Blackberry Troubleshooting Tips

The most commonly encountered problems can be resolved with one of the
techniques described below.

Please complete the following steps if you are experiencing problems with your
BlackBerry device.

1. Check the signal strength

In the status section of the BlackBerry screen (top right-hand corner), verify
that GPRS appears. Note: GPRS must appear in ALL CAPS.

2. Reset your handheld

o Press the Alt key AND the CAP key AND the DEL key
simultaneously
Note: The Alt key is on the left hand side of the keyboard with a grey
half moon on it.

OR

o Remove and re-insert the battery

3. Send a test e-mail message to yourself and check that you receive the message
on your handheld

4. Send an e-mail message from your handheld

5. Check with your BlackBerry Enterprise Server (BES) administrator to verify

the server is online and operating as expected. Contact misops@nuigalway.ie
ext: 2116

Blackberry Troubleshooting Tips

Please click on the links below to access troubleshoot tips for your
Blackberry Handheld

http://www.o2online.ie/wps/wcm/connect/O2/Home/Business/Phones/Devices
+%26+accessories/Blackberry/Troubleshooting/

Please click on the links below for further information on the Blackberry devices.

http://www.blackberry.com/na/index.shtml

O2 - Devices & accessories - Blackberry

 BlackBerry Frequently Asked Question’s (FAQs’)

Q. Can you use the BlackBerry handheld abroad?

A. Currently the BlackBerry handheld works in other countries that have GPRS
roaming agreements with 02. You can check for current O2 GPRS Roaming
Agreements and the associated charges, on the O2.ie website at the following
location:
http://web.o2.ie/business/services/travelling_abroad/data_roaming_charges.jsp

Q: What is Desktop Synchronisation?

A: BlackBerry Desktop Software provides corporate users with PC organiser
synchronisation, email filtering capabilities and information backup utilities.
BlackBerry Enterprise Server supports wireless calendar synchronisation and remote
address book lookup to further extend the desktop wirelessly.

Q: Where can I find the PIN number (Personal Identification Number) or IMEI
(International Mobile Equipment Identity) for my handheld?
A: The PIN or IMEI number may be found in one of the following locations; ·

 From the Home screen on the handheld, go to Options > Status.

 On the sticker, located on the back of the handheld. (5820 Handhelds)
 Under the battery cover (7230, 7290, 7100x Handhelds)

Q. I have been working in other screens on my handheld, but now I want to

return to the home screen.
A. You can return to the Home screen from any other screen or menu by pressing the
Escape key (Button below the trackwheel) until you see the Home screen. The Escape
key lets you backup through screens that you have viewed.
You can also jump to previously viewed applications (Messages, Address Book, etc.)
on the handheld by holding the Alt key and then pressing the Escape key. When the
Application Ribbon window appears, roll the trackwheel to your desired application’s
icon, and then release the Alt key.

Q: Can I use any of the other applications on my handheld while I am on a

phone call?
A: While you are on a call, you can still use the other handheld applications, but you
cannot send or receive email messages or browse web pages. To jump to other
applications (Messages, Address Book, etc.) on the handheld while on a call, hold
down the Alt key and then press the Escape key. When the Application Ribbon
window appears, roll the trackwheel to the Home icon, and then release the Alt key.
From the Home screen, you can now click into any of the handheld’s applications.

Q: How do I enable a password on my handheld?

A: One security feature of the BlackBerry handheld is the password option. If your
handheld has a password enabled, the data on your handheld cannot be accessed until
the correct password is typed. To enable the password option, perform the following
steps:
  In the Home screen, scroll to Options and click the Trackwheel. The Options
screen appears. Scroll to Security and click the Trackwheel. The Security
screen appears.
 While in the Password: field, press the Space key to enable the password. A
dialogue box appears, prompting you to enter a minimum 4 character
password. Press Enter when you are finished. You will have to enter your
password again to verify it.

Q. How can I delete data from my handheld?

A. You can remove some or all of the data on your handheld.
 To remove all data, scroll and click Options from the Home screen, then click
Security. Enable Password by holding Space key, then click the trackwheel for
the sub menu and select Save. You will then be asked to enter a password,
enter any password, and then confirm the password again. When completed,
exit screen and return to the Home screen, and then click Keyboard Lock.
When the handheld is locked, double click the trackwheel to try open the lock
again, you will then be asked to enter the security password, enter the
password incorrectly 10 times. After you have entered the password
incorrectly 10 times, the handheld will reset itself and wipe all data off the
handheld.
 To remove part of the data from your handheld, place the handheld in the
cradle, open the Backup and Restore tool and click Advanced. Highlight the
database you want to delete and click Clear.

Q. Can I view my company’s Global Address list (GAL) or Notes Address Book
(NAB) on my handheld in addition to my existing addresses?

