[bb4dennis]

Attempted to upgraded via DM 5, software installs OK, device hangs at AT&T logo.

As a 2nd attempt, I downloaded the device software from the BlackBerry for AT&T website. Again, software is said to be successfully installed but device hangs at AT&T logo.

Any advice would be appreciated.

[devnull]

have you tried removing your media card?

[bb4dennis]

How does that saying go, "from bad to worse"...

Downloaded and re-installed 4.6.1.139. Installer said installed OK. Interesting, now same hang at AT&T logo. So...

> Pulled battery, removed media card (never had to do this before but tried per devnull), replaced battery. Still hanging.

> Installed BBSAK. Wiped device. Error msg displayed "Reload Software 587".

> Ran 5.0.0.822 installer again. Media card still removed. New device drivers installed
automatically. Install says finished OK. Error msg still displayed.

> Battery pulled/replaced. New device drivers installed automatically. Black on white "BlackBerry" progress bar displayed. Bar progresses to 1/3rd of bar, then unexpectedly "Reload Software 587" displayed again. Battery pulled/replaced. Progress bar to 2/3rd then 587 msg again.

> Ran 5.0.0.822 installer. Chose option to remove 5.0.0 software. Finished OK.

> Ran 5.0.0.822 installer (5th time). Says installed OK. Battery pulled/replaced to reboot. Progress bar goes 1/3rd then 587 msg. Battery pulled/replaced. Progress bar to 2/3rd then 587.

I'm dead in the water. I read somewhere that a 587 could be caused by my PC not having enough memory but don't understand how that's related. PC is a Dell Inspiron 1520, Intel Dual Core 1.6GHz, 1GB RAM, Vista Home Premium SP2.

So much for my record of doing every OS upgrade w/in 30 minutes.

[bb4dennis]

Success! I decided to try a different (more standard) approach based on reading threads across different forums:

Launched BB Desktop Software (my version 6.0.0.40). Received popup message "BlackBerry Desktop Software cannot communicate with the connected device." Tried "Retry" button a few times but failed each time. Selected "Update" button. Another popup message indicates 5.0.0.822 available, which I selected. Update proceeds, "Reload Software 587" screen goes black then change to screen that show two devices in communication. Update Device Software status indicates "Connecting to device". Screen goes black again then progress bar displayed. Everything completed as normal.

I'm guessing that the Desktop Software must do something different than when one downloads and installs the software separately.

Case closed! Whew! Now need to check what's new or missing from 4.6.1.139 but that's a story for another thread.

[bb4dennis]

Well, I guess I wasn't done yet. It was missing standard apps I use -- Memopad, Tasks, Password Keeper, and Documents To Go. Figured out there could be selected and downloaded from the Applications area of BB Desktop Software (BDS) v6. When I went there, there was also a required update -- 5.0.0 system software at 28.8 MB. Selected my apps to install, and hit the Apply button. Then the fun began...

The short story is, hung at AT&T logo again. I ended up having to play with the connection until I could get BBSAK to connect then do a device wipe yet again. After which I let BDS detect device, then opt to "Update" the entire OS again. That worked. Then added the OS update and apps. That worked. Then restored my data & settings. Then re-installed my other apps from BB App World and elsewhere.

I wasted a good part of my three-day weekend on this. IMHO, BDS v6 wasn't tested enough prior to release because what I went through should not happen to anyone. There was no "how to use BDS v6" documentation for prior to and during use. No troubleshooting guide. My guess is the RIM development folks presume a clean system and installation/update tasks done in a specific sequence (which I, of course, didn't know), not a "normal" PC with someone doing trial-and-error for lack of proper instructions.

Good thing there are these forums. And good thing there's a tool like BBSAK -- it was a lifesaver.

[John Clark]

Do you have any Groups in BBM? I had issues similar to this and it was caused by one of my groups.

[bb4dennis]

I don't believe I had any custom groups in BBM. My friends & I had each changed devices a few times, lost track of each other's PINs, so went back to regular SMS long ago. Could have still had some long forgotten custom groups but not after the device wipes.

As I think back over all my attempts, it seems like the key step (for me at least) was having step 1 be a low-level device wipe (which I assume removes anything customized as well as whatever installs standard). And then an incremental approach for everything else that needed to be installed. Because of an earlier comment about the media card, I even removed the media card until both the OS and system software update were finished.

BTW, I decided to continue logging my experiences here in case other people run into the same thing.

[Mordred]

I have found the solution to fix this...

My wife has a BB 8520 AT&T that I tried to update to 5.0.0.822 and it was hanging / crashing / freezing up on orange startup screen.

The problem? SIMPLE. Remove the AT&T myWireless Mobile application from the smartphone.

IF you haven't updated and you want to update to 5.0.0.822, remove myWireless FIRST. if you are already hanging up... then do the following:

1. Battery pull
2. As soon as you see the red light go out, press and HOLD the escape key until loaded, for a SAFE MODE phone bootup. You will receive a message telling you that you are in safe mode. Select OK to continue.
3. Remove AT&T MyWireless Mobile App
4. Battery pull again.
5. You're welcome.

I spent a few hours looking for an answer to this... and here it is.

Hope this helps. It helped ME.

[John Clark]

Actually, you don't even need to hold the escape key for that long. Just hold it for about the first 10 seconds or so after the red light comes on.
Posted via BlackBerryForums.com Mobile

[bb4dennis]

That's interesting, Mordred. I decided that AT&T MyWireless app was useless and deleted it some time ago. When I want to check things about my account, I now just use their app on the web -- not to mention their app on the web has details, not just summary numbers.

In my case, I've quit using the BB Desktop Software (BDS) except for backup/restore -- not to upgrade anymore. I now just use the loader.exe, also way faster. I connect the BB, backup settings/data using BDS, backup apps then wipe device using BB Swiss Army Knife (BBSAK). Next, I install the new version to the PC, use loader.exe to install the new version, run BDS again to restore settings/data, then run BBSAK again to restore apps. I'm sure the more experienced users figured this out long ago. I've had no more AT&T logo hangs since doing things this way (versus using BDS to upgrade versions). FYI, I've done this process twice, once from 822 to 1022 then yesterday from 1022 to 1036. (I'm trying to find a release that fixes alerts which I depend on quite a bit, and read somewhere that 1036 fixes it -- time will tell).