Issues with keys sticking or not responding on the BlackBerry smartphone keyboard

Article ID: KB35628

Type: Support Content

Last Modified: 01-14-2014

 

Product(s) Affected:

  • BlackBerry 7 OS and earlier
Jump to: Environment | Overview
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  • BlackBerry 7 and earlier
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The following information is intended for retail support representatives who are assisting customers with troubleshooting.

If the customer experiences any issues with keys sticking or not responding on a BlackBerry smartphone keyboard, use the following as a basis for helping the customer:

Perform a keyboard test

Press all of the keys on the keyboard, as well as the top and side keys, making sure that each key has an audible and tactile click when pressed.

If the customer’s issue persists after initial physical inspection and basic troubleshooting steps, complete the following steps:

  1. Open the MemoPad application. Create a new memo.
  2. In the body of the memo, type The quick brown fox jumps over the lazy dog.
  3. Verify that all letters appear.
  4. Delete the word lazy from the sentence and verify that the Delete key functions.
  5. Press the $ key and verify that the currency symbol appears. You may be prompted to select a currency type.
  6. Press the alt key and verify that the alt icon appears at the upper-right of the screen.
  7. Press the sym key and verify that the symbol menu opens.
  8. Scroll through the menu and select a symbol. Make sure the selected symbol appears.
  9. Press the left Shift key and verify that the aA icon appears at the upper-right of the screen. Press the letter Q.
  10. Verify that an uppercase Q appears.
  11. Press the right Shift key and verify that the aA icon appears at the upper-right of the screen. Press the letter Q.
  12. Verify that an uppercase Q appears.
  13. Press the Escape key and discard the memo.

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