Dear Berry: Why is my BlackBerry 10 browser not responding?

Need advice on how to solve your BlackBerry woes? Dear Berry is here to save the day.

By Dear Berry on 9 Sep 2013 03:38 am EDT

Hello again readers! Dear Berry is here once again with a mailbag full of BlackBerry questions and woes. Today's question comes from a reader who says:

The other day I cleared the history and cookies under settings of the browser on my BlackBerry Z10. Ever since, the browser stopped working. It's frozen, unresponsive and I'm unable to navigate the page or click on links. Even trying to open a new tab doesn't work. Please help.

I am so sorry you are having this issue. I too experienced this problem and it is quite frustrating to find the browser crippled in this fashion. However, in the forums one of our members posted a solution which should have you up and running in no time. These instructions restored my browser without having to perform a wipe and reinstall the operating system.

  • Turn off Wi-Fi
  • Swipe down from the top bezel and tap on Settings > Network Connections > Mobile network
  • Turn off Data Services
  • Open your BlackBerry browser, tap on the overflow menu (three dots), and go to Settings > Privacy and Security > and select Clear History / Clear Cookies and Other Data
  • Go back to Settings > Display and Actions and scroll down and tap on Reset Search Engines
  • Exit out of browser (Swipe up and tap the X)
  • Turn data services back on and the browser should be fully operational again 

Now while there are several methods discussed, this one resolved the problem on my BlackBerry 10 device. A special thanks to Daniel71317 for posting the instructions in the thread. For me, I have since gone into my browser settings and checked the option to remove history items after one day rather than clear it myself and the problem has not returned. 

Discuss more in the forums

See you next time!

Have a question about BlackBerry etiquette? Need advice on how to cope with your BlackBerry addiction? Dear Berry has you covered and there's no question too big or problem too small. Submit any of your BlackBerry woes by email to or on Twitter @DearBerryCB.

Reader comments

Dear Berry: Why is my BlackBerry 10 browser not responding?

73 Comments can there be such issues? Clearing cache is normal thing that everyone do..there shouldn't be an issue in the first place. Question is did this happen to those people who have a leak installed or not? I'm assuming official OS won't have any issue

Posted via CB10

The same way a computer's browser can have issues at times. Things get messed up and require some cleaning.

I've cleared mine several times and never experienced these issue. I'm assuming this is very rare not a regular occurrence.

Posted via CB10

I encountered multiple times that my browser didn't work. Restarting and doing that method you mentioned from that user didn't help. At the end I had to restore to Factory defaults to get my browser working again.

Posted via CB10

Some times my Z10 loses the ability the connect to Internet reception. A quick restart (no battery pull) always let's the antennas find what they're looking for.

Never had this frozen browser problem

Posted via CB10

BlackBerry 10 is a new operating system so it's understandable that these issues are present. Can't wait for 10.2 though!

Posted via CB10

This used to happen to me all the time but the MR release seemed to of fixed it :)

Posted via CB10

Unfortunately, I only started getting this issue, when the MR was released :-(

Either way, at least it's not a major flaw, and is addressable.

Posted via CB10 on my BlackBerry Q10

This is a major flaw for the general public who does not use the Crackberry forums. A non functional browser? No other phone does this. Probably causes returns.

this is real.. it happen when MR 10.1 update release. just follow the step show on this article, it fix the problem.

The only problem I have on my browser is that when I type a letter on Google, the words would lag for a good seconds for each letter in a word. So frustrating!

Posted via CB10

Sad to hear that, lucky my os10.1 no this issue yet and I hope it won't happen. As it is normal action to clear cookies and history after sometimes.

By default my browser set remove history after one month. As until now, I'm quite happy with bb10 browser. It really awesome and powerful (cos it support flash)

Posted via CB10

How about the "door" problem? Sometimes the backbutton/menu buttons disappear, replaced by a door type icon. I have to then restart the browser. Can you help me with this? I have only ever read one small post about it :(

When the door appears on the right of the screen, usually the website gets highlighted. I've found I'm finger or thumb hit too far to the right of the back button and accidently hits the address bar, which then highlights the website address.. if this is the case, just simply hit the door and it will collapse to the normal view again, at least that works for me, hope it helps.

Posted via CB10

That happened to me the other day for the first time. Pretty annoying: thankfully closing and restarting it fixed it.

