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

Article ID: KB24107

Type: Support Content

Last Modified: 08-18-2014

 

Product(s) Affected:

  • BlackBerry Bold 9000
  • BlackBerry Curve 8900
  • BlackBerry Curve 8500 Series
CollapseEnvironment
  • BlackBerry Bold 9000
  • BlackBerry Curve 8900
  • BlackBerry Curve 8520
  • BlackBerry Device Software 5.0.0.822 (Bundle 1385)
  • DT 787457
CollapseOverview

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

CollapseCause

A third-party application did not load correctly after the BlackBerry Device Software upgrade.

CollapseResolution

This has been corrected in BlackBerry Device Software 5.0.0.1067 (Bundle 1728). Please ensure that the BlackBerry smartphone is running the latest device software.

For more information on this procedure, refer to KB16068

CollapseWorkaround

Remove the AT&T myWireless Mobile application from the BlackBerry smartphone by completing the following steps:

  1. Start the device in Safe Mode - for instructions, see KB17877.
  2. On the 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. Perform a Hard Reset on the BlackBerry smartphone by removing the battery and reinserting it. For more information on this step, refer to KB02141

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