"JVM 513" error appears on the BlackBerry smartphone

Article ID: KB13003

Type: Support Content

Last Modified: 11-26-2012

 

Product(s) Affected:

  • BlackBerry 7 OS and earlier
CollapseEnvironment
  • BlackBerry smartphones
CollapseOverview

After the maximum number of password entry attempts is exceeded by supplying incorrect passwords, and the BlackBerry smartphone is restarted, the following error appears:

  • JVM 513
CollapseCause

The BlackBerry Security checks failed verification and the BlackBerry smartphone will not start. This may have occurred as a result of exceeding the maximum allowable attempts when entering the BlackBerry smartphone password incorrectly. If this is the case, please follow the workaround instructions.

CollapseResolution

For BlackBerry Device Software 7.0 and earlier, please ensure that the BlackBerry smartphone is running the most current version of BlackBerry Device Software. For more information on this procedure, see KB16068.

For BlackBerry Device Software 7.1, further investigation is required. To help further diagnose the cause, please contact the wireless service provider through which the BlackBerry smartphone was purchased or BlackBerry Technical Support Services for further review and support. In order to best investigate this behaviour, please collect the following information:

  • BlackBerry Device Model number, e.g., 9900, and the BlackBerry Device Software, e.g., 7.1 Bundle 1234 (v7.1.0.321, 5.1.0.123), both of which can be located by going to Options, typing in About, and selecting About Device Versions.
  • What activity what the BlackBerry smartphone engage in when the error message was first noticed?
  • A Support Log, which can be generated using the BlackBerry Desktop Software, following the steps contained in KB27739.
  • A File System Dump, which can be generated using the BlackBerry Desktop Software, following the steps contained in KB27739.
  • Remove the battery from the BlackBerry smartphone and reinsert it, allowing the BlackBerry Device Software to start up. If the error message displays again during the start up procedure, please generate another Support Log.
CollapseWorkaround

For BlackBerry Device Software 7.0 and earlier, please either perform a hard reset by removing the battery from the BlackBerry smartphone and reinserting it or perform a reload the BlackBerry Device Software. For more information on how to hard reset the BlackBerry smartphone, see KB02141. For more information on reloading the BlackBerry Device Software, see KB10144.

For BlackBerry Device Software 7.1, if unable to contact the wireless service provider through which the BlackBerry smartphone was purchased or BlackBerry Technical Support Services for further review and support, please ensure the BlackBerry smartphone is running the most current version of BlackBerry Device Software. For more information on updating the BlackBerry Device Software, see KB16068. If unable to contact the wireless service provider through which the BlackBerry smartphone was purchased or BlackBerry Technical Support Services for further review, and the BlackBerry smartphone is running the most current version of BlackBerry Device Software, please either perform a hard reset by removing the battery from the BlackBerry smartphone and reinserting it or perform a reload the BlackBerry Device Software. For more information on how to hard reset the BlackBerry smartphone, see KB02141. For more information on reloading the BlackBerry Device Software, see KB10144.

CollapseAdditional Information

Note: To assist in capturing the error details, contact technical support while the error is still displayed on the BlackBerry smartphone. If possible, do not reset the BlackBerry smartphone or attempt to reload the BlackBerry Device Software until enough information is captured for a full investigation into the cause of the error.

To assist with diagnosing these types of issues, provide as many of the following details as possible:

  • What is the frequency of the issue?
  • Is the issue easily reproduced or does it occur at random?
  • If the issue is able to be reproduced, make note of the steps to take to reproduce the issue.
  • Is there a specific application or function being used when the issue occurs?
  • If BlackBerry smartphone experienced any issues as a result of the error message, such as unable to use the browser?
  • Was BlackBerry Device Software recently updated or any other applications?
  • When was the last backup performed of the data on the BlackBerry smartphone?

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