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Old 12-07-2010, 09:14 AM   #1 (permalink)
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Default Software update failed - Not starting anymore

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Hello all,

I just received my new Torch today and wanted to install the additional language packs when the BlackBerry Desktop Software told me, that there is a new OS version available.
I followed all the instructions but during the installation process i got an error message saying BlackBerry Desktop Software could not connect to the device and I should reconnect it. Now my Torch doesn't boot up anymore
The only thing it shows on the screen is a battery symbol with a red cross and the progress bar sticks at about 2/3.
Is there a chance to fix this?

Regards and thanks
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Old 12-07-2010, 09:42 AM   #2 (permalink)
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Default Re: Software update failed - Not starting anymore

I don't know about that combination of symptoms (battery error AND booting). But first thing, have you tried a hard reset? Did you also remove the micro SD card? If not, with the power on, remove the battery. Also remove the card. Wait a minute (at least 30 seconds) and then replace just the battery. If it boots, replace the card and see what happens.

Also, what about the battery? Did you charge it before you started using the device?
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Old 12-07-2010, 09:52 AM   #3 (permalink)
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Default Re: Software update failed - Not starting anymore

Hi,

Thanks for your reply.
Yes, I did try a hardreset, but this didn't change anything.

The battery had been charged and was still around 70% when I started the upgrade.
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Old 12-07-2010, 10:21 AM   #4 (permalink)
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Default Re: Software update failed - Not starting anymore

If it is brand new, you ought to at least consider just taking it back to the carrier for them to fix or exhange.

If you want to soldier on and maybe figure out whether it was you or the device, then....

You should not be using a USB hub or a USB connection on a monitor or keyboard or anything like that. Use a connection on the computer. Make sure the computer will not shut off power to the USB. Make sure the USB you do use is working and troublefree. If your Windows is flakey, go to another computer.

Now, see if your BlackBerry will boot in safe mode. KB17877-How to start a BlackBerry smartphone in safe mode If so, then see if you can connect to the computer and proceed with the OS upgrade. (I don't in fact know whether you can do an upgrade with the device in safe mode, but maybe we'll find out.)

If you can't boot in safe mode, the I believe you next step is to wipe the device software. See the following:

How do I wipe the BlackBerry using Jl Cmder? - BlackBerryFAQ

What to do next if Jl Cmder will not connect and wipe - BlackBerryFAQ

You will use JL_CMDER to wipe the OS. Then you will re-install the OS.

You may download and install the latest OS released by your service provider, or install the latest OS version released by another carrier for your model. It's your choice. See the latest OS thread for your model if you want the latest version released for your model.
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Old 12-07-2010, 11:31 AM   #5 (permalink)
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Default Re: Software update failed - Not starting anymore

Hi,

Unfortunately I can't bring it back to the carrier. I bought it trough eBay in the states because it hasn't been released yet here in switzerland.

It doesn't boot in safe mode.

I also tried to wipe it using Jl cmder and BBSAK but both without success.
They both couldn't connect to the device (plugged in directly to the computer, no hubs or other stuff).

What I then tried was what your second link said ("What to do next if Jl Cmder will not connect and wipe"). I downloaded the latest OS and deleted the vendor.xml. However, when the AppLoader tries "Reconnecting to JVM" it fails with an error message saying it could not connect to the device.

Do you have any idea why?

Regards and thanks
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Old 12-07-2010, 12:10 PM   #6 (permalink)
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Default Re: Software update failed - Not starting anymore

I don't.

Are you letting desktop manager do it automatically via the internet? Or are you downloading and installing the OS on the computer then installing to the device? I recommend you do it the old fashioned way: Download the OS file, run the installer, and then install to the device. If you are using the "latest OS" thread here on the forum, follow the instructions exactly. EDIT: I read your post above again and see you downloaded the OS software.

The only other thing I know to try is try it with another computer.

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Last edited by aiharkness : 12-07-2010 at 01:00 PM.
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Old 12-07-2010, 12:44 PM   #7 (permalink)
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Default Re: Software update failed - Not starting anymore

.....I've been looking an found it discussed several places. I really suspect your computer.

A couple questions. When you finally wiped it, you really did wipe it, correct? You had the 507 error on the screen?

When it wouldn't connect at reconnecting JVM, did you give it another try?

Did you try a cold reboot on the computer, then try the upgrade again?
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Old 12-07-2010, 02:13 PM   #8 (permalink)
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Default Re: Software update failed - Not starting anymore

Hi,

Yes, I downloaded the OS to my computer and tried it that way.

