Reload an unresponsive BlackBerry 10 Device on Windows

The following steps explain how to reload an unresponsive BlackBerry 10 device using a Windows computer.

This process is required when attempting to reload the operating system on BlackBerry’s that unresponsive and are not being detected by the BlackBerry Link Software.

Note: Completing the reload process will delete all content from the device. If you haven’t backed up your BlackBerry previously with BlackBerry Link, the content will not be recoverable. 

  1. Close BlackBerry Link and BlackBerry Desktop Software if installed.
  2. Disconnect all Blackberry smartphones from the computer.
  3. Navigate to www.blackberry.com/updates using Internet Explorer or Mozilla Firefox.
  4. Scroll down to Update on the web and click Check for Updates.
  5. When prompted, click Save File.
  6. When prompted, click Run to install the drivers.
  7. When the application loader launches, connect the BlackBerry 10 smartphone.
  8. Hold the power button for 10 seconds until the BlackBerry smartphone turns off.
  9. Press the power button again to turn on the device.
  10. A prompt will appear and the BlackBerry LED will light up red, USB: UNKNOWN or USB: BlackBerry (PIN) will display on the drop down.
  11. Click OK.
  12. A prompt will state Checking for BlackBerry Device Software updates. The device will now automatically power off and on with the LED lighting up green.
  13. Follow the onscreen prompts to reinstall the BlackBerry software.