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BlackBerry® OS Smartphones

New Contributor
Posts: 2
Registered: ‎12-17-2012
My Device: Blackberry Bold 9790
My Carrier: BW Orange

Software Update failure

I was updating My Blackberry Bold 9790 software from its Blackberry 7 OS to 7.1, no once the update started it notified me that I wont be able to use the phone for two hours. It started backing up my data first, it however stopped backing up data when the power in the phone went out, and didn't continue upon me putting it on charge and has been stopped the process altogether, it has been at 10% of backing up process for two days straight. Any help is greatly appreciated.

Elite II
Posts: 7,974
Registered: ‎06-01-2012
My Device: Curve
My Carrier: BSNL

Re: Software Update failure

Hi Hlompho


Welcome to BlackBerry Support Forums



Sorry for  the problem you are having, Please try those steps to  recover your device. 


Credit : JSanders


There are two methods of recovery for you to try:


  • Open Blackberry Desktop Software & Connect your device with PC using USB cable, without inserting battery.
  • You will get three option Retry, Update Or Cancel, then click on update.
  • Once it is to the stage of the update "initializing handheld", then insert battery.
  • If this does not work, and you remain stuck on the backing up the Social Feeds database, go to the second method below.


  • Start your BlackBerry in Safe mode.  Article ID: KB17877 How to start a BlackBerry smartphone in Safe Modehttp://www.blackberry.com/btsc/KB17877
  • Connect to the BlackBerry Desktop Software and allow your handheld to connect. If you are prompted to upgrade, cancel the upgrade for later.
  • IF you cannot connect or your Desktop Software does not recognize your device while in Safe Mode, please follow the directions here to force the detect:  
  • Article ID: KB10144 How to force the detection of the BlackBerry smartphone using Application Loader
  • Go to Device > delete > SELECT DATA > select to delete both the Social Feeds and Smart Card databases, and follow the remaining prompts to complete it. 
  • Now, you can return and click to upgrade the device through the Desktop Manager, or reboot the BlackBerry in normal mode and continue the over the air upgrade.


So please try it and let us know of your progress.






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New Contributor
Posts: 2
Registered: ‎12-17-2012
My Device: Blackberry Bold 9790
My Carrier: BW Orange

Re: Software Update failure

i started the by using the first step, followed it as directed, and once I clicked on update, and it started downloading the update, and then some modules, but it stop, an error occured and it did not go further than that. I proceeded to iindert my battery in the phone, were it notified me that there waas an error in completing software update and rolled back the whole process, to before the update installation.

That is were I am, will try to properly install the software update at a later time