Blank screen (black or white )

Article ID: KB35502

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.

The customer may experience a blank screen—fully black or fully white—on the BlackBerry smartphone.

Note: The display is black with a slight blue tint when the backlight is on but no content is shown by the BlackBerry smartphone, such as during boot up. The display is fully black when the BlackBerry smartphone is off or the display has turned off due to the Screen Lock Timeout setting.

To check the display, complete the following steps:

  1. Make sure the BlackBerry smartphone is on by tapping Lock key located at the top of the BlackBerry smartphone.
  2. If the BlackBerry smartphone is turned on but the display is off due to the Screen Lock Timeout setting, wake it by swiping your finger from the bottom of the display toward the top. If the BlackBerry smartphone is busy, there may be a short delay in response. Wait a few seconds and swipe again.
    Note: If the display doesn’t light up after swiping upwards, the Allow Gestures when Locked setting may be turned off. Tap the Lock key once to wake the BlackBerry smartphone, and swipe up from the bottom of the display to access the BlackBerry smartphone.
     
  3. Connect the BlackBerry smartphone to an HDMI-equipped display. To view the relevant tutorials about how to connect to an external HDMI display, visit docs.blackberry.com. Under the BlackBerry Manuals & Help section, choose BlackBerry Manuals > Smartphones > BlackBerry smartphones. Choose the relevant BlackBerry smartphone model. Tutorials are easily identified in the list by the word Tutorials at the beginning of the title.
    Note: Only select BlackBerry 10 smartphones are equipped with an HDMI port.
     
  4. If BlackBerry smartphone content appears on the external HDMI display but not on the BlackBerry smartphone display, there may be a hardware issue with the BlackBerry smartphone display.
  5. Send a message to the BlackBerry smartphone to trigger a notification response such as a sound, vibration, or LED blinking. If there is no response, the BlackBerry smartphone may not be active or connected to a network. If a notification response is detected but the BlackBerry smartphone does not respond to wake gestures, there may be a hardware issue with the display.
  6. Restart the BlackBerry smartphone.

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