Torch 9810 trackpad dead... no, wait, working... no, dead again...

**lorax1284** · 04-15-2012, 10:46 AM

My Torch 9810 TrackPad stopped working... I had downloaded the BlackBerry 7 OS free apps including a lot of annoying "notifications" and "text to speech" and "speech recognition" apps that I don't mind having but take over buttons and configuration too much, so in my efforts to remove them or at LEAST get them to stop activating every time my BB moves in my pocket I was uninstalling things... then the device rebooted and the touchpad would not work.

So I go back and restore my backup from yesterday... and the trackpad works... but then all the restored apps start asking for permissions etc. and run their damn configuration wizards whatever and then the trackpad stopped working again.

I've tried restoring AGAIN and have even downgraded the OS to get back to a "more stable" configuration with NO third-party software installed and no luck.

At this point, the trackpad does NOT work at all in any apps. I'm sure this is a software-related problem and not that the trackpad itself is broken and needs replacement.

I've used BBSAK to try to lobotomize it back to total "factory default" but that didn't work either.

I think the device is still under warranty (Bell) so I could possibly just go to a Bell retailer and get them to look at it, but it's been dropped and is badly scuffed so I can just hear them saying "well, it's broken cuz you dropped it" to which my response will be "well, I dropped it a week after I got it last August, and it's been working fine until now where I was downloading the BlackBerry 7 free apps, so it is probably some kind of configuration error, not physical damage" to which you can just bet they'll say "well, it's been dropped" yaddah yaddah why do I have so little respect for customer service staff at tech stores? Just lots of personal experience anyway...

I figure there is something wrong deeper down than just the OS... like the fundamental "trackpad BIOS" module or something has been kakked... any suggestions?

Thanks in advance...

**ichychy** · 04-16-2012, 04:56 AM

lool you have a way with words....sorry i think it needs fixing

**newcollector** · 04-16-2012, 08:38 AM

Don't worry about what customer service "may, possibly, might" say to you about your phone's condition. You won't know until you try.

Sent from my BlackBerry 9810 using Tapatalk

**lorax1284** · 04-16-2012, 08:58 AM

...but I thought before I went to that drastic measure, if it was indeed just a software glitch (no matter how deep down in the "ROM" or whatever) if it could be fixed by a reasonably technically-proficient end-user like myself, rather than engaging the services of warranty repair, I'm game to try it.

I can't be without my trackpad for too long (I have waxed poetic on the combination of "trackpad / touchscreen / keyboard" being the ULTIMATE mobile user interface, and the trackpad is the cornerstone) but I will also try posting this on the BlackBerry.com discussion forums to see what happens... I will report back here if I get some good info.

**lorax1284** · 04-16-2012, 09:10 AM

So I visit the BlackBerry.com website and search for "trackpad"

I get "trackpad not working" as the first result.

http://btsc.webapps.blackberry.com/b...ListHelperImpl

At the very bottom of the page is a link to the "Device Self Test Application" instructions at:

KB16037-Performing a test using the Device Self Test Application on the BlackBerry smartphone

So as soon as I start in, it asks "Do you want a guided setup" and shows "Yes" and "No" buttons. Instinctively I try to use the TrackPad to navigate to "No" because I just want the trackpad diagnostic, and... it works.

I exit the "Diagnostic" app and go back to my home screen and it works again.

See, I knew it was just a software glitch :-)

So, I'm going to bookmark the "Diagnostic Test" app instructions and I think EVERYONE should know about it. Users knowing about this will keep RIM's warranty service costs down!

EDIT: so, after exiting the "Diagnostic" app, the trackpad doesn't work on the Home screen, Messages, browser, etc. So, it seems like keeping the 'Diagnostic' app running in the background is 'propping up' the TrackPad so it works, but when I exit the Diagnostic app, it stops working.

So... again with the 'anyone know what I can do to fix this', only without having to keep the Diagnostic app running in the background?

Or, better yet, what rogue app might be crippling the TrackPad? I've got this mental image of the two .COD files in memory, in an eternal battle like that episode of Star Trek where the "Lazarus" from the Anti-Matter universe is crazy and is passing between our universe and their own universe, and should this anti-Lazarus meet our universe's Lazarus, both universes would be distroyed... so the Diagnostic app is locked in battle with whatever is causing the TrackPad not to work. I swear my Torch is running hot (the back of the device feels warmer than usual). Or maybe it's Tron trying to stop the MCP from taking over my Torch?

