Update bundle for 9360 has froze at 13% whilst backing up data, can't use phone!!!!!!

My son received message this morning on his phone saying it needed updating, he started the update. It is only on 13% now, saying it is backing up his data. Has said this now for 11 hrs. We can't do anything with the phone, it wont go off this screen. We've tried taking battery out an restarting phone but when it comes back on the same screen comes on again. Can someone please help.

Hey martiepoopoo,
Welcome to the BlackBerry Support Community Forums.
Thanks for the question.
When the BlackBerry® Curve™ 9360 smartphone is backing up the data, does it say which data is being backed up?
As a workaround you can complete the workaround by completing the software update on a PC via force detection. Follow the steps in this KB article: www.blackberry.com/btsc/KB10144
Let me know if you have any more questions.
Cheers.
-ViciousFerret
Come follow your BlackBerry Technical Team on Twitter! @BlackBerryHelp
Be sure to click Like! for those who have helped you.
Click Accept as Solution for posts that have solved your issue(s)!

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Update bundle for 9360 has froze at 13% whilst backing up data, cant use phone!!!!!!

My son received message this morning on his phone saying it needed updating, he started the update. It is only on 13% now, saying it is backing up his data. Has said this now for 11 hrs. We cant do anything with the phone, it wont go off this screen. we've tried takin battery out an restarting phone but when it comes back on the same screen comes on again. Can someone please help.

Hey martiepoopoo,
Welcome to the BlackBerry Support Community Forums.
Thanks for the question.
When the BlackBerry® Curve™ 9360 smartphone is backing up the data, does it say which data is being backed up?
As a workaround you can complete the workaround by completing the software update on a PC via force detection. Follow the steps in this KB article: www.blackberry.com/btsc/KB10144
Let me know if you have any more questions.
Cheers.
-ViciousFerret
Come follow your BlackBerry Technical Team on Twitter! @BlackBerryHelp
Be sure to click Like! for those who have helped you.
Click Accept as Solution for posts that have solved your issue(s)!

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Update bundle for 9360 has froze at 13% whilst backing up data, can't use phone!!!!!!

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