How do I perform a security wipe and reload my operating system?

Often times, WhatsApp may not be able to operate correctly due to errors originating from the BlackBerry Operating System (OS). In these cases, it may help to perform a security wipe or reload the OS. We recommend that you first try a security wipe, and if that does not fix the problem, then proceed to reload the OS.

Before beginning either of these methods, you should back up all data on your phone as they will be deleted.


Backing up your phone

If you have access to a computer:

  1. Download and install the BlackBerry® Desktop Software.
  2. Connect your BlackBerry device to the computer.
  3. Once the Desktop Software recognizes your phone, click on Back Up, select All data, then click on Back Up.

If you do not have access to a computer, we recommend the following:

  • Export the chat histories of any WhatsApp conversations you don't want to lose.
  • Email yourself any important documents or files that you have saved on your device.
  • Note down any personal settings you have in your phone.
  • Save your contacts to your SD card, or see if your provider has a contact syncing service.
  • Make sure your media is saved to your SD card, then remove the SD card from the device so that the media does not get erased.

Performing a security wipe

This process will delete all of your applications and data (contacts, mail, calendar, etc.):

  1. Back up your data.
  2. Go to BlackBerry Options > Security > Security Wipe.
  3. Make sure all boxes are checked.
  4. Write "blackberry" in the confirmation box.
  5. Select Wipe Data.
  6. Wait for the data to be erased and for your phone to restart (should take around 10 mins).
  7. Download WhatsApp again.

Reloading the operating system

You will need access to a PC to reload the OS. The following information is from this BlackBerry support forum.

This process will delete all of your applications and data, and will take approximately 30-40 minutes to complete.

  1. Download and install your phone's operating system from your carrier's download site in this BlackBerry download page.
  2. Back up your data.
  3. Close the BlackBerry Desktop Manager and leave your device plugged in.
  4. Open Windows Explorer and go to the following folder: C:\Program Files\Common Files\Research In Motion\AppLoader\ and open the Loader.exe file.
  5. In Vista 64-bit computers, the file is in C:\Program Files (x86)\Common Files\Research In Motion\AppLoader.
    Depending on your computer's settings, you may need to show hidden folders (under File > Options for Windows XP or Organize > Folder and Search Options in Windows Vista).
  6. After the device configuration has been retrieved, you will be on the Device Application Selection page. You may scroll through the list to ensure all the applications you want are selected. You can also de-select any applications you don't use to save space. Click Next.
  7. On the next page, click on the Advanced button. Ensure that both boxes (Delete all application data and Delete all currently installed applications) are checked. Click Next.
  8. Proceed with the OS reinstall. Note that this process may take 10-30 minutes (usually ~10 minutes). Do not disconnect the device.
  9. Once the process is complete, re-open the BlackBerry Desktop Manager.
  10. Select Backup and Restore and open the Restore application. Select the file to restore (Backup-(Year-Month-Day).ipd) and click Open. Follow the steps to restore your device.
  11. Re-enable your device connection by going to Manage Connections and turn on your Mobile Network. Re-download any missing applications.

It is also recommend that you remove your battery for 15-30 seconds after this process is complete to ensure the device is running smoothly.

WhatsApp Support Team