8800 dead phone?

[RayD71]

I'm new to supporting BBs. I'm working with a BB 8800. The user is able to get mail without any problem. But, his phone isn't working. I'm assuming the phone part has died and he needs a new BB. Is there anything I can try to verify that the phone part is dead or is the fact he can't make any calls enough?

[crisambo]

There's not enough info to make a sensible recommendation/conclusion, it could be anything . . . try reloading/updating OS.

[RayD71]

What other info should I provide?

[dc/dc]

What other info should I provide?

Anything and everything.

Service provider
Firmware version
BES, BPS, or BIS?
Locked or unlocked device
What you've done to troubleshoot so far
Color of the boathouse at Hereford
Name of President Obama's pet Coqui

[crisambo]

Try reloading/updating OS first, if the device's phone module got corrupted, the OS reload should fix that. . .

[RayD71]

Can I reload the OS remotely? I don't have the device here. The user is remote.

[dc/dc]

Can I reload the OS remotely? I don't have the device here. The user is remote.

No. Your user will need to do it from their PC.

[crisambo]

If you don't have yet, you will need BlackBerry Desktop Manager, Device OS software, USB Connection, BIS account access to Resend Service Books.

[RayD71]

We ended up pulling the battery and setting it back. The phone started working after that. Is that common?

[dc/dc]

We ended up pulling the battery and setting it back. The phone started working after that. Is that common?

Pulling the battery fixes most BlackBerry problems.

[teczilla]

If pulling the battery does not resolve the problem, you can try reloading the OS. If it still does not work, there are possibilities with the hardware issue.

[dc/dc]

If pulling the battery does not resolve the problem, you can try reloading the OS. If it still does not work, there are possibilities with the hardware issue.

Hey ace, he already said it fixed the problem.