After an upgrade to the latest version of BlackBerry® Messenger, the BlackBerry® Messenger icon disappears from the home screen of the BlackBerry® smartphone.

• BlackBerry® Messenger 5.0.1 to 6.1
• BlackBerry® Device Software 4.5 to 7.1
• DT 834085

Cause 1

The installation of BlackBerry® Messenger did not complete.

Cause 2

When upgrading to the latest version of BlackBerry® Messenger please ensure that the latest, legally approved version of BlackBerry® Device Software provided by your wireless service provider is running on the BlackBerry® smartphone. Please use the following chart to verify the minimum required version that is supported by BlackBerry® Messenger:

Failure to have the minimum required version of BlackBerry® Device Software, as outlined above, may result in the disappearance of BlackBerry® Messenger from the Home screen of the BlackBerry® smartphone.

Cause 3

The BlackBerry® Messenger icon is hidden on the BlackBerry® smartphone home screen.

Resolution 1

1. Confirm that the BlackBerry® Messenger icon has not been relocated to a folder, such as Downloads or Instant Messaging, on the Home screen.
2. Perform a hard reset. For instructions, see KB02141.
3. If the hard reset does not bring the icon back, attempt to download and install BlackBerry® Messenger again.

Download BlackBerry® Messenger from www.blackberry.com/messenger or from the BlackBerry® App World™ storefront.

Resolution 2

To determine the version of BlackBerry® Device Software currently running on the BlackBerry® smartphone, see KB23393.

To update the BlackBerry® Device Software running on the BlackBerry® smartphone, see KB16068.

NOTE: For users running BlackBerry® Messenger 5.0 or later, prior to updating the BlackBerry® Device Software it is recommended to backup the BlackBerry® Messenger contact list. For instructions, see KB20554.

Resolution 3

1. From the home screen click the Menu button and select Show All Icons. This will display all icons that were previously hidden.
2. Ensure the BlackBerry® Messenger icon is not transparent, which would indicate the application is hidden from sight on the home screen.
   1. If the icon is transparent, highlight the BlackBerry® Messenger icon, click the Menu button, and select Unhide Icon.

BlackBerry® Messenger 6.0 has the following minimum system requirements:

• At least 4.0 MB of available application storage.
• BlackBerry® Device Software 5.0 or later.
• A wireless service data plan.

Note: Depending on the wireless service provider or organization, BlackBerry® Messenger may not be available for use. For more information on the the BlackBerry® Messenger application, including Release Notes or minimum requirements please see available product documentation and User Guides located on BlackBerry.com.