Interesting Chat with VZW tech support

[unlcejscott]

Good Morning All,

My BB Storm has been freezing since I downloaded the .328 a few days ago.  At this point I've pulled the battery to unlock the unit at least two dozen times.  Please note, I've never had a single issue with this phone.

Starting to think I may have missed something important during the upgrade, but how can I bet sure....

That said, I called tech support twice to see what kind of response I would get when I asked about the freezing issue and to be honest they both we little help or were they:

One said to reinstall the new software and the other said that it the issue continues to bring it into a VZW store and talk to tech support their.

Any thoughts, the issue is intermittent, such as this morning when I went to read an e-mail and it froze not allowing me to even open it up...

Very frustrating and thanks for listening

JS

[LCromwell]

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unlcejscott wrote:

Good Morning All,

My BB Storm has been freezing since I downloaded the .328 a few days ago.  At this point I've pulled the battery to unlock the unit at least two dozen times.  Please note, I've never had a single issue with this phone.

Starting to think I may have missed something important during the upgrade, but how can I bet sure....

That said, I called tech support twice to see what kind of response I would get when I asked about the freezing issue and to be honest they both we little help or were they:

One said to reinstall the new software and the other said that it the issue continues to bring it into a VZW store and talk to tech support their.

Any thoughts, the issue is intermittent, such as this morning when I went to read an e-mail and it froze not allowing me to even open it up...

Very frustrating and thanks for listening

JS

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JS, the simplest thing is to take it to a Verizon owned store, give it to Tech support and let them reload it. I would back it up at home first but be sure you have the latest Desktop mgr. You may need to call store first to be sure they have Tech support there. When they re load new 5.0 and it all works right and have saved and installed your contact list then back it up again at home. Good luck. Oh by the way, did you look at memory to see how much you have left after it un froze?

[Michele-VzW]

unlcejscott:

I believe the reason you're getting conflicting answers is there is no one known solution to this issue as of yet. 

Unfortunately the best option is to revert back to the last version.  I am leaning toward the option that this freeze issue is either lack of memory on the phone or an application that is hanging during the update.  I am sure with time there will be a fix but if you need it stopped (which it seems you do) revert the phone back.  I wish I had better news for you

[StreetDocRN]

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Michele-VzW wrote:

unlcejscott:

I believe the reason you're getting conflicting answers is there is no one known solution to this issue as of yet. 

Unfortunately the best option is to revert back to the last version.  I am leaning toward the option that this freeze issue is either lack of memory on the phone or an application that is hanging during the update.  I am sure with time there will be a fix but if you need it stopped (which it seems you do) revert the phone back.  I wish I had better news for you

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Hi,

If it were me, I would revert back to the original OS and leave it there a day or two.  See if everything works ok.  Then try to upgrade to the new OS and run that without loading any personal apps you may have.  If the phone works with the new OS for a day or two after that, then slowly add your apps one by one, each time testing your phone to make sure of no problems.  I'll be somewhere there is an app that is interfering with the new OS.

Doc

[unlcejscott]

All good advise

A couple of additional points:

* As for the memory, I always had it at around 32mg now it's currently at 23.5

* I ran a backup this morning,but I think I'm running old BB Desktop Software.   I'm running BB Desktop Software Version 5.0.0.11 and my computer is calling for an update to 5.0.1, but for some reason the automatic update won't work and I get an error message

THIS MAY BE THE FIRST ISSUE

Would you folks recommend unistalling and then reinstalling the current BB Desktop software first

Then going back to the previous software release and then, as stated, see how that goes...etc

How do I revert back to the previous software anyway?

Sorry for the baby steps, but I really don't want any other issues

JS

[unlcejscott]

P.S.

Current app list:

U2 Mobile

App World

Ubertwitter

Quickpull

Calorie Counter

Slacker Radio...which justt showed up

As did VZW tones

Google Maps

[LCromwell]

JS, I kept getting these notices for an update from RIM but thought they were for the OS. I am now installing the new (hopefully improved) 5.1 desktop mgr. This makes me wonder should we re install the OS under the the newer Desktop mgr. Why didn't they release it before or at the same time as the OS update? Does anyone know what these changes are?

[unlcejscott]

LC,

Are you first backing up and then going into your control panel etc to delete the old version and then downloading the new...

http://www.vzam.net/blackberry/Desktop.aspx

JS

[LCromwell]

Noooooooooo I did not see that anywhere before now. Oh well we will see what happens. It would seem if you deleted the current version, you would lose the back ups you have saved?

[LCromwell]

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LCromwell wrote:

Noooooooooo I did not see that anywhere before now. Oh well we will see what happens. It would seem if you deleted the current version, you would lose the back ups you have saved?

