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 Member
Posts: 1
Registered: ‎05-16-2012
My Device: 9780 bold
My Carrier: 02


I have a blackberry bold 9780, it turns on, shows that it is locked but I can't use any of the buttons to unlock it, the scroll key doesn't do anything either, I've tried taking the battery out and it just starts up again and the same thing happens.  I have tried the hard reset method and nothing happens.


Anyone know how i can reset it or wipe it completely or anything??



New Contributor
Posts: 2
Registered: ‎12-19-2009
My Device: javelin 8900
My Carrier: Some X


1. connect to pc

2. in win 7 pc.

    a. open command prompt and navigate to C:\Program Files (x86)\Common Files\Research In Motion\AppLoader

    b. type Loader.exe /resettofactory (ie., reset to factory)

3. in xp pc

    a. open command prompt and navigate to C:\Program Files\Common Files\Research In Motion\AppLoader

    b. type Loader.exe /resettofactory (ie., reset to factory)


4. WARNING....

     it will erase your all data and policy.. it's like new device.

5. If this doesn't work.... may be keyboard is faulty....

New Member
Posts: 2
Registered: ‎12-02-2012
My Device: Blackberry Bold 9780
My Carrier: Telenor


Sorry dear, I couldn't get your option b. I didn't find loader.exe/resettofactory. Please explain.
Hall of Famer III
Posts: 59,093
Registered: ‎11-28-2008
My Device: DTEK50 (AAI82), PRIV (AAI795), Z10/Z30/Q10 (, Playbook (
My Carrier: TMobile USA



Actually, before you attempt that highly destructive (to all of your data) process, 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, 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.


If not and you wish to try that process, then you need to first install, to your PC, the RIM Desktop Software:

as well as your presently installed BB OS package:

Both of those installed to your PC will allow you to conduct that process...or, you could follow this KB:

  • KB31291 How to reset a BlackBerry smartphone to factory settings using BlackBerry Desktop Software

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.

...................................................... ......................................................