1. Jawallaby's Avatar
    Hey,

    I'm trying to give my helpdesk operators a concise guide so they can troubleshoot with users to determine whether or not there is a problem with BES sync. Does anyone know where I might find a decent guide they can refer to? These are level 1 support techs who really don't know anything and just need to be able to ask the users the right questions in order to route them to the right support personnel.
    07-11-08 02:00 PM
  2. dleugers's Avatar
    GENERAL TROUBLESHOOTING TIPS

    1. Do a hard reset - remove battery, wait 30 seconds, and put it back in. This does not wipe or erase any date, but only forces the device to recreate the connection with the carrier and is the quickest possible solution for sending/receiving/wireless sync problems.
    2. Check that the user has a GPRS/EDGE signal (in all caps)
    3. Check that his Outlook mailbox size is under 200MB.
    4. On user's device, check if the setting Messages > Options > Email Reconciliation > Wireless Reconcile is set to ON.
    5. The service book may be corrupt, especially if the wireless sync settings in the step above are not available. Delete the service book and send a new one to the device by completing the following steps:

    a. On the device, click Options > Service Book or Options > Advanced Options > Service Book.
    b. Select each service book/s labeled Desktop or BlackBerry. Click the trackwheel and click Delete. If you get a warning, click Delete. Repeat this process for all the Desktop or BlackBerry service books.
    c. Connect the device to the PC and launch Desktop Manager. It should sync automatically. Wait for the sync to finish, then generate a new key (see Step 6 below). After the new key is generated, click Apply then click OK. (If the user does not have access to his computer, you can also send a ticket to G.AIEMRM for Notes users or G.AOSL for Outlook users to have them send the service books from the server.)
    d. Do a hard reset and see if the problem is fixed.

    6. On user's Desktop Manager, check if the setting Email Settings > Redirect incoming messages to your device is CHECKED. Under Email Settings > Security, select Generate keys manually and click on the Generate button. Move the mouse around until the progress bar is complete. This will generate a unique key based on your pointer movements. Click OK. Do a hard reset on the device and see if the problem is resolved. (Dont forget to change the setting back to Generate keys automatically after you finish troubleshooting)

    If these troubleshooting steps fail, escalate the issue to G.AOSL using the Service Desk template BlackBerry cannot send and/or receive. Fill up all the information required in the ticket. If the user cannot send, be sure to indicate the Message Status error message in the Service Desk ticket.


    MESSAGE STATUS ERROR MESSAGES
    An X appears beside a message sent from a BlackBerry device operating on a GPRS network. Open the message and scroll to the Message Status field. The Message Status field contains a transmission error to identify the problem. This table lists transmission errors and descriptions which may include resolution steps:
    Error message Cause and what to do
    Could not receive message from service. The device encryption key is different from the encryption key on your personal computer. Update the device encryption key.
    Could not receive More - original message was deleted. The device will not receive more of a message if the original message is deleted, moved, or modified in the Inbox. Verify that Inbox rules do not filter incoming messages.
    Decryption failure - please connect your handheld to your computer. The device encryption key is different from the encryption key on your personal computer. Update the device encryption key.
    Delivery to service not confirmed The message was not delivered. Resend the message.
    Desktop couldn't find the original message. OR
    Mailbox couldn't find original message. The device will not forward, reply to, or request to see more of a message if the original message is deleted, moved, or modified in the Inbox.

