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How to restore your BlackBerry Z10 when it won't turn on

Some BlackBerry Z10 users have found they can't turn on their mobile phone, or the phone simply displays an image of a PC and a Z10 without starting up any further.

When connecting the Z10 to BlackBerry Link to restore the phone, the Link software does not recognise that a device has been plugged in. If you are one of the users affected, you will be pleased to know that BlackBerry is already aware of the problem and a solution is being investigated! Until an official fix is rolled out, here is a brief workaround that may help bring life back to your smartphone.

Agent tip

Currently, this workaround is only available on PCs running Microsoft Windows. We have a full guide on how to restore the Z10 or Q10 available to help with this and other issues you may be having.

RECOVERING A BLACKBERRY 10 SMARTPHONE

If you're experiencing the problems above, follow these steps to recover your sleeping BlackBerry:

Warning – following these instructions will wipe the device!

  1. Blackberry Z10 - vertical on stand - 4_3Shut down the BlackBerry Link program (and BlackBerry Desktop Software if installed).
  2. Detach all BlackBerry smartphones from your PC, including the BlackBerry Z10 smartphone that cannot be booted up.
  3. Open Internet Explorerand browse to www.blackberry.com/updates. Scroll down the page and select the Check for Updates button.
  4. Connect the BlackBerry Z10 smartphone you're having problems with.
  5. Hold down the power button on your mobile phone for 10 seconds until it turns off, then press the power button again until it turns back on. A prompt will flash up on the PC and the BlackBerry smartphone will appear in the drop-down list. If at this point the phone will not switch on and the LED blinks twice and powers off, please see below.
  6. Blackberry Z10 - In hand home screen - 4_3
    Click the OK button as soon as it becomes available. You only have 15 seconds to do this, so keep your eye out! Once the above steps are completed, a message will be displayed stating Checking for BlackBerry Device Software updates.
  7. The BlackBerry 10 smartphone will now power itself off after 120 seconds. Shortly after120 seconds, the BlackBerry smartphone LED should turn green. Continue to wait after the LED turns green and you will be prompted to install BlackBerry Device Software. Follow the prompts to install the BlackBerry Software, and once the installation is complete the smartphone should now be recovered.

reinstalling the blackberry os

If the LED blinks twice and will not switch on this typically means there is no operating system on the device and it needs reinstalling.

To do this, follow the steps below:

  1. Reload BBZ10Open the Blackberry Link software on your PC and plug the device in.
  2. In the Blackberry Link software click Preferences in the top right hand corner and select Reload Device Software.
  3. Select Reload and the software will ask you to press the power button for 10 seconds.
  4. Reset BBZ10It should then detect the device and start to download the operating system.
  5. Leave the device to update and all going well it should reboot and be ready to setup.

If you are still having trouble, give us a call and one of our Agents will see if there is anything else we can do to help.

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