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In Field Device Support Systems BlackBerry Virtual Expert

Comprehensive In-store User Guide

Version 1.0

Published 6/18/2013

User Guide

Table of Contents

Table of Contents .................................................................................................................................... 3

Getting started ........................................................................................................................................ 4Connect the BlackBerry smartphone to the connection box or hub .......................................................... 4Home screen .......................................................................................................................................... 5Smartphone details ................................................................................................................................. 6Resources and settings ........................................................................................................................... 7Software ................................................................................................................................................. 8

Features ................................................................................................................................................. 9Backup data to an end user’s USB stick ................................................................................................ 10Restore data from an end user’s USB stick ............................................................................................ 14Software Load (flashing) ........................................................................................................................ 19Reset the BlackBerry smartphone ......................................................................................................... 24

Perform Interactive Diagnostics and Troubleshooting ............................................................................. 26Perform troubleshooting ....................................................................................................................... 26Fault confirmation ................................................................................................................................. 29Automated processes ........................................................................................................................... 30Perform On Device Diagnostics ............................................................................................................. 33On Device Diagnostics —Helpful tips .................................................................................................... 36On Device Diagnostics—Samples ......................................................................................................... 37On Device Diagnostics—Anatomy of a test ............................................................................................ 37On Device Diagnostics—Types of tests .................................................................................................. 38

BlackBerry Virtual Expert—BlackBerry Wipe Tool .................................................................................. 40Introduction .......................................................................................................................................... 40Why use the BlackBerry Wipe Tool ......................................................................................................... 40Device model eligibility ......................................................................................................................... 40Using the BlackBerry Wipe Tool to wipe a BlackBerry smartphone ......................................................... 41Acronym list .......................................................................................................................................... 47

Legal notice .......................................................................................................................................... 48

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Getting started

Connect the BlackBerry smartphone to the connection box or hub To begin, connect the BlackBerry® smartphone to the connection box or hub, using the following diagram as a guide.

To check a smartphone, connect it to the target port of the connection box.

The BlackBerry® Virtual Expert home screen automatically opens.

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Home screen

The BlackBerry Virtual Expert home screen is a smartphone management console. It enables software and hardware troubleshooting, diagnostics, and resolution.

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Smartphone details

The home screen displays the following details for the connected smartphone:• PIN• IMEI• PhoneNumber*• IMSI*• Software(OS)version

*OnSIMcard/network-enabledsmartphones.

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Resources and settings

The home screen displays the current resources and settings for the connected smartphone.

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Software

The home screen displays the current operating system (OS) software version of the connected smartphone.

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FeaturesThe home screen provides the following features:

• Backup—selectivebackupofthesmartphonecontactsandmultimediatoanenduser’sUSBstick• Restore—selectiverestoringofthesmartphonecontactsandmultimediafromanexistingenduser’sUSB

stick backup file• SoftwareLoad—loadsthemostrecentavailablesoftware• Reset—resetsthesmartphoneuserconfigurationstofactorysettingsandwipesanyexistinguserdata• WipeandRe-PIN—wipessmartphone,loadssoftware,andassignsanewPIN• PrintReport—printsdiagnosticdatagatheredforthesmartphoneanditsstatus

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Backup data to an end user’s USB stick

To back up the BlackBerry smartphone, do the following:

1. Click the Backup icon.

2. After the smartphone image automatically appears in the Target panel, connect a USB stick to the left port of the connection box.

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3. BlackBerry Virtual Expert indicates that it recognizes the USB stick

4. Bydefault,thesystemonlybacksupcontacts.ToincludemultimediaandShortMessageService(SMS)/MultimediaMessagingService(MMS)usercontent,selecttheInclude Multimedia check box.

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5. To begin the content backup, click Start.

Note:IftheUSBstickalreadycontainsabackupfile,thesystemdisplaysapromptconfirmingifyouwishtooverwriteit.

A progress bar appears.

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6. After the system completes the backup, a Transaction report appears indicating which content was backed up.

7. If you are not going to load software, disconnect the smartphone and USB stick from the connection box and return the USB stick to the end user.

Note:YoucanusethebackupfilecreatedontheUSBstickonlywiththeBlackBerryVirtualExperttool.

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Restore data from an end user’s USB stick

To restore data from a USB stick, do the following:

1. Click the Restore icon.

2. After the smartphone image automatically appears in the Target panel, connect a USB stick to the left port of the connection box.

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3. BlackBerry Virtual Expert indicates that it recognizes the USB stick.

4. Bydefault,thesystemonlyrestorescontacts.ToincludemultimediaandShortMessageService(SMS)/MultimediaMessagingService(MMS)usercontent,selecttheInclude Multimedia check box.

