BlackBerry Z10 smartphone hangs on updating software when going through the initial setup

Article ID: KB33628

Type: Support Content

Last Modified: 12-19-2013


Product(s) Affected:

  • Z10
  • BlackBerry Z10 smartphone
  • PR 279672
When going through the initial setup of the BlackBerry Z10 smartphone, the software update process may hang if it is reached within 90 seconds of the device startup.

This issue has been resolved in BlackBerry 10 OS version 10.0.10 and later.


The BlackBerry smartphone will resolve the issue itself after 10 minutes if left alone. If the device is restarted the device will need to wait an additional 10 minutes. It is recommended to not remove the battery or restart the smartphone if it is in this state.

When going through the setup wizard for the first time, this issue may be avoided by allowing the device to wait 2 minutes on any screen before reaching the software update screen. Screen example: Waiting on the BlackBerry ID login screen. It is recommended to not remove the battery or restart the smartphone during this process.


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