Doesn’t Hold Charge

Try the following actions to resolve the issue. If the issue persists, proceed to the next troubleshooting step.

The BlackBerry smartphone battery holds the charge. If the BlackBerry smartphone is not functioning as it should in terms of power, the battery could be causing the issue.

Check the Battery or Charging Accessory

• Make sure that the customer is using an approved BlackBerry wall charger, battery, and USB charging cable. Other brands of charging accessories may have different voltage parameters and could cause charging issues when used with a BlackBerry smartphone.
• Confirm with the customer that they have been charging the battery correctly for 2 to 3 hours at a time with a functioning BlackBerry charger.
• Connect the BlackBerry smartphone to a BlackBerry wall charger and check to see if the charging icon appears on the screen for at least 10 seconds.

Try another Fully Charged Battery, USB Cable, or Wall Charger

If the BlackBerry smartphone charges when you use a different battery or wall charger, the issue most likely lies with the battery or charging accessory. Does the battery charge in another BlackBerry smartphone? If not, encourage a battery, charger, or USB cable exchange or service.

Visually Inspect the Battery 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:

• 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
• Bent pins or debris on the USB port
• Loose USB port (USB cannot connect tightly)

Low Battery Indicators

The BlackBerry smartphone continuously monitors the battery voltage level, and shuts down automatically if the voltage drops below the specified minimum level.

When a BlackBerry smartphone battery drops below specified power levels the following occurs:

• At 15% power remaining, the BlackBerry smartphone beeps and the LED flashes amber.
• At 10% power remaining, the BlackBerry smartphone displays a red power symbol  
• At 5% power remaining, the BlackBerry smartphone beeps and displays a message indicating the battery is too low for radio use. The radio automatically turns off.
• At 0% power, the BlackBerry smartphone beeps and displays a message indicating that the battery is drained and turns off automatically.

The LED of a BlackBerry smartphone that has turned off due to a low battery slowly flashes amber when connected to a charger.

A BlackBerry smartphone enters deep sleep mode if it has turned off due to a drained battery and left in this state for a long time.

If you insert a dead battery into a BlackBerry smartphone, the red LED might turn on for up to 2 minutes. A dead battery still has some power, but not enough to perform any functions on the BlackBerry smartphone.

If you insert a deeply drained battery into the BlackBerry smartphone, there are no visual indicators of functionality. A deeply drained battery has little to no power and cannot sustain the LED light.

Make sure the charger is a travel charger for the BlackBerry smartphone or a computer. Using a bus-powered USB hub might cause the red LED to remain on indefinitely and the computer operating system might show a dialog box with the following message: “USB hub Power Exceeded”. In this case, the BlackBerry smartphone does not charge.