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
  • BlackBerry® Bold™ 9000 smartphone
  • BlackBerry® Curve™ 8900 smartphone
  • BlackBerry® Curve™ 8520 smartphone
  • BlackBerry® Device Software 5.0.0 release 1385 (consisting of Application Version and Platform
  • DT 787457

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


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


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.


By downloading, accessing or otherwise using the Knowledge Base documents you agree:

   (a) that the terms of use for the documents found at www.blackberry.com/legal/knowledgebase apply to your use or reference to these documents; and

   (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.