Solved

blackberry 8310 keeps powering off

Posted on 2009-05-12
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Last Modified: 2012-05-06
I have a user whose Blackberry 8310 keeps turning off of it's own volition.  He states that it usually happens when he's on a call - and right before the phone looses power, he states that he and the person on the other end of the line can hear a loud buzzing.  At this point, the only way to turn the phone back on is to plug in a charger.

Of course, our first call was to our provider, AT&T.  We done a warranty replacement (refurb unit); not once, not twice, but thrice.  My user has also replaced the battery with a new as well as the SIM card.

The only new thing about the account is a recently added overseas calling plan, which however unlikely, I've removed to rule out anything.
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Question by:Geisrud
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18 Comments
 
LVL 11

Expert Comment

by:g000se
ID: 24364541
Hello,

I had a similar problem with a BB 8700 and had to replace the unit.  I thought it was the battery too but it wasn't .  Maybe the O/S on the BB needs to be upgraded.   You can use the BB desktop manager to upload the newer O/S.  Check with your provider.
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Expert Comment

by:-Drifter-
ID: 24364563
Are there any third party apps on the device?
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LVL 14

Author Comment

by:Geisrud
ID: 24364565
We upgraded to OS on the initial device, and all subsequent replacements have had the latest OS.
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LVL 14

Author Comment

by:Geisrud
ID: 24364576
Drifter,

None.  This starts happening on the new phone as soon as he gets it.
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LVL 11

Expert Comment

by:g000se
ID: 24364623
do you have a different model BB to assign to the user to see if it happens again?  This way you can narrow the problem down.  Just a thought.
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LVL 14

Author Comment

by:Geisrud
ID: 24364777
We do not - we're not using BES, so  we don't manage the devices themselves.  Only a corporate account.
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LVL 26

Expert Comment

by:Gary Cutri
ID: 24364929
Hi, is the user using a Bluetooth headset, car kit or a cabled earpiece?  Over the years I have been sent to investigate many of these types of issues and it is rarely a device or carrier fault (especially after three devices).
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LVL 26

Expert Comment

by:Gary Cutri
ID: 24364953
P.S. Do your other users have the same device?
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LVL 11

Expert Comment

by:g000se
ID: 24364955
oic

It sounds like you have covered all your bases.  If your'e not using BES, I would contact your current vendor who manages the devices which it sounds like you have.  You may want to contact them again and request for a solution because at this point you have exhausted your resources.  Maybe his SIM card is bad but I am grasping at straws here.
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LVL 14

Author Comment

by:Geisrud
ID: 24365158
Garycutri - No bluetooth headset.
Garycutri - Plenty of others using this same model - no one else is having this problem.

g000se - We have replaced the SIM card.  As for our vendor, which is AT&T (currently we're setup just like any single user, we just have some company discounts etc...), they have no suggestions as to what else to try.

I'm going to replace the phone - he's eligible for an early upgrade discount.
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Expert Comment

by:-Drifter-
ID: 24365188
Have you resent service books to the device?

If the device is practically new, try wiping the handset first then resend the service books.
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LVL 14

Author Comment

by:Geisrud
ID: 24365226
Drifter - What are service books?
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LVL 11

Expert Comment

by:g000se
ID: 24365269
Has ATT&T bounce the user from their network (reset)?
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LVL 11

Expert Comment

by:g000se
ID: 24365278
*AT&T
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Expert Comment

by:-Drifter-
ID: 24365381
Geisrud:

Service Books on your BlackBerry enable various services to be rendered to your BlackBerry, such as email configurations, the browser and attachment services.
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LVL 14

Author Comment

by:Geisrud
ID: 24365747
I'll pursue these last few suggestions if necessary, after the new phone arrives.

Thanks everyone for all the great ideas.
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LVL 11

Expert Comment

by:Mighty_Silly
ID: 24366068
Well, hopefully the new phone will solve this weird issue.

I was going to suggest asking the Carrier to "re-do" his account - pretty much delete his account in their system and re-create it.  There's no way to tell with his recent addition/removal of the int'l calling plan that the carrier tech who worked on his account didn't Fat finger something.  We had to call our Carrier numerous times on activation issue to find out the user didn't have data plan (even though user been on BES for YEARS.... hahaha.)

-silly-
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LVL 14

Accepted Solution

by:
Geisrud earned 0 total points
ID: 24870257
We ended up purchasing a new phone.  Nothing we tried, including 4 warranty replacements and all the tech help AT&T could provide could put humpty-dumpty back together.

Thanks for advice.
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