    Desktop program unable to submit message. Check the users Outlook mailbox size.
    If it is not full, send the ticket to G.AEXCHMSG for them to check the SendAs permissions on the server.
    Encryption failure - please connect your handheld to your computer. The device encryption key is different from the encryption key on your personal computer. Update the device encryption key.
    Failed to contact service. The wireless network did not acknowledge the message. Resend the message at a later time.
    Failed to send message. The BlackBerry Enterprise Server received the message, but it cannot send the message to the recipients. Resend the message later.
    General message error. A problem occurred while sending the message.
    Resend the message or reset the device.
    General send failure - please try again. The message could not be sent. Do one of the following:
    Resend the message.
    Save the message and reset the device. Press and hold the Alt and Shift keys, then press the Backspace key.
    Register the device with the wireless network.
    General transaction failure. The message could not be sent. Resend the message, or reset the device.
    Invalid routing - please connect your handheld to your desktop. If your email system is configured incorrectly, verify you have a mailbox on a Microsoft Exchange Server or an IBM Lotus Domino Server.
    If the connection between the device and your personal computer is not working properly, reconnect your device to your personal computer.
    Message canceled. The message is canceled before it is sent. Resend the message.
    Message could not be sent. There is a problem sending the message. Resend the message.
    Message included an invalid address. One of the email addresses of an intended recipient is incorrect.
    Message refused - please try again later. Temporary problem transmitting the message. Resend the message at a later time.
    Please connect your handheld to your computer. The device encryption key is different from the encryption key on your personal computer. Update the device encryption key.
    Please repeat your last More request. The device has received more of a message. The device cannot save the additional information in the associated message because there is insufficient memory to save the message. Free up some memory on your device.
    Refused by service. The connection to the wireless network refused the message.
    Send a new message to the contact.
    Redirector transaction failure. If you are a Microsoft Exchange user, this message appears when the BlackBerry Desktop Redirector is temporarily unable to function. This may be caused by a problem with your network communication.
    Resend the message at a later time.
    Registration request failed - please try again. The attempt to register with the network has failed.
    Register the device manually. Go to Options>Network. Click the trackwheel, then click Register Now.
    Request failed - please try again. A request associated with a previously received message (such as a request for More) is sent from the device. However, the request failed due to a temporary error on your network. Resend your request.
    Request for More failed. Your device will not receive more of a message if the original message is deleted, moved, or modified in the Inbox.
    Send canceled by transport. The send process was canceled before it was completed. Resend the message.
    Sending failed (please resend later and watch for error messages). There is a network registration problem, or there is a connection failure between the device and the personal computer.
    Resend the message.
    Service Blocked. Some GPRS services may be inactive. Contact your BlackBerry network provider.
    Service Disabled. The ability to send and receive messages is disabled. Sync the device with your personal computer.
    Temporary network problem - please resend later. The network is temporarily busy. Resend the message later.
    Temporary service problem - please resend later. There is a temporary network problem. Resend the message later.
    Timeout - message not delivered. The message could not be sent to its destination within the set time frame.
    Resend the message.
    Transaction error - general failure. A general error transmitting the message occurred. Register the device with the wireless network.
    Transaction error - timeout. A temporary problem connecting to the BlackBerry Enterprise Server is preventing the message from being sent.
    Transaction error - unknown command. There is an error with the device radio. Register the device with the wireless network.
    Unable to compress/encrypt message. The device cannot send the message because it could not be properly encrypted. Connect the device to your personal computer, then generate a new encryption key.
    Unable to find specified service. The service is not available. Connect the device to your personal computer to receive the correct service information.
    Unlisted message error. Delete the service books using step #5 at the top of this document and sync using Desktop Manager.
    Check the users Outlook mailbox size.
    If it is not full, send the ticket to G.AEXCHMSG for them to check the SendAs permissions on the server.
    Unlisted send error. A problem sending the message has occurred. Resend the message.
    Unlisted transaction error. A problem sending the message has occurred. Resend the message, or reset the device.
    Unknown error. This message may appear when you generate an encryption key manually and click Update to copy the new encryption key to the device. It occurs as the device and your personal computer exchange information. Do one of the following:
    In BlackBerry Manager, open Redirector Settings. On the Advanced tab, verify the email address specified is correct.
    Verify the device is registered on the network.
    Connect the device to your personal computer, then update the encryption key.
    07-11-08 03:54 PM
  3. dleugers's Avatar
    Title: Encryption Key Out of Sync
    Description: User receives the following error on the handheld: Decryption failure. Please regenerate key.
    Solution: Generate a new encryption key with one of the methods below.

    From the handheld
    1. On the handheld, click Options > Security.
    2. Scroll down to the Services section.
    3. Click the trackwheel and select Regenerate Encryption Key.

