Troubleshoot common issues on your Blackberry Tour 9630 smartphone

Last Updated: Nov 18, 2013

Performing the following steps can help you resolve some of the more common device issues that you may experience with your Blackberry® Tour™ 9630 smartphone.

  • Check and update device software
  • Update the device data profile
  • 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.

Update the device data profile

If you are experiencing any data issues, we recommend performing a data profile update. This will refresh your data service parameters such as username and password and help clear out any memory issues that might be affecting the device.

To update your profile:

  1. From the Main screen, select Options, and press the trackball
  2. Select Mobile Network
  3. Make sure Data Services is set to On and Mobile Network is set to Sprint PCS
  4. Highlight Sprint PCS, and press the trackball
  5. Select Update Profile, and press the trackball and the device will start Provisioning
  6. When Provisioning is complete, press OK

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.

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.

To power cycle your phone:

  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 phone's performance, the new application may be causing the problem. To troubleshoot this:

  1. Uninstall the new application
  2. Power cycle the device
  3. The device should perform as expected. If so, then you can attempt 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 experience problems after uninstalling the application, or the application was downloaded from, please contact us.

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