SIM Card Errors

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

Customers might see the following SIM card error messages:

  • Insert SIM
  • SIM Rejected
  • Data connection refused


Make Sure the SIM Card Network Matches the BlackBerry Smartphone Network

Perform a visual inspection of the SIM card and check if the network is the same as the network labeled on the BlackBerry® smartphone.

BlackBerry Device Software 5.0

  1. On the Home screen, select Options.
  2. Select Mobile Network. The name in the Mobile Network field must match the network labeled on the BlackBerry smartphone.

BlackBerry Device Software 6.0 to 7.0

  1. On the Home screen, click Options.
  2. Click Networks and Connections.
  3. Click Mobile Network. The name in the Mobile Network field must match the network labeled on the BlackBerry smartphone.

Make Sure the SIM Card is Correctly Inserted in the BlackBerry Smartphone

Reposition the SIM card or reinsert the SIM card securely into the SIM card slot on the BlackBerry smartphone.


Make Sure the SIM Card is not Damaged

 Replace the SIM card if it is damaged.


Make Sure Data Services are Provisioned for the SIM Card

Verify that data services are provisioned correctly.


Try to Reproduce the Issue Using a Different, Working SIM Card

Try to reproduce the issue using another working SIM card. If you cannot reproduce the issue, replace the customer’s existing SIM card.


Make Sure that you are in an Area of Adequate Signal Strength

If the signal strength is weak, move the BlackBerry smartphone to an area with better wireless network coverage.

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)


Update the BlackBerry Device Software 

If your wireless service provider approves performing software upgrades in store, update the customer’s BlackBerry® Device Software. If you cannot perform an update in the store, ask the customer to update their BlackBerry Device Software using a computer. 

If you already have the BlackBerry® Desktop Manager or the BlackBerry® Desktop Software installed, you can update by completing the following steps. 

Warning: If you install BlackBerry Device Software older than the current version installed on your BlackBerry smartphone, you could cause your BlackBerry smartphone to malfunction.

BlackBerry Desktop Manager 5.0

  1. Connect your BlackBerry smartphone to your computer and open the BlackBerry Desktop Manager.
  2. Double-click Application Loader.
  3. Click Start under Update Software to start the installation process.
  4. Type the BlackBerry smartphone password, if prompted, and then click OK.
  5. Select Options under Device Software Options.
  6. Select the check boxes next to the names of the applications you want to load, and then click Next.
  7. Click OK > Next > Finish. When the process is complete, the message "The loading operation was successful" appears.
  8. Click Close to return to the BlackBerry Desktop Manager.

BlackBerry Desktop Software 6.0 to 7.0

  1. Connect your BlackBerry smartphone to your computer and open the BlackBerry Desktop Software.
  2. On the home screen of the BlackBerry Desktop Software, click Device.
  3. Click Update my device in the list.
  4. Type the BlackBerry smartphone password, if prompted, and then click OK.
  5. Click Install.
  6. Click Install Update. 

To add or remove additional applications on the BlackBerry smartphone, select Applications.

Note: It can take several minutes for the applications to appear.

To perform a web-based BlackBerry Device Software update, complete the following steps:

  1. Open www.blackberry.com/update
  2. Click Check for Updates. 
  3. In the File Download window, click Run.
  4. In the Security Warning window, click Run.
  5. After the Device Connection window appears, connect your BlackBerry smartphone.
  6. Click OK.
  7. Click Get Update.

If this issue is still not resolved, follow your wireless service provider’s procedures to service or return the BlackBerry smartphone.