I do hope you already have this resolved, but in case not, RIM provides zero front line support for anything at all. ALL support begins with your mobile service provider, your original place of purchase, or an authorized service center...all who can escalate into RIM if required. But, end users have no free method by which to bypass that contractually-required support path. I suggest you start with your original place of purchase.
Occam's Razor nearly always applies when troubleshooting technology issues!
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