Try the following actions to resolve the issue. If the issue persists, proceed to the next troubleshooting step.
Try to duplicate the issue
Validate that you understand the symptoms that you are experiencing. For example, practice using, moving, and navigating using the trackball or trackpad to duplicate the experience.
Clean the trackball
The trackball on a BlackBerry smartphone can get dirty from everyday use.
Note: Do not use water, compressed air, or any cleaners on the trackball. This damages the BlackBerry smartphone and voids the warranty.
Hint: Removing the battery as part of this process helps to avoid accidental key presses.
To clean the trackball, complete the following steps:
Test trackball sensitivity
To test trackball sensitivity, complete the following steps:
Make sure the trackball is not affected by a software freeze or an application freezing.
To check if a software freeze is affecting the trackball, complete the following steps:
Perform a Hard Reset
A hard reset is similar to restarting a computer that stops responding. A hard reset closes all running BlackBerry applications, restarts the BlackBerry smartphone operating system, and restarts the hardware components of the BlackBerry smartphone, including the wireless transceiver. A hard reset does not delete any settings or data on the BlackBerry smartphone.
Note: If you completed the Clean the trackball procedure then you have already performed a hard reset on the BlackBerry smartphone.
To perform a hard reset, complete the following steps:
Note: If the issue returns after performing a hard reset, then contact technical support for further investigation.
Your wireless service provider may participate in the trackball replacement program, contact them to see if they do.
Note: the trackball replacement program covers the following BlackBerry smartphone models:
Update the BlackBerry Device Software
You can download the latest version of Blackberry Device Software from www.blackberry.com/update. Follow the instructions on the screen to download the latest version currently available from your wireless service provider.
If this issue is still not resolved, follow your wireless service provider's procedures to service or return the BlackBerry smartphone.
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