Skip to content

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.


Contacts and Calendar, BlackBerry Remember, BBM, File Manager, Password Keeper.


Sending and receiving email, configuring email accounts, and service books.


Low, distorted, or no volume, audio during phone calls, and external audio accessories.

Error Messages

SIM card and JAVA errors



Pairing with another Bluetooth device and sending and receiving media.                                  


Making or Receiving phone calls and phone settings.                                                        


Display Settings.



Battery and charging.


Trackpads, Trackballs, and Keyboards

Keyboard and scroll settings

Other Resources

Other resources design updates