Issues with the BlackBerry smartphone display

Article ID: KB35437

Type: Support Content

Last Modified: 01-14-2014

 

Product(s) Affected:

  • BlackBerry 10 OS
Jump to: Environment | Overview
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  • BlackBerry 10 OS
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The following information is intended for retail support representatives who are assisting customers with troubleshooting.

The customer may experience the following issues with their BlackBerry smartphone display. These issues could be either display or power-related:

  • The BlackBerry smartphone display is black, but the LED is functioning.
  • The BlackBerry smartphone display is black and the LED is not functioning.
  • The charge indicator does not appear on the BlackBerry smartphone during charging.

Troubleshooting steps:

  • Test the display of the BlackBerry smartphone.
  • If the charge indicator does not appear during charging, physically inspect the BlackBerry smartphone USB port. If the physical inspection does not reveal issues with the USB port, use a known  good charger of the recommend type for the customer’s model of BlackBerry smartphone to begin testing.

Note: The Auto On/Off feature (which allows the customer to set a time for their BlackBerry smartphone to turn off and on again) is not available for BlackBerry 10. Verify that the customer is not trying to use the Auto On/Off feature on their BlackBerry 10 smartphone.

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