1. vitrag's Avatar
    Hi Community members

    Honestly don't remember the os version which was already loaded when it cam in my hands. However did a software update to latest (march 2017 update). Before the update camera and flash were working fine; after the update the camera and flash are simply not detected.
    Tried autoloader AAJ919, almost 2 to 3 times, sometimes the camera app crashes, sometimes the camera app runs but no buttons on the screen, just a black/grey screen, finally now the camera app says camera is unavailable.
    The point to be noted here is every time the error is consistent and changes when i re-flash the device. Have also tried updating the camera software from play-store.

    The pull from top bar used to show torch as an option for flash was working before the upgrade; however now there is no torch option anymore.

    i cant even go and select front / back camera.

    Would appreciate if any one can advice how to fix the issue.

    Please do let me know if there is any further details required.

    Tried downgrading to lollipop AAD250, but post flash the phone boots back in fast-boot mode.

    Tried AAE570 (Marshmallow), but again phone boots back to fast-boot

    Seems downgrade is not possible, not supported or i am doing it wrong

    Now downloading AAJ043 (Marshmallow), hoping it will fix the issue.

    Any advice will help

    Thanks in advance
    03-29-17 09:46 AM
  2. Uzi's Avatar
    Have you try running BlackBerry virtual expert and run the camera test?
    03-29-17 09:56 AM
  3. FF22's Avatar
    Have you followed the directions for using the Autoloader? Does it seem to be loading? How long before you wind up back at the FastBoot menu?

    Do you have a warranty? How long have you had it?
    03-29-17 12:48 PM
  4. vitrag's Avatar
    Have you try running BlackBerry virtual expert and run the camera test?
    Hi
    Thanks for the response, yes tried the same but virtual expert crashes when starting the camera test
    03-29-17 10:47 PM
  5. Uzi's Avatar
    @LiamQ maybe you can help vitrag to grab log to determine is it software or hardware problem?
    03-29-17 10:51 PM
  6. vitrag's Avatar
    Have you followed the directions for using the Autoloader? Does it seem to be loading? How long before you wind up back at the FastBoot menu?

    Do you have a warranty? How long have you had it?
    Autoloader for lollipop loads fine, after reboot phone comes back to fast boot.
    However if I load the march 2017 autoloader, the phone boots up fine but no camera or flash. Seems both cameras are off front and back.
    03-29-17 10:53 PM
  7. vitrag's Avatar
    @LiamQ maybe you can help vitrag to grab log to determine is it software or hardware problem?
    Can you please help me on how to take a log
    03-29-17 10:54 PM
  8. Uzi's Avatar
    Can you please help me on how to take a log
    Yes but the log you have to send to BlackBerry /BlackBerry employee they can understand whats wrong



    Also please anyone grab and send logs if you can reproduce this.

    1) First go into system settings -- About Phone and tap the �Build Number� field a bunch of times. This will enable developer mode.

    2)Go back to the main settings menu and you should see �Developer options� above about phone item � tap this.

    3) There should be a toggle in there for �Bug report shortcut� � please turn this on. You may need to restart your device for this to take effect. You may also need to turn on USB Debugging.


    Reproduce the issue(s) you are seeing � immediately after reproducing the issue, proceed with the below.


    1) Hold Power button

    2) Choose create bug report (The lights will flash)

    3) Once the bug report is created, a notification shows in the shade

    4) They click on that, and choose how you want to share - typically best if you upload to Google Drive, or some other cloud provider to save it, and then share the .txt output back to me via PM
    That's for example grabing log , *c_bryant no longer work for BlackBerry
    03-29-17 11:00 PM
  9. vitrag's Avatar
    Yes but the log you have to send to BlackBerry /BlackBerry employee they can understand whats wrong





    That's for example grabing log , *c_bryant no longer work for BlackBerry
    Thanks for the detailed instructions
    On the way to work for now
    Will grab the log and post in some time
    03-30-17 12:51 AM
  10. Uzi's Avatar
    Thanks for the detailed instructions
    On the way to work for now
    Will grab the log and post in some time
    No don't post your log file online , it contains sensitive information
    FF22 likes this.
    03-30-17 12:53 AM
  11. LiamQ's Avatar
    You can send the log to bbappsupport@blackberry.com.
    Uzi and FF22 like this.
    03-30-17 10:52 AM

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