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Contributor
Posts: 48
Registered: ‎04-01-2008
My Device: Bold 9700
My Carrier: AT&T
Accepted Solution

HELP! OS upgrade stuck on step 11 of 12

[ Edited ]

HELP!

 

Desktop Manage has been telling me that an OS upgrade is available for days now.

I had time today, so I said YES.

 

For some reason, step 11 "wait for device initialization" is hung.

I really need step 12 "Restore device data" to complete so my customized stuff is restored.

 

Any ideas?

 

P.S. I tweeted to BlackBerryHelp over an hour ago, got one reply minutes later.  I answered (5 times since) and have not seen any response.  Maybe the person monitoring the ID went home?   Anyway, this is prob a better forum for this anyway...

____
John
Posts: 96,064
Likes: 24,621
Solutions: 6,420
Registered: ‎04-01-2008
My Device: Passport • Z30 • Z10 • Torch9850 • Playbook
My Carrier: Verizon

Re: HELP! OS upgrade stuck on step 11 of 12

Hey John.

 

Give it at least an hour to an hour and half before cancelling or unplugging from the USB.

 

Before you do, SEARCH your entire PC (most likely in the My Documents folder) to confirm the IPD file backup was made and is still there. I'd even COPY that IPD file to a different folder on your PC.

 

Patience.



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Contributor
Posts: 48
Registered: ‎04-01-2008
My Device: Bold 9700
My Carrier: AT&T

Re: HELP! OS upgrade stuck on step 11 of 12

[ Edited ]

Thanks for the follow-up!

 

I forgot to mention before that it was 4+ hours in step 11 when I posted.

It's now 5.5 hrs.

 

Yes, I have an IPD from minutes before and during.

I even used the Device Switch Wizard before the process, and saved the ALX+CODs.

 

So what do you suggest?

Cancel the update on the PC and apply the IPD?

Is it that simple?

 

____
John
Posts: 96,064
Likes: 24,621
Solutions: 6,420
Registered: ‎04-01-2008
My Device: Passport • Z30 • Z10 • Torch9850 • Playbook
My Carrier: Verizon

Re: HELP! OS upgrade stuck on step 11 of 12

Sorry, I'm just now reading your follow-up.

 

So, good you should have the back up AND the third party apps backup.

Cancel the update. If the device does not reboot on it's own, remove the battery and allow it time to reboot. Should it not reboot on it's own, you'll need to manually install the OS again.

 

If you need help with that, please say so.



1. If any post helps you please click the Like Button below the post(s) that helped you.
2. Please resolve your thread by marking the post "Solution?" which solved it for you!
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Contributor
Posts: 48
Registered: ‎04-01-2008
My Device: Bold 9700
My Carrier: AT&T

Re: HELP! OS upgrade stuck on step 11 of 12

[ Edited ]

No problem, I left it all night and it was still "waiting" this morning (it was actually nice to be unwired for a bit).

 

I suspected it was the PC and since it didn't cancel, I'm pretty sure I was right.

 

I rebooted, and was all ready to restore the IPD created before the upgrade and my third party apps  when another weird thing happened:  as soon as I reconnected my BB to the PC, DM went grey (says Working in the title bar and all options are greyed out, not selectable).  The BB screen is black with two white icons (PC and BB, as it always does when connected to DM) but no arrows in between indicating directionality).  The BB and PC look dormant.  I suspected maybe DM was resuming from last night, but no messages or icons indicating that.

 

Now what?

____
John
Retired
Posts: 2,795
Registered: ‎05-10-2010
My Device: BlackBerry Z10 smartphone

Re: HELP! OS upgrade stuck on step 11 of 12

Hi o1sowise,

 

Try doing a clean reinstall of the BlackBerry Device Software following the instructions in this KB article. http://bbry.lv/bpv7DT

 

 


-FS


 


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Contributor
Posts: 48
Registered: ‎04-01-2008
My Device: Bold 9700
My Carrier: AT&T

Re: HELP! OS upgrade stuck on step 11 of 12


FrankieS wrote:

 

Try doing a clean reinstall of the BlackBerry Device Software following the instructions in this KB article. http://bbry.lv/bpv7DT  

 


 

Thanks for the pointer, but the first two steps in that article are:

1) Connect the BlackBerry smartphone to the computer and open the BlackBerry Desktop Manager.

2) Click Application Loader.

I cannot select anything in DM, everytime I connect the BB, DM goes grey.

 

Any idea how I can tell what it's doing?

____
John
Contributor
Posts: 48
Registered: ‎04-01-2008
My Device: Bold 9700
My Carrier: AT&T

Re: HELP! OS upgrade stuck on step 11 of 12

[ Edited ]

 BlackBerryHelp via Twitter suggests:

Try this article to reload your device software when the BlackBerry is not being detected by the Desktop Manager. http://bbry.lv/dl7hmf ^CS
May The Force be with Me!
____
John
Contributor
Posts: 48
Registered: ‎04-01-2008
My Device: Bold 9700
My Carrier: AT&T

Re: HELP! OS upgrade stuck on step 11 of 12

[ Edited ]

SUCCESS!!!

 

The key was to pull the battery, then connect the BB (with no battery).

 

Thank you BlackBerryHelp!

____
John
New Contributor
Posts: 4
Registered: ‎11-04-2010
My Device: Bold 9700
My Carrier: ATT

Re: HELP! OS upgrade stuck on step 11 of 12

[ Edited ]