Blackberry 9720 Smartphone 7 1 User Guide
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Error message and causePossible solutionError 547: Hardware or system issueError 513: User attempted to reset the smartphone after exceeding the maximum number of permitted password attemptsWhen this error occurs, all of your smartphone data is deleted to prevent unauthorized access to your information. If your email account uses a BlackBerry Enterprise Server, your administrator might be able to change options that will minimize the chance of this error message appearing again. For more information, contact your administrator. Try the following actions: •Reload your BlackBerry Device Software. The reload process deletes your smartphone data. •If the error message still appears after you reload your BlackBerry Device Software , contact your wireless service provider. Error 576: IT policy issueContact your administrator. Related information BlackBerry Device Software,286 Getting started: Security,355 Reset your smartphone,335 Reload the BlackBerry Device Software using the BlackBerry Desktop Software Before you begin: Before you reload the BlackBerry Device Software, download and install the latest version of the BlackBerry Desktop Software. You may need to reload the BlackBerry Device Software to resolve a technical issue. It might take up to an hour to reload the BlackBerry Device Software. During that time, you can't disconnect your BlackBerry smartphone from your computer. Note: You might not be able to back up your smartphone data if you are reloading the BlackBerry Device Software to resolve a technical issue, such as an application error. 1.Connect your smartphone to your computer. 2.Open the BlackBerry Desktop Software. 3.In the BlackBerry Desktop Software, click Update. 4.To download the most recent version of your BlackBerry Device Software, click Get update. 5.Do any of the following: •To keep a backup file of your smartphone data and settings, select the Back up your device data checkbox. This backup file is restored to your smartphone after the software reload finishes. If you don't back up your data, your smartphone data, settings, and email messages are deleted from your smartphone when you reload the software. User GuideApplications 281
•To encrypt your backup data, click Encrypt backup file. •If you want to receive an email when an updated version of the BlackBerry Device Software is available, select the Email me when new versions are available checkbox. 6.Click Install update. Related information About updating the BlackBerry Device Software,286 User GuideApplications 282
BlackBerry ID How to: BlackBerry ID About BlackBerry ID A BlackBerry ID gives you convenient access to multiple BlackBerry products and services. After you create a BlackBerry ID , you can use your BlackBerry ID email address and password to log in to any BlackBerry product that supports BlackBerry ID. With BlackBerry ID, you can manage apps that you downloaded from the BlackBerry World storefront (previously known as BlackBerry App World) and keep apps you downloaded when you switch smartphones. You are prompted to log in using your BlackBerry ID when you set up a BlackBerry PlayBook tablet or a BlackBerry smartphone running BlackBerry 7. If you previously created a BlackBerry ID, you must use it when you set up your new tablet or smartphone (instead of creating a new BlackBerry ID). You can log in to both a tablet and a smartphone using the same BlackBerry ID. If you're using an older BlackBerry smartphone, you might be able to create a BlackBerry ID from within an app that supports BlackBerry ID, or you can create a BlackBerry ID by visiting www.blackberry.com/blackberryid. Related information About downloading apps with BlackBerry World or BlackBerry App World,30 Create a BlackBerry ID When you create a BlackBerry ID, you can use any email address as your BlackBerry ID username; you do not have to use an email address that you added to your smartphone. 1.Do one of the following: •From a computer, visit www.blackberry.com/blackberryid. Click Register for a BlackBerry ID. •When you set up a BlackBerry PlayBook tablet or a BlackBerry smartphone running BlackBerry 7, click Create a BlackBerry ID . 2.Complete the instructions on the screen. Change your BlackBerry ID information You can change your display name, security question and answer, and password. You can change your BlackBerry ID information from a computer or on a BlackBerry smartphone running BlackBerry 7. Depending on the app, you can also change your information from inside an app that uses BlackBerry ID. 1.Do one of the following: User GuideBlackBerry ID 283