    With Desktop Manager
    1. Connect the handheld to the computer hosting your desktop software.
    2. Open Desktop Manager.
    3. Double-click Redirector Settings. The Redirector Settings window appears.
    4. Click the Security tab.
    5. Select the Generate keys manually option and click Generate. The Generating New Key dialog appears. Move the mouse randomly to generate a new encryption key.
    6. Click OK.
    Root Cause: The encryption key information on the handheld differs from the key stored on the BlackBerry Enterprise Server or BlackBerry Desktop Redirector.



    Title: Empty Deleted Items
    Description: Using my Blackberry, how do I empty the Deleted Items folder from my desktop?
    Symptom: This feature permanently deletes messages in from desktops Deleted Items folder This is useful if the desktop mailbox has reached its capacity and it is necessary to create free space for new messages.

    Solution: 1. On the Home screen, click the Messages icon.
    2. When the Messages screen appears, click the track wheel to view the menu. Click Options. The Message List Options screen appears.
    3. Highlight Email Reconciliation and click the track wheel.
    4. Within the Email Reconciliation screen click to view the menu. It does not matter which item is selected within.
    5. Click Purge Deleted Items. A dialog box prompts confirmation of the action. Click Yes. The Deleted Items folder of the desktop will be emptied.


    Title: Remote Address Search
    Description: From my Blackberry, how do I lookup a ML email address from the Global Address List?
    Applies to: BlackBerry
    Symptom: The Remote Address Search feature is only available to those using Microsoft Outlook as a desktop email program. In addition the handheld must be enabled on the company Blackberry Enterprise Server.
    Solution: 1. On the Home screen, click the Compose icon.
    2. Once the To screen appears. Click the track wheel to view the menu. Click Search. A dialog box appears, prompting part or the entire name of the contact.
    3. After typing the contacts name, click the track wheel. The Compose screen appears with the search terms displayed in the To field.
    4. Type the message while the search is in progress. After the search is complete, the To field displays the number of matches.
    5. With the cursor in the To field, click the track wheel to view the menu. Click View Search. The Find screen appears, displaying the search results.
    6. Select the contact and click the track wheel to view the menu. Select a send method.
    7. After typing the message, click the track wheel to view the menu. Click Send. View the status of the sent message on the Messages screen.

    Note:

    When sending a message before the search has been resolved, a prompt will request confirmation of the send action. If no other addressees have been selected a dialog box appears, reminding you that your message contains no addresses.

    Troubleshooting:

    To verify the activation status of the Remote Address Search feature, on the Device Options screen, click Service Book Options. On the Service Book Entry screen, an entry named Address Lookup should be displayed. If Address entry is not available contact the local support team for assistance.


    Title: Status Indicators
    Description: What do the various status symbols and letters represent on my BlackBerry device?
    Symptom: The table below describes the network status indicators that appear on a BlackBerry Wireless Handheld, while connected to the GSM/GPRS network.
    Indicator Description



    You can send and receive email, personal identification number (PIN) messages, and Short Message Service (SMS) messages.
    You can place and answer phone calls.
    You can browse web pages.



    You can send and receive SMS messages.
    You can place and answer phone calls.
    You cannot send or receive email or PIN messages.
    You cannot browse web pages.



    You can send and receive SMS messages.
    You can place and answer phone calls.
    You cannot send or receive email or PIN messages.
    You cannot browse web pages.



    You are currently within an area of wireless coverage. This icon indicates the strength of that coverage.



    You are in an area of wireless network, but you can only place emergency phone calls. If your handheld is locked, or if the SIM card is removed, you can still place an emergency phone call by selecting the Emergency Call option on the Handheld is locked screen.
    You cannot send or receive email, PIN messages, or SMS messages.
    You cannot place or answer phone calls.
    You cannot browse web pages.



    Your handheld cannot connect to the wireless network because you are outside the wireless coverage area or you are within a structure that the wireless signal cannot penetrate.
    You cannot send or receive email, PIN messages, or SMS messages.
    You cannot place or answer phone calls, including emergency calls.
    You cannot browse web pages.
    You can continue to use the other applications on the handheld. Any pending messages are sent to you after you return to an area of wireless coverage that is part of your home network.


    The table below describes the network status indicators that appear on a BlackBerry Wireless Handheld.

    Indicators Description



    You can send and receive email, personal identification number (PIN) messages, and Short Message Service (SMS) messages.
    You can place and answer phone calls.
    You can browse web pages.



