Trackpad or Trackball not Scrolling
Try the following actions to resolve the issue. If the issue persists, proceed to the next troubleshooting step.
Try to Duplicate the Customer’s Issue
Validate that you understand the symptoms the customer is experiencing. For example, practice using, moving, and navigating using the trackball or trackpad to duplicate the customer’s experience.
Check for Customer Error or Insufficient Customer Knowledge
If the customer does not fully understand how their BlackBerry® smartphone works, you can provide customer education and help the customer understand best usage practices. In this case, no further troubleshooting may be required. For example, you can educate the customer on best practices for protecting the trackball or trackpad:
- Always use a holster or sleeve.
- Do not use the trackball or trackpad with wet hands.
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)
Clean the Trackball
The trackball on a BlackBerry smartphone can get dirty from everyday use.
Note: Do not use water, compressed air, or any cleaners on the trackball. This damages the BlackBerry smartphone and voids the warranty.
Hint: Removing the battery as part of this process helps to avoid accidental key presses.
To clean the trackball, complete the following steps:
- Turn off the BlackBerry smartphone.
- Remove the battery.
- Press and roll the trackball up for 15 seconds.
- Press and roll the trackball down for 15 seconds.
- Press and roll the trackball left for 15 seconds.
- Press and roll the trackball right for 15 seconds.
- Confirm that trackball performance improves. If performance does not improve, repeat steps 3 - 6.
- Reinsert the battery.
Test Trackball Sensitivity
To test trackball sensitivity, complete the following steps:
- From the Home screen, go to Options > Screen/Keyboard.
- In the Trackball or Trackpad section, click Horizontal Sensitivity or Vertical Sensitivity to change the sensitivity level.
- Press the Menu key and select Save. The new sensitivity levels are saved. A higher sensitivity number indicates a higher sensitivity level for the trackball or trackpad.
Make Sure the Trackball is not Affected by a Software Freeze or an Application Freezing.
To check if a software freeze is affecting the trackball, complete the following steps:
- From the Home screen, select Options.
- Select Screen/Keyboard.
- Select Trackball Audible Roll (Click).
- Rapidly roll the trackball up, down, right, and left.
- If you hear the trackball click while not responding, you can resolve this issue by updating the BlackBerry® Device Software on the BlackBerry smartphone.
- If you do not hear the trackball click, the problem may be related to a hardware issue. Follow your wireless service provider’s procedures to service or return the BlackBerry smartphone.
If your wireless service provider participates in the trackball replacement program, you can offer to replace the customer’s BlackBerry smartphone trackball.
Note: the trackball replacement program covers the following BlackBerry smartphone models:
If this issue is still not resolved, follow your wireless service provider’s procedures to service or return the BlackBerry smartphone.
- BlackBerry® Pearl™ 8130 smartphone
- BlackBerry® Curve™ 8330 smartphone
- BlackBerry® 8830 World Edition smartphone