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Old 07-19-2005, 10:03 AM   #1 (permalink)
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Default BES 4 and phones momentarily freezing

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Since being moved to BES 4, my 7520 (latest HH software installed) seems to hang all the time. I'll pull it out of the holster and it will be frozen for several seconds before it responds to the wheel or keypad. We have two other 7520 users with the same issue. We only have 5 people in this division on the BES 4 server and the other two just got their phones which are 7510s

Is this normal? Because people are going to complain and it is going to get really irritating.
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Last edited by stonent : 07-22-2005 at 04:34 PM.
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Old 07-19-2005, 10:18 AM   #2 (permalink)
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Mine does it sometimes, but I don't think it has anything to do with BES>
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Old 07-19-2005, 12:53 PM   #3 (permalink)
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It didn't ever happen on the BES 3.6 server. I don't know, BES 4 is very chatty.
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Old 07-19-2005, 01:12 PM   #4 (permalink)
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I suppose if it's in the middle of a transmission, it might pause for a second or two before connecting over GSM to make a voice call.
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Old 07-19-2005, 01:49 PM   #5 (permalink)
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Well, it hasn't really been with the calls yet. Just right now I pulled the phone out of the holster and it was on the messages screen, so I hit escape and selected lock.

The Nextel Logo zoomed into place and the phone froze for about 5 seconds while I moved the wheel trying to get the unlock screen to appear.
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Old 07-22-2005, 03:15 PM   #6 (permalink)
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Well I've been on the phone off and on for the past few days with Nextel. They had me remove the battery and it seemed to fix the problem for about 24 hours and then the phone started random hanging. Today my boss's phone froze while the division president was trying to call him and he was unable to take the call.

Nextel told me to 507 my phone and reload the OS which didn't help.

Today Nextel Blackberry support decided that all 3 of our 7520 phones must be defective, which I find it very hard to believe because other 7520 phones in our California division are having this issue, and this issue didn't show up when the phones were on the BES 3.6

So far only 7520 phones have shown this issue, 7510, 7290, and 7100's are fine.
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Old 07-22-2005, 03:26 PM   #7 (permalink)
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7520 are equipped with evdo chip. They are suppose to handle voice data simulatneously. However with the current firmware it lacks this functionality. My belief is that the transition between voice /data mode doesn't go very well, thats why there are random complains. According to my chat with RIM & Verizon in the past, there should be an upgraded code in 3rd quarter capable of doing so.
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Old 07-22-2005, 03:32 PM   #8 (permalink)
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It also depends on the HandHeld software that is installe on the device, for instance I just downloaded 4.0.2.36 from 4.0.2.25 and that fixed issues with dropping calls for the 7100....
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Old 07-22-2005, 04:35 PM   #9 (permalink)
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I think you have my phone confused with the 7250.

7250 - Verizon
7520 - Nextel

I tried to fix the title, "hanging up" in the sense of "My computer hangs up every time I open Excel" I didn't mean it to mean it is dropping calls. The phone is freezing up for 5 to 10 seconds.

I've tried the original factory software and the latest software from nextel. Both have the same issue.
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Old 07-22-2005, 05:02 PM   #10 (permalink)
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If you mean you get the hourglass for 5-10 seconds that becomes normal after having your BlackBerry for a while and especially if your on a BES it laggs every once in a while... As for just hanging at a screen w/ no hourglass I don't know that anyones really been able to determine whether it's a large amount of data packets being received or OS hangup.
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Old 07-22-2005, 05:04 PM   #11 (permalink)
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Well when my boss can't answer a call from the president of this division because his phone isn't responding it becomes an issue.

I'm hoping that maybe this is just a software issue that will be fixed in a future update since no other model of phone that we have is displaying this issue.
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Old 07-22-2005, 05:32 PM   #12 (permalink)
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are there any IT Policies enabled? or do you have Content Protection enabled locally onthe phone? we had the BES set for 256-bit ECC Content Protection and it KILLED my phone. setting it locally on the handheld is 160-bit, which would still cause some drain on the handheld.

if you want, right after the lock up, hold in ALT and type LGLG and see if you see anything in the device's event logs that may give away the error.
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Old 07-25-2005, 09:53 AM   #13 (permalink)
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Quote:
Originally Posted by jibi
are there any IT Policies enabled? or do you have Content Protection enabled locally onthe phone? we had the BES set for 256-bit ECC Content Protection and it KILLED my phone. setting it locally on the handheld is 160-bit, which would still cause some drain on the handheld.

if you want, right after the lock up, hold in ALT and type LGLG and see if you see anything in the device's event logs that may give away the error.
I dunno, can anyone actually read the logs and understand them?
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Old 08-01-2005, 09:23 AM   #14 (permalink)
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SP1 Hotfix 1 fixes this
SDR 41751 When IT policy rules in the Service Exclusivity Policy Group are set to FALSE, the updated IT policy is sent wirelessly to all users on this IT policy every 5 minutes.
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Old 08-01-2005, 05:29 PM   #15 (permalink)
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Pretty funny, we just encountered the exact same thing. Applying the service pack tomorrow after test.
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Old 08-01-2005, 06:37 PM   #16 (permalink)
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I think you should buy a beer for whoever helped you figure that out.
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Last edited by stonent : 08-01-2005 at 06:41 PM.
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