Trackball & trackpad troubleshooting:  BlackBerry

Use the following steps to determine how to resolve issues with a trackball or trackpad:


  1. Remove and re-insert the battery.
  2. Attempt to scroll left to right and up and down.
    • If the trackball / trackpad works, the issue has been resolved.
    • If the trackball / trackpad feels physically obstructed, refer customers to a retail location.
  3. Using Desktop Manager, back up the information on the device.
  4. Re-install the device software.
  5. If the issue is resolved, perform a Custom Restore of important information only.
  6. If the issue is not resolved, please Contact Us for additional troubleshooting.


Exception: If you have a BlackBerry Pearl 8100 or BlackBerry Curve 8320 and the above troubleshooting does not resolve the issue, follow these steps:


  1. Go to
  2. Select Store Locator and find the closest T-Mobile retail location to you.
  3. Call the location to see if they have a replacement trackball available.
  4. If they have a replacement available, take your phone to the store and a retail representative will replace the trackball for your device model.
  5. If no replacement is available, please Contact Us for additional support.