Interesting Chat with VZW tech support

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

Accepted answers

unlcejscott

Went into the VZW store today and spoke directly to the manager. He is going to be sending me a new Storm with .328 already installed. Should be here in a day or two. He asked that I bring him both units and he'd make certain that everything is up to snuff....

this shoud be the end of th story. At this point and I hope I;m not speaking too soon but

VZW ROCKS!

P.S. kevin is his name and he manages the location at the Rockingham Mall in Salem, NH

Michelle, if you see this, I'd like to send his boss a note , how do I get that info

All comments

LCromwell

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

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

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

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

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?

JCM

:robotsurprised:Yo whats up mann how is it going,Hey try in doing this delete all browser cache etc, do a memory cleanup delete all third party apps, add on apps leave only maps, memo pad, password keeper thats it nothing else and then do a 10 minute battery pull put it back on try it I hope it works out for you.:robotvery-happy:

unlcejscott

JCM wrote:
:robotsurprised:Yo whats up mann how is it going,Hey try in doing this delete all browser cache etc, do a memory cleanup delete all third party apps, add on apps leave only maps, memo pad, password keeper thats it nothing else and then do a 10 minute battery pull put it back on try it I hope it works out for you.:robotvery-happy:

This is sort of frustrating, but I will beat this machine!

That said, what is the difference between a 5 second battery pull and a ten minute battery pull?

As for the other suggestions, I regularly do most of the other suggestions you made, but I'll delete all the third party apps

I'll let you know

P.S. Even memo pad

JCM

Well JS in my exprience A 10 min B.P gives it a hard reboot that could be one of the problems the same with your third party apps. OH and do you have the OS 4.7 up to date that could be another reason.

HEY JUST GIVE IT A TRY HOPE IT WORKS OUT DID FOR ME!

unlcejscott

JCM wrote:
Well JS in my exprience A 10 min B.P gives it a hard reboot that could be one of the problems the same with your third party apps. OH and do you have the OS 4.7 up to date that could be another reason.
HEY JUST GIVE IT A TRY HOPE IT WORKS OUT DID FOR ME!

Running OS 5.0.1...going to try the extended version of the BP...starting now!

unlcejscott

JCM wrote:
Well JS in my exprience A 10 min B.P gives it a hard reboot that could be one of the problems the same with your third party apps. OH and do you have the OS 4.7 up to date that could be another reason.
HEY JUST GIVE IT A TRY HOPE IT WORKS OUT DID FOR ME!

Well, that didn't work.....onto the clean install

StreetDocRN

JCM wrote:
Well JS in my exprience A 10 min B.P gives it a hard reboot that could be one of the problems the same with your third party apps. OH and do you have the OS 4.7 up to date that could be another reason.
HEY JUST GIVE IT A TRY HOPE IT WORKS OUT DID FOR ME!

Hi,

Where do you get a 10 minute battery pull from? This is the first I have heard of that. Just pulling the battery out and then replacing it gets the same effect, refreshing the device's memory.

Doc

JCM

Hey Doc the 10 minute battery pull is when there is problems with the storm I started to do this when I had OS 4.7 the issue I had run in to and did a 10 min b.p is when one day I tried to start up my camera and it said could not start up camera close other applications and try again problem solved since then I do this for anything major I don't do this every time. You know I just wished I knew this before I had my first storm cuas I had to return it do to this problem I had. That happen when I was in modem mode vzmanager. What I did was pressed the camera button and after I disconnected about hours later I could not start camera so I pulled out battery it was around 10 min or less and wallaa! And that is where the 10 minute came from. JUST GIVE IT TRY IT MIGHT WORK FOR YOU IT DID FOR ME!