Issues with BBM

Article ID: KB35478

Type: Support Content

Last Modified: 01-14-2014


Product(s) Affected:

  • BlackBerry 10
Jump to: Environment | Overview
  • BlackBerry 10 OS
  • BBM

The following information is intended for retail support representatives who are assisting customers with troubleshooting.

Explore the customer experience

  • Ask the customer if they can view an avatar for their BBM contacts.
  • Ask the customer if they can send messages to their BBM contacts.
  • Determine if the customer sees a red x after they attempt to send a BBM message.

Troubleshooting steps

  • If a contact’s avatar is missing, advise the customer to delete and re-add the contact.
    Note: For more information on contacts with missing avatars in BBM, visit and search for KB33495.
  • If a customer cannot send a message to a BBM contact, verify that the customer’s BlackBerry smartphone is connected to either Wi-Fi or a mobile network. Advise the customer to hold their finger down on the failed message until the cross cut menu appears, and then tap Resend
  • For more information on failed messages that display a red x, visit and search for KB33543.


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