Buttons or keys on device don't respond

Troubleshoot problems with unresponsive buttons on your phone.

 

If you need help with doing any step, visit the Devices page, select your device, and find the steps.

 

Buttons won't respond

  1. Check the following:
    • Your device keypad isn't locked.
    • You're not using accessories such as covers, cases, or skins. If you are, remove them and test if the issue continues.
    • Your device has the latest software version.
  2. Check for stuck buttons. If a button appears to be stuck, gently wiggle the button from side to side with your finger to pop it back into place.
  3. Check the liquid damage indicator (LDI). If your device has liquid damage, contact us.
  4. Turn off your device.
  5. Wait five seconds, and then turn on your device.
  6. Test if the issue continues.
  7. Perform a master reset on the device.
  8. If the issue persists, contact us for additional support.

 

 

BlackBerry trackball or trackpad not working correctly

  1. Turn off your device.
  2. Wait five minutes and turn on your device.
  3. Test if the issue continues.
  4. Try scrolling left or right to fix the problem.
  5. Check your device has the latest software version.
  6. If the issue persists, contact us for additional support.