Welcome to the BlackBerry Troubleshooting Toolkit!
With this site, you will have access to real-time support that will allow you to identify and resolve the top BlackBerry smartphone customer troubleshooting requests
Click on the topics on the left to access troubleshooting steps, watch videos and download job aids to help you resolve common issues.
Click here to download the Job Aid for Using the BlackBerry Troubleshooting Toolkit.
Important note regarding software
When troubleshooting BlackBerry® smartphone issues with customers, you may need to perform one or more of the following actions:
- Software updates
- Smartphone backup
- Smartphone restore
- Software reload
If you need to perform any of the actions listed above, use the following methods for troubleshooting:
- For assisting customers with software updates through the Internet, use the information found at KB16068.
- For assisting customers with updates, backup, restore, and reloads, use the BlackBerry Virtual Expert Tool (BBVE).
- If BBVE is not available, direct customers to use the BlackBerry Technical Solution Center (BTSC). Guide the customer to the information found at KB03621.
Note: BlackBerry® Desktop Manager is for original end user only.