If your company uses a BlackBerry Enterprise Server, you can search your company’s
GAL or NAB from within the Address Book application, or when you are composing
an e-mail message to a recipient from your Address Book. To perform a search from
the Address Book application, use the following procedure:
1. Enter the name of the person (full or part) you wish to search
2. Click the trackwheel, then scroll the trackwheel to Lookup and click again to
select
3. When the handheld retrieves the person’s details from the GAL/NAB, click
return to use in your e-mail
Note: When the handheld is searching the GAL/NAB, if there are more people in
the company with the same name, you will then be notified of the amount of
matches with a Matches list (20 at a time, if there are more). The same may
happen if you have only entered part of the person’s name, the Matches list will
then be of people’s names that match the part of the name you have entered. To
view the Matches list, click the trackwheel and select View List. When the list
appears, highlight the correct person, then press return and press again if
composing an e-mail.

Q. I accidentally dropped my handheld in a puddle and now it won't work.

If your handheld is exposed to liquid and stops operating, allow the handheld to fully
dry out. If it does not begin to work again when it is dry, contact O2 or your local O2
Retail shop, or Dealer.
Q. I've set my alarm, but it doesn't go off.

When you set your alarm, make sure you change the Alarm On/Off field to ON.
When the alarm is turned on, a bell icon appears on the home screen below the date.

Verify that the Tune and Volume fields are set correctly. Some tunes are longer than
others, so if you think you may be missing the alarm, you can select a longer one.

Q. I have the notification option set to beep me when new messages arrive, but
I'm not receiving notification.

Ensure that the volume setting of the notification option is set to Low, Medium, or
High, rather than Off. If the volume is set to Off, you won't receive notification of
new messages.
If you are having trouble hearing the notification, increase the volume. You could also
try increasing the number of beeps to make sure it gets your attention. Setting the
notification to vibrate or beep and vibrate may also help.

Q. The handheld's LCD is very faint. Can I make it brighter?

There are two ways you can make it brighter, depending on when you find the LCD to
be faint:
 If the LCD is faint all the time, even in bright, indoor light, you can adjust the
screen contrast. From the Handheld Options screen, choose Screen/Keypad
and adjust the screen contrast to your preference.
 If the LCD is faint when you use it in a poorly-lit or dark area, you can turn on
the backlighting. Press the ALT key three times. Backlighting turns off
automatically if you don't press any key or roll the trackwheel for 10 seconds.

Q. The handheld attempted to register (either automatically or manually), and I

received an error message saying "Registration request failed: please try again".
I think I am in coverage.

For some reason, your attempt to register on the network has failed. You can register
again manually by scrolling to and clicking Options on the Home screen, then Host
Routing Table. Click to view the menu and select Register Now.
With 5820 & 7230 handhelds this procedure slightly differs in that, when in Options,
you need to actually select Network Settings rather than Host Routing Table, then
continue with the above procedure. You will receive a message indicated that your
handheld is successfully registered. You must be in coverage for registration to work.
If you don't receive a confirmation message you may not be in coverage. Ensure that
you are in an area of sufficient coverage for receiving email messages. Check with O2
Customer Care to check that there is coverage in your area.

Q. My handheld is continuously initializing. What should I do?

Reset your handheld by inserting the end of a paperclip into the small hole at the back
of the handheld.
Q. I can't find the Delete On and Hide Filed Messages options in my Message
List Options. What should I do?

Perform an email reconciliation to transfer your desktop folders to your handheld.

If performing an email reconciliation does not work, close your desktop software and
the desktop redirector (if running) and edit the registry. Click Start>Run. In the Open
field, type regedit, and click OK. Open
HKEY_CURRENT_USER/Software/Research In Motion/BlackBerry key and click
the Synchronize folder. Delete the Folder Management value. Start the desktop
software and reconcile your email.

Q. I selected More from the open message menu on my handheld and an error
message appeared saying "Could not receive 'More': original message was
deleted".

The handheld tried to retrieve the original message from your mailbox, but found it
was missing or was moved to another location, like an archive folder. Check your
desktop PC’s mail client (Outlook/Lotus Notes) to check where the message may
have been moved to.

Q. I received notification that a message arrived, then an error message

appeared saying "Decryption failure: please connect handheld to your PC". I
have recently manually updated the encryption key in Redirector Configuration.

If you receive this message, your handheld has a different encryption key from your
desktop PC. You cannot send or receive messages until you connect your handheld to
your PC, launch BlackBerry Desktop Manager, and update the key encryption.

Q. I have the notification option set to beep me when new messages arrive, but
I'm not receiving notification.

Ensure that the volume setting of the notification option is set to Low, Medium, or
High, rather than Off. If the volume is set to Off, you won't receive notification of
new messages. If you are having trouble hearing the notification, increase the volume.
You could also try increasing the number of beeps to make sure it gets your attention.
Setting the notification to vibrate or beep and vibrate may also help.