    Your handheld might be roaming into another wireless network, which is not part of the home network, or your handheld might be roaming into another network which does not have a data roaming agreement with your service provider. Contact your service provider for more information.
    You can place and answer phone calls.
    You can send and receive SMS messages.
    You cannot send or receive email or PIN messages.
    You cannot browse web pages.



    You are currently within an area of wireless coverage. This icon indicates the strength of that coverage.



    You can place and answer phone calls.
    You can send and receive SMS messages.
    You cannot send or receive email or PIN messages.
    You cannot browse web pages.



    Your handheld cannot connect to your wireless network.
    You cannot place emergency phone calls (911) if you are in a remote location outside your wireless coverage area or if you are in a concrete and steel structure that inhibits the wireless signal.
    You can only place emergency phone calls if your handheld is roaming onto a wireless network that does not have a service agreement with your network. To verify this status, the X indicator will switch to signal bars when you dial 911.
    You cannot send or receive email, PIN messages, or SMS messages.
    You cannot place or answer phone calls.
    You cannot browse web pages.
    You can continue to use the other applications on the handheld. Any pending messages are sent to you after you return to an area of wireless coverage that is part of your home network.



    Title: FAQ Change Password
    Description: How do I change the password on my Handheld?
    Solution: You can change your password in your device options menu.

    1. Use the track wheel to scroll to the Options icon located on your Blackberrys main menu screen and click the track wheel.
    2. Scroll to highlight Security and click the track wheel.
    3. When presented with security information for your device, click the wheel and a menu appears with options.
    4. Select Change Password and click the wheel. It will prompt you to enter the existing password.
    5. Enter the password and click the wheel. It will then prompt New Password. Enter a new password.
    6. The device will verify the new password. Click the wheel and select SAVE. The new password is now in affect.


    NOTE:

    Password must be at least 6 alphanumeric characters.
    Last two passwords can not be reused.








    Title: BESv4
    Description: BB Contacts or Calendars previously synched up with another software program or a shared mailbox or public folder
    Symptom: Users who were on BES v3.6 where synchronizing with a different database or mailbox over the wire. Now that they have been migrated to BES 4.0, this has caused all items on the blackberry calendar or address book to synchronize with the users default calendar or contacts on their mailbox.
    Solution: User will need to clean up his outlook, blackberry, and if necessary, the other database.

    Disable Wireless Synchronization
    1. On the handheld Home screen, click the Address Book or Calendar. In the Address Book, click the trackwheel and select Options.
    2. On the Address Book Options screen, next to Wireless Synchronization, select Yes.
    3. Click the trackwheel and select Change Option.
    4. Select No.
    Click the trackwheel and select Save
    Clear the address book or calendar database from the handheld
    1. Connect the handheld to the personal computer and open Desktop Manager.
    2. In Desktop Manager, double-click Backup and Restore.
    3. In the Backup and Restore window, click Advanced. The handheld application databases appear in the right pane.
    4. From the right pane, select the address book or calendar database.
    5. Click the arrow to transfer the database to the left pane. This also saves a back-up copy of the database on the personal computer.
    6. When a copy of the database appears in the left pane, select the address book database on the right side, and click Clear.
    7. Click Close and select Yes when prompted to save the back-up database file to the computer.

    Clear Outlook Calendar or Contacts of Items synched from Blackberry
    1. In Outlook, select view-current view-define views (location will vary depending on version).
    2. Select new and name it debug and select OK
    3. Select fields and under address or appointment fields select modified
    4. select Apply View
    5. Sort by modified field
    6. All the items that were imported from the Blackberry should have the same modified date. Confirm that these are the correct items and delete them
    Enable Wireless Synchronization
    5. On the handheld Home screen, click the Address Book or calendar. In the Address Book, click the trackwheel and select Options.
    6. On the Address Book Options screen, next to Wireless Synchronization, select No.
    7. Click the trackwheel and select Change Option.
    8. Select Yes.
    Click the trackwheel and select Save.


