The Network Administrator

Top Blackberry Problems & Troubleshooting Steps

Blackberry software issues

I. User cannot Enterprise Activate the device

1. Verify that the user has entered their current Exchange email address and the correct activation

password that was supplied by BES Admin

2. Check to ensure the user is receiving a data signal to the device

• If working on a T-Mobile device look for a capital EDGE in the upper right-hand corner next

to the antenna icon.

II. User is receiving copies of sent messages from Exchange on the device

NOTE: By default the Inbox and Sent Items folders are selected for redirection.

Follow these steps to remove the Sent Items folder from redirection:

1. Open the Email application on the device

2. Open the Menu and select Options

3. Select Email Settings

4. Open the Menu and select Email Redirection

5. Highlight the folders with a plus (+) next to them and expand by pressing the Spacebar

6. Scroll down to Sent Items and highlight the folder

7. Remove the checkmark by pressing the Spacebar

8. Open Menu and Save

9. Exit application

III. User is not receiving data (email) on the device

1. Check to ensure the user is receiving a data signal to the device

• If working on a T-Mobile device look for a capital EDGE in the upper right-hand corner next

to the antenna icon.

2. If either the EDGE symbol is not present, RESET the device

• Remove the battery for approx. 5 secs and replace to force a “hard reset” of the device.

3. If either the EDGE symbol is present but data (email) is still not being received check to

ensure that Wireless Reconcile is ON

• Open email application > Open the Menu and select Options > Open Email Reconciliation and

highlight Wireless Reconcile > use the Spacebar to change option to ON > Open the Menu and

Save > Exit

4. If either the EDGE is present but data (email) is still not being received on the device. Check

the Folder Redirection Setup.

• Follow the steps in section II. to check which folders are being synced between Exchange and

the device.

NOTE: Only the folders with checkmarks are being synced

IV. Users device does not ring or vibrate when calls or emails are received

1. Check to ensure that the device notification profiles are setup correctly

• On the Home Page click on the Profiles (speaker) icon > Highlight the Default profile > Open

the Menu and select Edit > Highlight desired application to change (i.e. messages) > Open the

Menu and select Edit > Verify that the user has the desired notification options selected such as

vibrate, tune, volume, etc.

• To change a setting Highlight the option > Open Menu and select Change Option > Scroll to

desired setting and select it by pressing the Select/Enter button > Once all the changes have been

made Open the Menu and select Save > Exit

Blackberry hardware issues

I. User device will not charge

1. Plug device into the wall using the Wall Charger with appropriate adapter.

2. Check for a lightning bolt icon next to the battery indicator (this indicates the device is

charging).

• If there is no lightning bolt icon; check the USB cable connection to the device and the Wall

Charger.

• Remove and reseat the battery to ensure a good connection

II. User is unable to use the phone on the device

1. Verify that T-Mobile appears on the blue strip on the Home Screen.

• If there is a SIM Card Error or any other message on the Home Screen call Customer

Service/Technical Support

III. Device is connected but Desktop Manager won’t recognize device

Note: There is not need to install Desktop Manager on the users PC when using the BES to sync

the Exchange mailbox

1. Verify that the correct device specific software is installed by Opening Desktop Manager >

Open the Help Menu > Select About Desktop Manager > Click on Handheld Software tab