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5. Click Start after the button becomes enabled to begin the content restore.

6. A dialog box appears and prompts you to confirm the restore action.

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7. The end user is asked to confirm the content types to include in the restore.

8. A progress bar appears.

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9. After the system completes the restore, a Transaction report appears indicating which content was restored.

10. Disconnect the smartphone and USB stick from the connection box and return the USB stick to the end user.

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Software Load (flashing)

The home screen enables interactive flashing for the connected BlackBerry smartphone.

1. Click Software Load.

2. Followtheon-screeninstructions.Verifyandacknowledgethetwowarningsatthebottombyselectingthecheck boxes. Then click Flash.

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3. The flashing process starts automatically. Please wait for BlackBerry Virtual Expert to locate the appropriate software loads.

4. After a new screen appears, click View other versions.

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5. Locate the local installation (if available, to have the fastest software load) or select the software load version most applicable to your smartphone, and then click Install

Note:Youcannotbackupdatatothecomputer.

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6. Click Install update to continue the update process on the smartphone.

Note:Donotdisconnectthesmartphoneorclosetheupdatewindowuntiltheupdateprocessiscomplete.

7. A progress window appears during the flashing process.

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8. After the system completes the update, click Close to return to the home screen.

9. Youcannowsafelyremovetheconnectedsmartphonefromtheconnectionbox.

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Reset the BlackBerry smartphone

To reset the smartphone and return to the default configuration settings, do the following

1. Click the Reset icon.

2. Select the check boxes for the two warnings and conditions and then click Reset to confirm the reset.

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3. A dialog box appears indicating that the reset is complete. It may take several minutes for the smartphone to restart after the reset.

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Perform Interactive Diagnostics and TroubleshootingThe home screen enables interactive diagnostic and troubleshooting for the connected BlackBerry smartphone.

Perform troubleshootingTo troubleshoot a BlackBerry smartphone, do the following:

1. Launch the Troubleshooting Wizard.

Type a problem in the search field and then click the Search icon

Click the Troubleshooting Wizard icon

Select a problem from one of the Quick Categories

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2. From within the Troubleshooting Wizard, search for more detailed instructions by doing one of the following:

• TypetheproblemintheSearch for a problem field, and then click the Search icon.• Selectanissuefromthedetailedsearchlist.• SelectacategoryfromtheBrowseCategorieslist.

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After you select a diagnostic tree, the Troubleshooting Wizard displays the chosen diagnostics in a new window. This provides a simple but effective troubleshooting route. Throughout this section, a diagnostic tree for a Rebooting/Freezing issue is used as an example. This diagnostic tree is representative of diagnostics available in the TroubleshootingWizardandcoversmanyimportantissues.Thefirstscreenthatappearstoend-usersaftertheyselect a diagnostic tree is similar to the following:

The top part of the diagnostics window has an action bar, which provides the user with various options: Back to Wizard Home and Restart from the beginning.

• Back to Wizard Home allows the user to quit the current diagnostic tree and return to the default landing page.

• Restart from the beginning allows the user to go back to the first page of the current diagnostic tree.

Diagnostic trees provide useful steps and simple, selectable options to deal with the smartphone’s issue. Traditionally, relevant text appears on the right and interactive elements appear on the left. Every step of a diagnostic tree has clickable answer buttons that allow the user to progress to the next step.

The user is free to go back to the search results at any time

The diagnostic steps can be restarted

Selecting a script will result in the relevant diagnostics being displayed.

The scripts provide useful steps and simple, select-able options to deal with the device’s issue

These simple buttons progress the script to the next step of the diagnostics based on the user’s answer

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Fault confirmation

If No is selected, the diagnostic tree appears.

Youcannavigatebackwardsandforwardsthroughthediagnostictreebyclickingthecirculararrowbuttons.Pleasenote that you can navigate forward through a diagnostic tree only by navigating through a previously visited page. This design stops users from skipping important steps.

Youcanbreakdownthediagnostictreeintovarioussolutionsthroughavarietyofclickableanswerbuttons.Asillustrated, each of the various options can take you to a different part of the diagnostic tree.

Steps can be navigated backwards by using this icon

Scripts can be broken down into many various solutions

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Automated processes

Some nodes within the Troubleshooting Wizard contain automated steps that can perform certain actions on the connected BlackBerry smartphone. These actions can include backing up the smartphone’s content, flashing its software and restoring its content.

When an automated step is available, the Troubleshooting Wizard lets you know by displaying an interactive Press here button in the left panel. If you click the interactive Press here button, the tool immediately starts the automated process on the connected smartphone.

