1. RayRay5's Avatar
    I've tried numerous hard resets, connected it to Link and it won't even allow me to do a factory reset. Link just crashes and the phone boots up then keeps getting stuck at the finalizing screen.
    01-31-16 10:46 PM
  2. martinjdub's Avatar
    Have a tried to press down on both volume rockers for 10 seconds with and without it being connected to link? Might want to give that a go.
    02-02-16 05:13 PM
  3. RayRay5's Avatar
    Yes, I have tried that numerous times. I've taken it to a Rogers store in my home town, and they too could not get it to unfreeze at that point. They also attempted numerous 'hard resets' (which is the method you speak of I believe), connected it to their computer to do a diagnostics check and then tried a reset to factory settings. None of this worked.
    Thanks for your response.
    02-02-16 05:42 PM
  4. martinjdub's Avatar
    Sorry to hear that. My niece had a similar issue and she ended up sending it back to BlackBerry and it was replaced. Good luck!

    Oh, you may want to ensure your rocking the latest BlackBerry link...I've ran into times where a legacy version didn't play nice.

    Posted via CB10 and the BlackBerry Passport
    02-02-16 07:43 PM
  5. RayRay5's Avatar
    Thank-you again for your help. Just curious, how old was your niece's phone? Was it replaced because it was still under warranty, or just because blackberry decided to be nice? Yes, I am using latest Link, but I've noticed some glitches after installing El Capitan on my Mac. ???Maybe Link and El Capitan don't 'play nice' together??
    Thanks again, greatly appreciated.
    02-02-16 07:52 PM
  6. northsixty's Avatar
    My phone also froze like that, at possibly the worst time too. I was able to reset it using Blackberry Link but you might need to try a different desktop computer. I've had some computers (including a brand new Macbook Air) not be able to recognize the device.

    Also if your device isn't recognized automatically there is a way to go into the software menus and try to find it for a reset. I don't remember how I did it but I'm sure someone can chime in. I'm sorry I can't be more specific as I don't normally have access to any computers that can run Blackberry Link.
    02-03-16 11:05 AM
  7. AOA's Avatar
    I've tried numerous hard resets, connected it to Link and it won't even allow me to do a factory reset. Link just crashes and the phone boots up then keeps getting stuck at the finalizing screen.
    I got this problem this morning (now yesterday morning)...about 18 hours ago. I had sent a WhatsApp message as soon as I woke up, and then decided to restart the phone because its behaviour was a bit "off" - none of the other apps was opening. After the restart, none of the apps would open, but I still had telephone functionality - I could make and receive calls, although the call logs would not reflect the calls made or received. At work, I did some research and learned that my phone was probably in the midst of an OS upgrade. I tried hard restarts with and without the SIM card, but it always came back to the same thing, with one variation - the call log might or might not be present when the phone was restarted.

    When I got home, I hooked the phone up to my Mac (partitioned disk running OS X 10.9 Mountain Lion) via USB. Even though the connection was recognized by the computer at the time of the hookup (it identified the phone by its PIN), neither Blackberry Link, Blackberry Blend, nor Sachesi could connect to the phone. It was during this phase that I started getting the "Finalising device setup" issue.

    HERE'S THE FIX THAT WORKS FOR ME (I've done it over and over):
    1. Make sure the SIM card is in the phone
    2. Restart the Phone (not connected to the computer)
    2. While the phone is starting up, press on the screen at regular intervals, long enough for the the Blackberry logo to fade out and the percentage startup figures to show up, AND releasing the screen as soon as the number shows, so that the numbers fade, and the Blackberry logo is visible again.
    3. Repeat at regular intervals during the startup process (I tried to do it twice for every 10% range - twice between 0% and 10%, twice between 11% and 20%, etc....it's not an exact science).
    4. When it gets to 100% you should have a startup screen with your carrier's name/logo.

    NOTE: THIS FIX DOES NOT RESTORE FUNCTIONALITY TO APPS! BUT IT ALLOWS YOU TO MAKE AND RECEIVE CALLS. Some apps may open if you click on them immediately after completing a successful restart, but they won't be much use. Your experience may be different though. Cheers, and good luck to us all!
    04-19-17 11:40 PM

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