08-15-2014 01:26 PM
Hello Blackberry Support!
So I'm in a pretty bad situation at the moment. It seems as though my mothers Blackberry Torch 9810 is receiving quite a lot of errors. The phone was operational and at occasions, restarts itself (probably because the ram gets clogged up). However, this time the phone was stuck on the loading screen. I decided it was best to see if taking the battery out and in again would work but unfortunately it didn't. So I left it aside for a while incase it isn't frozen and loads up to the home screen but instead of that, Uncaught Exception Errors began popping up with a menu behind it which had a list of stock and third-party applications.
Errors such as Uncaught exception: java.lang.nullpointerexception
Uncaught exception: ApplicationRegistry.getOrWaitFor (0x...) owner died Thread [Thread-...]
We're very reluctant at restoring the whole phone as we dont want any sort of data being deleted, especially photos and videos.
Any help will be greatly appreciated!
08-16-2014 10:37 AM
Hi and Welcome to the Community!!
There's pretty much no diagnosing those -- they are the equivalent of the random errors in Windows for which tracing the root cause is fruitless. Basically, these are the last out in the programming code -- some event occurred for which there is no handler in the code. The fix is a code update that handles the event...but, again, knowing what the event is is pretty much impossible. So, there are a few things to try:
Sometimes, the code simply becomes corrupt and needs to be refreshed -- just like a reboot:
If it won't boot up cleanly, then you may need to try Safe Mode:
There might be an updated code set from the carrier -- check them via this portal:
The toughest possible cause is a badly behaving app. To find it, there are a couple of options. One is to see if you can read the log file:
Go to the home screen. Hold down the "alt" key and type 'lglg'. (You will not see anything while you type).This will bring up the log file. Scroll down (probably many pages) untill you see a line that says 'uncaught execption'. Click on this line. The name of the app will be in the info. Alternative methods for bringing up the logs are in this KB:
The other method is to remove apps one at a time, waiting a while in between (I usually recommend a week), until the problem ceases...thereby discovering the offending app. Still another method is to reload the BB OS cleanly, leaving some time between adding other apps onto the BB so as to be able to determine exactly which one is the cause.
As for backing up your data, that requires the device to be running normally and not failing for one reason or another. If, for example, you can get it to run stable in Safe Mode, you might then be able to take a backup. But, please do realize that, like insurance, backups are neither a reactive nor an optional activity. The time to take a backup is when things are running fine, not after problems arise.
Good luck and let us know!
08-16-2014 12:24 PM
Thank sdgardne for the informative reply!
I did think that this error is one that is near enough impossible to fix other than a clean restore, but the only option we can take onboard is as you said, safe mode.
The battery method as you've stated doesn't work and I cannot get into OS properly which leads onto the problem that I can't get a log. However, I doubt it is an application error as hardly any apps were downloaded at all - but there is a possiblity. The device did recieve quite a few memory leaks in which it restarted itself back to normal, but ths time it loaded 3/4 of the way through and it seemed to have froze. Unfortuately, the battery-reset method lead on to this disastrous issue.
I would assume downloading the updated code will restore the firmware, thus a completely new device. With that said, the news of the inability of retrieving the memorable photos and videos has greatly devastated my mother.
One more thing, if the phone was restored back to its factory settings, couldn't the use of recovery programs reclaim the lost files? A Windows based application from the creators of CCleaner have a program named Recuva which restores deleted files (from a certain partition I would think)
Thanks for the advice!
08-16-2014 01:04 PM
I'm sorry, but I do not quite understand. You were or were not successful booting into Safe Mode? If successful, then you can retrieve the data, as well as attempt to remove what you think might be the cause (the most recently installed things). Further, if the data is on the SD card, then you can physically remove the card and retrieve the data via a PC card reader (as long as Content Protection/Encryption were NOT active on the device). Personally, I never keep data on my device memory...only on the media card, for exactly this type of circumstance.
I'm sorry about the devastating news...but, well, there are two kinds of computing device users in our world -- those who have lost data, and those who will; migrating from the latter to the former is a very painful experience, though usually quite memorable, causing the victim to never again fail to protect that which is important to them (the device is a commodity...but the data is priceless). As I said, backups are a preventive action, not a reactive one. And this all holds true for all computing devices, not just SmartPhones. Further, BB also provides BB Protect which can backup some, but not all, data. All of these data protection tools are completely free.
The OS reload (what I think you mean by "downloading the updated code") will indeed return the device to "factory fresh" condition. If successful, of course...if, for example, there is some hardware level problem that is the root of the issues, then no amount of OS/Software will be of any use. But, it is impossible to make that deduction with the information so far available...and even with more information, true "diagnosis" of hardware problems can never be reliably attained at an internet distance.
As fr your recovery programs...they might succeed, or they might not...I cannot predict that outcome.
08-16-2014 01:36 PM
I am still yet to try and boot it up in Safe Mode as other things had to be done in the meantime. I also agree with you that all media files especially should be kept on an SD card however, an SD card was being planned to be put in the device, but was done too late
As for BB Protect, the device link wasn't yet done, I checked earlier today, so that ruins everything even more. Quite a long time ago I did use a recovery utility (in a command-prompt fashion) to recover some files on my SD card. In the end it was pretty successfull.
I will keep you up to date whenever I can. There is a lucky chance that Safe Mode will save us!