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Old 04-06-2009, 01:49 PM   #1 (permalink)
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Default Faulty Blackberry or User error?

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Hello, I have a customer who has had 2 blackberrys both with the same problem. I arranged a swap for the first as I thought it must be a faulty blackberry but with the second having the same fault I am now suspecting user error. However, I can not find a setting on my blackberrys which would need to change to account for what is happening.

This is what she has described for me.

"Over the last week, the phone keeps clearing itself down of phone logs and text messages e.g. on Friday, I had no call logs, rang 3 people, checked the logs and they were there, 2 hours later the phone logs were gone. I've also been sent several messages that I haven't recieved and ones I have recieved have also disappeared.

Anyone seen this before o know what is causing it. Is it possible that 2 blackberries could have identical faults.

She is on BIS and has a bold.
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Old 04-06-2009, 01:51 PM   #2 (permalink)
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http://www.blackberryforums.com/gene...ee-memory.html
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Old 04-06-2009, 01:52 PM   #3 (permalink)
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It sounds like she's are very low on memory.

What is her file free, Options > Status?

Pull the battery and check again. Post the results back here.

Also, follow these links to prevent this issue from happening.

http://www.blackberryforums.com/gene...ee-memory.html

Why is my BlackBerry losing its call logs or message logs? - BlackBerryFAQ

How do I free up memory on my device? - BlackBerryFAQ

The Bold has a good amount of memory, but if she loaded a lot of apps or leaves them running there could be severe memory leaks.
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Old 04-06-2009, 02:03 PM   #4 (permalink)
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Wow guys I never would have thought of that. I will check it tomorow whenI am back in the office as I have to call her. I think the next challenge is talking her though it as she is not pc literate at all. Grrr!!

Thank you so much - will keep you posted on it.
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Old 04-06-2009, 02:05 PM   #5 (permalink)
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When a device is low on memory, it will delete messages, call logs, SMS, etc, to try to free up some room.
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Old 04-06-2009, 02:58 PM   #6 (permalink)
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isnt this fix a little too techy? - i mean, if i worked for a mobile phone company, i wouldnt ask one of my customers to go editing ALX files, hell, i work in IT, and i wouldnt tackle it :-\
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Old 04-06-2009, 03:00 PM   #7 (permalink)
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It depends what the issue is. If she is running multiple applications which are causing memory leaks, then she needs to make sure she's closing them when she's not using them.

This is a little "techy" but it looks a lot more difficult than it actually is.
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Old 04-06-2009, 03:06 PM   #8 (permalink)
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your right, i've never had any of my 8 bolds start deleting things at random, my other half's curve 8320 on orange used to do it all the time..

I always make sure i close stuff when im done with it ;)
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Old 04-07-2009, 05:01 AM   #9 (permalink)
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Just thought I would update you guys on this. I have just poken to the lady about the problem and advised her as to what it could be. I asked her to check her memory by going to the status and she had 0 free. I asked about her pictures and applications. She said she has filled her memory card up with pictures and now for the last 3 months saving all her pictures onto her phone. She also has loads of applications on there. Rather than guide her through those steps I just told her to have a general blackberry clean up of things she doesn't use. For example all her random stuff. I also talked her through saving her pictures straight to her desktop. If that doesn't help then I have told her to give a call back and I will talk her through your steps.

Thank you so much for your help guys, I would have never thought of this.
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Old 04-10-2009, 12:04 PM   #10 (permalink)
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glad to know we can be of some service
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