- BlackBerry 10 OS
The following information is intended for retail support representatives who are assisting customers with troubleshooting.
If a customer cannot save videos to the media card on their BlackBerry smartphone, use the following as a basis for helping the customer:
Ask the customer if they use an older or slower media card
Determine if the customer uses a media card slower than Class 4. A Class 4 or faster media card is required for the Video Camera application to record 1080p video directly onto the media card. If a media card slower than Class 4 is used, 1080p video recording must be stored to device memory.
If the customer uses a media card that is not, at a minimum, Class 4, insert a Class 4 or faster media card and test the 1080p video recording functionality.
Ask the customer how they formatted their media card
Determine how the customer formatted their media card. For instance, if the customer formatted the media card in their computer, the media card may be formatted using an unsupported file system, such as ext2 as used in Linux, which is not recognized by the BlackBerry smartphone.
Note: FAT32 is an example of a supported file system.
If the customer incorrectly formatted their media card, insert the media card into the BlackBerry smartphone and format it using the following steps:
- Swipe down from the top of the display > tap Settings > tap Storage and Access > tap Format Media Card.
Note: Before you format a customer's media card, make sure to backup the customer's data. Backup methods may include the following:
- Copy the data on the media card to the customer’s computer or other device.
- Use cloud services like Box, iCloud, or Dropbox.
- Use email applications to locally store content.
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Visit the BlackBerry Technical Solution Center at www.blackberry.com/btsc.