Using the BlackBerry Virtual Expert diagnostics application

Article ID: KB35973

Type: Support Content

Last Modified: 05-14-2014


Product(s) Affected:

  • Porsche Design P'9982 Smartphone from BlackBerry
  • Z30
  • Z10
  • Q10
  • Q5
  • BlackBerry Bold 9930
  • BlackBerry Bold 9900
  • BlackBerry Bold 9790
  • BlackBerry Bold 9780
  • BlackBerry Bold 9700
  • BlackBerry Bold 9650
  • BlackBerry Bold 9000
  • BlackBerry Curve 9380
  • BlackBerry Curve 9370
  • BlackBerry Curve 9360
  • BlackBerry Curve 9350
  • BlackBerry Curve 9330 (3G)
  • BlackBerry Curve 9320
  • BlackBerry Curve 9315
  • BlackBerry Curve 9310
  • BlackBerry Curve 9300 (3G)
  • BlackBerry Curve 9220
  • BlackBerry Curve 8900
  • BlackBerry Curve 8500 Series
  • BlackBerry Curve 8300 Series
  • BlackBerry Pearl 9100 Series
  • BlackBerry Pearl 8200 Series
  • BlackBerry Pearl 8100 Series
  • BlackBerry Storm 9550
  • BlackBerry Storm 9530
  • BlackBerry Storm 9520
  • BlackBerry Storm 9500
  • BlackBerry 9720
  • BlackBerry 9620
  • BlackBerry Style 9670
  • BlackBerry Torch 9860
  • BlackBerry Torch 9850
  • BlackBerry Torch 9810
  • BlackBerry Torch 9800
  • BlackBerry Tour 9630
  • Porsche Design P’9981 Smartphone from BlackBerry
Jump to: Environment | Overview
  • BlackBerry Virtual Expert
  • BlackBerry 10 smartphones
  • BlackBerry smartphones running BlackBerry OS (5.0 to 7.1)

The BlackBerry Virtual Expert diagnostics application is a simple self-guided diagnostics app made available by BlackBerry. This application provides guidance through a series of hardware tests to produce a test results summary. After the tests, a choice can be made as to whether to send the test result summary data to help improve BlackBerry products and services.

The BlackBerry Virtual Expert is available for download in BlackBerry World. Simply search for BlackBerry Virtual Expert within the BlackBerry World application or visit

Once downloaded, the application can be launched by tapping on the BBVE icon from the Home screen. The BlackBerry Virtual Expert diagnostics application consists of three main screens, which can be viewed by tapping on the corresponding titles at the bottom of the screen:

  • Health
  • Tests
  • Results.

Health Screen

The Health screen provides important details about the BlackBerry 10 smartphone. Some of the details included on this screen are:

  • Device Model and Software version
  • Power
  • Connection
  • Storage

Tests Screen

Within the Tests screen there are a number of tests available. These are available either as bundles of tests within the Test Suites section or as individual tests within the Test Chooser. Choosing a test suite will run a series of tests focusing on a particular area of hardware functionality. Choosing an individual test within the Test Chooser will run only the individual test selected.

To initiate tests, tap on one of the test bundles from the Test Suites or tap choose a test from the Test Chooser and select an individual test. When the test launches, on screen directions will be displayed. Follow the on screen directions until the test has been completed. Upon completing the test, tap on either the Pass icon or the Fail icon to indicate whether or not the test was successful. When running a suite of tests, the next test will display when a Pass or Fail result, or when the test is skipped using the Skip icon.

Results Screen

The Results screen provides a list of the tests that have been passed, failed, and skipped, as well as some suggestions on help content related to the results of the tests.

Results can be submitted by tapping on the Submit button.


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