Troubleshoot common issues on your BlackBerry Bold 9650 smartphone

Last Updated: Nov 19, 2013

Performing the following steps can help you resolve some of the more common device issues that you may experience with your BlackBerry® Bold™ 9650 smartphone.

  • Check and update device software
  • Verify charging methods
  • Power cycle your device
  • Check functionality of applications (smartphones/PDAs)

Find and update your device software

Just like a computer, the software on your phone needs to be updated periodically to make sure you have all the latest fixes and enhancements to keep it running at optimal performance. Check your current version and perform any needed software updates.

Charging options

If your BlackBerry Bold is not charging:

  1. Check that all cables and plugs are fully inserted into ports and power outlets
  2. Remove and reinsert the battery, making sure the connectors line up
  3. If you connect your BlackBerry Bold to your computer to charge, verify that your computer is turned on. If you connect using a USB hub, the hub must be self powered to provide enough power to charge your device.

Power cycling

By power cycling your phone, you will be able to re-register your phone with the network, which may correct slow down issues, data connection issues and other problems.

To power cycle your phone:

WARNING: For PDAs and smartphones, performing a power cycle may cause the loss of some unsaved data or information. Before removing the battery, we recommend you save any data or information you want to keep.

  1. Turn the phone off
  2. Remove the battery
  3. Reinstall the battery
  4. Turn the phone on

Note: It can take several minutes for the phone to restart after removing the battery. It is normal for a white screen and timer icon to display during startup – it is not an indicator that the phone is locked or frozen.


If you recently downloaded an application and noticed a difference in your Bold's performance, the new application may be causing the problem. To troubleshoot this:

  1. Uninstall the new application
  2. Power cycle the phone
  3. It should now perform as expected. If it does, then you can try to reinstall the application.
  4. If you continue to have problems after you reinstall the application, we recommend you uninstall it.
    • If the application came from a third-party vendor and not from a Sprint site, contact the application provider to help you work through the problem. Please keep in mind that if the application you downloaded came from a Web site other than, it may not be a Sprint-supported application.
    • If you continue to have problems after uninstalling the application, or the application was downloaded from, please contact us.

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