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

The phone on my Z10 is not working. I cannot make or receive calls. I've tried restarting the device, and I've tried removing the SIM card and putting it back in. What's going on? My other issue is that I have tried multiple times to update my software to 10.x.x.xxxx, but every time I restart the phone after the update has been downloaded and installed, a message pops up saying the software update has failed. 

I decided to try and upgrade his OS first before tackling the calling issue as I felt upgrading the system would correct the other.

Now there are three options for users to install an operating system:

  1. BlackBerry Link
  2. Update on the web  
  3. Over-the-air (OTA)

As Kevin is a MAC user and the OTA method failed on several occasions I suggested using BlackBerry Link. Unfortunately, after several attempts this method failed as well. For those who experience issues such as this when attempting to perform an official OS update, these are the steps you can try to rectify the problem and allow it to install.

  • Remove the SIM card from your device
  • Turn off Location Services (Settings > Location Services)
  • Run the update in BlackBerry Link again

Using the above steps, Kevin successfully installed the OS on his Z10. After waiting for the device to turn back on (it is normal for it to take awhile), it was up and running and his phone call issue was solved as well. When updating your OS via the web or BlackBerry Link, please make sure the device remains plugged into your computer even when it is rebooting.

If you are having issues reloading the operating system on your BlackBerry 10 device be sure to read our full tutorial below or head over to the forums. One final piece of advice is that you should always remember to perform a full backup your device before installing an OS.

Thank you Kevin for sending this in and for your patience with the process.

How to reload the OS on a BlackBerry Z10 or BlackBerry Q10

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 [email protected] or on Twitter @DearBerryCB.