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The following information is intended for retail support representatives who are assisting customers with troubleshooting.
For Repair Technician documentation and training, click here to access BlackBerry Universe.
Retail support representatives who are assisting customers, please use the BlackBerry Virtual Expert tool to assist with troubleshooting. Connect the customer’s BlackBerry smartphone to the BlackBerry Virtual Expert hub and follow the on-screen directions.
Low, distorted, or no volume, audio during phone calls, and external audio accessories.
Contacts and Calendar, BlackBerry Remember, BBM, File Manager, Password Keeper.
Connectivity between a smartphone and computer, accessing files, and multiple users.
Mobile Network, Mobile Hotspot, NFC, Bluetooth, and media sharing.
BlackBerry Enterprise Service 10, BlackBerry ID, BlackBerry Protect, and BlackBerry World.
Out of the Box Experience, Stability, and Network Coverage.
Accessing cloud services, sharing files over cloud storage, file management, and Cloud Contacts.
Device switch and device switch options.
Prediction and Correction, keyboard languages, Voice Control and
Discovery Service, BlackBerry Balance, sending and receiving email, and BlackBerry Hub.
Making or Receiving phone calls and phone settings.
Location Service settings.
USB, store data on media card, media card access, HDMI port, and SIM
Finding media files, Pictures, Music, Videos, sharing media files, and HDMI, DLNA, and Miracast.
Battery and charging.
Light Sensor, Proximity Sensor, and Rotation.
Social Networking Access and Settings.