Tips

Troubleshoot issues related to text messaging on your BlackBerry Q10

Last Updated: May 16, 2014

This article helps troubleshoot text messaging issues on your BlackBerry Q10.

You may have text messaging issues if your phone is:

  • Unable to send or receive text messages
  • Displaying error codes or network messages when you try to send a text message

These steps help identify and resolve the underlying cause. After completing each step, test to see if the issue is fixed. If not, continue to the next step.

  1. Verify your BlackBerry Q10 is connected to the Sprint voice network.

    Be sure your BlackBerry Q10 is connected to the Sprint voice network to send or receive text messages by making a test call.

  2. Update the Data Profile and Network PRL.

    1. From the home screen, scroll to and tap Setup.
    2. Tap Self Service.
    3. Tap the Menu icon.
    4. Tap Update Profile.
    5. After the profile update is complete, tap OK.
    6. Tap the Menu icon.
    7. Tap Update PRL.
    8. After the PRL update is complete, tap OK.
  3. Perform a soft reset.

    A soft reset reconnects your BlackBerry Q10 to the Sprint network.

    1. Press and hold the Power key to turn your BlackBerry Q10 off.
    2. Remove the battery. After 30 seconds, reinsert the battery.
    3. Press and hold the Power key to turn your BlackBerry Q10 back on.
    4. Test your phone to see if the issue is resolved.
  4. Have you ever been able to send or receive a text message on your BlackBerry Q10?

    If your BlackBerry Q10 is active and you've never been able to text, contact Sprint Customer Care for further troubleshooting.

  5. Have you moved to the BlackBerry Q10 from an iPhone?

    Some users will experience SMS issues when moving from an iPhone to a non-iOS device like the BlackBerry Q10.

    To resolve this issue the SMS service should be removed from Apple's iMessage service. This can be done from any web browser.

    1. Go to the Apple support webpage at Supportprofile.apple.com.
    2. Log in with your Apple ID.
    3. Under My Products, click on Edit Products.
      • If no products are registered, skip the following steps.
    4. Click on the X to the right of the iPhone.
    5. Click Unregister.

    Your SMS service is no longer registered with Apple's iMessage service.

Note: To optimize device performance, be sure your BlackBerry Q10 is running the most recent device software. Check for software updates.

If you're still having issues, please try our community pages for the BlackBerry Q10 or contact Sprint Customer Care for more help.

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