Never had this issue, never heard of this complaint. Glad to see there is a simple fix for those who had.

BlackBerry will survive in the Corporate and Government Sectors! My Z10 is so much better than an iphone!

Experienced it on 10.1 and unfortunately this fix did not work for me. I had to reload the OS to get it up and running again

I've never experienced this problem either, but thanks for the advice in case I do! Love my Z10!

Posted via CB10

THANK GOD FOR THIS POST! As a new Q10 user, I was upset to see that, once again, my newest berry had a kink and I was about to return the phone. Will try to fix ASAP and I agree with the posts that this should NOT be an issue in the first place. Clearing my cache when I want is MY option. SMH blackberry.

Posted via CB10

I had his issue pop up on the stock and a leaked rom. Mainly occurred when I was setting the font size. The quick fix didn't work for me and had to do a complete wipe.

Glad it finally got some attention. The fix for me was to leave the font size alone.

Posted via CB10

I've never had this issue. I've started with and now I'm on the MR update.

I'm also using a Q10

Posted via CB10

I have the issue of not being able to use bbm.

It won't set up on my device since updating to the latest software.

Posted via CB10

Back up your data, reset your device by removing your Sim card, setting location services to off, then content to latest version of BlackBerry Link and install software to factory setting from BlackBerry Link. Then do a data restore and it will work flawlessly.

BlackBerry will survive in the Corporate and Government Sectors! My Z10 is so much better than an iphone!

My browser goes dead Sometimes... it annoying and frustrating, I was a big blackberry supporter but little things like this I can not defend!!!

Posted via CB10

Happens to me all the time. Same with cell service. BlackBerry 10 no battery pulls but our browser will not work.

Sent from The Legendary Zed10

Any thoughts on what do to if nothing happens when I click on the overflow menu? I've had browser issues for a few months now (resorted to using 3rd-party browswers) and I can't access the browser settings. Any other possible solutions?

I had this happen (either on 10.1 or the 10.0 update that preceeded it, not on 10.1MR) and I tried 6 ways from sunday to fix it, including all the variations on the method posted in the article. At the end of the day, the only thing that worked for me was to do a complete factory reset and restore, but WITHOUT app data. Restoring with the backup's app data restored the bug!

I've got the same issue going on with my browser but it started happening immediately after Tmobile upgraded me to 10.1.4780. I have to exit the browser at least three times a day...and it's not like BlackBerry put a "restore all tabs" option in there. :(

Posted via CB10

Seems to jive with my complaint on The previous release was so much better! Why did they have to mess it up?

Something I noticed, if you clear the History and Cookies/Cache and do not let the Bubbles that say "Undo" close before exiting, it will cause the issue.

WAIT for those bubbles to go away, and then exit, you will be fine.

Had my Z10 since beginning of February and never had this problem and i surf the net all the times.

Posted via CB10

Are you using Gmail? If you are and you open any advertising or spam mail it will disabled your browser. It has happened to me so many times that all I do to fix the issue is go to settings on your browser select developer and choose desk top mode, go back use the browser, then go back change developer mode to the original setting so easy even a caveman can do it

Posted via CB10

Using the Z10 since March and have never experienced issues like mentioned in the post. A great browser it is!

Posted via CB10

I have this problem frequently if I clear the cache and cookies. If it doesn't happen then, I almost always have to perform a "fix" every 2-3 weeks. I have found that solution 2 on this thread works every time (a variation of what is posted here from user marvini):

My browser was frozen and I searched the forum for help. I really didn't want to reset my phone.
I found a couple useful tips and one actually worked for me. It was a huge relief for me.

Let it be known that I am not taking any credit for these solutions.

Solution 1:
Many threads suggest that you simply type in
in the address bar and this somehow solves the problem. That worked for many but not for me.

Solution 2:
Change your home page to about:blank. (open browser, click on settings - via the 3 dots at bottom right of screen, open display and actions. Then in field type in about:blank)
Go to privacy and security.
Clear cookies and history.
Turn off cookies
Close browser
Reopen browser and change the home page back to your preference.
Clear cookies and history again
Turn on cookies

Problem solved. Hope this helps guys. It sure beats the stress of having to factory reset the device.

