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New Contributor
Posts: 3
Registered: ‎03-12-2013
My Device: blackberry 9320
My Carrier: Vodaphone

will not answer calls - intermittent

I hear a call, touch the answer button and it keeps ringing; touch the answer button again and it sends the caller to answerphone.  How do I cure this?  Sometimes it then tells me that the device is locked and nothing will unlock it.  I have to switch off remove the battery and sim and start over to get it to unlock.  Is it something I have done or set up wrong?  I feel stupid.  Please someone help. George

Retired
Posts: 2,795
Registered: ‎05-10-2010
My Device: BlackBerry Z10 smartphone

Re: will not answer calls - intermittent

Hi georgedb,

 

Welcome to the support community!

To resolve this issue, please try to first back up all your data using the BlackBerry® Desktop Software and then perform a clean reload of your BlackBerry® Device Software. For further steps, please see the following KB articles.

For Windows®: "How to perform a clean reload of the BlackBerry Device Software for Windows" http://bbry.lv/GI9beY
For Mac: "Perform a clean reload of BlackBerry smartphone application software using BlackBerry Desktop Software on a Mac computer" http://bbry.lv/J0UN1U
Please test to make sure the issue has been resolved before restoring any data from your backup file.

 

Let me know if that helps.


-FS


 


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New Contributor
Posts: 3
Registered: ‎03-12-2013
My Device: blackberry 9320
My Carrier: Vodaphone

Re: will not answer calls - intermittent

Thanks Frankie for all the info.  As a new user it is great to find such good support.  I have had to revert to an old phone until I have some time to try the fix.  I will let you know how I get on, probably next week.  I have downloaded the Blackbery software but want to be sure I can finish what I start.

Best regards,

George

Highlighted
New Contributor
Posts: 3
Registered: ‎03-12-2013
My Device: blackberry 9320
My Carrier: Vodaphone

Re: will not answer calls - intermittent

Hi Frankie, as promised.  I followed your advice and the problem is now solved and my new Blackberry is working as it should.  I didn't lose any of my settings or anything else as far as I can see.  Many, many thanks for your help.

George