Q. I was notified of new messages while my handheld was in the holster, but the
Home screen doesn't indicate any new messages and the Messages screen shows
that all messages have been read. What happened?

If you removed the handheld from the holster briefly to stop the notification, a new
message may become marked as read. When you remove the handheld from the
holster because you are notified of a new message, the new message displays on the
screen. When you return the handheld to the holster, the message closes. Even if you
didn't actually read the message, the handheld thinks you did because you took the
handheld out of the holster.
To read your new messages, open the most recently received messages in the
Messages screen.
If you don't want to receive notification of messages when you handheld is in the
holster, you can turn off the notification option.

Q. I tried to receive a message on my handheld and/or send a message, but it

didn't work. I received an error message saying "Please connect the handheld to
your PC". I just received this handheld.

If you receive this message, your handheld has a different encryption key from your
desktop PC. You cannot send or receive messages until you connect your handheld to
your PC, launch BlackBerry Desktop Manager, and update the key encryption.

Q. I've been sending or receiving lots of messages one after the other. The last
message has an X beside it on the Messages screen, and when I open it and scroll
to the top, the Message Status field reads "Handheld message packet queue full".
The messages are really short and I can type very quickly.

This message indicates that the queue of messages waiting to be transmitted is too
long. Wait until a couple of messages are successfully sent to the network before
sending the next ones.

Q. A message I sent on my handheld has an X beside it on the Messages screen.

What does that mean and what should I do about it?

When a message you sent from your handheld has an X beside it, some problem
prevented the message from sending properly.
You can find out what specifically went wrong by opening the message and scrolling
to the top. The Message Status field will say what went wrong. Check the FAQ for
that message for more information.

Q. I composed a message on my handheld and selected Send from the menu, but
it hasn't been sent yet.

There are a few reasons your messages may not be sendng.:

 Make sure your handheld's radio is turned on and check that the network
settings are correct.
 If there is a clock icon next to the unsent message, you are not in coverage.
You need to be in a place with coverage for your messages to be sent.
 If there is an X next to the unsent message, something happened during the
transmission. Open the message and scroll to the top. The Message Status field
will indicate what happened. Check this list of FAQs to get more information
on the Message Status field.

Q. I sent a message from my handheld, and now I want to forward it to another

email address. When I open the message and click to view the menu, the option
to forward does not appear.

If the message you sent originally has an X next to it, there was a transmission error
that prevented it from being sent. You cannot forward messages that experienced a
problem during sending.
  Open the message and scroll to the top. The Message Status field will tell you
what happened during sending so you can fix any problem. This list of FAQs
features details for each Message Status field message.
 Once the original message is sent without problem, you can forward it to
another email address.

Q. "General send failure: please try again".

If you receive this error message, your message could not be sent. Try sending the
message again. If that does not work, do a soft reset of your handheld by pressing
ALT + (right)SHIFT + BACKSPACE simultaneously. The soft reset is the equivalent
of pressing CTRL + ALT + DELETE on your desktop PC.

Q. "Handheld is not registered: please register now". This is the first message I
have tried to send, and I have never received any messages.

When you first receive your handheld and turn it on, it will attempt to register on the
GPRS network. If it is out of coverage, connected to your computer, or turned off
before it could register, you need to register it manually. Scroll to and click Options
on the Home screen, then Host Routing Table. Click to view the menu and select
Register Now.
With 5820 & 7230 handhelds this procedure slightly differs in that, when in Options,
you need to actually select Network Settings rather than Host Routing Table, then
continue with the above procedure. You will receive a message indicated that your
handheld is successfully registered. You must be in coverage for registration to work.

Q. "Invalid routing: please connect handheld to your PC".

The connection between your handheld and your BlackBerry Desktop Redirector is
not working properly. Connect your handheld to your PC and launch BlackBerry
Desktop Manager to update the settings.

Q. "Message included an invalid address". I have never sent a message to this

person (or one of these people) before.

If you receive this message, one of the email addresses to which you are sending the
message is invalid. Check the email addresses, correct the error, and resend the
message.

Q. "Message refused: please try again later".

There is a temporary problem transmitting the message. Please resend the message
later.

Q. "Redirector transaction failure".

Your BlackBerry Desktop Redirector is temporarily not working, probably due to a

problem with your office's computer network. Please resend the message later.
Q. "Request failed: please try again".

A request associated with a received message (such as a request for More) was sent
from your handheld, but failed due to a temporary error on your office's computer
network or your BlackBerry Desktop Redirector. Send your request again.

