button. In other words, if you want to see your screen alive again. You have to disconnect the ongoing call.

 

Few of the very worst inconveniences due to this issue are:-

1. You can not see, since how long have you been talking to the person on the other end.

2. If any waiting call comes in between, you won't be able to figure out who is calling (You will only hear the waiting call beep).

3. If the caller at the other end ask you some information or let's say contact number of some other person. What will you say that my screen goes dead during call and I have to disconnect it in order to provide you requested information. This is simply ridiculous.

4. You won't be able to see time, schedules or your reminders during call.

5. So on and on......!

But still, I consider me lucky that hitherto I haven't faced any problems related to battery or phone going on silent mode by it's own.

 

Finally, just like Mr. Malik. I too approached the place from where I bought this clumsy masterpiece. There, our so called Mr. Specialist in BlackBerry informed me that few other customers approached him for screen and battery issues. And just like immovable faith in their product, Mr. Specialist assured me not to worry as these are few glitches in this phone which are bound to go after some time or may be release. He also suggested me to go to BlackBerry Service Center to wipe and re-install the O/S again but I am wondering if it has done no good to Mr. Malik, what better it will do to me?

I have been a very loyal customer of BlackBerry since 2004, may whatever the competition offered and I have been waiting for this hand phone desperately considering it as the best of BlackBerry till date. Due to this, I bought this one the moment it got launched here in India (I guess second week of August, 2011). Now, after being sick of such clumsy glitches - I started to doubt the capability of BlackBerry as an established giant. Seems like they are at inchoate level of refinement and quality. This hand phone is making BlackBerry stand in queue of many TOM, **bleep** & HARRY companies which are manufacturing and selling cheap cellphones in India now a days.

 

Having said above things, I seek rapid resolution of this screen issue on SOS Basis. If not, you will lose a loyal customer and also lose a generous thought which has been vouching long for BlackBerry products in circle of friends and families.

 

Thank you very much.

 

Warm Regards,

Abhishek Dwivedi

New Contributor
Posts: 3
Registered: ‎10-17-2011
My Device: Bold 990
My Carrier: 02

Re: BOLD 9900 Screen goes off during call and does not wake up after key press. - Urgent Help required !

Hi Kamalik sorry to answer your question with a question, but you mentione going to a "Service Station" is this a physical place, I am new to Blackberry hsitorically Nokia, since changing the Bold 9900 I have has to be the Dumbest smart phone it is so slow, both iot and I need help, is there any address for Blackberry service centres ?
New Contributor
Posts: 5
Registered: ‎10-10-2011
My Device: Bold 9900
My Carrier: Airtel

Re: BOLD 9900 Screen goes off during call and does not wake up after key press. - Urgent Help required !

It is a physical place.In India we have 2 ways in which mobile handsets are sold,one network locked and non locked. The service is provided by the distributor run network of physical service centers.I haven't found any links on official website for the list/addresses of such a place,bit they exist and info on them can be provided by BB sellers/retailers. They are very slow to provide service to hardware problems.I have, to my utter shock found BB users reeling with hardware issues for over 3 months at times without any solution.It is surprising that despite BB sales going down around the world and India still showing increase of market share, huge service holes exist.Seems like RIM is not bothered about such issues,unless the issue is in media like the last service outage, I feel being cheated!!!
New Contributor
Posts: 3
Registered: ‎10-17-2011
My Device: Bold 990
My Carrier: 02

Re: BOLD 9900 Screen goes off during call and does not wake up after key press. - Urgent Help required !

Thanks for your reply, hopefully they will get themselves sorted out, not good at the moment for sure. My phone seems to be a little better today, but don't know what Ive done !!
New Contributor
Posts: 8
Registered: ‎05-16-2011
My Device: Bold 9900
My Carrier: Telus

Re: BOLD 9900 Screen goes off during call and does not wake up after key press. - Urgent Help required !

Just an update to my situation,

 

I DL the new OS 7 update from the RIM website and the problem with the battery and with the screen were fixed.

It also uninstalled my battery saver app, which I actually didn't need anymore as the phone worked perfect and was quite impressive.

 

That being said,  after a few days working I DL an app to capture screen shots and the phone call screen freeze came back.

 

Tonight I plan to reinstall the OS7 in hopes to fix this problem for the second time...  Battery continues to work great ...   

New Contributor
Posts: 5
Registered: ‎10-10-2011
My Device: Bold 9900
My Carrier: Airtel

Re: BOLD 9900 Screen goes off during call and does not wake up after key press. - Urgent Help required !

@NATHANIELCA. Good to know that you got it sorted with the update.This makes the problem seem more like a software issue rather than suspected proximity sensor malfunction(still needs to be verified).Can you tell me which version you downloaded,for me it says no update available..
New Contributor
Posts: 2
Registered: ‎10-19-2011
My Device: Blackberry Bold 9900
My Carrier: Orange

Re: BOLD 9900 Screen goes off during call and does not wake up after key press. - Urgent Help required !

I have the same problem, ive had my phone for three weeks and this problems has only just happened (four days ago) - Ive been to the Geek Squad in Car Phone Warehouse - no joy and Ive called Orange and they told me to back up and do a systems wipe, which I did (not great as you lose BBM messages and have to log in to everything else again, Twitter/FB etc) - Any ideas of what to do next?