Problem #1 – Security update results in error screen on reboot
BlackBerry has been sending out OTA security updates monthly, but users have found that following the December update, the device lands on an error page after reboot, and continuous attempts at restarting the phone leads to the same error. Even more users have faced this problem following the January security updates.
Potential solutions:
- The good news is that the solution that has worked for most users is very simple, and requires only a Hard Reset of the device, by pressing and holding the volume up and down keys simultaneously for at least 10 seconds, when you reach the error screen. This seems to fix things and everything is fine on the next reboot, with all the data and information safe.
Problem #2 – Rapid battery drain and overheating
A lot of BlackBerry Priv owners have been complaining about the battery life. The phone has a whopping 3,410mAh battery in it, so it really should be capable of making it through even the busiest of days. Sadly, there are reports of rapid battery drain and overheating, which are likely to be symptoms of the same problem.
Workarounds:
- You might find that the problem is temporarily alleviated with a simple restart. Hold down the Power button and select Restart.
- Swipe down from the top of the screen with two fingers and make sure Battery saver is on. It will reduce performance and background data when power is low to extend the battery a little.
- You could also go to Settings > Display and reduce the brightness under Brightness level and the screen time out under Sleep.
Potential solutions:
- Make sure that your OS and apps are fully up to date. Go to Settings > About phone > System updates and tap Check for update. Open the Play Store and tap Menu — represented by three horizontal lines in the upper-left corner — then My apps & games > Installed and Update all.
- There’s a good chance that an app or game is causing the issue. If you notice issues specifically with a certain app, then go to Settings > Apps > All and find the app in question, then tap Force stop and Clear cache. If that doesn’t help, then try uninstalling and reinstalling it.
- Some people have found that tweaking their cellular or mobile network settings helped. Go to Settings and choose More under Wireless & networks and then Cellular network > Preferred network type. Try changing the settings to see if it makes a difference. Some carriers lock these settings down, in which case you might not have the option to make any changes.
- You can check if a third-party app is to blame by booting into safe mode. Press and hold the Power button and then tap and hold on Power off, then tap OK to reboot to safe mode. If you find the problem is resolved when in safe mode, then you can uninstall apps one-by-one until you find the culprit, or go straight for a factory reset and install selectively, testing to see if the problem returns after each app is installed.
- Your final option is a factory reset. Make sure you backup everything precious and then go to Settings > Backup & reset > Factory data reset > Reset phone.
Problem #3 – Top left of the display stops responding to touch
Many users have found that the top left of the screen stops responding to touch, making certain icons or the back arrow in apps unusable.
Potential solutions:
- This issue was seen recently with the LG V10 as well, in which the top right of the display stopped responding instead, but, the app causing the problem in both instances is the same, with the Facebook Messenger app at fault once again. Users have found that uninstalling the app solves the issue right away. Hopefully, a future update of the app will address this problem.
- However, some users have found some other rogue apps to be causing this issue as well. Boot the device into Safe Mode and see if the issue persists. If it doesn’t, remove any recent applications you may have installed before the issue showed up, and see if that fixes it.
- If you absolutely cannot remove the app at fault, a temporary fix seems to be a Soft Reset, after which, the issue goes away, at least for a few hours.
Problem #4 – Wi-Fi won’t connect, disconnects, or slow
A few people have had trouble with the BlackBerry Priv connecting to Wi-Fi networks. Some people have found that it frequently disconnects, or the connection slows down inexplicably. This is a common issue for smartphones and there are lots of things you can try.
Potential fixes:
- Turn your BlackBerry Priv and your router off, and then turn them on again. This often works, but it’s rarely a permanent fix.
- Go to Settings > Wi-Fi, long press on your troublesome router, then tap Forget network, and try setting it up from scratch.
- If you’re connecting to 5GHz and there’s a 2.4GHz option, or vice versa, try switching to see if it makes a difference.
- Use a free app like Wifi Analyzer to make sure that your channels aren’t too crowded. If you find that you’re using a busy channel, then try switching to a different one.
- Check that the MAC filter on your router is off, or add your BlackBerry Priv MAC address. You should find it listed in Settings > Wi-Fi > More > Advanced.
- Make sure that Keep Wi-Fi on during sleep is set to Always. You’ll find it in Settings > Wi-Fi > More > Advanced.
- Make sure that your router firmware is up to date. Check with your ISP or manufacturer about updates.
Problem #5 – SIM card errors
Many users have found the “No SIM card” error to pop up intermittently multiple times during the day. Some users have also found a “New SIM detected” message to come up instead, with this requiring a reboot before the device recognizes the SIM again. There seems to be multiple hardware and software related issues that are causing this problem.
Potential solutions:
- First, check to make sure that the SIM card itself isn’t faulty, by checking it with another device. Most network carriers will offer a replacement SIM for free, or with a minimal fee, and some users have found the issue to go away with a new card.
- Some users have found that the SIM card tray is at fault, and can be quite loose in the slot, and pushing the slightly firmly into the slot seems to work. Pressing the top of the phone where the SIM tray is located when taking the device out of the pocket or or a holster case seems to cause the problem. You can try and be careful to avoid reproducing the issue, but if it gets very persistent, the only option here will be to pick a replacement smartphone.
- In some cases, this may also be a software issue. Some users have found that going to Network Settings and choosing “4G LTE & 4G & 3G,” instead of the other options, seems to fix the problem.
Problem #6 – SMS or MMS not working
If you’ve been having problems with sending or receiving SMS or MMS messages, you’re not the only one. A few people have reported recurring issues with text messages not sending properly or arriving late on the BlackBerry Priv.
Potential fixes:
- Make sure that your OS and apps are fully up to date. Go to Settings > About phone > System updates and tap Check for update. Open the Play Store and tap Menu — represented by three horizontal lines in the upper-left corner — then My apps & games > Installed and Update all.
- Check with your carrier about your APN settings and other details of your network. Take a look under Settings > Wireless & networks > More > Cellular network to confirm they’re correct.
- Some people report success after a factory reset, but the problem may return. If you want to try it, then back up everything precious and go to Settings > Backup & reset > Factory data reset > Reset phone.
Problem #7 – Camera cannot focus
Some users have found that their device camera now seems to be out of focus all of a sudden.
Potential solutions:
- Some users have found the device camera to be out of focus, but this usually occurs when the phone or camera has been in use for a while, resulting in a warm phone. Turn off the camera app, let the device cool down, and this seems to take care of the problem for these users.
- However, faulty/damaged hardware may be the cause, and the only solution in this case is to pick up a replacement device. To check for hardware damage, download the BlackBerry Virtual Expert, and run the relevant tests, in this case, the camera test and the gyroscope test.