1. m5rcc's Avatar
    Really odd situation - last night before I went to sleep my KEYone had 40-odd per cent battery life.

    Woke up in the morning and it was completely dead. Plugged it in to a mains supplied charger and it booted into Safe Mode (which I had never seen before). Tried to restart by pressing and holding the physical Power button but that did not work. Had to press and hold the Power button for ten seconds to perform a hard reset. Re-attempted to boot up and again it went to Safe mode.

    At the moment I have somehow got onto the Black "BlackBerry backup bootloader menu mode" which is a green font with the standard Blackberry KEYOne start splash screen. It asks me to choose one of four options, but I am unable to select any because none of the physical buttons (the Power and Volume +/- keys) do not work.

    Anyone has any ideas? Phone was bought on June 1st.
    09-28-17 11:58 AM
  2. joewoo's Avatar
    Warranty exchange
    09-28-17 04:10 PM
  3. FF22's Avatar
    Really odd situation - last night before I went to sleep my KEYone had 40-odd per cent battery life.

    Woke up in the morning and it was completely dead. Plugged it in to a mains supplied charger and it booted into Safe Mode (which I had never seen before). Tried to restart by pressing and holding the physical Power button but that did not work. Had to press and hold the Power button for ten seconds to perform a hard reset. Re-attempted to boot up and again it went to Safe mode.

    At the moment I have somehow got onto the Black "BlackBerry backup bootloader menu mode" which is a green font with the standard Blackberry KEYOne start splash screen. It asks me to choose one of four options, but I am unable to select any because none of the physical buttons (the Power and Volume +/- keys) do not work.

    Anyone has any ideas? Phone was bought on June 1st.
    You can try the following in order.... And good luck

    From BB blog: How to reset PRIV by BlackBerry | Inside BlackBerry Help Blog

    Three restart/reboot methods

    The first method, which should be used 99.9% of the time when you want to reboot your device, is using the Reboot option that appears after pressing the Power key.

    Press and hold the Power key for 3 seconds
    Select Reboot from the menu that is presented

    The second reset method should be used if pressing the Power key does not produce the menu with Power Off and Restart. For example, if an app or game you are using won’t close, use this option to restart your device.

    Press and hold the Power key for 12 seconds

    Third method: Should your device fail to respond, the final reset method is to press and hold the Power key for 32 seconds which is equivalent to removing the battery. This should result in your device booting up successfully.

    If it fails to start, however, verify you are not pressing any other keys such as Volume Up, Mute, or Volume Down while performing any of the reset methods listed above. If you use a case for your device you may want to remove it as it might be pressing a button inadvertently.

    And just for an extra measure, if needed:

    Safe Mode:

    The next step is placing your device into safe mode.

    When used, Safe Mode will disable any third party apps or games you have installed. As a result of this, should your device not exhibit the issue while in Safe Mode it’s safe to assume the issue is specific to an app or game you have installed. Safe Mode may also remove apps and/or widgets from your various home screens when you go back to Normal.

    Press and hold the power key
    Tap and hold Power off (that is Press/Hold the Power Off prompt line) when it appears
    When prompted, tap OK to reboot to Safe Mode

    To get out of Safe Mode, press and hold the power key followed by tapping Reboot.

    After testing, should your device not exhibit any issues, the next step is to remove recently installed applications one by one until the issue is resolved.

    If that fails you might investigate reloading the OS using an Autoloader:

    https://forums.crackberry.com/blackb...aders-1065667/
    Parker_Lewis likes this.
    09-28-17 08:04 PM
  4. m5rcc's Avatar
    Warranty exchange
    I did call BlackBerry. They would want me to send to phone to them whilst I remain without a phone. Wholly unacceptable.
    09-29-17 03:49 AM
  5. m5rcc's Avatar
    You can try the following in order.... And good luck
    Neither the Three restart/reboot methods nor the Safe Mode works. I have tried all of these options prior to creating this thread.

    I may try reloading the OS but I don't want to brick the device and then void the warranty.
    09-29-17 03:51 AM
  6. FF22's Avatar
    Neither the Three restart/reboot methods nor the Safe Mode works. I have tried all of these options prior to creating this thread.

    I may try reloading the OS but I don't want to brick the device and then void the warranty.
    Reloading the OS would not void your warranty. In any event, there's no way that BBMobile would know as it sounds as if yours is already close to bricked.

    Where do you reside? In some locations, they do offer Advanced Replacement where they send a different phone and then you send yours back but they require a credit card for security.

    good luck.
    09-29-17 08:04 AM
  7. m5rcc's Avatar
    Reloading the OS would not void your warranty. In any event, there's no way that BBMobile would know as it sounds as if yours is already close to bricked.

    Where do you reside? In some locations, they do offer Advanced Replacement where they send a different phone and then you send yours back but they require a credit card for security.

    good luck.
    I'm in London. I did call BlackBerry who did not appear to offer such a service, much to my annoyance.
    10-06-17 06:25 AM
  8. FF22's Avatar
    I'm in London. I did call BlackBerry who did not appear to offer such a service, much to my annoyance.
    I think that I've read that in England, they offer repair rather than the advanced replacement.

    Good luck.
    10-06-17 07:47 AM

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