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

New Contributor
Posts: 3
Registered: ‎12-06-2008
My Device: Not Specified
Accepted Solution

Couple of Problems with 9700

Hi All


I've had this BB for a year or so - have always had some problem with BBM shutting down (my Curve never had this kind of problem) - in the way that when I highlight the name to click on it to message them it won't let me.  I will have to end up doing a battery pull to reset the Blackberry.  This was happening just occasionally but now it is happening 2-4 times a day and I'm totally ticked off.  

My family is across the country and I don't know if they are trying to contact me (because I don't always think to check the BB that often during a busy day )


I have tried various time to do upgrades - the latest to version 6 - but am having troubles with doing that - here is what is happening (so not sure if I can do it)



I have a Bold 9700




Running Desktop Manager V 5.0.1


When I run DM to do the update it comes up with checkmarked for perferred V6.0

I proceed thru the process and let it start its thing

It gets to the point where it shuts down the BB - between.....


*Read device sytem configuration*  and  *Load JVM and system software*


At this point a message comes up - * A fatal error has occured while updating your devices software.  Please try again. *


I have tried numerous times.


I am with the Rogers Carrier in Eastern Canada and have the Phone and have a Data/Internet plan.


Any ideas on what to try to get this BBM working...........its the main reason I bought the phone to stay in touch with my children across the country and to be able to see my grand children as they were growing.


Thanks for any assistance.


Super Contributor
Posts: 414
Registered: ‎11-19-2010
My Device: BlackBerry 9810, 9860, 9900, 9800, 9780 and 4xBB other models
My Carrier: BESx2/BISx3

Re: Couple of Problems with 9700

You need reload OS to your device 



Do not forget to backup your device if possible, but with restore be careful, restore only needed information AddBook SMS Messages, but for no any case Options or etc...


1. BBSAK (if needed) - BBSAK web page

2. Desktop manager - from here Desktop Manager (choose 5 or 6 version)

3. Operating system (firmware) - for official OS From Rogers


Download all what you need and install it


Disconnect from internet your PC!!!

here instruction for refresh

1. Download OS to PC
2. run OS file to install OS on PC.
3. Connect BB to PC.

4. Open DM and backup device.

5. Close DM.
6. On PC, navigate to
•64-bit: Computer/C:/Program Files (x86)/Common Files/Research In Motion/AppLoader and delete file therein called Vendor.
•32-bit: Computer/C:/Program Files/Common Files/Research In Motion/AppLoader and delete file therein called Vendor.
In same Folder where you deleted Vendor, double-click on Loader to initiate OS upgrade. Follow onscreen instructions.


one else

Before start update - switch off your internet

1.Download and install BBSAK
2.Connect your device to PC (do not run BM)
3.in BBSAK program click on "Factory Reset" and "Wipe device" it will be fully wiped, device will be restarted and there are will be white screen with "Error 507"
4.click on BBSAK program "Load OS" and choose OS which you download and install to your PC (also delete vendor file )

click OK and wait, it maybe up to 45-60 min.

must work.
just connect to your PC by USB - then do:


1. run BBSAK - if you have password on your BB write it to dialog screen from BB - if no, just click OK, then click on button LOAD OS and follow instruction


other way:

remove battery go to Program Files/Common Files/Research In Motion/Apploader  and run loader.exe, follow instruction. sometime after finish first step of update device is no response for loooooond time, do this: disconnect device, place back battery wait while it start and connect to USB - it must continue work


sometime, when battery fully drain - you must connect and charge battery about 30-60 min then when device is switch on, do all steps.



Disconnect from internet your PC!!!


next step

run command prompt - Start->Run and type cmd and click to Enter button

in command prompt (black windows will be opened) type

cd "C:\Program Files\Common Files\Research In Motion\Apploader" exactly as i write and click Enter


the current folder in command prompt will be shown

 C:\Program Files\Common Files\Research In Motion\Apploader>


connect your device to PC - it must start charging


type here loader /NOJVM

 will be open windows - click Next, will be shown Connection and here writed your device PIN (automatically!!! not by you)


so follow instruction and click everywhere  NEXT - must be successfully done 


Be sure to click Likes! for those who have helped you.

If your query is resolved then please click on “Accept as Solution”.

New Contributor
Posts: 3
Registered: ‎12-06-2008
My Device: Not Specified

Re: Couple of Problems with 9700


Thanks for such a quick reply to my situation........ it was much appreciated !!!!