Applications not Working After Software Upgrade
Try the following actions to resolve the issue. If the issue persists, proceed to the next troubleshooting step.
Try to Reproduce the Customer Experience
Begin by asking the customer if they installed a third-party application and if the issue started after they installed the application.
If the customer is not sure, ask them when the issue started. Use this information to determine if a third-party application was installed around the time the issue began. This helps determine which third-party application might be causing the issue.
Turn the BlackBerry Smartphone on in Safe Mode
Start the BlackBerry smartphone in safe mode to prevent third-party applications from running automatically. Safe mode permits you to troubleshoot or remove any unwanted applications.
To turn a BlackBerry smartphone on in safe mode, complete the following steps:
- Remove and reinsert the battery.
- When the red LED light goes out, press and hold the
- Escape key as the BlackBerry smartphone is loading. When the dialog box appears, click OK.
Note: When safe mode is on, a safe mode indicator appears in the Status section of the Home screen. To turn off safe mode, remove and reinsert the battery.
Remove the Third-Party Applications
Remove the third-party application that is causing the issue, and then test to see if the issue is corrected.
- Delete third-party applications from the Home screen on the BlackBerry smartphone.
Note: Customers can also use the My World screen to delete third-party applications from their BlackBerry smartphone. For more information about using the My World screen, visit www.blackberry.com/appworld or mobile.blackberry.com.
Delete Third-Party Applications from the Home Screen on the BlackBerry Smartphone
BlackBerry Device Software 6.0 to 7.0
If this issue is still not resolved, follow your wireless service provider’s procedures to service or return the BlackBerry smartphone.
- On the Home screen, highlight the icon of the application you want to remove.
- Press the Menu key.
- Select Delete.
- Click Delete to confirm.