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New Contributor
Posts: 2
Registered: ‎01-26-2014
My Device: blackberry torch 9800
My Carrier: t-mobile
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my screen has been frozen all day? please help!

okay so i recently purchased a blackberry torch 9800 from my friend, its not in terrible condition but it has a few scratches on it. the phone also worked fine for her.

this morning installed an app to rename my music files, called MTagz or something like that

straight after installing, a grey box with a blue circle loading sign and the word loading in it appeared. i figured it would go after a while, but long story short it didnt.

ive tried rebooting and turning my phone off and then on, but it wont work. if i could, i would uninstall the app but my phone is completely unresponsive.

i can enter my pin and password, but as soon as the homescreen shoes up both the touch screen and the keypad dont work. i can also press the menu button to switch between windows, but when those windows open again i cant do anything.

thanks for your help Smiley Happy

Hall of Famer III
Posts: 57,242
Registered: ‎11-28-2008
My Device: PRIV (6.0.1/AAF518), Z10/Z30/Q10 (10.3.2.2813), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: my screen has been frozen all day? please help!

[ Edited ]

Hi and Welcome to the Community!

 

Given your method of procurement, I recommend you start here:

  • KB05099 Steps to take before selling or after buying a previously owned BlackBerry smartphone

Ensure that all steps are properly conducted so as to fully divorce the BB from your friend's accounts and thereby be able to fully create all you need for yourself alone.

 


 

As for your issue as reported, 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.

You may also need the use of these tricks:

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: ‎01-26-2014
My Device: blackberry torch 9800
My Carrier: t-mobile

Re: my screen has been frozen all day? please help!

thank you so much! starting my phone in safe mode worked, and i have successfully deleted the app, thankfully! i didnt even know you could start your phone in safe mode haha Smiley Happy thanks again, you were a massive help! Smiley Very Happy

Hall of Famer III
Posts: 57,242
Registered: ‎11-28-2008
My Device: PRIV (6.0.1/AAF518), Z10/Z30/Q10 (10.3.2.2813), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: my screen has been frozen all day? please help!

You are very welcome. But please do review the first KB I provided to you...if you do not properly divorce your BB from your friends accounts, then many things can go wrong down the line.

Good luck!


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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