Display is frozen at the BlackBerry smartphone start-up splash screen

Article ID: KB24107

Type: Support Content

Last Modified: 12-20-2011

 

Product(s) Affected:

  • BlackBerry Curve 8500 Series
  • BlackBerry Bold 9000
  • BlackBerry Curve 8900
CollapseEnvironment
  • BlackBerry® Bold™ 9000 smartphone
  • BlackBerry® Curve™ 8900 smartphone
  • BlackBerry® Curve™ 8520 smartphone
  • BlackBerry® Device Software 5.0.0 release 1385 (consisting of Application Version 5.0.0.822 and Platform 5.2.0.76)
  • DT 787457
CollapseOverview

When the BlackBerry® smartphone starts up, the device display remains frozen on the AT&T® branded splash screen.

CollapseCause

This issue was caused by a third-party application that did not load correctly after the BlackBerry Device Software upgrade.

CollapseResolution

Remove the AT&T myWireless Mobile application from the smartphone. The instructions are outlined below:

  1. Start the smartphone in Safe Mode - for instructions, see KB17877.
  2. On the smartphone Home screen, go to Options > Applications (depending on theme, it may be Settings > Options > Applications).
  3. Select the myWireless Mobile application, press the Menu key, and select Delete.
  4. Pull the battery to reset the smartphone and allow it to boot up.
CollapseAdditional Information

AT&T is working on updating the myWireless Mobile application to resolve this issue.

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