Sometimes there are issues with the BlackBerry devices that can be easily remedied before resorting to an OS reload. Simple troubleshooting steps may resolve alot quicker and with less hassle.
After these troubleshooting steps have been completed and if the issue is still not resolved, contact your wireless service provider first before attempting the OS reload. Most providers have a technical support department that may have additional insight into the issues you are having.
And of coarse, if all else fails, process the OS reload…
| Issue |
Symptoms |
Questions To Ask |
| Possible Resolution Steps |
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- No one can hear when a call is placed out.
- No one can hear when a call is received.
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- Can the user be heard the other side?
- Can calls be made with a headset?
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- Test the SIM card in another device. If the issue resolves it may be hardware related.
- If not resolved, try a hard reset by removing the battery while the BlackBerry is still powered on.
- Leave the battery out of the device for about 10 seconds.
- Put the battery back into BlackBerry.
- The device will “boot up” when battery is placed back inside.
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- Speaker phone cannot be turned on during a call.
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- Is the user able to enable speaker during a call but cannot hear from it?
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- Try plugging a headset into the headphone jack and removing it. There are scenarios where the Blackberry device may think that there is a headset plugged in. By plugging in a headset and then removing it may prompt the device to fix the issue.
- If not resolved, try a hard reset.
|
- Trackwheel
- Escape button
- Keys on keypad
|
- Trackwheel is stuck or is loose when scrolling.
- Escape button stuck or very loose and have to press hard.
- Keys on keypad won’t work when depressed or have to pressed hard
|
- Are there keys that work while others don’t?
- Are the buttons broken?
|
- Try cleaning trackwheel by rolling it over a damp cloth and then work trackball until moves more freely.
- If not resolved, try hard reset.
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- Discoloring
- Rainbow marks on the screen
- Faded lettering when looking at the display
- Yellow spots on the screen
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- Cannot hear anyone through the headset.
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- Can user BlackBerry fine without headset.
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- The issue could be with actual headset. Try plugging another headset into BlackBerry device or try plugging headset into another Blackberry. (The idea is to determine is the headset is defective or if the issue is with the BlackBerry device).
- If not resolved, try hard reset.
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- The sound quality is very poor when on a call.
|
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- While on the call, try to adjust volume using volume control button.
- If not resolved, try hard reset.
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- Static noise when on a call
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- Is static happening everywhere or one location?
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- One location: possible network outage.
- Everywhere: Try placing SIM card into another BlackBerry device to replicate issue or try placing another SIM card in their device. (The idea is to determine is the SIM card is defective or if the issue is with the BlackBerry device).
- If not resolved, try hard reset.
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- Battery drains
- Battery does not charge
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- Is Wi-Fi being left in enabled status?
- Is Bluetooth being left in enabled status?
- How is device being charged?
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- Turn off Wi-Fi or Bluetooth when not in use. (Leaving these enabled will drain battery quicker.)
- Charge BlackBerry device with wall outlet charger. (More efficient than charging with USB cable.)
- Try another battery in device or vise versa. (The idea is to determine is the battery is defective or if the issue is with the BlackBerry device.)
- If not resolved, try hard reset.
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