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09-09-2013 09:53 PM
When powering my newly acquired and configured Q10, I get a purple BlackBerry logo with a square. Touching the logo lights the keyboard and shows a percentage, but does not open the device. How can I access the device and my data?
09-10-2013 01:47 PM
09-10-2013 08:11 PM
The system takes a very long time to boot (which appears to be abnormal) and then only shows the time date and a bed (as if the system was in sleeping mode). I can not access the device when I touch it or swipe my finger across in any direction. The device stays warm in my pocket and the battery empties itself during the workday.
I would very much appreciate more help before I return the device. I had been very satisfied with my previous BlackBerry.
09-10-2013 08:16 PM
So, it eventually boots up (sorry, but I cannot give you an evaluation of "a very long time"...what seems "very long" to you could be quite normal...but without an actual time amount, I cannot make any evaluation) but you cannot use it at all. That is sad.
Since it is brand new, it is of course possible that it has a defect of some kind...of course, at an internet distance, we really can't firmly diagnose such things. If you want to try some things, the first thing I'd recommend is an OS reload:
There may perhaps be something wrong with your installed OS, and a reload might cure that. Since you've never been able to use this device at all, you don't have to worry about any backup/restore processes.
Also, do be aware that for the first 48 hours or so, the device will be doing all kinds of things -- downloading emails, synching calendar and contacts, linking contacts with other data sources, etc. During this initial time period, you will indeed notice higher battery usage. After it all completes, things tend to calm down to a more "normal" level. But, then again, since you've never actually been able to use this device, there is no configuration...so none of this initial activity would even be taking place.
In any event, if you want to try, then the OS reload is all that I can think of...failing that, formal support and possibly replacement.