Try the following actions to resolve the issue. If the issue persists, proceed to the next troubleshooting step.
Visually Inspect the BlackBerry Smartphone for Indications of Customer Misuse or Physical Damage
If you uncover physical damage, follow your wireless service provider’s policies to service or return the BlackBerry smartphone. Here are some common examples of physical damage:
- Cracked or scratched screen
- Signs of potential liquid damage, such as the following:
- An active liquid damage indicator in the battery compartment or near the trackball
- Sticky residue around the battery
- Green or white corrosion around the battery
- A foggy screen
- Missing keys
- Missing trackball or trackpad
- Cracked housing
- Missing SIM card door or bent pins in the SIM card tray
- Cracked camera lens
- Bent pins or debris on the USB port
- Loose USB port (USB cannot connect tightly)
Cosmetic blemishes do not normally interfere with the customer being able to use their BlackBerry smartphone. However, check the BlackBerry smartphone warranty to determine what service might apply.
Follow your wireless service provider’s procedures to service or return the BlackBerry smartphone.