To troubleshoot a charging issue on a BlackBerry® PlayBook™ tablet, please try the following actions to resolve the issue. If the issue persists, proceed to the next troubleshooting step.
Tablet fails to charge, incomplete charge, or long charging times
Topic 1: Tablet fails to charge, incomplete charge, or long charging times
For more information about charging issues, visit www.blackberry.com/support to read article KB27705.
Recognize low battery indicators
Make sure the user is aware of the BlackBerry PlayBook tablet’s different behaviors depending on its state and how low the battery level has dropped.
Low battery indicator under normal use:
- Under normal active use, a battery drained to 10% causes the BlackBerry PlayBook tablet to prompt the user with a notification and audible beep.
- If the user does not connect a charger, the BlackBerry PlayBook tablet automatically shuts down at 3.53V (0%).
- If the user presses the power button, the BlackBerry PlayBook tablet can reboot, but turns off again quickly.
Low battery indicator under no use:
- A BlackBerry PlayBook tablet left unused but in standby mode will warn the user at 10% with a notification and audible beep.
- If the user does not notice the warning, the BlackBerry PlayBook tablet returns to standby mode.
- If the user lets the BlackBerry PlayBook tablet drain in standby mode, the battery drains more slowly, but also more completely.
- The BlackBerry PlayBook tablet shuts off at 3.53V (0%), but it is less likely to boot successfully afterwards.
Low battery indicator under 3.53V (0%):
- When the battery level of the BlackBerry PlayBook tablet reaches 0%, the BlackBerry PlayBook tablet automatically shuts off.
- After the BlackBerry PlayBook tablet shuts off, the battery continues to drain below 3.53V due to current draw from the motherboard and the battery fuel gauge.
- If the user presses the power button with the battery between 2.7V and 3.53V it causes the LED to flash a pattern to indicate low battery (BlackBerry® Tablet OS 1.0.5 and later, including BlackBerry® PlayBook™ OS 2.0). The sequence is one red blink followed by five yellow blinks or five green blinks.
- If the user presses the power button with the battery below 2.7V, no activity or LED pattern displays.
Check the charging accessory
- Make sure the customer is using an approved BlackBerry PlayBook tablet wall charger and USB charging cable.
- The BlackBerry® Premium Charger is the ideal way to charge the BlackBerry PlayBook tablet.
- Standard Blackberry chargers or other AC adapters or USB chargers are not recommended for charging the BlackBerry PlayBook tablet.
- Other brands of charging accessories can have different voltage parameters and can cause charging issues when used with a BlackBerry PlayBook tablet.
- The user may have to connect and disconnect the BlackBerry PlayBook tablet from its charging source several times to achieve a high enough initial charge.
Try another BlackBerry PlayBook tablet compatible wall charger
- If the BlackBerry PlayBook tablet charges when you use a different wall charger, the issue most likely lies with the charging accessory. Encourage a charger exchange or service.
- Contact BlackBerry Support to verify if the charger is replaceable under warranty, or order a new BlackBerry PlayBook tablet wall charger from The BlackBerry Accessories Store at www.shopblackberry.com.
Test the charger on multiple sources
- When the charger is connected, the battery icon at the upper right of the screen should show a lightning bolt. If a lightning bolt does not appear, plug the charger into another device, such as a BlackBerry smartphone, to confirm if charging is detected.
- If the charger works on sources other than the BlackBerry PlayBook tablet, it may be the Micro USB port or the battery on the BlackBerry PlayBook tablet that is defective. Connect the BlackBerry PlayBook tablet to a computer to see if the connection is detected.
- If the connection is detected and charging occurs, a plug icon is visible.
- If the connection is not detected, then it is more likely the USB port on the BlackBerry PlayBook tablet that is defective, or possibly a connection issue with the computer.
- If the charger does not work on any source, then it may be defective and require replacement.
Test the BlackBerry PlayBook tablet Micro USB connection with multiple sources
- The BlackBerry Premium Charger provides a charge of 1.8A. When the user connects the charger to the BlackBerry PlayBook tablet, a lightning bolt appears in the battery icon to indicate charging.
- The magnetic charger and docking station for the BlackBerry PlayBook tablet provides a 2.0A charge, and decreases the charging time. When the user connects the charger to the BlackBerry PlayBook tablet, a lightning bolt appears in the battery icon to indicate charging.
- A regular BlackBerry smartphone Micro USB charger at 700mA charges the BlackBerry PlayBook tablet and shows the "plug" icon, but charges at a slower rate.
- A connection to a USB power source through a computer should provide a 500mA charge. When the user connects the charger to the BlackBerry PlayBook tablet, the battery icon at the upper right of the screen shows a plug icon.
Optimize charging times
- The optional 12 volt (rapid) chargers are faster than the USB chargers; the charge time is approximately 3 to 4 hours.
- Always charge the BlackBerry PlayBook tablet while it is turned on. The amount of current the BlackBerry PlayBook tablet consumes while charging determines if there is a net charging effect.
- liWith the BlackBerry PlayBook tablet turned off, or in standby mode, even a 500mA source can charge the BlackBerry PlayBook tablet, but it can take more than 12 hours.
- If, after charging the BlackBerry PlayBook tablet for 4 to 6 hours, there are no LEDs, try to turn it on by pressing and holding only the power button for 20 seconds.
- Completely discharged BlackBerry Tablet OS versions earlier than 1.0.5 can take up to 6 hours to charge; however, the user should be able to perform a software update at a 30% charge.
Check the BlackBerry PlayBook tablet software
- The charging behavior for the BlackBerry PlayBook tablet has changed since the initial launch version 1.0.0, and significantly after 1.0.5.
- If the BlackBerry PlayBook tablet does not turn on immediately after being plugged into a BlackBerry Premium Charger, it may not be dead. On software versions earlier than 1.0.5, the BlackBerry PlayBook tablet can take up to 6 hours to charge and may not turn on when the user presses the power button.
- If the battery has drained completely, charging from 0 to 14% occurs very slowly, so additional time is needed to bring the battery up to a level where it can charge normally.
Update the BlackBerry PlayBook tablet software
For optimal charging times and to reduce charging issues, upgrade the BlackBerry PlayBook OS to 2.0. It may take up to an hour to complete the BlackBerry PlayBook OS 2.0 update.
Update the BlackBerry PlayBook tablet software from the BlackBerry PlayBook tablet
- Turn on the BlackBerry PlayBook tablet and connect to a hotspot.
- If a software update is available, you automatically receive a notification.
- Tap the software notification icon located near the upper right of the screen, and follow the instructions to download the most recent software available.
- Note: If the wireless software update does not install, try to connect to a different hotspot.
- Reset the BlackBerry PlayBook tablet after the update is complete.
Manually check for an update
- On the BlackBerry Playbook tablet, tap the Settings icon in the upper-right corner of the home screen.
- Tap Software Updates in the navigational menu that appears on the left pane.
- Tap Check for Updates.
- If a software update is available, tap Download to start downloading the update.
- After the download is complete, tap Install to install the update.
- Note: After the installation is complete, you may be prompted to restart the BlackBerry PlayBook tablet to complete the update.
Note: The BlackBerry PlayBook tablet must be plugged in and have at least 20% battery life to complete the update.
If the issue is still not resolved, contact BlackBerry Support to service or return the BlackBerry PlayBook tablet (BlackBerry Support provides 90 days of complimentary support).