First off, what OS are you on? 10.2.1.3247 is the most current.
Article ID: KB23393 How to check the model number and version of the operating system on a BlackBerry smartphone
Secondly, have you contacted your mobile service provider for formal support?
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.