Welcome!

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

Reply
New Contributor
Posts: 5
Registered: ‎08-29-2013
My Device: Bold 9790
My Carrier: O2

I tried to update the software on my bold 9790 but the update has just frozen my phone.

Hi i tried to update the software for my 9790 wirelessly and everything was going fine until it told me to install the update so i did, it started off backing up my data but this only lasted about 5 seconds as as soon as it reached 8% it just stopped so i left it for 5/6 hours and when I returned it was the same so i have been none stoppingly been turning it off and on and restarting it but when the phone powers back up it returns to the same screen. I have had this phone for less than a year !!! Can someone tell me what to do please ?

Hall of Famer III
Posts: 58,185
Registered: ‎11-28-2008
My Device: DTEK50 (AAH108), PRIV (AAH995), Z10/Z30/Q10 (10.3.2.2813), Playbook (2.1.0.1917)
My Carrier: TMobile USA

Re: I tried to update the software on my bold 9790 but the update has just frozen my phone.

Hi and Welcome to the Community!

Please tell us the exact method of update you have attempted. On device OTA? Desktop Software USB? Update Website USB? Some other method? The exact method you used is critical to understand so as to provide you with the appropriate recovery steps.

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.

...................................................... ......................................................
New Contributor
Posts: 5
Registered: ‎08-29-2013
My Device: Bold 9790
My Carrier: O2

Re: I tried to update the software on my bold 9790 but the update has just frozen my phone.

Hi cheers for getting back to me

 

I updated on my device through the programe which came with the phone 

Hall of Famer III
Posts: 58,185
Registered: ‎11-28-2008
My Device: DTEK50 (AAH108), PRIV (AAH995), Z10/Z30/Q10 (10.3.2.2813), Playbook (2.1.0.1917)
My Carrier: TMobile USA

Re: I tried to update the software on my bold 9790 but the update has just frozen my phone.

Hmmm...sorry, but that still does not provide me with full understanding. From those words, I can interpret the on-device "Wireless Update" selection. However, I can also interpret the PC BB Desktop Software. So, please do clarify with complete specifics...

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.

...................................................... ......................................................
New Contributor
Posts: 5
Registered: ‎08-29-2013
My Device: Bold 9790
My Carrier: O2

Re: I tried to update the software on my bold 9790 but the update has just frozen my phone.

Sorry yeh i used the wireless option just on the device alone, i didnt plug my phone into any computor/laptop.

Hall of Famer III
Posts: 58,185
Registered: ‎11-28-2008
My Device: DTEK50 (AAH108), PRIV (AAH995), Z10/Z30/Q10 (10.3.2.2813), Playbook (2.1.0.1917)
My Carrier: TMobile USA

Re: I tried to update the software on my bold 9790 but the update has just frozen my phone.

[ Edited ]

Thank you...that is sadly rather unfortunate, and potentially quite risky. The on-device update method takes an on-device backup from which it restores after the update succeeds. But, if the update fails in any catastrophic way, that backup file is lost forever -- along with all of your data. Hence, I never recommend using the OTA update and instead recommend that everyone follow good backup procedures (for which you can find instructions via the Backup link in my auto-sig below) as well as use the Desktop Software method for performing updates to their device.

 

Nevertheless, you may be lucky and this may or may not be a catastrophic OTA update failure...


(Credit JSanders)

There are two methods of recovery for you to try:

Method One:

  • Open the Blackberry Desktop Software & Connect your device to your PC using the OEM USB cable, and without inserting battery.
  • You will get three options: Retry, Update Or Cancel; click on update.
  • Once it is to the stage of "initializing handheld", insert the battery.
  • If this does not work, and you remain stuck on the backing up the Social Feeds database, go to the second method below.

Method Two:

  • Start your BlackBerry in Safe mode. KB17877 How to start a BlackBerry smartphone in Safe Mode
  • Connect to the BlackBerry Desktop Software and allow your handheld to connect. If you are prompted to upgrade, cancel the upgrade for later.
  • IF you cannot connect or your Desktop Software does not recognize your device while in Safe Mode, please follow the directions here to force the detect:  Article ID: KB10144 How to force the detection of the BlackBerry smartphone using Application Loader
  • Go to Device > delete > SELECT DATA > select to delete both the Social Feeds and Smart Card databases, and follow the remaining prompts to complete it. 
  • Now, you can return and click to upgrade the device through the Desktop Manager, or reboot the BlackBerry in normal mode and continue the over the air upgrade.

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.

...................................................... ......................................................
New Contributor
Posts: 5
Registered: ‎08-29-2013
My Device: Bold 9790
My Carrier: O2

Re: I tried to update the software on my bold 9790 but the update has just frozen my phone.

thanks but do i need the blackberry programme for my laptop if so i dont have it as my macs software is to low to let it run on my laptop ?

 

Hall of Famer III
Posts: 58,185
Registered: ‎11-28-2008
My Device: DTEK50 (AAH108), PRIV (AAH995), Z10/Z30/Q10 (10.3.2.2813), Playbook (2.1.0.1917)
My Carrier: TMobile USA

Re: I tried to update the software on my bold 9790 but the update has just frozen my phone.

I know of no computer-based recovery methods that can be used via MAC. All of those I know of use PC. Besides, if your MAC can't install the software, then even if any existed that did work, you can't use them. So you are in a "stuck" situation unless you change the parameters (e.g., gain the use of a PC). I've given you all the recommendations I have based on the situation as you've described it.

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.

...................................................... ......................................................
New Contributor
Posts: 5
Registered: ‎08-29-2013
My Device: Bold 9790
My Carrier: O2

Re: I tried to update the software on my bold 9790 but the update has just frozen my phone.

okay thank you for all your help much appreciated will let you know how it goes