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

New Member
Posts: 1
Registered: ‎07-21-2012
My Device: Torch 9810
My Carrier: Orange

Torch 9810 backup problems

Hi all,

My BB Torch told me that a software update was available - so I selected the update. My screen now says it is Backing Up Your Data - but it has been stuck on 10% for over 24 hrs now.

I have tried removing the battery and switching phone back on again ..... but it just goes right back to the backup and I cant do anything else with the phone.

I've tried connecting the phone to the PC Desktop software, but it just says "connecting" and then does nothing more.





Hall of Famer III
Posts: 59,058
Registered: ‎11-28-2008
My Device: DTEK50 (AAI82), PRIV (AAI795), Z10/Z30/Q10 (, Playbook (
My Carrier: TMobile USA

Re: Torch 9810 backup problems

Hi and Welcome to the Community!


This is one of the many reasons why I always recommend AGAINST any OTA updates. Nevertheless...


(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.

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: 3
Registered: ‎01-03-2012
My Device: blackberry torch 9810
My Carrier: tbayltel/rogers

Re: Torch 9810 backup problems

ty  the battery pull worked, its been months since i been trying to back it up and update to 7.1 . it took a few tries  but i got it whoohoo:Smiley Happy i did have it  backed up on blakcberry protect  so i just  got all my info back  from there. i may have to reload some apps  but hey thats alright by me:0 ty