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: 2
Registered: ‎09-20-2013
My Device: bb bold 9900
My Carrier: Orange

Problem with the tactile screen BOLD 9900

[ Edited ]

I have a problem with the sreen of my 9900.... 

In fact I cannot use it it is blocked, I changed the sensibility in the panel option but is is always blocked. 

What it is strange for me is that it's till working for weather chanel I can scroll with the touch on the screen and with the trackpad but when I want to scroll for email, sms, contact and so on it is impossible. 

I did a complete reset (hard reset) of the phone but it's still not working. 

This situation can stay 2 weeks then the sreen answers normally to my finger and work during several days but then without understand anything blocked again. I remove all the applications not necessary to work with and since 2 months I am working only with basics fonctions (phone, sms, mail) but I still have problem !!!! Is there anybody on this community to help me please because I am fed up with that and looking to change for a new brand of phone....

Hall of Famer III
Posts: 58,413
Registered: ‎11-28-2008
My Device: DTEK50 (AAI82), PRIV (AAI795), Z10/Z30/Q10 (10.3.2.2813), Playbook (2.1.0.1917)
My Carrier: TMobile USA

Re: Problem with the tactile screen BOLD 9900

Hi and Welcome to the Community!

 

From what you describe, the issue could be many different things, including hardware failure, for which of course no amount of OS/software level fixes will be of any use. Further, it's quite impossible to actually diagnose a hardware problem at an internet-distance, so I will assume that by asking you wish to keep trying and see if you can find a solution, or at least rule everything else out and then know that it's likely a hardware problem.

 

From what you describe, I'm not quite certain that you've exactly followed what I'm going to recommend. Hence...

 



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, see what happens.

If the behavior ceases, then 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.



But if the behavior continues in Safe Mode, then you may need to consider more drastic actions -- WIPE, OS Reload, BBSAK Wipe/Reload, and the "Bare Bones" OS Reload Process. To prepare, you should be sure that you have a full backup to your PC...please review the Backup link in my auto-sig on this post for instructions.


 

 

For OS reload actions, the simplest way is to, on a PC (you cannot do this on MAC):

1) Make sure you have a current and complete backup of your BB...you can find complete instructions via the link in my auto-sig below.

2) Uninstall, from your PC, any BB OS packages

3) Make sure you have the BB Desktop Software already installed

4) Download and install, to your PC, the BB OS package you desire:

  • http://us.blackberry.com/support/downloads/download_sites.jsp
  • It is sorted first by carrier -- so if all you want are the OS levels your carrier supports, your search will be quick. However, some carriers are much slower than others to release updates. To truly seek out the most up-to-date OS package for your BB, you must dig through and find all carriers that support your specific model BB, and then compare the OS levels that they support.

5) 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

6a) For changing your installed BB OS level (upgrade or downgrade), you can launch the Desktop Software and connect your BB...the software should offer you the OS package you installed to your PC.

6b) Or, for reloading your currently installed BB OS level as well as for changing it, bypass the Desktop Software and use LOADER.EXE directly, by proceeding to step 2 in this process:

If, during the processes of 6a or 6b, your BB presents a "507" error, simply unplug the USB cord from the BB and re-insert it...don't do anything else...this should allow the install to continue.



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



You may also want to try the "Bare Bones OS Reload Procedure" to attempt to narrow down the precise causal item:

  1. Load your OS "bare bones"...if anything is optional, do not install it.
  2. If the behavior presents immediately, then try a different OS with step 1
  3. If the behavior does not immediately present, then run for as long as it takes for you to be sure that the behavior will not present.
  4. Add one thing -- no matter how tempting, just one.
  5. If the behavior does not present immediately, then again run for long enough to be sure it will not have the same problem
  6. Repeat steps 4 and 5 until all things are loaded or the behavior presents

When the behavior presents, you know the culprit...the last thing you loaded.

If the behavior does not re-present, then you know that either step 1 or 2 cured it.

If the behavior presents no matter what, then you likely have a hardware level issue for which no amount of OS or software can cure.



You may also need the use of these tricks:



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.

...................................................... ......................................................
New Contributor
Posts: 2
Registered: ‎09-20-2013
My Device: bb bold 9900
My Carrier: Orange

Re: Problem with the tactile screen BOLD 9900

Hi sdgardne, 

 

first of all thank you for the time you spent to write and explain me every steps to do, when I describe my problem I was not sure to receive an answer and your was more than I expected to have so thank you to you. 

Then to let you know about the solution, I will say that I have a bad new, I follow all the steps that you describe and I still have the same behaviour so as you were afraid of it seems to be a hardware failure.... I am very sad for this because this BB is only 1.5 year old and for this amount of money normally I expected a longer life time but that's life, for me BB lost a lot of credit from my side and what it is worse is that I cannot contact any customer service in order to explain or see what they can propose to me. I will visit a BB expert center located near me to valid the status of my phone but once angain thank you for your support and help. 

 

Have a nice day 

 

Highlighted
Hall of Famer III
Posts: 58,413
Registered: ‎11-28-2008
My Device: DTEK50 (AAI82), PRIV (AAI795), Z10/Z30/Q10 (10.3.2.2813), Playbook (2.1.0.1917)
My Carrier: TMobile USA

Re: Problem with the tactile screen BOLD 9900

You are very welcome. As you proceed, please see this "sticky" post, along with the threads to which it links, for helpful information to guide you:

Hopefully, this information will be of use to you.

Cheers, and 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.

...................................................... ......................................................