Torch #7 has crashed..

**BionicKris** · 03-09-2012, 05:24 PM

I am BEYOND frustrated after Torch 9800 #7 crashed the other day- the 6th one since November. Each time they have gotten stuck in the reboot cycle after uninstalling or reinstalling an app in App World. The last 2 phones crashed before the replacements were even sent back, the most recent 3 hours after powering up! Here's a summary of what we worked through:

On Friday 3/2 I was on with an AT&T rep for 3.5 hours and it was then "escalated" to a rep at BB on Sat. 3/3 for another 4.5 hours. We uninstalled/reinstalled the OS multiple times with no luck. On my PC (Win XP) when we went through Apploader/ Loader/Connections no PIN # was coming up for my BB. We also ended up having to uninstall/reinstall BB Desktop Software 6 a few times since I keep getting error messages and it crashes as soon as it opens. (The BB rep didn't know what to do about that either. When I mentioned that some people have had luck rolling back to BDS 5 he said it wasn't a good idea.) To get BDS to open with no problems I actually had to add the BB as an admin user on my PC (Windows XP) and then restart BDS in a "clean boot" to get it running. As soon as I switched back to normal startup mode and tried to run BDS it crashed once again. VERY frustrating..

After I power up the new handset I only replace the BB Protect app to recover my data to start, not reinstalling everything at once, as I have heard that can be a problem. I also don't use any apps not offered on App World. To try and cover all bases I have also tried using a different BB power/USB cable, battery and computer with no luck. I also did not connect my BB to my PC any time until AFTER it crashed.

While on today's service call I mentioned to the AT&T rep that in the service call from Friday 3/2 the rep said they might replace the 9800 with a 9810 to keep my business after so many 9800 failures. Of course, today AT&T said they can only replace it with ANOTHER 9800. They CAN file a claim which will take 3-5 days, to decide whether to replace it once again or with an "equivalent model", so I'm SOL until then. Today I hit the 1yr. mark of my 2 yr. contract. If I want to upgrade to the 9810 it will cost me $299- no offer of any deal to extend my contract. What a ripoff!

Has anyone else run into multiple replacements with their Torch 9800??

**costas1966** · 03-09-2012, 05:45 PM

My guess would be that you're getting refurb units...possibly one reason for the failures?

**BionicKris** · 03-09-2012, 05:59 PM

It wouldn't surprise me. Who knows, I may have gotten one of my previous phones back after refurbishing. Hmmm...

**saudadeii** · 03-09-2012, 06:31 PM

I have had my 9800 for over a year and has been extremely reliable. I'm on BES, use BBM, BB Maps, BB Traffic, Google Maps, FB, Twitter, a bunch of other apps, and have 4 other email accounts besides my corp one. I also have about 12gb of music and movies on my SD card. I bridge it to my Playbook and occasionally even tether my laptop to it.

My point (sometimes long in making) is I don't understand why you (and others) have so many issues. Seven times suggests it's not a random coincidence. However, there are plenty of opposite examples (like mine) that suggest it's not a core HW/SW issue.

Hopefully it all works out for you.

**BionicKris** · 03-09-2012, 07:20 PM

Thanks, I hope so. My Torch was fine and ran without a hiccup for months. I had posted on message boards how happy I was with my phone. I had 3 email accts. BB Traffic. maps. Facebook, Twitter and a slew of other apps, lots of music, pictures and video. I love the Torch and want another one. The 1st time it went I loaded an update to the FB app, put it down while it rebooted and I picked it up just as it finished one cycle and started over. I didn't do anything unusual, load leaked software or anything like that. Crash #2 happened after I loaded an app my brother recommended (who worked for Verizon and owns a BB). He was right there and watched as it rebooted... and rebooted again for no reason.n He didn't know what set it off either.

Sometimes things happen with electronics for reasons that can't be explained, and I understand that. Maybe I am getting recycled refurbished units, but for 7 of them? That's odd. I might understand if I was clumsy with my phone and something happened after a drop or something, but that hasn't happened once. The down time between units is very frustrating since this is my only phone. Maybe #8 will be the charm

**cezley** · 03-09-2012, 10:55 PM

OPEN you have way more patience then I do bud, I feel for ya
I hope the 8th one works out for you.
Is there any way you can find out if they have been sending you refurbished phones?

**cezley** · 03-09-2012, 10:55 PM

Derrr I meant to write OP

**BionicKris** · 03-10-2012, 12:54 AM

Thanks! I'd like to find out myself if there is a way to tell. These all look brand new with not a scratch on them (on paint or plastic). They also have pieces of the clingy plastic sheets all over, as new phones do: On the screen, the buttons and trackpad below the screen, the lock/mute button bar on top as well as the piece with the tab that covers the back side of the slider.

I'm wondering if they're new since they are basically giving the 9800 away for free in plans these days. If I find out a way to spot a refurbished model I'll let you know.

**AWDragon200** · 03-10-2012, 11:20 PM

Originally Posted by BionicKris

I am BEYOND frustrated after Torch 9800 #7 crashed the other day- the 6th one since November. Each time they have gotten stuck in the reboot cycle after uninstalling or reinstalling an app in App World. The last 2 phones crashed before the replacements were even sent back, the most recent 3 hours after powering up! Here's a summary of what we worked through:

On Friday 3/2 I was on with an AT&T rep for 3.5 hours and it was then "escalated" to a rep at BB on Sat. 3/3 for another 4.5 hours. We uninstalled/reinstalled the OS multiple times with no luck. On my PC (Win XP) when we went through Apploader/ Loader/Connections no PIN # was coming up for my BB. We also ended up having to uninstall/reinstall BB Desktop Software 6 a few times since I keep getting error messages and it crashes as soon as it opens. (The BB rep didn't know what to do about that either. When I mentioned that some people have had luck rolling back to BDS 5 he said it wasn't a good idea.) To get BDS to open with no problems I actually had to add the BB as an admin user on my PC (Windows XP) and then restart BDS in a "clean boot" to get it running. As soon as I switched back to normal startup mode and tried to run BDS it crashed once again. VERY frustrating..