•From a computer, visit www.blackberry.com/blackberryid. •On the home screen of your BlackBerry smartphone, click Options > Device > BlackBerry ID. 2.Complete the instructions on the screen. Tips: BlackBerry ID Tips for creating a BlackBerry ID It's important to choose a password that you can easily remember. For your BlackBerry ID username, be sure to use an email address you use frequently. If you start using a new email address, you can change your BlackBerry ID username. Recovery details can be sent to the email address you use as a BlackBerry ID username if you forget your BlackBerry ID password. The email address you use as a BlackBerry ID username does not have to be associated with your BlackBerry smartphone or tablet. Frequently asked questions: BlackBerry ID How do I recover my lost or forgotten password? You can have password recovery instructions sent to the email address that you use as your BlackBerry ID username. For security purposes, your password recovery email can only be viewed on a computer, and it is not delivered to your BlackBerry smartphone. To recover your password, from a computer, visit www.blackberry.com/blackberryid. Click Reset your password. Complete the instructions on the screen. Do I need to create a BlackBerry ID? Yes, you must log in with a BlackBerry ID when you set up a BlackBerry PlayBook tablet or a BlackBerry smartphone running BlackBerry 7. You must also log in with a BlackBerry ID to use other BlackBerry products and services, such as the BlackBerry World storefront (previously known as BlackBerry App World) and BlackBerry Protect. If you don't have a BlackBerry ID, you can create one when you set up a new tablet or smartphone, or when you first use a product or service that supports BlackBerry ID. User GuideBlackBerry ID 284
What's the difference between a BlackBerry ID username and a screen name? Your BlackBerry ID username is the email address that you use when you log into products or services that use BlackBerry ID . The BlackBerry ID screen name is the name that appears when you submit app reviews in the BlackBerry World storefront (previously known as BlackBerry App World). Why do I need to re-enter my BlackBerry ID login information? After a certain amount of time passes, if you are not actively using the app or service that supports BlackBerry ID, you might be prompted to re-enter your login information. For example, you might be prompted to re-enter your BlackBerry ID before you download apps from the BlackBerry World storefront (previously known as BlackBerry App World). If you change any of your BlackBerry ID information, if you delete all the data on your smartphone or tablet, or if you update your BlackBerry Device Software on your smartphone, you might also be required to re-enter your BlackBerry ID. Can I log out and then log in using a different BlackBerry ID? No, you can only log in with one BlackBerry ID on a tablet or smartphone. If you want to log in using a different BlackBerry ID , you must delete all the data from your smartphone or tablet. Why do I receive an error message when I log in using my BlackBerry ID? If you receive an error message when you attempt to log in using your BlackBerry ID, you might have to wait a few moments and attempt to log in again. You can also connect to a Wi-Fi network and attempt to log in again. User GuideBlackBerry ID 285
BlackBerry Device Software How to: BlackBerry Device Software About updating the BlackBerry Device Software You might want to update your BlackBerry Device Software to access new applications and features or to resolve a technical issue. The duration of the update process can range from 15 minutes to 2 hours, depending on the type of update, the amount of smartphone data, and the number of applications on your BlackBerry smartphone. You can't use your smartphone or make emergency calls when the update is in progress. Depending on your wireless service provider or administrator, you can update your BlackBerry Device Software over the wireless network, from a website, or using the BlackBerry Desktop Software. If you download an update to your smartphone over the wireless network, extra fees might apply depending on wireless service provider. Research In Motion recommends that you regularly create and save a backup file on your computer, especially before you update any software. Maintaining a current backup file on your computer might allow you to recover smartphone data if your smartphone is lost, stolen, or corrupted by an unforeseen issue. Update the BlackBerry Device Software You can use your BlackBerry smartphone when you download the BlackBerry Device Software but not while you install the software. During the installation process, your smartphone might reset or display a white screen. Do not remove the battery while the update is in progress. If encryption is turned on, you might need to type your password at various times during the installation process. Research In Motion recommends that you regularly create and save a backup file on your computer, especially before you update any software. Maintaining a current backup file on your computer might allow you to recover smartphone data if your smartphone is lost, stolen, or corrupted by an unforeseen issue. 1.Do one of the following: • To update your software over the wireless network, on the home screen, click the icon. If you don't have the icon, on the home screen or in a folder, click the Options icon. Click Device > Software Updates. •To update your software using the BlackBerry Desktop Software, from your computer, open the BlackBerry Desktop Software . Connect your smartphone to your computer. •To update your software using a website, from your computer, visit www.blackberry.com/update. Click Check for Updates . Connect your smartphone to your computer. 2.Complete the instructions on the screen. User GuideBlackBerry Device Software 286
