Trackpad, trackball, or keyboard not working on a BlackBerry smartphone

Article ID: KB29640

Type: Support Content

Last Modified: 06-25-2014

 

Product(s) Affected:

  • BlackBerry 7 OS and earlier
CollapseEnvironment
  • BlackBerry smartphones running BlackBerry OS (5.0 to 7.1)
CollapseOverview
In some situations, a BlackBerry smartphone with a trackpad or trackball may experience issues with sensitivity, latency, or scrolling. Additionally, the BlackBerry smartphone keyboard, or other buttons may be unresponsive.
CollapseCause
This issue might be caused by one of the following:
  1. The trackball/trackpad sensitivity needs to be adjusted.
  2. Make sure the trackball/trackpad is not affected by a software freeze or an application freezing.
  3. The BlackBerry Device Software is out of date and requires an update to resolve the trackpad, trackball or keyboard issue.
  4. The physical trackpad, trackball or keyboard hardware is malfunctioning.
CollapseResolution
Cause 1

The trackball/trackpad sensitivity needs to be adjusted.

Resolution 1

Complete the steps in KB05447 to ensure the trackball/trackpad sensitivity is correctly.

Cause 2

Make sure the trackball/trackpad is not affected by a software freeze or an application freezing.

Resolution 2

For BlackBerry smartphones running BlackBerry Device Software 5.0 using a trackball, complete the following:
  1. From the Home screen, select Options.
  2. Select Screen/Keyboard.
  3. Ensure Trackball Audible Roll is selected.
  4. Rapidly roll the trackball up, down, right, and left.
  5. If an audible click is heard while not responding, proceed to Resolution 4 as this could be a software related problem.
  6. If an audible click is not heard, the problem may be related to a hardware issue. Please contact the wireless service provider for additional steps.
For BlackBerry smartphones running BlackBerry 6 or BlackBerry 7 using a trackpad, complete the following:
  1. From the Home screen, select Options.
  2. Select Typing and Language.
  3. Select Trackpad Sensitivity.
  4. Ensure Audible Roll is selected.
  5. Rapidly roll the trackpad up, down, right, and left.
  6. If an audible click is heard while not responding, proceed to Resolution 4 as this could be a software related problem.

If an audible click is not heard, the problem may be related to a hardware issue. Please contact the wireless service provider for additional steps.

Cause 3

The BlackBerry Device Software is out of date and requires an update to resolve the trackpad, trackball or keyboard issue.

Resolution 3

To update BlackBerry Device Software using BlackBerry Desktop Software see, KB11320.

or

To update the BlackBerry Device Software on the BlackBerry smartphone visit http://www.blackberry.com/update/

Cause 4

The physical trackpad, trackball or keyboard hardware is malfunctioning.

Resolution 4

Use the BlackBerry Virtual Expert diagnostics application. For more information, see KB35973.

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