Skip to main content
Accessibility Resource Center Skip to main content
Have a phone you love? Get up to $500 when you bring your phone.
end of navigation menu
***Announcement: Welcome to the new Verizon Community! We have merged our Wireless and Fios Communities to bring you the best place to discuss any Verizon product or service, along with all things tech! We have many new features to discuss with you in the coming weeks, but first we want to make sure that all of you who have been active on either of our communities before are able to log in!

Please see the Announcement in the Announcement section under Information Hub.

9650 Selectively unresponsive trackball/certain keys
Unknowncrypt
Newbie

Randomly I was unable to scroll up out of my tray.  I could scroll left and right and when entered into a menu even up and down, but as soon as I was back to the tray I couldnt scroll out of it.  I did a battery pull and it worked for about a day.  The problem started again today but a bit more extremely.  More places the trackball is unresponsive in (but the direction works on certain menus still) and my end call key will turn off the phone, but not back on.  They keyboard itself seems to work.  I read the troubleshooting for an unresponsive ball and tried to clear it of debris with movement to no prevail.  I tried to see if maybe an app had caused the problem and plugged the phone into my pc to access the apps via blackberry desktop manager and it prompted me to do an upgrade on my phone.  So I did the upgrade.  Now I am stuck on the accept user agreement screen unable to scroll down to accept or deny.  I have purchased the limited warranty, but would like to not have to wait for repairs to have my phone back.  Any advice will be greatly appreciated before I break down and take the phone in.

Labels (1)
0 Likes
Re: 9650 Selectively unresponsive trackball/certain keys
Unknowncrypt
Newbie

Trackpad****

0 Likes
Re: 9650 Selectively unresponsive trackball/certain keys
RoyB_VZW
Specialist

Sorry for the troubles you're having with the trackball of this BlackBerry. It appears you've done a great job of troubleshooting on your own, and helped determine the cause to be an equipment issue, as opposed to debris affecting the trackball performance. I have good news in that you need not worry about being without a phone and sending it in for repair. If still within the one-year warranty, we can ship a replacement phone directly to you, and upon receipt of that handset, you would simply ship the defective device back to us. Assuming there is no physical or water damage, this would in fact be covered under the 12-month warranty. To discuss a replacement, please PM me with your wireless number, a contact number and a good time to contact you and we will be happy to reach out and get the information necessary to ship your replacement. 

 

Thanks, 

0 Likes