Troubleshooting issues using the BlackBerry Virtual Expert

How-To

Q10Does your BlackBerry need a health assessment? Are you considering a repair? If so, check out the BlackBerry Virtual Expert (BBVE), a simple, self-guided diagnostic app for BlackBerry smartphones.

Depending on what type of smartphone you are using, you can run tests to help identify if an issue is occurring and get recommendations on how to solve the problem.

To help you get started with BBVE, here’s a quick overview of how to use this app and what to do if a tests fails.

How to use the BlackBerry Virtual Expert

If you are using BlackBerry 10 OS version 10.2.1, BlackBerry Virtual Expert is built in and can be found by opening the Help app followed by tapping Testing along the bottom toolbar. Within this screen, tap Try this now to open BBVE.

For smartphones running BlackBerry OS version 10.2 or earlier, or BlackBerry OS version 7.1 and earlier, to use BBVE you need to install it first.

To do this, open BlackBerry World on your smartphone and search for “BlackBerry Virtual Expert,” or use the following steps to scan a barcode. After installation is complete, look for the BBVE icon that appears on your home screen.

  1. Open BlackBerry World.
  2. Complete one of the following:
      • If your smartphone is running BlackBerry 10 OS, swipe down from the top of the screen and tap Scan Barcode.
      • If your smartphone is running BlackBerry OS version 7.1 or earlier, press the Menu key followed by Scan a Barcode.
  3. Scan the following barcode and tap Download.

BBVEBarcode

After opening the BBVE, the Health tab appears by default which allows you to identify basic details about your smartphone and quickly access specific settings.

If you select Tests along the bottom toolbar, you can run all of the available tests at once or test a specific feature. To test everything at once, tap All Tests or select a specific feature or function you’d like to test.

If you have concerns about your headphone jack for example, select Audio Test to run a variety of audio-related tests, or optionally select Choose A Test followed by tapping on the specific test you’d like to run.

When you start testing a feature, follow the instructions displayed on your smartphone and complete the required actions followed by recording a result: Pass 00-pass, Skip 00-skip, or Fail 00-fail. When all of the selected tests are completed you are shown your results indicating what passed, what tests were skipped, and of course, any tests that may have failed.

One of the BBVE tests failed! Help!

Should a test fail while using BBVE, after reviewing the suggestions on the Results tab, here are a few things you can do to help get an issue resolved efficiently.

Step 1 – Summarize the issue

Creating a summary of the issue you are encountering and recording what troubleshooting steps you have already taken is a great step that helps our support teams better assist you. In addition to creating a summary, obtain your BlackBerry smartphone details using the steps below.

  • If you are using a BlackBerry 10 smartphone, to identify your OS version, tap Settings > About and in the Category drop-down list, select OS. To identify your PIN, tap Settings > About and in the Category drop-down list, select Hardware.
  • If you are using a BlackBerry OS smartphone, check out this post for help identifying this information.

Step 2 – Back up your device

When you contact support for a potential repair issue, they will guide you through this process, so doing this before you contact support can help speed things along.

If you are using a BlackBerry 10 smartphone, download and install BlackBerry Link for PC or Mac so you can back up your smartphone. For help backing up and restoring your smartphone data, please review the BlackBerry Link User Guide for PC or Mac.

If you are using a BlackBerry OS device, download BlackBerry Desktop Software to back up your smartphone. For help backing up and restoring your data, review the BlackBerry Desktop Software user guide (PC, Mac).

Step 3 – Use self-service support options

  • Join the BlackBerry Support Community Forums and create a new post about your issue. Be sure to include the summary you created in step 1 because this allows community members to suggest alternative steps that may help resolve the issue you are encountering.
  • Review and search the BlackBerry Knowledge Base for a support article that may provide a solution to the issue you are encountering.

Step 4 – Contact your service provider or visit a BlackBerry Expert Center

If you are still unable to resolve the issue, consider contacting your service provider or BlackBerry Expert Center for additional assistance. As mentioned earlier, having your smartphone details and a summary of troubleshooting performed will help out whoever is assisting you with the issue.

For help contacting your service provider, search using your favorite browser for your service provider’s support website.

Depending on where you are located, you may have the option of visiting a BlackBerry Expert Center. For help finding a BlackBerry Expert Center near you, check out the following link: Find help at a BlackBerry Expert Center.

Frequently asked questions

Why does BlackBerry Virtual Expert need permission X, Y & Z?

For BBVE to perform specific tests, select permissions must be enabled the first time you open BBVE. You can optionally disable some or all permissions but keep in mind any tests requiring disabled permissions will not work. If you run a test that requires a specific permission such as the ability to use the camera, you will receive a notification to update your permission settings.

What tests does BBVE include?

Depending on which type of BlackBerry model you are using, available tests include:

Touch Screen
Display
USB Port
Main Keypad
Keyboard
Side keys
Slider
Cameras
Camera Flash
Receiver Speaker
Loudspeaker
Stereo Loudspeaker
Stereo Headset
Microphone
Vibrator Bluetooth
Status LED
Gyroscope
Accelerometer
Orientation Sensors
HDMI Connector
USB Connector
SIM Card Connector
SD Card Connector
Wireless Charger
GPS hardware
Light Sensor
Proximity Sensor
Wi-Fi

Where can I learn more about BlackBerry Virtual Expert?

If you are using a BlackBerry 10 smartphone, check out our web-based training for an interactive overview of how to use this application or use the Help app on your smartphone and search for “BlackBerry Virtual Expert.”

About Ty Williams

Community Content Manager & Blogger @ BlackBerry. Follow me on Twitter or Google+

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