Expert: Roberto Serrano - 3/29/2008

Question
QUESTION: My Pearl keyboard does not respond sometimes.  The phone will ring and I can not press any button and answer the phone or I can not put in a phone #.  I have a new AT&T sim card.  Afer reading your answer to another question, I checked the serial #.  I does begin with 890 but I am unsure to the size.  Have you seen the keyboard prolem before?  Where on the sim card do I find the size?  Thanks.

ANSWER: Hello Debra,

I dont believe it will be your sim card when your keyboard gets stuck or if it does not respond it usually means either the software on the phone needs to be rebooted or it means that your phone has physical water humidity or some type of moisture damage. This is what I am going to recommend to you take out the battery to your device in back of the device you will see a circular sticker if it is white that means there is no damage to your device in means of humidity or any type of water damage. If the sticker is pink red or any other color it means you have water damage and that is the cause of your phone misfunction. If all is well I will recommend a phone hard reset first backup all of your information you have stored on your device including contacts pictures ringtones any videos people might of sent your way and any documents. You can use the blackberry manager in order to do that and backup your information with the usb data cable. Please note that this will delete everything from your device and your phone will be reset as to the same settings as to when you received your phone. Go to Options / Security Settings / General Settings, then click the Menu button and choose "Wipe Handheld". You will need to type in blackberry to confirm your request but your device should be cleaned off after that. Now after you have performed all of the above resets and checks there is one last resort your phone comes with a one year manufacturers warranty that your cell phone company takes care of so please call your cell phone company and they will forward you to the appropriate department. If your device is over a year old you can then send the phone to a repair center for further repair. I hope that I have been of help to you any further questions that you may have please do not hesitate to ask. Thank you for your question.


---------- FOLLOW-UP ----------

QUESTION: When I took the battery off, I did not see wa white (or any other color) circular sticker.  I found a rectanglular white label with the serial #, etc.  Where exacly is the sticker?

Answer
Hello Debra,

I do apologize on some devices instead of a circular sticker it is a rectangular label by your response I see it was white. The white rectangular label means that your phone has no damage to it now have you attempted to perform the reboot.