If you updated your software over the wireless network, to delete the previous version of software that is temporarily stored on your smartphone, on the home screen or in a folder, click the Options icon. Click Device > Software Updates. Press the key > View Result. Press the key > Delete Downgrade Data. Related information About backing up and restoring smartphone data,199 I can't update the BlackBerry Device Software over the wireless network,288 My smartphone doesn't have enough available storage space to update the BlackBerry Device Software,288 BlackBerry Device Software,286 Downgrade or return to the previous version of the BlackBerry Device Software over the wireless network Depending on the options that your wireless service provider or administrator sets, you might not be able to perform this task. 1.On the home screen or in a folder, click the Options icon. 2.Click Device > Software Updates. • If you recently updated your BlackBerry Device Software, to return to the previous software version, press the key > View Result > Downgrade. • To downgrade to an earlier software version, scroll to a software version that the icon appears beside. Click Perform Downgrade. Follow the instructions on the screen. Find your smartphone model number and version of the BlackBerry Device Software Do one of the following: •On the home screen or in a folder, click the Options icon. Click Device > About Device Versions. •If supported by your input language, in a message or memo, type myver followed by a space. User GuideBlackBerry Device Software 287
Troubleshooting: BlackBerry Device Software I can't update the BlackBerry Device Software over the wireless network Depending on the options that your wireless service provider or administrator sets, you might not be able to update your BlackBerry Device Software over the wireless network. Try the following actions: •Verify that your BlackBerry smartphone is connected to a wireless network. •Verify that you're not roaming outside of your wireless service provider's wireless coverage area. Depending on your wireless service provider, you might not be able to update your BlackBerry Device Software when roaming. For more information, contact your wireless service provider. •Try to update your BlackBerry Device Software over the wireless network at a later time. Depending on your wireless service provider, you might not be able to update your BlackBerry Device Software at certain times of the day, when there is a greater volume of network traffic. •Try visiting your wireless service provider's website, as you might be able to update your BlackBerry Device Software from the website. •If your work email account is associated with a BlackBerry Enterprise Server, check with your administrator for BlackBerry Device Software updates. Your administrator might not allow you to update your software over the wireless network, or might allow you to update only to a specific version. My smartphone doesn't have enough available storage space to update the BlackBerry Device Software Try the following actions: •Delete display languages, themes, or third-party applications that you don't use. •Delete messages and calendar entries that you don't need. •Delete browsing information. User GuideBlackBerry Device Software 288
My smartphone responds slowly or freezes Try the following actions: •Close unused applications. •Free some of your application storage. •Update your BlackBerry Device Software. •Remove and re-insert the battery. For more information about inserting the battery, see the printed documentation that came with your BlackBerry smartphone, or visit www.blackberry.com/docs/smartphones and see the Start Here guide for your smartphone. Related information Tips: Freeing space to optimize your smartphone's performance,49 View the amount of available storage space on your smartphone,345 Close an app so that it is not running in the background,276 User GuideBlackBerry Device Software 289
Manage Connections Mobile network Getting started: Mobile network Wireless coverage indicators Indicators in the upper-right corner of the home screen display the wireless coverage level for the area that you are using your BlackBerry smartphone in. For more information about wireless coverage areas, contact your wireless service provider. IndicatorDescriptionProvides information about the strength of the wireless signal. Three or more bars indicate a strong signal. A reduced signal display might indicate increased power output from your smartphone as it attempts to connect to a weak signal.3G, 4G, H+, EDGE, GPRS, NXTL, MIKE, or NTWKYou're connected to a mobile network and you can access features such as email messaging and Internet browsing. If you don't see one of the indicators, you might be in an area of reduced wireless coverage where some features aren't available (you might only be able to make a phone call or send and receive text messages).You can call only emergency numbers.You're in an area of no wireless coverage.The connection to the mobile network is turned off.You're connected to a Wi-Fi network and you can access BlackBerry services such as email messaging and Internet browsing over the Wi-Fi connection. Your Wi-Fi connection is turned on, but you're not connected to a Wi-Fi network, or you're connected to a Wi-Fi network, but you can't access BlackBerry services such as email messaging and Internet browsing over the Wi-Fi connection. Your Bluetooth connection is turned on, and you're connected to a Bluetooth enabled device. User GuideManage Connections 290