Error "Reload Software: 552" is displayed on the BlackBerry smartphone

Article ID: KB18751

Type: Support Content

Last Modified: 11-26-2012

 

Product(s) Affected:

  • BlackBerry Bold 9780
  • BlackBerry Bold 9700
  • BlackBerry Bold 9650
  • BlackBerry Bold 9000
  • BlackBerry Curve 9330
  • BlackBerry Curve 9300
  • BlackBerry Curve 8900
  • BlackBerry Curve 8500 Series
  • BlackBerry Curve 8300 Series
  • BlackBerry Pearl 9100 Series
  • BlackBerry Pearl 8200 Series
  • BlackBerry Storm smartphones
  • BlackBerry Style 9670
  • BlackBerry Torch 9800
  • BlackBerry Tour 9630
CollapseEnvironment
  • BlackBerry Device Software 4.6.0 to 6.0
  • DT 364168
CollapseOverview

The BlackBerry smartphone stops responding and one of the following error messages appears:

  • Reload software: 552 or App Error 552
CollapseCause

The BlackBerry smartphone encountered a Java Virtual Machine (JVM) application related problem and is unable to continue running.

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.

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