Buttons or trackpad won't respond on a BlackBerry device

    Troubleshoot problems with unresponsive buttons or problems with the trackpad on a BlackBerry device.

     

    Buttons won't respond

    1. Make sure of 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 retest the issue.
      • Your device is on 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). For steps, head over to the Phones page, select your device, and you'll find steps for checking the LDI. If your device has liquid damage, contact us.
    4. Turn off your device.
    5. Wait 5 seconds and then turn your device on to retest the issue.
    6. Perform a master reset. For steps, head over to the Phones page, select your device, and you'll find steps for resetting your device.
    7. If the issue persists, contact us for additional support.

     

     

    Trackball or trackpad isn't working correctly

    1. Turn off your device.
    2. Wait 5 minutes and turn your device on.
    3. Retest the issue.
    4. Try scrolling left or right to fix the problem.
    5. Make sure your device is on the latest software version.
    6. If the issue persists, contact us for additional support.