    Title: Disabling Sent Items
    Description: The BlackBerry Enterprise Server version 4.0 redirects messages sent from the desktop email client to the handheld by default. This document identifies how to disable that option.
    Symptom: The BlackBerry Enterprise Server version 4.0 redirects messages sent from the desktop email client to the handheld by default.
    Solution: From Desktop Manager:

    1. Open desktop manager and double-click on Redirector Settings.
    2. Click the Advanced tab.
    3. In the Folder redirection section, click the Selected Folders option, followed by Choose Folders.
    4. Make sure there is no check mark in the box next to Sent Items. If there is, remove it.
    5. From the handheld:

    From the Home screen, click on Messages.

    1. Click the trackwheel and select Options.
    2. Select the Email Settings option.
    3. Click the trackwheel and select Folder Redirection.
    4. Highlight the mailbox. Click the trackwheel and select Expand.
    5. Scroll down to Sent Items. Make sure there is no check mark in the box next to it. If there is a check mark, click the trackwheel and select Change Option.
    6. Click the trackwheel and select Save.









    Title: Enabling Wireless Calendar
    Solution: From Desktop Manager:
    1. Double click on the Intellisync icon.
    2. In this screen there will be a Button that says Configure PIM- Click this.
    In the next screen that opens highlight the calendar then click the choose button.
    3. In the next screen select the Blackberry wireless Sync. Then click OK.
    4. Click OK on the handheld configuration screen.(brings you back to the Intellisync Screen)
    5. Near the top of that window there is a "synchronize now" button. Ensure there is a check in the Synchronize PIM box then hit the "synchronize now" button.When it does the synch it will ask you that it will have to remove all the entries for the calendar from your device, select ok/yes.
    6. Then it will tell you that it needs to disable the outlook calendar, select ok/yes. This is so that the calendar on your BB matches exactly what is in your outlook.
    7. After that is complete you be able to update your calendar while out of the office from your device and vice versa.


    Title: Signal Strength Indicator
    Description The signal strength indicator on the BlackBerry device can be displayed as either a bar graph or a RSSI number (dB).
    Symptom: Data can be effectively transferred with three bars of connectivity, unfortunately the fluctuations in the bar graph can be difficult to decipher as the user travels.

    For some users it may be advantageous to have them switch to a RSSI number and have them monitor performance. If delivery is delayed and the RSSI number is above 90 then the delivery issue is a likely result of carrier signal strength.




    Note during the conversion the lower the RSSI number the better the signal strength. -90 is the approximate cut-off for data delivery.

    Signal Bar Strength Indicators RSSI Indicators
    5 bars (optimal strength) -77 or higher
    4 bars -78 to 86
    3 bars -87 to -92
    2 bars -93 to -101
    1 bar -102 or lower




    Solution: To change the signal strength indicator on the BlackBerry device, the below procedures vary due to different devices:

    Press and hold the ALT key and type dbon. To switch back to the bar graph, press and hold the ALT key and type dboff.

    Or

    Press and hold the ALT key and type nnmll. To switch back to the bar graph, press and hold the ALT key and type nnmll.

    Or

    Press and hold the ALT key and type nmll. To switch back to the bar graph, press and hold the ALT key and type nmll.



    Title: Cannot Regenerate Encryption Key
    Description: While attempting to regenerate an encryption key with Wireless turned off, you receive a warning or a prompt to turn Wireless on. The handheld will sit at the Enterprise Activation screen, displaying Regenerating encryption keys....
    Solution: To continue the regeneration process, Wireless will have to be turned on. To do so, complete the following steps:

    1. From the Enterprise Activation screen, hold the Alt key down and press the Escape key repeatedly until Home Screen is highlighted.
    2. Release the Alt key.
    3. From the Home Screen, click Turn Wireless On.
    4. Wait until the receiving data and transmitting data indicators stop.
    5. Key regeneration is now complete.
    Root Cause: Wireless must be turned on in order to regenerate an encryption key.
    07-11-08 03:55 PM
  4. dleugers's Avatar
    Description: Why are old messages disappearing from my handheld even though Im not deleting them?
    Symptom: Messages are disappearing from the handheld device even though they are not being deleted from Outlook.
    Solution: Change the number of days your handheld will keep messages on the messages list:
    1. In message options, click General Options.
    2. Set the Keep Messages field.

