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Troubleshooting PRIV using BlackBerry Virtual Expert

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Does your PRIV need a health assessment? Are you considering a repair? If so, check out the BlackBerry Virtual Expert (BBVE), a simple, self-guided diagnostic app that was recently released for PRIV.

Using BBVE you can identify if a potential issue is occurring on your device and get recommendations on how to solve the problem.

To help you get started, here’s an overview of how to use BBVE, a listing of all the included tests, and what to do if a test fails.

How to use BlackBerry Virtual Expert

unnamedunnamedIn order to use BBVE you will need to install it from the Play Store.

To do this, open the Play store on your PRIV and search for BlackBerry Virtual Expert followed by tapping Install. After installation is complete, tap the BlackBerry Virtual Expert icon to open it.

When opened, BBVE will display a high-level overview of your device details such as your current battery level, storage details and more. If you tap on any of these items you will be shown more information about the item as well as any available options.

After reviewing your device details, you can optionally run all of the included tests, or a specific test such as verifying your camera flash functionality.

To run all tests, tap Run next to All Available Tests. To test a specific item such as your camera flash, tap List next to Camera Tests followed by tapping Camera flash.

A listing of every test included in BBVE can be found below:

*Wireless charging tests can only be completed on the STV100-1, STV100-2 STV100-5. To find your PRIV model number, go to Settings About phone

In the event your device fails one of the tests, review the following recommended next steps.

Step 1 – Summarize the issue

Creating a detailed summary of the issue you are encountering, and recording the troubleshooting steps you have already completed is a great first step that can help our support teams assist you better.

When creating your summary, gather the following details from your PRIV:

  • Build number – Located in Settings About phone
  • Serial number – Located in Settings About phone Status

Step 2 – Back up your device

Before contacting support, consider backing up any important data you’d like to retain as support may need you to factory reset your device as part of the troubleshooting process.

My preferred method to back up a majority of my data is using the Android Backup Service. For a detailed overview of how to use this service and what it can back up review the following KB article: 37585 What data is backed up to my Google Account.

To back up your files, connect PRIV to your computer and copy any data you’d like to retain to your device’s media card, if you are using one, or to your computer so you can restore it at some point.

Tip: After backing up your data, spend some times browsing your device to make sure you haven’t forgotten to backup anything!

Step 3 – Use self-service support options

If you haven’t already, review and complete the PRIV Troubleshooting Guide which might be able to help you narrow down the issue.

Note: Make sure you complete step 9 in the troubleshooting guide as Safe Mode can help you identify if an app or game you have previously installed is causing the issue you are encountering.

After completing the guide, consider joining the BlackBerry Support Community Forums and creating a new post about your issue. Be sure to include the summary you created because this allows community members to suggest alternative steps that may help resolve the issue you are encountering.

In addition to the Support Forums, review and search the BlackBerry Knowledge Base for a support article that may provide a solution to the issue you are encountering.

Step 4 – Contact BlackBerry Technical Support

If you are still unable to resolve the issue, consider contacting your point of purchase, or BlackBerry for additional assistance. As mentioned earlier, having your PRIV details and a summary of troubleshooting performed will help out whoever is assisting you with the issue.

For help contacting your service provider, search using your favorite browser for your service provider’s support website. For details on how to contact BlackBerry, click here.

To learn about PRIV by BlackBerry or troubleshoot an issue, there are several great options available to help. Visit http://blackberry.com/privsupport for access to product documentation, how-to demos, tips and tricks, YouTube videos, support forums, knowledge base articles, Twitter support, and contact information for your region.

 



Article source: http://helpblog.blackberry.com/2016/01/troubleshooting-priv-using-blackberry-virtual-expert/


How to setup an email signature using PRIV

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An easy way to personalize emails sent from your PRIV is customizing your various email account signatures.

Follow the steps below to include your title and contact details, your website, or your BBM PIN.

  1. priv_email_sigpriv_email_sigOpen the BlackBerry Hub
  2. Tap priv_hub_3barpriv_hub_3bar in the top left corner, followed by priv_ws_gearpriv_ws_gear Settings
  3. Tap on your desired account
  4. Tap Signature
  5. Enter your signature
    • Tip: To add more lines, press the Enter key
  6. Tap OK when finished to save your change

Repeat these steps to customize the signature on your other accounts :)

Frequently Asked Questions

Can I use more than one signature per email address?

  • PRIV allows you to set up one signature per email address.

Can I use HTML, rich formatting, or include an image in my signature?

  • Email signatures set up on PRIV can contain plain text only so using HTML, rich formatting, or inserting an image is not possible.

To learn about PRIV by BlackBerry or troubleshoot an issue, there are several great options available to help. Visit http://blackberry.com/privsupport for access to product documentation, how-to demos, tips and tricks, YouTube videos, support forums, knowledge base articles, Twitter support, and contact information for your region.



Article source: http://helpblog.blackberry.com/2016/01/how-to-setup-an-email-signature-using-priv/


How to find PRIV using Android Device Manager

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It’s a situation no one wants to be in, but if you can’t find your PRIV, you will want to make sure you are familiar with Android Device Manager. This free service, which is found on PRIV by default, can help you remotely locate, secure, and erase your device in the event you’ve misplaced it.

To help prepare you in case you can’t find your PRIV here’s everything you’ll want to know!

What is Android Device Manager and how do I get it?

Android Device Manager is a free service provided by Google that will allow you remotely locate, protect, and erase your device data, if needed. This app is preloaded on PRIV so all you need to do to use this service is add your Google account and verify Location access is turned on.

Signing into your Google account is typically performed during the PRIV setup process but can be completed afterwards by going to priv_ws_gearpriv_ws_gear Settings Accounts and tapping Add Account.

To verify you have Location access turned on, go to Settings Location and ensure the switch in the top right is turned on.

