Navigation Keys not Responding
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 and moving the navigation keys on the keyboard.
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.
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.
- 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)
Perform a Keypad Test
If this issue is still not resolved, follow your wireless service provider’s procedures to service or return the BlackBerry smartphone.
- Open the MemoPad application.
- In the body of the memo, press each keyboard key three times consecutively to make sure the correct character appears on the screen. Pay attention to the feel and responsiveness of each key.
- Type The quick brown fox jumps over the lazy dog. While you type, pay attention to the feel and responsiveness of each key.
- Test each of the navigation keys and pay attention to the feel and responsiveness of each key.