Freezing

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)

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 BlackBerry Desktop Manager or 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.