Skip to content
Version: 1.3

Troubleshooting

My device does not appear in my BlackBerry Protect account

Your BlackBerry device might be associated with an Enterprise Mobility Management solution from BlackBerry. To learn about how you can protect your device against loss or theft, contact your administrator.

I can't turn on anti-theft protection

The anti-theft feature is available for BlackBerry devices running BlackBerry 10 OS version 10.3.2 or later. If you have a BlackBerry 10 device that isn't running version 10.3.2 or later, you can update your device to the latest version of the BlackBerry 10 OS.

You can't turn on the anti-theft feature from the BlackBerry Protect website. To turn on the anti-theft feature, set up BlackBerry Protect on your device.

I can't restore some types of data

Try the following actions:

  • Verify that your device is running BlackBerry 7.1 or earlier.
  • Restore the data from a different backup file.
  • Verify that your BlackBerry device isn't set to synchronize the data that you want to restore with an email account that you added to your device. BlackBerry Protect can't restore data that is synchronized with an email account.

My data was not backed up

Try the following actions:

  • Verify that your BlackBerry device is connected to the wireless network.
  • Verify that your device is running BlackBerry 7.1 or earlier.
  • On the Options screen, verify that the Automatically Back Up checkbox is selected.
  • On the Options screen, verify that the Only Back Up over Wi-Fi checkbox is cleared.
  • If you are outside your wireless service provider's coverage area, on the Options screen, verify that the Allow Backup When Roaming checkbox is selected.