After I power up the new handset I only replace the BB Protect app to recover my data to start, not reinstalling everything at once, as I have heard that can be a problem. I also don't use any apps not offered on App World. To try and cover all bases I have also tried using a different BB power/USB cable, battery and computer with no luck. I also did not connect my BB to my PC any time until AFTER it crashed.

While on today's service call I mentioned to the AT&T rep that in the service call from Friday 3/2 the rep said they might replace the 9800 with a 9810 to keep my business after so many 9800 failures. Of course, today AT&T said they can only replace it with ANOTHER 9800. They CAN file a claim which will take 3-5 days, to decide whether to replace it once again or with an "equivalent model", so I'm SOL until then. Today I hit the 1yr. mark of my 2 yr. contract. If I want to upgrade to the 9810 it will cost me $299- no offer of any deal to extend my contract. What a ripoff!

Has anyone else run into multiple replacements with their Torch 9800??

It's happened to me a few times on my Torch 9800 but I never had to return it. Just pulled battery, hooked up to Desktop Manager, re-installed OS by selecting Update.
I concluded it was a certain combo of apps causing the problem and simply avoided the apps that i believed caused the problem. Based it on what i installed last right before the problems occurred. I try to install only the stuff i need and so far it works, very rare does it crash. Some apps i suspect could cause instability are Drop Box, Avator Creator Guy Edition, Evernote and Bejeweled game. Stuff started happening when i installed these and when i avoided them, no problems.

**Jonathan-Archer** · 03-11-2012, 04:16 PM

Could it be AT&T that's causing issues here. Either by sending you defective units or through faulty software? It can't be Blackberry itself at fault here. And I feel your pain for this, it's really weird to see this happen all the time to such a fine device. Good luck bro!

**currentodysseys** · 03-16-2012, 09:07 AM

Originally Posted by BionicKris

Thanks! I'd like to find out myself if there is a way to tell. These all look brand new with not a scratch on them (on paint or plastic). They also have pieces of the clingy plastic sheets all over, as new phones do: On the screen, the buttons and trackpad below the screen, the lock/mute button bar on top as well as the piece with the tab that covers the back side of the slider.

I'm wondering if they're new since they are basically giving the 9800 away for free in plans these days. If I find out a way to spot a refurbished model I'll let you know.

I assume the pin numbers are all differen?

Also (before anyone calls me totally unaware i admit i am not a tech savvy) would it be possible that your vendor provides the units with updated software to you and they do something wrong? Check if build of os is latest one and maybe, i just say maybe, your vendor technitian is messing up? Try another store of the same company if you can. I only say this because your 100% rate of faulty units is either a sign of the vendormessing up or you have such bad luck that by % if god exists and you play the lottery you should win!

My torch works perfectly and has been on hard use for bout 1.5 years.

**BionicKris** · 03-24-2012, 02:23 AM

Sorry for the delay but I have excellent news: AT&T and the warranty company agreed to swap the 9800(s) for a remanufactured Torch 9810. It was mentioned as a possibility in a previous service call and I pressed the issue after having the last two go down back-to-back. I called the AT&T tech assistance number (1-800-801-1101) , which I believe is Asurion, who covers the warranties. I asked to speak with a supervisor & mentioned the possibility of an upgrade to a 9810 as was mentioned in a previous service call. He said that a claim had to be filed to do that since they usually swap "like for like". He said it would take 3-5 days. After a week with no word I called back to check the status and found out they did approve the swap. The 9810 came yesterday and the Torch love is back!

@AWDragon200- When the 2nd Torch went I remember I had rebooted after a Facebook update and #3 was after a Dropbox app install. I was getting sketchy about the apps and started only running 4 or 5 and trying to run "lean and mean". It is really odd that EVERY time it crashed it was after a reboot after installing or deleting an app in App World. There weren't even any instances of odd "behavior" beforehand in any other function of the phone. Very odd..

@Jonathan- I was also wondering if it was a software issue. All the 9800's I had had the same software: 6.0 but I'm 98% positive it was vers. 274. AT&T's software may also been the problem. It would be interesting to see if other AT&T suscribers have had more failures than usual.

When the BB's crashed we weren't able to get the BBs to respond to attempts to try to load a newer software version. Basically the phone stopped communicating with the computer (PC and laptops) completely. Different cables were also tried as well with the same result. When you reinstalled the battery they jumped right back into the reboot loop. Crazy.

@currentodysseys- Unbelieveably, all the victims had different IMEI and PIN #'s but did have the same BB and AT&T software versions. I made sure to note the PIN numbers of each handset when I first powered up each replacement.

<<A HUGE lifesaver throughout this process was the BlackBerry Protect app. After I powered up a new unit I reinstalled the app and did a Restore right then. Once I checked through everything I ran a backup and set it to DAILY updates. Previously I did weekly backups but when the last couple of phones crapped out early on I switched to the daily schedule instead. That app has been a lifesaver and a huge relief through this process. NONE of my data was lost through this series of handset failures. I just can't say it enough about this app. If you don't use it now check it out.

I'm very happy that the issue was resolved and the odds finally worked in my favor! Thank you everyone!