    And/or

    Verify there is ample storage space on the handheld and that messages are not being overwritten by new messages.
    Root Cause: Messages sent to your handheld that are older than the number of days that you specify in the Keep Messages field are removed from your handheld

    And/or

    Old messages are being over-written by incoming messages due to limited space on the device.

    Title: Cannot compose email
    Description: I cannot compose, reply to or forward a message from my handheld.
    Symptom: While trying to compose, reply to, or forward a message from your handheld, or when you try to select an address in your address book, you receive the following error:

    No message services is configured. You can only save as a draft.
    Solution: Delete the service book (if present) and re-generate the encryption key manually.

    From the Home screen on the handheld, go to Options. Scroll down to Service Book and click the trackwheel.
    Select the Desktop (CMIME) service book (if present). Click the trackwheel and select Delete.
    Open desktop manager on your personal computer. Connect the handheld to the computer using a USB cable or COM port.
    Double-click Redirector Settings. Click the Security tab.
    Select the Generate keys manually option. Click Generate.
    Move your mouse to generate a new encryption key. When the key is finished generating, click Apply and then OK. You should now be able to compose messages and select addresses on your handheld.
    Root Cause: The Desktop service book on the handheld is either corrupted, out of date, or not present.





    Title: Duplicate Meetings
    Description: User has duplicate appointments in Outlook when Wireless Calendar Synchronization is enabled
    Symptom: Duplicate appointments in Outlook occur when wireless calendar synchronization is enabled.
    Solution: Clear the Process requests and responses on arrival option.

    Outlook 2000 or Outlook XP: Tools > Options > Preferences > Email Options > Tracking Options and clear Process requests and responses on arrival.

    For Outlook 98: Tools > Options > Preferences > Email Options > Advanced Email Options and clear Process requests and responses on arrival.


    1. From the BlackBerry Desktop Manager, go to Intellisync > Configure PIM.
    2. Highlight Calendar and click Choose.
    3. Select MS Outlook from the Available Translators list and click OK to save your settings.
    4. Select Synchronize PIM and click Synchronize now within the Intellisync window.
    5. Change the translator from MS Outlook to BlackBerry Wireless Sync.
    6. Synchronize again by returning to the Intellisync window and selecting Synchronize PIM. Click Synchronize now.

    Note:

    By clearing the Process requests and responses on arrival meeting requests will need to be opened or deleted before they are added to the calendar.
    Root Cause: The Outlook Calendar, which updates based on message requests and responses, might conflict with the BlackBerry Enterprise Server, as they both attempt to process the item.






















    Title: Encryption Key
    Description: Why do I get the error - Decryption Failure: Please connect the handheld to your PC.
    Applies to: BlackBerry
    Symptom: User may get a Decryption failure: Please connect the handheld to your PC.
    Solution: Have the user generate a new encryption key from their BlackBerry Desktop Software:

    Connect the BlackBerry device to the cradle or the Universal Serial Bus (USB) cable.
    Go to BlackBerry Desktop Manager > Redirector Settings. The Redirector Settings window appears.
    Click the Security tab and select Generate keys manually.
    Click Generate and move the mouse around.
    Click Apply to change the Status from Pendingupdate to Up to date and then click OK.

    Generate a new encryption key from the BES console.

    Have user connect BlackBerry device to the cradle or the Universal Serial Bus (USB) cable.
    Highlight user in BES and select properties.
    Click the Security tab and select Generate keys manually and click Generate.
    Click Apply
    User will be required to move the mouse around.
    Refresh Status change the Status from Pendingupdate to Up to date and then click OK.
    Root Cause: The handheld does not have the updated encryption key.


    Title: Large Tasks are truncated
    Description: A Task on the BlackBerry device can only contain 4095 characters.
    Symptom: When you synchronize the Tasks, any Task containing more than 4095 characters in the desktop email client is truncated on the device. However, when you synchronize again, tasks are not truncated in the desktop email client unless you have edited the task on the device before you synchronize
    Solution: This is by design. Users with large tasks are not recommended to update tasks on the handheld as it will overwrite what is on the outlook with the truncated version










    Title: Message Overwritten
    Description: Why are old messages disappearing from my handheld even though Im not deleting them?
    Symptom: Messages are disappearing from the handheld device even though they are not being deleted from Outlook.
    Solution: Verify there is ample storage space on the handheld and that messages are not being overwritten by new messages.