**newcollector** · 04-16-2012, 01:17 PM

What version of OS 7 or 7.1 are you running?

**rgshah3** · 04-16-2012, 09:09 PM

You need to get your trackpad fixed! Maybe its contact with the motherboard has become loose. Go to bell and get it fixed

**mustahafiz** · 04-16-2012, 09:22 PM

Try doing a security swipe.

Sent from my BlackBerry 9800 using Tapatalk

**tapioca770** · 04-17-2012, 04:05 AM

I have this problem also. I know where its coming from in my case. There is some bug in app world causing it. When trackpad isn't workking right you can't send error logs. I finally managed to set error logs to debug and send them to RIM. I had done beta testing on app world so had a contact to send them to. The error comes and goes. To send error logs. On home screen hold alt and at same time type lglg. When log comes up go to options on menu and press debug info instead of info. Then try to make error happen or wait for it to happen. Then do alt lglg again on optioms choose copy days content. Then paste to an email. Am waiting for their answer. Rim told me to reload the OS with DM. Then be careful about restoring apps. Also I found leaving it on debug seems to help prevent the problem. A battery pull resets error log back to information instead of error mode

**therealjoeblow** · 04-17-2012, 12:15 PM

Wipe your BB with BBSAK, and then install a fresh copy of the OS. Then you can stop speculating on whether it's software related or not. If you are "technically proficient" as you noted in an earlier message you know what I'm talking about and how to do it. If not, take it in for repairs.

The REAL Joe

**CableBoy** · 04-17-2012, 12:36 PM

In addition to having a similar track pad problem (I could maneuver around the icons but the track pad ceased working entirely on menu lists, etc.), I had a problem with the Alt and Shift keys which prevented continuous entry of capital letters and numbers. The 9810 was also getting "stuck", thinking about something, with the occasional hourglass appearing.

I ran the diagnostics tests and found that the track pad was okay, but that each press of the Alt and Shift keys (both Shift keys) resulted in those keys registering twice. I went through all the steps - battery in/out a hundred times, deleted apps I thought to be problematic, updated the OS, examined the keyboard to look for obviously stuck keys. I was beginning to conclude that it was a mysterious software glitch that would go unresolved and that visits to a technician would be pointless.

Finally, I removed the 9810 from its case (I have an Otter Box case), and was surprised to find that it worked perfectly. I carefully put it back into the case, and haven't had a problem since. The case was apparently depressing one of the function buttons or, perhaps, putting pressure on the phone body that resulted in the key contacts being affected. I would encourage anyone who is having mysterious track pad and/or keyboard problems, possibly in conjunction with "hourglass" problems, and who keeps the phone in a case, to attempt this simple fix before wasting many frustrating hours, as I did. Moral of the story: "Keep it simple, stupid!"

I think Otter Box makes a fantastic product, but the fit on a sliding-keyboard phone that sees a lot of use and abuse is a challenging design problem, so I'm not surprised that it isn't perfect and can be a bit temperamental.

**billy88n** · 04-17-2012, 02:11 PM

I lost my trackpad function as well I checked memory manager in fixmo tools and found my available ram was next to nothing. I cleared my cache and it started working again I think I had a app using up my available ram

Sent from my BlackBerry 9810 using Tapatalk

**papped** · 04-17-2012, 03:57 PM

9810/9800 cases are notorious for partially depressing keys and causing all kinds of problems..

**go1ndr** · 04-17-2012, 05:05 PM

Completely agree with Papped! 9810/9800 cases absolutely cause trackpad and touchscreen issues! The pressure can do everything from muting the phone to making your touchscreen/trackpad unusable. I've gone through so many cases that I can't even tell you how many. Now using a combo of Incipio on top and Case Mate on bottom and it seems to be working ok. Take case off and reboot/battery pull and then see if it's better. you maybe surprised.
Re: Fixmo tools--great app but caused me have the constant spinning hour clock. Remove it and bingo, no more hourclock issues--go figure! Bummer as that is a good app-a lot of good tools/some not so good. Anyone else have that problem with fixmo app? Good Luck!

**papped** · 04-17-2012, 07:37 PM

Yeah I do not think Fixmo Tools works well with OS7... I wouldn't use it... The funny thing is I bet a vast number of people returned the 9810 due to perceived hardware failure when it wasn't...