During the selected automated process, the Press here button disappears and is replaced with a “Please wait...” message:

If a device is connected to the mce Toolbox, the IDT Troubleshooter can use it to perform actions during the use of the tool. In this particular step, selecting this option will backup the device.

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YoucannotprogressthroughthediagnostictreeuntiltheTroubleshootingWizardcompletestheautomatedprocedure you selected.

After the Troubleshooting Wizard completes the automated procedure you selected, a dialog box appears asking you to confirm whether or not the automated process was successful.

The “Please wait” message will be displayed while the backup takes place.

The user can’t progress through the script until the backup has finished.

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The message that confirms the automated process outcome replaces the interactive Press here button to prevent you from repeating the step. After the Troubleshooting Wizard completes the automated process, you can navigate through the rest of the diagnostic tree.

When the backup is completed, this message will be displayed. The user is now free to continue with the script.

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Perform On Device Diagnostics

To install an application on the BlackBerry smartphone and perform functional testing, do the following:

1. Click On Device Diagnostics.

2. After the application installs, it will automatically open.

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Note:Ifthediagnosticapplicationdoesnotstartautomaticallyafterinstallation,clicktheappropriateiconbasedonyour operating system.

3. After the application opens, a dialog box prompts you to provide permissions.

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4. On the On Device Diagnostics application home screen, select a test category that best matches the customer’s described issue. Categories includes the following:

5. After you select a test, follow the instructions to complete it.

6. Follow the instructions for each test presented. Proceed through each test by pressing one of the following keys or clicking the buttons:

Display Keypad

Audio

Press either button to Pass

the test

Press either button to Fail

the test

Choose a Test

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7. To view the status of a test, press the Escape key. Each report indicates whether the BlackBerry smartphone test was failed, skipped, or passed.

8. Press the Escape key again to exit the diagnostic application.

On Device Diagnostics—Helpful tipsCustomers can download and run a diagnostic application by scanning a QR code from a poster while they wait in-storeforservice.

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If a customer still requires service after performing their own on device troubleshooting, you do not need to reinstall the diagnostic application on their smartphone.

On Device Diagnostics—Samples

On Device Diagnostics—Anatomy of a test

Home button Help button

Test description

Skip button

User prompt

Test image

Pass button Fail button

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On Device Diagnostics—types of testsDiagnostic test types include the following:

• Fullyautomatedtests• Semiautomatedtests• Repeatkey/buttonpresstests• Operatorjudgmentwithnoactiontests• Operatorjudgmentwithactiontests

Fully automated tests

These tests can be performed without any operator action. Some automatic tests are not even visible to the operator unless a failure occurs. Examples of such tests include the following:

• Batteryleveltest• Wi-Fi®test• WLANtest• SIMcardtest

Semi automated tests

Thesetestsaremostlyautomaticbutrequiretheoperatortoperformsomeactionbeforethetestcanexecute.Nooperatorjudgmentisrequired.Examplesofsuchtestsincludethefollowing:

• Bluetooth®test• Flipopentest• Headsetplug• SDcardinserttest

Repeat key/button press tests

These tests require the operator to press an individual key or click a button a number of times (as indicated by the test prompt). Examples of such tests include the following:

• Headsetplay/pausetest• MainkeypadSendtest• Sidevolumeuptest• Headsetplay/pausetest

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Operatorjudgmentwithnoactiontests

Thesetestsrequiretheoperatortomakeajudgmentastowhetherthesmartphoneadequatelyperformedthetest.Examples of such tests include the following:

• LCDscreentests• LEDtests• Vibratetest• Audiorecordtest• Speakeraudiotest

Operatorjudgmentwithactiontests

Thesetestsrequiretheoperatortoperformanactionbeforemakingajudgmentastowhetherthesmartphoneadequately performed the test. Examples of such tests include the following:

• Clickkeytactilepointstest• Flipdisplaytest• Trackballtest• Cameratest• Headsettest

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BlackBerry Virtual Expert—BlackBerry Wipe ToolIntroductionThis section describes how to use the BlackBerry Virtual Expert—BlackBerry® Wipe Tool to prepare a BlackBerry smartphoneforcustomerloan.YoumustwipetheloanerBlackBerrysmartphoneofallcustomerinformationonreturn to the store so as to prepare the device for another customer to use. The BlackBerry Wipe Tool wipes customer datafromaBlackBerrysmartphoneandassignsanewPIN.