Provided these two requirements have been met, you can take advantage of Android Device Manager :)

How do I use Android Device Manager if I’ve misplaced my PRIV?

ADM_Device3ADM_Device3If you cannot locate your device, sign in to Android Device Manager on a computer by going to to http://google.com/android/devicemanager, or open the Android Device Manager app on a friend’s device and sign in using your Android details.

If your friend has used Android Device Manager in the past, ask them to tap on their Google account after opening the app followed by tapping Guest.

After doing this, sign into Android Device Manager using your Google account and provided your PRIV still has a network connection, whether it be over the mobile network or Wi-Fi, your device location will be shown.

This is the point where we remind you to let the authorities handle retrieving a missing device if someone else has it, just to be safe. There’s a chance your phone was just found on the side of the road, but it’s still the best course of action, and the police are trained to handle this sort of situation.

You can also issue the following commands:

  • Ring – This will result in your device ringing at full volume for five minutes. To stop the ringing when you find your device, press the Power button.
  • Lock – Your current lock screen will be replaced with a password lock. You can also set a recovery message that will be shown on the lock screen, as well setting a phone number that can be called by whoever finds your device
  • Erase – This option will result in your device performing a factory reset. If your PRIV is not connected to the network when this command is issued, it will perform the factory reset as soon as it goes online. Keep in mind that using this option will also prevent you from using Android Device Manager should since the device is factory reset.

To learn more about Android Device Manager click here

ADM_DesktopADM_Desktop

Got a question? Leave a comment and let me know!

To learn about PRIV by BlackBerry or troubleshoot an issue, there are several great options available to help. Visit http://blackberry.com/privsupport for access to product documentation, how-to demos, tips and tricks, YouTube videos, support forums, knowledge base articles, Twitter support, and contact information for your region.



Article source: http://helpblog.blackberry.com/2015/12/how-to-find-priv-using-android-device-manager/


How to reset PRIV

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priv_troubleshooting_featuredpriv_troubleshooting_featuredHere’s a quick overview of three different ways you can reset your device and when to use each option.

I’ve also included some tips to help you start PRIV if your device is showing a black bootloader screen, or a black screen with the Android robot on its side, and an orange/red explanation mark above it.

Let’s begin :)

As mentioned earlier, PRIV offers three different reset methods.

The first method, which should be used 99.9% of the time when you want to reboot your device, is using the Reboot option that appears after pressing the Power key.

  1. Press and hold the Power key for 3 seconds
  2. Select Reboot from the menu that is presented

The second reset method should be used if pressing the Power key does not produce the menu with Power Off and Restart. For example, if an app or game you are using won’t close, use this option to restart your device.

  1. Press and hold the Power key for 12 seconds

Should your device fail to respond, the final reset method is to press and hold the Power key for 32 seconds which is equivalent to removing the battery. This should result in your device booting up successfully.

If it fails to start, however, verify you are not pressing any other keys such as Volume Up, Mute, or Volume Down while performing any of the reset methods listed above. If you use a case for your device you may want to remove it as it might be pressing a button inadvertently.

Should your device fail to start after completing these reset methods, review the following and, should the issue persist, please call BlackBerry for assistance.

Screen is black, and PRIV doesn’t show any LED activity

In this scenario, connect your PRIV to the charger that came in the box and plug it in. When your device shows the battery icon with at least 5% charge, press the Power key, ensuring no other keys are pressed for 3 to 5 seconds to start your device. Should PRIV fail to start up, please contact BlackBerry Support.

Stuck at boot screen, with a BlackBerry logo, and a blue LED

If you find your device in this state, press and hold the Power key for 15 seconds, ensuring the Volume up, Mute, and Volume down buttons are not pressed. Should PRIV fail to start up, please contact BlackBerry Support.

PRIV shows the Android robot, on its side with an orange caution symbol

If your device is in this state, press the Power key only for 15 seconds, ensuring other buttons such as Volume up, Mute, and Volume down are not pressed. Should PRIV fail to start up, please contact BlackBerry Support.

Got a question? Leave a comment and let me know!

To learn about PRIV by BlackBerry or troubleshoot an issue, there are several great options available to help. Visit http://blackberry.com/privsupport for access to product documentation, how-to demos, tips and tricks, YouTube videos, support forums, knowledge base articles, Twitter support, and contact information for your region.



Article source: http://helpblog.blackberry.com/2015/12/how-to-reset-priv/


How to take a screenshot using PRIV

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priv_screenshot

priv_screenshotTaking a screenshot of your device using PRIV couldn’t be easier.

All you need to do is hold the Power key and the Volume down key for 2 to 3 seconds at which point a screenshot of your device will be captured. You can tell a screenshot has been taken due to the animation that appears and your device will play an audible notification.

Once you have your screenshot, open it by swiping down from the top of your screen using one finger, followed by tapping on the Screenshot captured notification.

While viewing the screenshot you can share it using your favorite communication method such as email or to an app such as Snapseed by Google™, or your favorite image editing app so you can customize the image as needed.

To view previously captured screenshots, open the Photos app by tapping dtek_3bardtek_3bar, followed by Device folders and previously captured screenshots will appear within Screenshots.

You can also navigate using a file browser to PicturesScreenshots in your device memory to view previously captured screen shots.

Got a question? Leave a comment and let me know!

To learn about PRIV by BlackBerry or troubleshoot an issue, there are several great options available to help. Visit http://blackberry.com/privsupport for access to product documentation, how-to demos, tips and tricks, YouTube videos, support forums, knowledge base articles, Twitter support, and contact information for your region.

About gbzorek

Technical Writing Co-op Student @ BlackBerry


Article source: http://helpblog.blackberry.com/2015/12/how-to-take-a-screenshot-using-priv/


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