Device switch issues and questions to ask

Article ID: KB35489

Type: Support Content

Last Modified: 01-14-2014

 

Product(s) Affected:

  • BlackBerry 10
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.

Issues with an incomplete device switch

  • How did the customer switch?
  • What was successfully transferred?
  • What is missing?
    Note: For more information on missing settings, data, or applications, visit www.blackberry.com/btsc and search for and KB33523.
  • Where is the missing data stored?
  • Is the missing data synched over the wireless network?
  • Does the customer wish to restore their data to their previous device?

Device switch issues and questions to ask

The customer may experience the following issues with switching devices:

  • Ask the customer if they are having issues navigating with gestures.
    • If the customer experiences any difficulty or has any questions with gestures, advise them to practice with the gesture tutorials. These tutorials are located in the Setup application under the Learn How section. 
       
  • The customer cannot transfer information to a BlackBerry 10 smartphone using BlackBerry Link.
    • Is there an operating system reason, such as a BlackBerry smartphone running OS 4 or earlier, or a non-BlackBerry device?
    • Is there a physical reason, such as a faulty micro-USB cable or a faulty micro-USB port? 
       
  • The customer cannot transfer items from a BlackBerry smartphone using a media card.
    • Is there an operating system reason, such as a BlackBerry smartphone running OS 6 or earlier, or a non-BlackBerry device?
    • Is there a physical reason, such as a faulty media card or a faulty media card tray? 
       
  • The customer has problems transferring information from a non-BlackBerry device.
    • How is the data stored? If it is stored online, can that source be set up (for example, Facebook or Gmail) or synced (for example, Dropbox) to the BlackBerry 10 smartphone? 
       
  • The customer can transfer some new data from an old device, but not all the data.
    • Are the items to be transferred over the wireless network synced to a BlackBerry Enterprise Server or an email service provider?
    • Do the items depend on hardware identifiers, such as Bluetooth pairings?
    • Does the new BlackBerry 10 smartphone have an appropriate application to receive the data from the old device? 
       
  • The customer has problems using their BlackBerry ID on a new device.
    • Are the issues related to authentication? 
       
  • The customer cannot restore BBM contacts and groups.
    • Is the customer using a version of BBM earlier than 7 on their old BlackBerry smartphone?
    • Is the customer using the same BlackBerry ID for their new BlackBerry 10 smartphone? 
       
  • The customer does not see Password Keeper data.
    • Has the customer installed the Password Keeper application on their new BlackBerry 10 smartphone?
    • If the customer installed the Password Keeper application on their new BlackBerry 10 smartphone, have they correctly typed their old Password Keeper password to access the old Password Keeper data? 
       
  • The customer cannot use their old SIM card.
    • BlackBerry 10 smartphones use micro SIM cards; full size SIM cards used in older model BlackBerry smartphones do not fit. Ask the customer to contact their wireless service provider to get a new micro SIM card.
    • The customer must not modify their old SIM card to fit into their BlackBerry 10 smartphone. Modifying a SIM card may cause data connectivity issues and could lead to higher data costs.

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