Why use the BlackBerry Wipe ToolTheBlackBerrydeviceloanerprogramoffersloanerdevicestocustomerswhoreturnadeviceforrepair.Youshouldwipe loaner devices for the following reasons:

• Thecustomer’scompanyITpolicyrequiresthatyouremoveanycompanyinformationfromtheloanerdevice.• Thecustomermayhavedownloadedthird-partyapplications.• CustomerswhousetheBlackBerry®InternetServicewillalsohavetheirdataandinformationremovedfrom

the loaner device.• ToassignanewPINsothatthecustomercannotaccessthepreviouscustomer’sinformation.

Device model eligibilityCurrently, you can use the BlackBerry Wipe Tool on the following BlackBerry smartphone models:

Family ModelBlackBerry® Bold™ 9000, 9650,9700, 9900, 9930

BlackBerry ®Curve™ 8330, 8520, 8530, 8900, 9300, 9360, 9370

BlackBerry® Torch™ 9800, 9810, 9850, 9860

BlackBerry® Storm™ 9350, 9550

BlackBerry® Style™ 9670

BlackBerry® Tour™ 9630

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Using the BlackBerry Wipe Tool to wipe a BlackBerry smartphoneAfter you install the BlackBerry Wipe Tool, you can access the application by clicking Start > All Programs > Research In Motion® > BlackBerry Wipe Tool.

To wipe a customer’s BlackBerry smartphone, do the following:

1. Open the BlackBerry Wipe Tool.

2. Connect the BlackBerry smartphone using a USB cable. Please make sure there are no other devices connectedtothecomputer.TheapplicationenumeratestheDeviceStatusandDevicePIN,andchecksiftheunit is “Available”.

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Pleasenote:YoucanrefreshonlyoneBlackBerrysmartphoneatatime.

3. If the Device Availability is “Available”, you can wipe the device. To proceed, click Wipe & re-PIN. A screen indicating the eligible device models will appear.

4. Makesurethatthemodelyouwanttowipeisavaliddevice,andthenclickContinue. A message appears stating that all personal data will be wiped from the loaner device.

If the unit is unavailable, the following screen appears and should be left for 36 hours to make sure it was updated successfullytotheRIMsystems:

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5. If you wish to proceed, click Continue. If not, you can return to the previous screen by clicking Cancel.

6. If the device is password protected, a message appears to advise you that the password will be removed and reset if you click Continue.

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7. After you click Continue, the wipe process begins. The entire process can take between 25 and 35 minutes to fully execute. The BlackBerry smartphone may be reset multiple times during the wipe and software installation process.

Pleasenote:Youcandamagethedeviceifyoudisconnectitduringthewipeprocess.

8. After the BlackBerry Wipe Tool completes the process, new software is loaded on the device, and the following screen appears:

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If the smartphone wipe was unsuccessful, a message appears indicating that you should send the failed unit for repair.

9. After the smartphone is wiped and successfully updated, a message appears reminding you to wait 36 hours for activation.

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Thestatusoftheunitwillbecomeunavailable,indicatingitshouldnotbeusedfor36hourswhileRIMsystems are updated. The BlackBerry smartphone should not be activated on a network or loaned to a new user without first confirming the Device Availability.

10. YoucannowdisconnecttheBlackBerrysmartphonefromthecomputer.

Prior to loaning the wiped BlackBerry smartphone to a new user, you can confirm the Device Availability by opening the BlackBerry Wipe Tool and connecting the BlackBerry smartphone to the computer USB port. If the BlackBerry smartphone has completed the wipe process and is “Available”, it is available to be loaned to a new user. If the Device Availability is “Unavailable” please wait up to 48 hours from the time the device was initially wiped and check the Device Availability status again using the BlackBerry Wipe Tool.

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Acronym listAC—adaptor

LCD—liquid crystal display

LED—light-emittingdiode

IMEI—InternationalMobileEquipmentIdentity

IMSI—InternationalMobileSubscriberIdentity

MMS—MultimediaMessagingService

OS—operating system

QR—quick response

PIN—personalidentificationnumber

RMA—returnmaterials

SD—security digital

SIM—SubscriberIdentityModule

SMS—ShortMessageService

USB—Universal Serial Bus

WLAN—wirelesslocalareanetwork

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Legal notice© 2013 BlackBerry. All rights reserved. BlackBerry® and related trademarks, names and logos are the property of ResearchInMotionLimitedandareregisteredand/orusedintheU.S.andcountriesaroundtheworld.

BluetoothisatrademarkofBluetoothSIG.HDMIisatrademarkofHDMILicensing,LLC.NFCisatrademarkorregisteredtrademarkofNFCForum,Inc.intheUnitedStatesandinothercountries.Wi-FiandWi-FiProtectedSetuparetrademarksoftheWi-FiAlliance.Allothertrademarksarethepropertyoftheirrespectiveowners.