Q. "Sending failed (please resend and watch for error message)".

This message usually appears because of a registration problem or a failure to connect

your handheld to your desktop and launch BlackBerry Desktop Manager. Resend the
message and watch your handheld LCD for an error message. Refer to the FAQ for
that specific error message for details.

Q: Can BlackBerry be used with Macintosh computers?

A: BlackBerry is compatible with Windows 95/98, Windows NT and Windows 2000.

BlackBerry Desktop Manager does not currently support Macintosh computers.
However some third party partner developers of RIM, have developed compatible
BlackBerry Desktop Managers that operate on Macintosh computers. For more
information, check out the following web-link: www.pocketmac.net

Q: Why did a synchronisation add duplicate records to my systems?

A: If you change a field mapping after you have already synchronised a set of data,
the next synchronisation is, in effect, a first-run synchronisation, which may cause the
duplication of records. Duplications can occur if key fields are re-mapped. For
example, if you change the mapping of a Name field in the address section, address
records may be treated as new records during the next synchronisation because the
records now look different from the records that already occur in your systems.
Duplicate records may also be created during synchronisation under the following
conditions: The Add or Ignore setting is selected in the Conflict Resolution tab of the
Advanced Settings window. Your computer database file has become corrupted. Your
handheld is not reading or writing data properly during the data transfer. Note: This
may require a hard reset. Please refer to your Installation and Getting Started Guide,
for more information on performing a hard reset.

Q: Why can't a deleted message on a Lotus Notes client be synchronised to a

BlackBerry handheld?
A: As long as you do not empty the Trash folder after you mark the item for deletion,
either by deleting it from the mail client or dragging the message to Trash, the
deletion synchronisation works. It will not, however, delete the item from the
handheld if you empty the Trash folder. This is by design.

Q: What is the largest message size that can be sent to the handheld?
A: Messages are sent to the handheld in 2 KB parts; however, users are able to
request more of the message, to a maximum size of 32 KB is received.

Q: I received the following error message on my handheld, Message included an

invalid address. What should I do?
A:This error message indicates that one of the email addresses to which the message
has been sent is invalid. Check the email address, correct the address, and resend the
message.

Q: I received the following error message in my desktop manager, New handheld

detected, would you like to switch? What should I do?
A: This message appears when a handheld is connected to the desktop that has a
different personal identification number (PIN) from the one to which the mail system
is currently redirecting. By selecting Yes, the desktop software will automatically
prompt you to generate a new encryption key for this handheld, and update the mail
system to redirect your email to the new handheld.

Q: How often should I generate a new encryption key?

A: For maximum security, new keys should be generated every two to four weeks. If
the desktop software is set to generate encryption keys automatically, you will be
reminded to generate a new encryption key every 31 days.

Q: How do I prevent messages from being delivered to my handheld when it is in

the docking cradle or connected to its Universal Serial Bus (USB) cable?
A: To stop messages from being delivered to the handheld while it is in the docking
cradle or connected to its Universal Serial Bus (USB) cable:

1. Go to Start > Programs > BlackBerry > BlackBerry Desktop Manager.

2. Double click Redirector Settings icon. The Redirector Settings window
appears.
3. Click General tab. Select Don't forward when handheld is in the cradle check
box. Click OK.

Q: Messages are not being delivered to my handheld when it is on the cradle or

connected to its Universal Serial Bus (USB) cable. How can I ensure messages
will be delivered?
A: To stop messages from being delivered to the handheld while it is in the docking
cradle or connected to its Universal Serial Bus (USB) cable:

1. Go to Start > Programs > BlackBerry > BlackBerry Desktop Manager.

2. Double click Redirector Settings icon. The Redirector Settings window
appears.
3. Click General tab. Deselect Don't forward when handheld is in the cradle
check box. Click OK.

Q: I will be out of coverage for a short period of time. What happens to my

messages?
A: The wireless data network has a store and forward capability that prevents
messages from being lost. When the radio is turned off, or the handheld is in an area
with minimal or no coverage, messages sent from the handheld will be held at the
handheld and messages sent to you will be stored by the network until the signal
becomes strong enough to successfully communicate with the handheld.
Q: How do I determine whether I are using BlackBerry Desktop Redirector or
BlackBerry Enterprise Server?
A: Check the Status field in the BlackBerry Desktop Redirector. If there is a Server
name preceding the status, then you are using BlackBerry Enterprise Server to
forward your mail to the BlackBerry Wireless Handheld. If the Status field reads
"Running", you are using BlackBerry Desktop Redirector.

Q: I do not want to back up everything on my handheld. How do I back up only

the messages on my handheld?
A: To only backup the messages on the handheld:

 From your computer, click Start > Programs > BlackBerry > Desktop
Manager > Backup and Restore.
 Click Advanced.
 Under Handheld Database, Name column, select Messages and click the left
arrow button.
 Click File > Save As to save the backed up file to the desired location on your
computer.