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Oh it says if you have 4.7 or earlier? Mine was released end of August and it was a 5. something. So hopefully I will be okay.

[unlcejscott]

Michelle.....what the latest Desktop software?

JS

[LCromwell]

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unlcejscott wrote:

Michelle.....what the latest Desktop software?

JS

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I have the following after update desktop update:

BB Device mgr. 5.0.1.8

BB Development mgr. 4.1.0.11

RIM USB Driver 4.1.0.4

RIM USB Serial Driver 2.2.0.3

Application loader 5.0.1.24

RIM Program 1.0.0.35

Assuming I didn't do any typos, as I cannot seem to copy and paste these in here.

[unlcejscott]

BB Device mgr. 5.0.1.8..........5.0.1.9

BB Development mgr. 4.1.0.11.......Same

RIM USB Driver 4.1.0.4.........Same

RIM USB Serial Driver 2.2.0.3.....Same

Application loader 5.0.1.24.......5.0.1.17

RIM Program 1.0.0.35.........Same

off to a VWZ store to have them run a diagonstic check, just trying to rule things outs

[LCromwell]

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unlcejscott wrote:

BB Device mgr. 5.0.1.8..........5.0.1.9

BB Development mgr. 4.1.0.11.......Same

RIM USB Driver 4.1.0.4.........Same

RIM USB Serial Driver 2.2.0.3.....Same

Application loader 5.0.1.24.......5.0.1.17

RIM Program 1.0.0.35.........Same

off to a VWZ store to have them run a diagonstic check, just trying to rule things outs

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Okay so we have a few different update numbers, what do we do about it? JS is yours by chance a Corporate or not a Storm 1 ?

[Michele-VzW]

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LCromwell wrote:

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unlcejscott wrote:

BB Device mgr. 5.0.1.8..........5.0.1.9

BB Development mgr. 4.1.0.11.......Same

RIM USB Driver 4.1.0.4.........Same

RIM USB Serial Driver 2.2.0.3.....Same

Application loader 5.0.1.24.......5.0.1.17

RIM Program 1.0.0.35.........Same

off to a VWZ store to have them run a diagonstic check, just trying to rule things outs

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Okay so we have a few different update numbers, what do we do about it? JS is yours by chance a Corporate or not a Storm 1 ?

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RIM notes:

BlackBerry Desktop Software v5.0 Service pack 1 (V5.0.1) is the most current, you can find the download at

http://na.blackberry.com/eng/services/desktop/system_requirements.jsp#tab_tab_5.0

[unlcejscott]

Just back from a VZW store and they reinstalled my .328 software and still having the same issue.Although I know have a number for tech support 866-221-4096

And the beat goes on!

[StreetDocRN]

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unlcejscott wrote:

Just back from a VZW store and they reinstalled my .328 software and still having the same issue.Although I know have a number for tech support 866-221-4096

And the beat goes on!

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Hey,

After they loaded the .328 OS on your Storm, did you load any 3rd party apps on your device?

Doc

[unlcejscott]

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StreetDocRN wrote:

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unlcejscott wrote:

Just back from a VZW store and they reinstalled my .328 software and still having the same issue.Although I know have a number for tech support 866-221-4096

And the beat goes on!

---

Hey,

After they loaded the .328 OS on your Storm, did you load any 3rd party apps on your device?

Doc

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Interestingly enough, I lost no information....mmmmmmm

[StreetDocRN]

I would be curious, if you did a clean install and loaded just the OS and no apps except what comes with the BB, ie Maps, Brickbreaker, etc. would it still freeze?

Doc

[unlcejscott]

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StreetDocRN wrote:

I would be curious, if you did a clean install and loaded just the OS and no apps except what comes with the BB, ie Maps, Brickbreaker, etc. would it still freeze?

Doc

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I'm curious as well

In the process of downloading the latest Desktop software V 5.0.1.  After that is complete, I'll sync the Storm with the updated Desktop software and then how do I do a clean install? Since there are no stupid questions, how do I get my address book and calendar back....just sync the two again...

JS

[StreetDocRN]

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unlcejscott wrote:

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StreetDocRN wrote:

I would be curious, if you did a clean install and loaded just the OS and no apps except what comes with the BB, ie Maps, Brickbreaker, etc. would it still freeze?

Doc

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I'm curious as well

In the process of downloading the latest Desktop software V 5.0.1.  After that is complete, I'll sync the Storm with the updated Desktop software and then how do I do a clean install? Since there are no stupid questions, how do I get my address book and calendar back....just sync the two again...

JS

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JS,

To perform a clean install, read this document from Blackberry.

Doc