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New Member
Posts: 1
Registered: ‎01-23-2014
My Device: 9720
My Carrier: O2

Buttons Freeze and have to battery pull

I have a couple of issues with the 9720:


1. it freezes for anywhere between 10 and 20 seconds while typing in an email address - connected to BES although it does it with any address


2. Sometimes I go to unlock the phone and it doesn't respond to any button press. The screen lights up but I cannot select to type the password in at all. I have tried using the screen and scroll pad and neither respond. The only way to get it going again is it pull the battery and restart it.


I have checked and there are no software updates available - It is running version 7.1 bundle 2910.


The phone has only been used for just over a week so I don't want to do a factory reset as you could understand doing this every week and asking my adman to create the BES activation password would be very inconvenient.


Any suggestions would be much appreciated.



Hall of Famer III
Posts: 59,066
Registered: ‎11-28-2008
My Device: DTEK50 (AAI82), PRIV (AAI795), Z10/Z30/Q10 (, Playbook (
My Carrier: TMobile USA

Re: Buttons Freeze and have to battery pull

Hi and Welcome to the Community!

I recommend that you attempt to boot into Safe Mode:

  • KB17877 How to start a BlackBerry smartphone in Safe Mode

It may take you multiple attempts to get the ESC key sequence (press/release/hold) correct, so be patient. When successfully into Safe Mode, see what happens.

If the behavior ceases, then think carefully...what happened just before this behavior started? A new app? An update? A Theme? Something else? Think carefully as the smallest change could be causal...and attempt to undo whatever that was.

But if the behavior continues in Safe Mode, then you may need to consider more drastic actions -- WIPE, OS Reload, BBSAK Wipe/Reload, and the "Bare Bones" OS Reload Process. To prepare, you should be sure that you have a full backup to your PC...please review the Backup link in my auto-sig on this post for instructions.


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.

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