How to reset PRIV

How-To

priv_troubleshooting_featuredHere’s a quick overview of three different ways you can reset your device and when to use each option.

I’ve also included some tips to help you start PRIV if your device is showing a black bootloader screen, or a black screen with the Android robot on its side, and an orange/red explanation mark above it.

Let’s begin🙂

Did you know that PRIV comes with 12 months of free, complimentary support?
Call 1-866-533-8067 (Canada\USA), or 0800-141-3330 (UK)!

As mentioned earlier, PRIV offers three different reset methods.

The first method, which should be used 99.9% of the time when you want to reboot your device, is using the Reboot option that appears after pressing the Power key.

  1. Press and hold the Power key for 3 seconds
  2. Select Reboot from the menu that is presented

The second reset method should be used if pressing the Power key does not produce the menu with Power Off and Restart. For example, if an app or game you are using won’t close, use this option to restart your device.

  1. Press and hold the Power key for 12 seconds

Should your device fail to respond, the final reset method is to press and hold the Power key for 32 seconds which is equivalent to removing the battery. This should result in your device booting up successfully.

If it fails to start, however, verify you are not pressing any other keys such as Volume Up, Mute, or Volume Down while performing any of the reset methods listed above. If you use a case for your device you may want to remove it as it might be pressing a button inadvertently.

Should your device fail to start after completing these reset methods, review the following and, should the issue persist, please call BlackBerry for assistance.

Screen is black, and PRIV doesn’t show any LED activity

In this scenario, connect your PRIV to the charger that came in the box and plug it in. When your device shows the battery icon with at least 5% charge, press the Power key, ensuring no other keys are pressed for 3 to 5 seconds to start your device. Should PRIV fail to start up, please contact BlackBerry Support.

Stuck at boot screen, with a BlackBerry logo, and a blue LED

If you find your device in this state, press and hold the Power key for 15 seconds, ensuring the Volume up, Mute, and Volume down buttons are not pressed. Should PRIV fail to start up, please contact BlackBerry Support.

PRIV shows the Android robot, on its side with an orange caution symbol

If your device is in this state, press the Power key only for 15 seconds, ensuring other buttons such as Volume up, Mute, and Volume down are not pressed. Should PRIV fail to start up, please contact BlackBerry Support.

Got a question? Leave a comment and let me know!

To learn about PRIV by BlackBerry or troubleshoot an issue, there are several great options available to help. Visit http://blackberry.com/privsupport for access to product documentation, how-to demos, tips and tricks, YouTube videos, support forums, knowledge base articles, Twitter support, and contact information for your region.

About Ty Williams

Community Content Manager & Blogger @ BlackBerry. Connect with me on Twitter @TyWilliamsCA

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