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New Contributor
Posts: 2
Registered: ‎08-06-2013
My Device: Tour 9630
My Carrier: Reliance

Tour Track ball issue after Software Update

i have updatd my Tour 9630 Software from BB site using Desktop manager yesterday but since then i am severally facing track ball issue as it is only working with main screen but when want to use with menu key and shift to other application, same is not moving. Track ball hardware is ok as I have opened screen icon e mail and its moving. Even I am unable to use any other application like option/phonebook etc. Plz help me in fixing this issue. 

Hall of Famer III
Posts: 57,554
Registered: ‎11-28-2008
My Device: PRIV (6.0.1/AAG111), Z10/Z30/Q10 (10.3.2.2813), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Tour Track ball issue after Software Update

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.

 

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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New Contributor
Posts: 2
Registered: ‎08-06-2013
My Device: Tour 9630
My Carrier: Reliance

Re: Tour Track ball issue after Software Update

Thanks for suggestion, But I have downgraded the Software to Previous one v5.0.0.419 ( plateform 4.2.0.179), Since then it has again start working normal, although processor speed is very slow but track ball is working fine which was not earlier with update version.

 

Can u help me to improve processor speed.

 

I am surprised, what could be issue on updated software.

 

 

Hall of Famer III
Posts: 57,554
Registered: ‎11-28-2008
My Device: PRIV (6.0.1/AAG111), Z10/Z30/Q10 (10.3.2.2813), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Tour Track ball issue after Software Update


skwal2011 wrote:

Can u help me to improve processor speed.

 


No. That is hardware, and as such it is what it is and cannot be changed.


skwal2011 wrote:

I am surprised, what could be issue on updated software.


A corrupt version, a failed installation, etc. Rare, but not impossible. I'm also not convinced, based on what you've said, that the OS is actually the root issue. For example, if you have an add-on app that is fully compatible with the older OS, but is less compatible with the newer OS, then that add-on app could actually be your root cause. But, from what you've stated, I cannot tell if such is the case or not...hence, it remains a possibility.

 


 

If you wish to truly diagnose the issue, then, I would recommend 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.

 

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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