Using the BlackBerry Virtual Expert diagnostics application

Article ID: KB35973

Type: Support Content

Last Modified: 12-17-2014


Product(s) Affected:

  • BlackBerry 10 OS
  • BlackBerry 7 OS and earlier
Jump to: Environment | Overview
  • BlackBerry Virtual Expert
  • BlackBerry 10 smartphones
  • BlackBerry smartphones running BlackBerry OS (5.0 to 7.1)

The BlackBerry Virtual Expert diagnostics application is a simple self-guided diagnostics app made available by BlackBerry. This application provides guidance through a series of hardware tests to produce a test results summary. After the tests, a choice can be made as to whether to send the test result summary data to help improve BlackBerry products and services.

The BlackBerry Virtual Expert is available for download in BlackBerry World. Simply search for BlackBerry Virtual Expert within the BlackBerry World application or visit

Once downloaded, the application can be launched by tapping on the BBVE icon from the Home screen. The BlackBerry Virtual Expert diagnostics application consists of three main screens, which can be viewed by tapping on the corresponding titles at the bottom of the screen:

  • Health
  • Tests
  • Results.

Health Screen

The Health screen provides important details about the BlackBerry 10 smartphone. Some of the details included on this screen are:

  • Device Model and Software version
  • Power
  • Connection
  • Storage

Tests Screen

Within the Tests screen there are a number of tests available. These are available either as bundles of tests within the Test Suites section or as individual tests within the Test Chooser. Choosing a test suite will run a series of tests focusing on a particular area of hardware functionality. Choosing an individual test within the Test Chooser will run only the individual test selected.

To initiate tests, tap on one of the test bundles from the Test Suites or tap choose a test from the Test Chooser and select an individual test. When the test launches, on screen directions will be displayed. Follow the on screen directions until the test has been completed. Upon completing the test, tap on either the Pass icon or the Fail icon to indicate whether or not the test was successful. When running a suite of tests, the next test will display when a Pass or Fail result, or when the test is skipped using the Skip icon.

Results Screen

The Results screen provides a list of the tests that have been passed, failed, and skipped, as well as some suggestions on help content related to the results of the tests.

Results can be submitted by tapping on the Submit button.


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