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New Contributor
Posts: 4
Registered: ‎04-27-2012
My Device: 8830
My Carrier: Verizon

Unintentional Disconnect During Software Update: Now What!?!

Greetings!

 

I am sorry to say that my Blackberry 8830 may now be a paperweight from trying to update the software, and I need your collective help.  Here is what happened:

 

1) Yes, I backed everything up by using Blackberry Desktop Manager.

2) I started the software update process and made sure to include another back-up of everything.

3) Soon after the process started, it hung up for 30 minutes, and since the BlackBerry screen was stuck on "Connecting to Desktop", I jiggled the USB connection a little bit to see if that would help.  I have had intemittent problems in the past probably because the phone is old, and I don't always get a reliable connection (when recharging or tethering).  

4) That worked, and the "Blackberry Device Manager Properties" window showed that the Blackberry 8830 was connected AND the "Updating Device Software" window showed progress as the "Back up" was completed.

5) The next step was "Erasing Applications" as part of the Install process, and that is where the process has been frozen for tha last hour and 15 minutes.  I fear that the connection failed again, and so the 8830 was inadvertantly disconnected during the update.

6) Now, no amount of jiggling will show that I am connected even though the PC knew that the Blackberry was connected ("Driver Software Installation" recognizes a Blackberry smartphone)

7) I have a dark screen, phone off, and the dreaded 2 x red flashing light every 3 seconds that another forum poster mentioned. 

8) I cannot turn my phone on. It is not recognized as a connected device. Obviously the "Erasing Applications" remains frozen at 40%.

 

I am stuck, and I need help in knowing what to do!!

 

PLEEEAAASSSE advise!

Elite II
Posts: 8,978
Registered: ‎01-05-2009
My Device: BlackBerry Z30
My Carrier: Rogers

Re: Unintentional Disconnect During Software Update: Now What!?!

Step 1:  Unplug your phone from your PC.

Step 2:  Go out and get a USB cord that will connect solidly to your phone.

Step 3:  Plug your phone back in, fire up BlackBerry Desktop Software and try to reconnect your phone to it.  If it's not getting recognized, have a look at this:

 

http://www.blackberry.com/btsc/KB10144

 

The point is, you're going to have to unplug it one way or another.  Leaving it plugged in (despite deing told by the software that you must do that) is going to get you nowhere.

 

 

I hope that helps you.  Please keep us up to date by posting back in this thread.  Smiley Happy


- If my response has helped you, please click "Options" beside my post and mark it as solved. Clicking the "thumbs up" icon near the bottom of my response would also be appreciated.



Highlighted
New Contributor
Posts: 4
Registered: ‎04-27-2012
My Device: 8830
My Carrier: Verizon

Re: Unintentional Disconnect During Software Update: Now What!?!

Quick update that even though the Verizon personnel -- face to face in the store and Tier Two technical support -- said that my phone had turned into a brick and needed a new one with a new contract, I finally got the Blackberry Desktop Software to recognize the phone.  From there, the update picked up from where it left off and finished within an hour.

 

Yes, I had to disconnect the phone from the PC to take it in to the Verizon store (they were quite worthless and again just wanted to get me to sign up a new contract and a new phone).  It wasn't working anyway, so there was nothing to lose. 

 

Since I had backed up my phone prior to the update, I restored my information and the phone was at least 80% back to normal.

 

The bottom line?  The 2 x flashing light signal is not the death knell I thought it was, and there is still hope for the phone.  No secrets, just perseverance allowed me to get the phone working again!   I still think that the 5-pin mini USB connection is loose on the phone, and before I was able to restore the phone, I did order a new 8830 off of Amazon -- it was only $35, so I will have a backup.  At least I am up and going again with thanks to the support board for your suggestions!  Thank you!