No, I didn't really wipe it, because neither JlCmd nor BBSAK can connect to the device (BBSAK: No device connected) (Means no, I never had error 507 on the screen).
I tried it with my old BB 8900 on the same computer. This works.

I now tried it with 3 computers, 2 notebooks running W7 Enterprise x64 and 1 super-old Dell Desktop on Windows XP SP2. Non of them were able to connect to my device:( And I tried several cold boots.

The message I get with AppLoader at the end is "Unable to reconnect to the device during a multi-stage load operation". This seems to be quite a common error, but I couldn't find a solution yet.
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Old 12-07-2010, 03:03 PM   #9 (permalink)
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Default Re: Software update failed - Not starting anymore

KB04269-Unable to connect to the BlackBerry smartphone during a multistage loading operation

Reload OS, "Unable to reconnect to the device duri... - BlackBerry Support Community Forums
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Old 12-07-2010, 05:20 PM   #10 (permalink)
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Default Re: Software update failed - Not starting anymore

Didn't help either:(

I set up a completely clean new XP SP2 on a spare Lenovo T61 notebook.
It powers my camera, the iphone and some other peripherals via USB at the same time, so this shouldn't be the problem. I have also adjusted the power settings according to the KB.

However, the result is the same -> "Unable to reconnect to the device during a multi-stage load operation".
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Old 12-07-2010, 06:29 PM   #11 (permalink)
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Default Re: Software update failed - Not starting anymore

I hate to say it's the device, so I won't yet.

Battery is good, not flakey? Any way to try again with a different battery?

Is there AV and/or anti-malware running on the computers you tried? And did you try it with those applications shut down?

Ditto the USB cable. Maybe that's a long shot, but worth a try if you've been using the same one all along and you can try another.
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Old 12-07-2010, 07:59 PM   #12 (permalink)
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Default Re: Software update failed - Not starting anymore

With your device plugged in the usb and into your computer pull the battery and then put the battery back in
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Old 12-08-2010, 02:24 AM   #13 (permalink)
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Default Re: Software update failed - Not starting anymore

Quote:
Originally Posted by tbird57 View Post
With your device plugged in the usb and into your computer pull the battery and then put the battery back in
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tried this several times... didn't help
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Old 12-08-2010, 02:35 AM   #14 (permalink)
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Default Re: Software update failed - Not starting anymore

Quote:
Originally Posted by aiharkness View Post
I hate to say it's the device, so I won't yet.
that's what I was afraid of...

I don't have another battery, so I can't try this...

But I tried it using a different USB-Cable (1 from BB, 1 from Motorola), different USB-Ports, different comupters.
Yesterday, I set up a completely new windows XP with just the drivers needed (no AV, no Office, no Firewall... nothing), but this didn't help either:(
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Old 12-08-2010, 04:12 AM   #15 (permalink)
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Default Re: Software update failed - Not starting anymore

I'm out of ideas.
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Old 12-08-2010, 05:10 AM   #16 (permalink)
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Unhappy Re: Software update failed - Not starting anymore

me too...

I found a company in germany saying the can fix it for around 100$
Maybe I'll give it to them... it can't get worse though
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Old 12-08-2010, 06:54 AM   #17 (permalink)
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Default Re: Software update failed - Not starting anymore

Good luck.
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Old 12-08-2010, 05:06 PM   #18 (permalink)
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Default Re: Software update failed - Not starting anymore

Have you looked at your USB settings
see the article below

Tips for getting BlackBerry Desktop Manager to det... - BlackBerry Support Community Forums

4. If you are using a laptop computer disable the power management settings.
a. For Windows-XP and Vista do the following to disable power management on the USB ports
i. On the computer, right-click My Computer and select Properties.
ii. Click the Hardware tab, and then click Device Manager.
iii. Expand Universal Serial Bus controllers.
iv. Right-click the USB Root Hub and select Properties.
v. Click the Power Management tab, and clear the Allow the computer to turn off this device to save power check box.
vi. Click OK.


might be worth a try
Mark
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Old 12-08-2010, 06:00 PM   #19 (permalink)
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Default Re: Software update failed - Not starting anymore

I hear an echo
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Old 12-08-2010, 07:32 PM   #20 (permalink)
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Quote:
Originally Posted by devnull View Post
I hear an echo
Yes I do.
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