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BlackBerry® OS Smartphones

Posts: 1
Registered: ‎09-20-2013
My Device: Curve
My Carrier: 447977001730

Device won't unlock

I haven't got my phone wet or dropped it. This morning I had a text message through and after trying to open it (without being able to read it) the phone started to go through things automatically, eg calling one friend constantly, opening the contact list, showing photographs. I have turned it on and off about three times, once for nearly an hour (taking the battery out on all occasions). 

Now the phone is on, but it won't let me unlock it. So the screen is working but it comes up 'device is locked' and when I try to press the blue unlock button nothing happens. Please help!

Hall of Famer III
Posts: 58,158
Registered: ‎11-28-2008
My Device: DTEK50 (AAH108), PRIV (AAH995), Z10/Z30/Q10 (, Playbook (
My Carrier: TMobile USA

Re: Device won't unlock

Hi and Welcome to the Community!


What you describe certainly sounds like it could be caused by moisture intrusion...but since you have ruled that out, we'll not give you those treatment instructions. Of course, do be aware that, if there indeed is any moisture intrusion, then each time you power the device up you substantially increase the potential for permanent damage...


Nevertheless, 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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