Using the BQ Flash Tool to Hard Reset a telephone when it is UNABLE to turn on.


This process eliminates all installed applications and user data. If your device is accessible, we recommend you create a backup of any data and files that you want to preserve before proceeding.

This guide sets out the steps involved in hard resetting your device in the case that it does not turn on and consequently its settings are inaccessible. If your telephone turns on fully please see this guide.

As your telephone does not turn on, you will need a file with a .JSON extension, which our support representatives will provide you with. Example: unlock-RB000123.json. The email about hard resetting sent out by our representatives has the said file attached. Check it and download the file.

Flashing the terminal

  1. 1. Install and run the BQ Firmware Flash Tool. If you need help installing it, consult the installation guides for Windows and Ubuntu.Once installed, a screen like this will be displayed.

  2. Turn off your device then turn it back on in FastBoot mode. Do this by holding down the power and volume down buttons at the same time.

    4. NOTE: For the  Aquaris M5.5 , turn it off, then hold down the power and volume up buttons at the same time. The Recovery menu will appear. Use the volume down button to move to the “Reboot to bootloader” option, then press the power button to accept. Regarding the Aquaris X5 Cyanogen, FastBoot mode is also accessed by pressing the power and volume up buttons at the same time.

  3. Connect the device to the PC with a USB cable. Normally the application will recognise the device and automatically display its serial number via the interface. (If for some reason it does not correctly detect the device, we recommend you download its corresponding drivers from our download area). Once recognised, click Connect device to continue.

    NOTE: The application might not read the serial number correctly on the Aquaris M5.5. If this occurs, enter it manually and click Retry.

  4. The BQ Firmware Flash Tool will connect to the cloud and find the latest firmware for your device. For security reasons, your smartphone must be protected by default against anyone attempting to flash it without your permission. Consequently, the application will display the following message:

  5. When Unlock is clicked the application will request the unlock file This is the .JSON file we spoke of above, the one that is attached to the email sent out by our support representative. Select the said file, then click Unlock device again.

  6. Now that the telephone is unlocked, the BQ Firmware Flash Tool will connect to the cloud and find the latest firmware (operating system) available for it. Details of this firmware will be displayed on screen as shown in the image.

    • Flash latest firmware is chosen, the application will check if the latest firmware has been downloaded to the computer. If not, its download will commence automatically.

    • If  Flash another firmware is chosen, a new screen will open from which the firmware to be flashed (.ZIP extension) can be selected. This must be previously downloaded to your computer. If you decide to flash a different firmware, make sure that you download one that corresponds to your device. If not, the terminal may suffer irreversible damage.

  7. Click either of the buttons to start the flash process. The operation can take several minutes, especially if the firmware has not been downloaded yet.

  8. Once the process has ended, the application will inform of the result.

The device will restart with the new operating system, ready for use.

We hope this tutorial on the BQ Firmware Flash Tool has been instructive. If you need further assistance please request a call.