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BlackBerry® OS Smartphones

New Contributor
Posts: 3
Registered: ‎05-10-2013
My Device: 9790
My Carrier: Giffgaff

Phone Freezing



I've only had this phone for a few days but after a couple of hours the buttons don't work or the touchscreen. The only button that works is the BB button (I can scroll once the app switcher is up). I have to do a battery pull to get it working. I have no apps installed that are running and it was factory reset three days ago.


Software is up to date. I bought the phone off ebay and it is apparently 6 months old and in good condition


Any ideas?




Posts: 2,283
Registered: ‎09-09-2010
My Device: BlackBerry Z10 Smartphone

Re: Phone Freezing

Hey hypemachine,

Welcome to the BlackBerry® Support Community Forums.


I would suggest backing up and doing a clean reload of the BlackBerry® device software as shown here: http://btsc.webapps.blackberry.com/btsc/KB11320. Please test before restoring any data to the device.

If this resolves the issue do a selective restore of essential data (Address Book, Calendar, Task, Memos, BBM contacts etc.)
How to use BlackBerry® Desktop Software to restore data to a BlackBerry® smartphone from a backup file

If the issue still persists after the reload, further investigation might be required. To help further diagnose the cause, contact your wireless service provider or BlackBerry® Technical Support Services for further review and support.

Thank you.



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