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04-27-2013 12:55 PM
I have a brand new (opened from the box 2 days ago) BlackBerry Bold 9900. I am not exactly sure what is going on with it, but i cannot get it to do anything. The device is totally frozen and the screen is completely non-responsive. It doesn't matter what buttons I push or not, the device won't do anything at all. Thus, I can't even get it to "wake up" enough for me to unlock the screen. I have removed the battery a few times to get it to re-start and I still can't get the device to do anything at all. This is obviously incredibly frustrating, so I'm hoping that there is some kind if fix for this. Thanks!
04-27-2013 01:29 PM
Welcome to BlackBerry Support Forums
Sorry to hear about your bad experience with your new Bold 9900 .
But can you confirm if you recently installed any application on your bold or installed a new theme or wallpaper ? If you have then please try to boot your device on safe mode :
KB17877 : How to start a BlackBerry smartphone in Safe Mode
On Safe Mode delete any recently installed app from Options > Device > Application Management > On that list delete and application which you think might be responsible . Perform another reboot after deleting .
So please try to remember if you made any changes before this problem appeared , which you can undo or delete on safe mode .
04-27-2013 01:43 PM
Thank you for your reply. I have not installed anything yet on my new device. I did try to start the device in Safe Mode. It brought me up to the point where I needed to enter my device password. However, I couldn't type anything at all as every key I pressed didn't actually do anything, and then the screen went all black and now I still can't get it to wake up. I'm not very technical, but it seems like the keys on my phone don't actually do anything as no matter which keys are pressed, the don't affect anything on the screen. Does that make sense?
04-27-2013 02:24 PM
There are few methods to try regarding your issue , If your device is not allowing to type a few words even on Safe Mode then I would suggest contact your Carrier AT&T as it is just a day old device , it might be an hardware problem or a software problem,you can always try the software section but not the hardware .
So please contact your Carrier and if they were unable to fix or suggest anything fruitful then ask for a replacement .