Keys & buttons troubleshooting

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. Review the Check for damage to a device page to determine if your device has physical or liquid damage.
  4. Turn off your device.
  5. Wait five seconds, then turn on your device and see if the buttons are working.
  6. Make sure your device has enough free memory. You'll need at least 15% free storage space.
  7. Perform a master reset on the device to delete everything and reset the settings.

 

 

Buttons do the wrong thing

Use these steps if you press a button and it does something other than what it's supposed to.

 

  1. Remove any accessories such as covers, cases, or skins and try again.
  2. Review the Check for damage to a device page to determine if your device has physical or liquid damage.
  3. Turn off your device.
  4. Wait five seconds, then turn on your device and see if the buttons are working correctly.
  5. Make sure your device has enough free memory. You'll need at least 15% free storage space.
  6. Perform a master reset on the device to delete everything and reset the settings.

 

 

BlackBerry trackball or trackpad issues

  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.