    Title: Reconciliation
    Description: Why arent emails deleted from my Outlook being deleted on my handheld device.
    Symptom: When an email is deleted from the BlackBerry Wireless Handheld, the email is not deleted from the Inbox in Microsoft Outlook (on your personal computer) following email reconciliation, or vice versa.
    Solution: If you permanently delete an email in your Outlook Inbox, you must manually delete it from your handheld.

    Ensure that Outlook is not configured to empty your Deleted Items folder each time you close Outlook.

    1. In Outlook, from the Tools menu, select Options.
    2. Click the Other tab.
    3. Ensure that the check box beside Empty the Deleted Items folder upon exiting is clear (not selected), then click OK.

    Note:

    Email Reconciliation does not occur in real-time. By default it occurs on regularly scheduled intervals of approximately 5-15 minutes depending on network congestion.
    Root Cause: When you permanently delete an email from your Outlook Inbox, it will not be deleted from the handheld during email reconciliation. An email can be permanently deleted by performing a Shift-delete or by setting a rule for permanent deletion. Rules that move messages to PST files or OST files may have similar issues.

    And/Or

    Outlook is configured to automatically empty the Deleted Items folder; thus permanently deleting any email that you deleted from your Inbox.












    Title: Roaming
    Description: Why do I sometimes loose the ability to send or receive messages while Im traveling?
    Symptom: A user notices during traveling they are no longer able to send/receive messages or browse the Internet from their BB device. The device indicates ample signal strength and phone calls can be also made from it.
    Solution: Attempt to connect to a wireless network which is supported by the home network.

    Change the wireless network selected on the BlackBerry Wireless Handheld:
    1. On the handheld, go to Options > Network.
    2. Click on the trackwheel and select Scan for Networks.
    3. Under Available Networks, highlight the network the handheld is activated on.
    4. Click the trackwheel and click Select Network.
    5. Click the trackwheel and click Register Now.

    Manually select a wireless network provider:
    1. On the handheld, go to Options > Network.
    2. Click Scan Mode and click Change Option.
    3. Click Manual.
    4. Click the trackwheel and click Scan for Networks or Select Active Network.
    5. Under Available Networks, highlight the wireless network the handheld is activated on.
    6. Click the trackwheel and click Select Network.
    7. Click the trackwheel and click Register Now.
    Root Cause: The device may be roaming into a wireless network which is not part of the home network. The local network may not have a data roaming agreement with the service provider assigned to the device.

    Title: Security Timeout
    Description: Can I change the settings on my handheld so I do not need to enter a password every 2 minutes?
    Symptom: Users device locks after 2 minutes, requesting user to enter password.
    Solution: To change the Security Timeout setting on the device:
    1. Scroll to Options icon located on the Blackberrys main menu screen, and click the track wheel.
    2. Scroll to highlight Security and click the track wheel.
    3. User will be presented with security information for your device.
    4. Scroll to Security Timeout and click the track wheel.
    5. Select Change Option and click the wheel.
    6. Scroll to select 1 Hour and click the track wheel.
    7. Click the track wheel and select SAVE.
    Root Cause: The company policy is for the default timeout to be 1 hour. However the device default is 2 minutes and since this is more restrictive, it does not automatically change to the company policy setting.







    Title: Send
    Description: Why do messages sometimes display an X when I send from my handheld?
    Symptom: A message sent from the BlackBerry Wireless HandheldTM displays an X beside it. The Message Status displays the following error:

    Desktop couldn't find original message: if forwarding or replying please resend the message.
    Solution: If the original message has been permanently deleted by using the shift-delete option or a rule, it cannot be forwarded or sent as a reply. This is by design.

    If an Outlook rule has automatically filed the message to a personal folder (.pst) or an offline folder (.ost) it cannot be forwarded or sent as a reply. There is no work around besides removing the rules.
    Root Cause: The original message has been permanently deleted from the Inbox or
    an Outlook rule may have filed the message in a personal folder (.pst) or an offline folder (.ost).


