- BlackBerry 7 and earlier
The following information is intended for retail support representatives who are assisting customers with troubleshooting.
If the customer experiences any issues with the trackpad or trackball not scrolling, use the following as a basis for helping the customer.
Try to duplicate the customer’s issue
Validate the symptoms that the customer is experiencing. For example, practice using, moving, and navigating using the trackball or trackpad to duplicate the customer’s experience.
Check for customer error or insufficient customer knowledge
If the customer does not fully understand the how their BlackBerry smartphone works, provide them with the best usage practices. In this case, no further troubleshooting may be required. For example, educate the customer on best practices for protecting the trackball or trackpad, including the following:
- Always use a holster or sleeve
- Do not use the trackball or trackpad with wet hands
Clean the trackball
The trackball on a BlackBerry smartphone can get dirty from everyday use.
Note: Do not use water, compressed air, or any cleaners on the trackball. This damages the BlackBerry smartphone and voids the warranty.
Hint: Removing the battery as part of this process helps to avoid accidental key presses.
To clean the trackball, complete the following steps:
Turn off the BlackBerry smartphone.
Remove the battery from the BlackBerry smartphone.
Press and roll the trackball up for 15 seconds.
Press and roll the trackball down for 15 seconds.
Press and roll the trackball left for 15 seconds.
Press and roll the trackball right for 15 seconds.
Confirm that the trackball feel improves. If the feel does not improve, repeat steps 3 to 6.
Reinsert the battery and test trackball performance.
Test trackball or trackpad sensitivity
To test trackball or trackpad sensitivity, complete the following steps:
BlackBerry Device Software 5.0 and later
- From the Home screen, click Options > Screen/Keyboard > Trackball Sensitivity. For BlackBerry 6 or later, click Options > Typing and Language > Trackpad Sensitivity.
- In the Trackball Sensitivity or Trackpad Sensitivity menu, select Horizontal Sensitivity or Vertical Sensitivity to change the sensitivity level.
- Press the Menu key, and select Save.
Note: A higher sensitivity number indicates a higher sensitivity level for the trackball or trackpad.
Make sure the trackpad or trackball is not affected by a software freeze or by an application freezing
To check if a software freeze is affecting the trackball or trackpad, complete the following steps:
BlackBerry Device Software 5.0
- From the Home screen, select Options.
- Select Screen/Keyboard.
- Select Trackball Audible Roll (Click).
- Rapidly roll the trackball up, down, right, and left.
- If you hear the trackball click while not responding, the issue may be resolved by updating the BlackBerry Device Software on the BlackBerry smartphone.
- If you do not hear the trackball click, the problem may be related to a hardware issue.
BlackBerry 6 and later
- From the Home screen, click Options > Typing and Input. For BlackBerry 7 and later, click Options > Typing and Language.
- Click Trackpad Sensitivity.
- In the Trackpad menu, select Audible Roll.
- Rapidly move across the trackpad up, down, right, and left.
- If you hear the trackpad click while not responding, the issue may be resolved by updating the BlackBerry Device Software on the BlackBerry smartphone.
- If you do not hear trackpad click, the problem may be related to a hardware issue.
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(b) not to copy, distribute, disclose or reproduce, in full or in part any of the documents without the express written consent of RIM.
Visit the BlackBerry Technical Solution Center at www.blackberry.com/btsc.