BlackBerry Messenger icon disappears from the home screen of the BlackBerry smartphone

Article ID: KB23968

Type: Support Content

Last Modified: 06-17-2014

 

Product(s) Affected:

  • BlackBerry Messenger for BlackBerry OS 7 and earlier
CollapseEnvironment
  • BBM 8.5.0.18
  • BlackBerry 7
  • BlackBerry 6
  • BlackBerry Device Software 5.0
CollapseOverview

After an upgrade to BBM version 8.5.0.18, the BBM icon disappears from the home screen of the BlackBerry smartphone.

Also, when viewing the BBM application via BlackBerry World, it shows as installed.

Before attempting any of the resolution steps listed below first collect logs from the BlackBerry smartphone. Follow the steps in KB27739 to collect logs.

CollapseCause

Cause 1

The installation of BBM did not complete.

Cause 2

The minimum required version of BlackBerry Device Software (as outlined below) has not been met.

BlackBerry Device Software Minimum required version
BlackBerry Device Software 5.0 5.0.0.262
BlackBerry 6 6.0.0.75
BlackBerry 7 7.0.0.241
BlackBerry 7.1 7.1.0.163

Cause 3

The BBM icon is hidden from the home screen.

CollapseResolution

Cause 1

The installation of BBM did not complete.

Resolution 1

  1. Confirm that the BBM icon has not been relocated to a folder, such as Downloads or Instant Messaging, on the home screen.
  2. If the BlackBerry smartphone is running BlackBerry 6 to 7, confirm the icon is not hidden by using the Universal Search feature.
  3. Perform a hard reset. For instructions, see KB02141.
  4. If the icon is not displayed after completing a hard reset, attempt to download and install BBM again. Click here to download BBM from BlackBerry World.

Cause 2

The minimum required version of BlackBerry Device Software (as outlined in the chart above) has not been met.

Resolution 2

Update the BlackBerry Device Software to the latest approved version as indicated by the chart above. See KB16068 for steps to complete the update.

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

Note: For users running BlackBerry Messenger 5.0 or later, prior to updating the device software it is recommended to backup the BlackBerry Messenger contact list. For instructions, see KB20554.

Cause 3

The BlackBerry Messenger icon is hidden from the home screen.

Resolution 3

  1. From the home screen click the Menu key and select Show All Icons. This will display all icons that were previously hidden.
  2. Ensure the BBM icon is not transparent (This which would indicate that the application is hidden from the home screen).
  3. If the icon is transparent, highlight the BBM icon, click the Menu key, and select Unhide Icon.

If the issue remains after attempting the Resolution steps above and you already have an open support ticket with BlackBerry Technical Support Services, reply to latest email that you received.

Within the reply indicate that you are still experiencing issues with the BBM icon missing and request that your ticket be escalated for further investigation.

CollapseAdditional Information

BBM 6.0 and above has the following minimum requirements:

  • 4 MB of available application storage.
  • BlackBerry Device Software 5.0 or later.
  • An active wireless data plan.

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

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Visit the BlackBerry Technical Solution Center at www.blackberry.com/btsc.