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New Member
Posts: 2
Registered: ‎03-17-2013
My Device: Blackberry Bold 9900
My Carrier: Virgin

HELP BLACKBERRY BOLD 9900 COMPLETELY UNRESPONSIVE

HELP

This has been going on for over 24 hours.

I reboot my phone and sometimes it just stops. The screen is completely frozen and none of the buttons are lit up except the trackpad. So i keep rebooting it.

Other times, I get to where i need to enter my pin but then everything just stops and again, none of the buttons are lit up except the trackpad.

The whole screen just freezes, no clock or anything.

WHAT IS WRONG WITH MY PHONE Woman Sad 

Hall of Famer III
Posts: 57,542
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: HELP BLACKBERRY BOLD 9900 COMPLETELY UNRESPONSIVE

Hi and Welcome to the Community!

What you describe could be caused by moisture damage...if there is any chance of that then:


REMOVE YOUR BB BATTERY NOW!!!

Run, don't walk, to this FAQ:

Do everything it says, including waiting the maximum recommended time. Applying power to your BB between it getting wet and doing this process reduces the chances of success. Further, the only thing predictable about moisture intrusion into a BB (indeed, any electronic device) is that the results will be unpredictable. I've seen some come back up right away and be fine. I've seen others never work at all. I've seen still others run for a bit, and then die later. And every thing in between.


 

Otherwise, 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 (e.g., WIPE, Clean OS Reload, BBSAK/JLCMDR wipe/reload, etc.)


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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New Member
Posts: 2
Registered: ‎03-17-2013
My Device: Blackberry Bold 9900
My Carrier: Virgin

Re: HELP BLACKBERRY BOLD 9900 COMPLETELY UNRESPONSIVE

It's definitely not water damage Safe mode won't work either! And the least thing I did was take a video and I begun playing it back and 5 seconds in, everything froze just completely stopped and only the trackpad was lit I think Every time I reboot it after a few seconds it just stops dead Smiley Sad
Hall of Famer III
Posts: 57,542
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: HELP BLACKBERRY BOLD 9900 COMPLETELY UNRESPONSIVE

How many times/variations have you tried to get into Safe Mode? It can be very tricky on different devices.

If you truly cannot get into Safe mode, then hopefully you already have a good backup...for most of the recovery methods will preclude the ability to get one...

Good luck!


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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