Troubleshooting Issues with trackpad or trackball not scrolling

Article ID: KB35627

Type: Support Content

Last Modified: 04-17-2015

 

Product(s) Affected:

  • BlackBerry 7 OS and earlier
Jump to: Environment | Overview
CollapseEnvironment
  • BlackBerry 7 and earlier
CollapseOverview

See the lists below that may be used to resolve trackball or trackpad scrolling issues.

Best practices for protecting the trackball or trackpad:

  • Always use a BlackBerry holster or sleeve
  • Do not use the trackball or trackpad with wet or extremely dirty hands

Clean the trackball:

Note: Do not use water, compressed air, or any cleaners on the trackball as this may damage the BlackBerry smartphone.

Clean the trackball using the following steps:

  1. Turn off the BlackBerry smartphone.
  2. Remove the battery from the BlackBerry smartphone.
  3. Press and roll the trackball up for 15 seconds.
  4. Press and roll the trackball down for 15 seconds.
  5. Press and roll the trackball left for 15 seconds.
  6. Press and roll the trackball right for 15 seconds.
  7. Confirm that the trackball feel improves. If the feel does not improve, repeat steps 3 to 6.
  8. 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

  1. From the Home screen, click Options > Screen/Keyboard > Trackball Sensitivity. For BlackBerry 6 or later, click Options > Typing and Language > Trackpad Sensitivity.
  2. In the Trackball Sensitivity or Trackpad Sensitivity menu, select Horizontal Sensitivity or Vertical Sensitivity to change the sensitivity level.
  3. Press the Menu key, and select Save.
    Note: A higher sensitivity number indicates a higher sensitivity level for the trackball or trackpad.

Ensure 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

  1. From the Home screen, select Options.
  2. Select Screen/Keyboard.
  3. Select Trackball Audible Roll (Click).
  4. Rapidly roll the trackball up, down, right, and left.
  5. If you hear the trackball click while not responding, the issue may be resolved by updating the BlackBerry Device Software on the BlackBerry smartphone.
    Update the Black Berry smartphone running BlackBerry OS to the latest version.
    To confirm and update to the latest version of BlackBerry OS software available for your smartphone visit blackberry.com/update.
    For availability, check with your wireless service provider.
  6. If you do not hear the trackball click, the problem may be related to a hardware issue.

BlackBerry 6 and later

  1. From the Home screen, click Options > Typing and Input. For BlackBerry 7 and later, click Options > Typing and Language.
  2. Click Trackpad Sensitivity.
  3. In the Trackpad menu, select Audible Roll.
  4. Rapidly move across the trackpad up, down, right, and left.
  5. If you hear the trackpad click while not responding, the issue may be resolved by updating the BlackBerry Device Software on the BlackBerry smartphone.
    Update the Black Berry smartphone running BlackBerry OS to the latest version.
    To confirm and update to the latest version of BlackBerry OS software available for your smartphone visit blackberry.com/update.
    For availability, check with your wireless service provider.
  6. If you do not hear trackpad click, the problem may be related to a hardware issue.

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