How to clean reload the BlackBerry 10 OS or BlackBerry PlayBook OS using BlackBerry Link

Article ID: KB34045

Type: Support Content

Last Modified: 03-18-2014

 

Product(s) Affected:

  • BlackBerry 10 OS
  • BlackBerry Link
  • BlackBerry PlayBook tablets
Jump to: Environment | Overview
CollapseEnvironment
  • BlackBerry Link 1.2.3.23 (for Windows)
  • BlackBerry Link 1.2.1.10 (for Mac OS)
  • BlackBerry 10 OS
  • BlackBerry PlayBook OS
CollapseOverview

Standard troubleshooting should always be performed and logs should be submitted for review prior to reloading device software.

Only proceed with reloading the device software to the BlackBerry 10 smartphone or BlackBerry PlayBook tablet if instructed by BlackBerry Technical Support Services or as directed by another BlackBerry Knowledge Base (KB) article.

Warning: The following procedure will delete all data and applications on the BlackBerry device. If possible, back up the data prior to performing the procedure. For information on how to back up data from the BlackBerry 10 smartphone or BlackBerry PlayBook tablet, see KB33526.

Before proceeding, download and install (or update to) the latest version of BlackBerry Link found at www.blackberry.com/blackberrylink.

To reload the BlackBerry 10 OS or BlackBerry PlayBook OS, complete the following steps:

BlackBerry Link version 1.2.3.23 (Windows):

  1. Open BlackBerry Link.
  2. Ensure the computer is connected to the Internet.
  3. Power off the BlackBerry 10 smartphone or BlackBerry PlayBook tablet.
  4. Connect the device to the computer via the USB cable.
  5. Under the Devices heading, click the device name when it is displayed.
  6. Click Preferences at the top-right.
  7. On the left, click Reload Device Software.
  8. Click the Reload button.
  9. Click OK to confirm.

BlackBerry Link version 1.2.1.10 (Mac OS):

  1. Open BlackBerry Link.
  2. Ensure the computer is connected to the Internet.
  3. Power off the BlackBerry 10 smartphone or BlackBerry PlayBook tablet.
  4. Connect the device to the computer.
  5. Click the device name when it is displayed on the left.
  6. Click the Reload button.
    Note: If the device is not detected by BlackBerry Link, at the top of the screen in the menu bar, click BlackBerry Link > Preferences > Reload to complete the reload.

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