Posted via CB10

Yeah this problem is ridiculous. My browser wont even open the settings menu now. Not sure what to do. Going to look into the forums.

You must be running MR1 :( I hate it. I've lost emails while editing. I MUCH prefer the previous and very stable and reliable release. Can't wait to get 10.2.x -- I hope it is as great as was.

Spent 1 hour with Tmobile today troubleshooting the problem. Happened after I installed the so called "maintenance release". I will add this the a long list of problems I've experienced with the OS. I tried following the instructions. No dice. At least I can still make calls with it. What a shame.

Posted from BlackBerry Z10

Btw, I do appreciate the help, it's just disheartening to have experienced so many problems with this phone.

What this just affirms is that the OS isn't good enough for prime time and it's surely resulting in product returns. Sad.

Posted from BlackBerry Z10

I'd delighted that this issue is getting more attention.

Unfortunately, the suggestions here don't work for me. Turning off radio services wasn't enough... I even removed my SIM... but still, touching the overflow menu doesn't work for me.

I'd love to take his piece of junk back if they'd take it...

pls I need urgent help....woke up ds morning to see my bbm nt working, telling me restoring ur bbm information for hours now. I did hard reset still nt working. can some one help me pls. #Z10***

Posted via CB10

I am also experiencing the same issue, when at times no matter how hard I try the issue remains, I use a split browser app, this can be found at app world, u could serve but downloading stuff using the split browser could be a challenge

Posted via CB10

Am having a little issues. Where the predictive text don't appear when I start typing in the browser. Is it normal. I thought the predictive text would be everywhere.

Posted via CB10

I have been having this problem for about 3 weeks now. I was using google as my default browser and i changed my homepage. After that, I couldn't open the browser. I got the black screen that people have been mentioning and the three dots to get to the settings was unresponsive. The only thing I could do was type in an address but it wouldn't do anything. I have been searching the internet for a solution and have tried every suggestion but no luck for me. I did download evolution browser in the meantime but it really bothers me that so many blackberry users are having this problem or a variation of it and nothing is being done. Shame on you Blackberry!!! UPDATE - I finally found a way to get my browser to open. If I go to an email with a link, the browser will open which it wouldn't allow me to do before. It will actually allow me to open the settings and I am able to clear my history. HOWEVER, what it won't allow me to do is to open the display setting and so I cannot reset the browsers. Once I try and open it, the page becomes unresponsive and I have to do a battery pull to get the link to open the browser again. This is so incredibly frustrating. I have not read of anyone who cannot seem to open just the display option...I'm a loyal Blackberry girl, have been one for years even though my husband (Samsung) and daughter (iphone) continue to laugh at me. Has the time come to hang up my flag and switch sides???

same problem here .My browser wont even open the menu so im left with typing the address and after opening 2 more pages watching it froze on me .Ive got to many applications to reset all i hate this i need this info to be proof not at the whim of some buggy OS.Please Blackberry sort this outtttttttttttttttttt

In my broswer it doesn't work I did every thing except the (three dots) when I click it it doesn't respond also I click it 10 times.

Plz anybody help iam sick of this device!!! (I am jooking I love everything exept that browser)

Posted via CB10

I'm having the same problem. Browser is completely unresponsive. The overflow (three dots) is unresponsive. I've tried solutions mentioned here but can't access browser settings because the overflow is unresponsive. Using Any help much appreciated.

Hey I have the same problem. Try open a link from email then clear history, clear cookie and other data and reset search engine from that link from email. Hope it help

I have the same exact issue on. I had it on 10.1. I thought it would be fixed in 10.2, but after upgrading same issue. Can someone please advise.

I'm having this problem after clearing my cookies a day ago.

Is there an official solution to this yet? I've tried the clear cookie sequence posted here, and similar ones posted elsewhere, and they didn't work. I've noticed that posts/threads from last spring / summer haven't been resolved. Some people had luck with the fix above, many didn't.

I cannot perform a full wipe. Is there a final solution to this issue yet, and has BB acknowledged the issue and announced they're working on a fix?

After literally trying variations of this for an entire day, IT FINALLY WORKED! For those that think this won’t work for them: KEEP Trying. I’m finally back in business.

hi. i'm having a similar problem with my blackberry 9790. my browser keeps saying browser has been blocked. Could anyone help me