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New Member
Posts: 1
Registered: ‎01-22-2013
My Device: Torch 9810, OS
My Carrier: At & T

Morningstar mobile app on Torch 9810

After over a month of callikng Morningstar.com, they finally admit that they will NOT be attempting to fix their mobile app for the Torch 9810.  They claim it's an OS 7 problem with RIM.


HELP!  I'm a stockbroker, and rely heavily on that mobile app to track my clients' positions.

Problems:  Can get market quote.  Cannot log on.  Get a "connection failed" message.  If I can log on (rarely) I get one stock quote, then it freezes.  Portfolios's columns do not line up with ticker symbols.


I have deleted, reinstalled, and rebooted 4 separate times, so please don't suggest that.  Can anyone at RIM help, please? 


Don't make me get an iPhone!

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

Re: Morningstar mobile app on Torch 9810

Hi and Welcome to the Community!


First off -- to set your expectation re your question for help from RIM. This site has nothing to do with any formal support from, escalation to, nor communication with RIM for any purpose whatsoever. This site is a user-to-user community of volunteers who try and help each other out as best they can. So, the answer to that question is no -- not by virtue of posting here.


The responsibility for apps rests with the app developers...it is fascinating that Morningstar has chosen to blame OS7...sorry, but I sense an "excuse" rather than any rational reasons in that. There are tons of apps that have all been ported to OS7 just fine...


In any event, for your situation, your only option would I guess to be to fall back to an OS level that the app indeed is compatible. Before you pursue that, though, get Morningstar to tell you the EXACT OS levels (4 octets) that you need in order to ensure proper compatibility with their app. Then, you can seek those out and install them to your BB via this process:


Before you start, you may want to be sure you have a solid backup from which to restore (just in case)...refer to this:


Also, if you are on BES, you will need to work with your BES admins for everything...they may or may not allow certain OS levels, and you need to ensure that your BB re-activates properly to BES.


Atthetopofeachdeviceforum, thereshouldbesome "sticky" threadsthatdiscusstheOSlevelsavailableformanymodels. Iftheyincludeyourmodel, thenpleaseusethoseasreferenceasyouproceed. Otherwise, youwillhavetodigthroughtheofficialdownloadportalforOSpackagesforyourmodel:

From a PC, you can install any compatible (e.g., for your exact BB Model Number) OS package to a BB via this procedure:

Note that while written for "reload" and the Storm, it can be used to upgrade, downgrade, or reload any BB device model -- it all depends on the OS package you download and install to your PC. If that OS package is from a carrier other than the carrier for which your BB was originally manufactured, then delete, on your PC, all copies of VENDOR.XML...there will be at least one, and perhaps 2, and they will be located in or similarly to (it changes based on your Windows version) these folders:

  • C:\Program Files (x86)\Common Files\Research In Motion\AppLoader
  • C:\Users\(your Windows UserName)\AppData\Roaming\Research In Motion\BlackBerry\Loader XML

Be sure that you remove, from your PC, any other BB device OS packages as having more than one installed to the PC can cause conflicts with this procedure.

If you are on MAC, you are limited to only your carriers sanctioned OS packages...but can still use any levels that they currently sanction. See this procedure:

  • KB19915How to perform a clean reload of BlackBerry smartphone application software 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.

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