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Contributor
Posts: 13
Registered: ‎04-05-2013
My Device: Torch 9800
My Carrier: T-Mobile
Accepted Solution

Phone won't boot up

I downloaded a couple of apps from Blackberry World on my phone night before last. One was Battery Booster. When I tried to open it I got an error message saying something about Java, and after unsuccessful tries to open it, I deleted it. The other one was AP Reader. I just tried to open it for the first time this morning. When I clicked on it, the phone started rebooting. It was taking an unusually long time to reboot, so I set it down and came back to it a while later. When I picked it up, it seemed to be turned off. I tried turning it back on, but nothing happened. So I took the battery out and put it back in. The light came on, stayed on for a minute or two, but instead of booting up, the phone turned off again. I tried removing the SIM card as well as the battery and then replacing both, but got the same results. I can't even reset the phone to default settings because I cannot get it to boot up. Help! What can I do? 

Hall of Famer III
Posts: 57,554
Registered: ‎11-28-2008
My Device: PRIV (6.0.1/AAG111), Z10/Z30/Q10 (10.3.2.2813), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Phone won't boot up

Hi and Welcome to the Community!

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.

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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Contributor
Posts: 13
Registered: ‎04-05-2013
My Device: Torch 9800
My Carrier: T-Mobile

Re: Phone won't boot up

Which key is considered the escape key? The back arrow? 

 

I plugged in the phone to see if the battery were the problem, and it stopped turning off, so then I thought it was merely a matter of a dead battery after all. But now what it does is boot up, then immediately start rebooting as soon as it's through, in an endless cycle. I can't turn it off at all. I finally took the battery out till I can figure out what to do next, so as not to ruin the battery. 

Hall of Famer III
Posts: 57,554
Registered: ‎11-28-2008
My Device: PRIV (6.0.1/AAG111), Z10/Z30/Q10 (10.3.2.2813), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Phone won't boot up


Bluerosequeen wrote:

Which key is considered the escape key? The back arrow? 


Yes.

 

 



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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Contributor
Posts: 13
Registered: ‎04-05-2013
My Device: Torch 9800
My Carrier: T-Mobile

Re: Phone won't boot up

I failed to click on the link you included the first time to the instructions. I looked at it just now, and what I didn't do is h old the button down all the way till the loading bar was at the end. I will try that and see if that works. I held it down and it kept going so I thought it was not working. Will try again. 

Contributor
Posts: 13
Registered: ‎04-05-2013
My Device: Torch 9800
My Carrier: T-Mobile

Re: Phone won't boot up

It did not work. I tried both ways suggested for the different operating systems several times each. It just keeps rebooting. 

Hall of Famer III
Posts: 57,554
Registered: ‎11-28-2008
My Device: PRIV (6.0.1/AAG111), Z10/Z30/Q10 (10.3.2.2813), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Phone won't boot up

Sometimes it takes trying variations...if you only tried twice, you likely didn't try enough variations. I recall one device where I had to wait for the touch screen to become active, hold the ESC key for about 50% of the loading bar, release, then hold again from about 80% to about 90%. An odd sequence, but it worked for me.

 

If you don't want to keep trying, then your only remedies will be more drastic...hopefully you already have a good backup, as it'll be unlikely that you'll be able to get one now.

 

 

You may also want to investigate the use of BBSAK (bbsak.org) to perform the wipe it is capable of.


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.

...................................................... ......................................................
Contributor
Posts: 13
Registered: ‎04-05-2013
My Device: Torch 9800
My Carrier: T-Mobile

Re: Phone won't boot up

After trying numerous times, I decided to do a Google search to see if I could find a different solution, and I found an old post to the Blackberry forums where someone had the same problem and I found instructions similar to what you sent. I had not received your message yet. I did update the software and that did "cure" the problem. I think I may have downloaded the wrong version of the software, though, as it is only giving the option to set up an Enterprise email account rather than personal accounts. I also am having trouble with accessing Internet but I think I can get additional help with that from the service provider. 

 

Lost all my contacts and apps, because I had not backed up the phone in a long time. But at least the phone is working now and  will start backing up regularly. 

 

Thanks for your help!

Hall of Famer III
Posts: 57,554
Registered: ‎11-28-2008
My Device: PRIV (6.0.1/AAG111), Z10/Z30/Q10 (10.3.2.2813), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Phone won't boot up


Bluerosequeen wrote:

I think I may have downloaded the wrong version of the software, though, as it is only giving the option to set up an Enterprise email account rather than personal accounts. I also am having trouble with accessing Internet but I think I can get additional help with that from the service provider. 


Those issues are normally cured by doing the following steps, in order, even if they seem redundant to what you have already tried (steps 1 and 2 each should result in a message coming to your BB...please wait for that before proceeding to the next step):

1) Register HRT

  • KB00510 How to register a BlackBerry smartphone with the wireless network
  • Please wait for one "registration" message to arrive to your Messages app

2) Delete and Resend Service Books

  • KB05000Delete the service book for the BlackBerry Internet Service email account from the BlackBerry smartphone
  • If you have no CMIME entry, then skip the deletion
  • KB02830 Send the service books for the BlackBerry Internet Service
  • Please wait for "Activation" Messages, one per already configured email account, to arrive in your Messages. If you have no already configured email accounts, please wait 1 hour.

3) Batt Pull Reboot

  • With power ON, remove the back cover and pull out the battery. Wait about a minute then replace the battery and cover. Power up and wait patiently through the long reboot -- ~5 minutes. See if things have returned to good operation. Like all computing devices, BB's suffer from memory leaks and such...with a hard reboot being the best cure.

Hopefully that will get things going again for you! If not, then you should contact your mobile service provider for formal support.

Good luck!



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.

...................................................... ......................................................
Highlighted
Contributor
Posts: 13
Registered: ‎04-05-2013
My Device: Torch 9800
My Carrier: T-Mobile

Re: Phone won't boot up

Thanks! I'll try those steps. I actually looked under Service Books and it has no entries. So I figured that might be part of the problem. I will try to follow the steps you have listed and see if that works.