How to recover a BlackBerry smartphone from any state

Article ID: KB27956

Type: Support Content

Last Modified: 02-06-2012


Product(s) Affected:

  • BlackBerry 7 OS and earlier
  • BlackBerry® smartphones
  • Microsoft® Windows®

How to to recover a BlackBerry® smartphone after all other possible means of recovery have been exhausted.

  1. Remove the battery from the BlackBerry smartphone.
  2. Open a web browser and navigage to the following link.  
  3. Click Check for Updates.
  4. Wait for the Device Connection dialog box to appear with no result for pin.
  5. Connect the BlackBerry smartphone to the computer with the battery removed.
  6. Press Ok when the PIN field is populated with the BlackBerry smartphones PIN number or PIN-Unknown is displayed.

    Note: Some BlackBerry smartphones may be in a reset loop, which will cause the field to populate and depopulate. This is not an issue; pressing OK when the PIN field is populated will allow the process to move forward.

  7. Select the appropriate version of BlackBerry Device Software and applications for the BlackBerry smartphone, click Next.
  8. At the Review the following options before you begin dialog, insert the battery without unplugging the USB cable.
  9. Press Install update.
CollapseAdditional Information
Using this method to reload BlackBerry Device Software will not backup user data. All user data on the BlackBerry smartphone will be lost.


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