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New Member
Posts: 1
Registered: ‎07-17-2013
My Device: Torch 9810
My Carrier: At&t

Touch screen not working properly

My touch screen is not working properly( doesnt always rotate, some spots seem dead and other parts respond to different areas)and my phone is slower than it used to be and freezes sometimes. I have rebooted it many times. It has the stock platform bundle 1997. There has never been an update available via phone or desktop software. I tried to do a clean reinstal but there is no option to "view other versions" it simply says no updates available and asks if i want to continue to recieve emails whan new versions are available. Im at a loss since blackberry has seen fit to not give you a phone number to call( or at least not that I can find. Thanks for any help/advice.

Hall of Famer III
Posts: 59,093
Registered: ‎11-28-2008
My Device: DTEK50 (AAI82), PRIV (AAI795), Z10/Z30/Q10 (, Playbook (
My Carrier: TMobile USA

Re: Touch screen not working properly

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, 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.


The simplest way is to, on a PC (you cannot do this on MAC):

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

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

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

4) 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

5) Launch the Desktop Software and connect your BB...the software should offer you the OS package you installed to your PC. If, during the process, 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.

Don't forget to backup.

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

mrleprichaun wrote:

Im at a loss since blackberry has seen fit to not give you a phone number to call( or at least not that I can find. 

Let's see if we can characterize that a little more accurately, shall we?


As per the contract you entered into when you purchased your device and/or subscribed to your services, coupled with the contracts that exist between BlackBerry and other entities (the carriers, authorized service centers, the authorized resale channels, etc.), BlackBerry cannot provide any front-line formal support for any end users. Rather, as per those contracts, front line end user support starts with the carriers, service centers, and resellers -- it varies by region and issue, but your original documentation would have spelled out exactly the formal support channels available to you (and, btw, to which you agreed by entering into the contract). There are plenty of other threads that debate the relative merits (or, demerits, as the case may be) of this support model...but those debates are purely academic, for the contractually required support model is what it is, and all parties (including the end users) have agreed to it.


So, rather than what BlackBerry "has seen fit to" provide or not provide, perhaps the better characterization is that you have yet to exercise the formal support channel(s) to which you contractually agreed when you made your purchase/signed up for BB services.

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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