    Title: SMS
    Description: Why am I not able to use SMS on my device?
    Symptom: Cannot send SMS messages.
    Solution: "SMS is not an approved means of communication and can only be used by the BCP 300 technologists when a BCP event is declared. To be clear, even if you are in the BCP 300, you ARE NOT TO USE SMS OR PIN-PIN unless a BCP event or test has been declared. In the future, this approval process will be handled through the E-communications task force. When that process changes, I will communicate the change to the support teams."
    Root Cause: This is by design. SMS is not enabled within the ML environment. The BCP Policy has this feature enabled, but use is prohibited unless a BCP event is declared.


    Title: Duplicate Contacts
    Solution: Move the subfolders
    In Outlook, move any subfolders from the Contacts folder to the Mailbox folder or the Inbox folder.



    1. Right-click on the subfolder and select Move <Folder Name>.
    2. In the Move Folder window, select the folder to which you want to move the subfolder (either Mailbox <Username> or Inbox).
    Disable Wireless Synchronization
    1. On the handheld Home screen, click the Address Book.
    2. In the Address Book, click the trackwheel and select Options.
    3. On the Address Book Options screen, next to Wireless Synchronization, select Yes.
    4. Click the trackwheel and select Change Option.
    5. Select No.
    6. Click the trackwheel and select Save.
    Clear the address book database from the handheld
    8. Connect the handheld to the personal computer and open Desktop Manager.
    9. In Desktop Manager, double-click Backup and Restore.
    10. In the Backup and Restore window, click Advanced. The handheld application databases appear in the right pane.
    11. From the right pane, select the address book database.
    12. Click the arrow to transfer the database to the left pane. This also saves a back-up copy of the database on the personal computer.
    13. When a copy of the database appears in the left pane, select the address book database on the right side, and click Clear.
    14. Click Close and select Yes when prompted to save the back-up database file to the computer.
    Enable Wireless Synchronization
    9. On the handheld Home screen, click the Address Book. In the Address Book, click the trackwheel and select Options.
    10. On the Address Book Options screen, next to Wireless Synchronization, select No.
    11. Click the trackwheel and select Change Option.
    12. Select Yes.
    Click the trackwheel and select Save
    Root Cause: When you synchronize wirelessly, all the contacts in the Contacts folder and its subfolders in Outlook appear in one folder on the handheld. Therefore, if a contact is found in more than one subfolder in Outlook, it is duplicated on the handheld.



    Title: NOT GETTING ALL MESSAGES TO THE BLACKBERRY
    Solution: 1. If a message is automatically moved to a PST file it will never go to the device.
    2. If a message is deleted while the device was turned off or out of coverage, it will never go to the device.
    3. Ensure that under the filters page the WHEN NONE OF THE ABOVE RULES APPLY setting is set to forward messages to the handheld. Because if it is set to the other one no messages sent to a DL will go to the device as they are not addressed to the user. And if they have both of the Default filters unchecked and the bottom is the other one nothing will go. They may have other filters set up.
    07-11-08 03:55 PM
  5. WJRobbins's Avatar
    Very detailed info dleugers. Is this a list you've compiled or did it come from somewhere else?
    07-12-08 09:19 AM
  6. wasiemali's Avatar
    I need to know how do i change my service book entries so that i am able to use my browser. so please do let me know.
    from
    wasim
    10-01-08 12:33 PM
  7. exelant's Avatar
    WoW, Gotta hand it to you, quite a lot of work. I'm sure it will help a lot of CB members.

    Posted from my CrackBerry at wapforums.crackberry.com
    10-08-08 08:53 AM
  8. Iz's Avatar
    Wow, this is great! Thank you! Guess I have to be more productive now.
    01-20-09 12:52 PM
  9. peasemore's Avatar
    Lower down on this thread the issue is covered:
    Title: NOT GETTING ALL MESSAGES TO THE BLACKBERRYSolution: 1. If a message is automatically moved to a PST file it will never go to the device.

    Is the only way I fix this by removing filter applied in MS Outlook to this sender ie goes to his own pst folder, not Inbox.
    I assumed it would still pass by the Inbox on way & be picked up; perhaps not.

    Is there a fix?
    01-07-10 09:41 AM
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