Top 10 Blackberry Troubleshooting Tips
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Top 10 BlackBerry Troubleshooting Tips
1 of 5
Top 10 BlackBerry Troubleshooting Tips Last Updated: May 2005
Introduction The most commonly encountered problems can be resolved with one of the techniques described, below. Try one or more of these before calling BlackBerry® technical support. As of 1 February 2003, customers who purchased a BlackBerry Wireless Handheld™ from Research In Motion® will be charged a fee to receive technical support. To avoid unnecessary support charges, try these troubleshooting steps before you contact BlackBerry technical support.
Troubleshooting Tips 1.
Check the signal strength Checking the signal strength of your handheld will verify whether or not your handheld has a strong enough signal to send and receive wireless information. 1.
Turn on your handheld.
2.
Click the Options icon. The Options screen appears.
3.
Click Status. The Status screen appears.
4.
In the Signal field, verify the value is less than 100dBm. A weak signal shows a number higher than 100dBm, such as 111dBm.
Note: For BlackBerry handhelds based on Java™, verify GPRS, 1X or NXTL network status indicators appear in the status section of the screen. 2.
Reset your handheld Reset your handheld by completing one of the following steps: • •
Press the Alt key + the Shift key + the Backspace key simultaneously Insert a paper clip into the reset hole, located beneath the battery cover, to perform a hard reset. On some handhelds the reset hole is located the back of the handheld.
www.blackberry.com
Top 10 BlackBerry Troubleshooting Tips 3.
2 of 5
Check Network Settings Checking the network settings on your handheld will verify that your handheld is properly configured to send and receive information on the wireless network.
For handhelds based on Java: 1.
On your handheld, click the Options icon. The Options screen appears.
2.
Click Network. The Network screen appears.
3.
Click Scan for Networks and verify the handheld is running on the correct network.
For handhelds based on C++: 1.
On your handheld, click the Options icon. The Options screen appears.
2.
Click Network Settings. The Network Settings screen appears.
3.
In the Radio field, verify the value is set to On.
4.
Verify the correct country is displayed for Roaming.
5.
Verify the Status is active.
6.
Click the track wheel. A menu appears.
7.
Click Register Now and verify the handheld registration request has been sent.
Contact your service provider if you are unable to register the handheld, unable to connect to the correct network, or do not have the correct options displayed in Roaming or Status fields. 4.
Confirm the handheld-to-computer connection Confirm that the handheld connects properly to the desktop computer.
5.
1.
Confirm the handheld is properly connected to the computer.
2.
Close and re-open the BlackBerry Desktop Manager software on your computer.
3.
Verify the handheld is detected.
Synchronize your handheld and desktop applications Synchronizing your handheld with your desktop applications will verify that the information is up to date in each location. 1.
Connect the handheld to the desktop.
2.
Open Desktop Manager and double-click the Intellisync icon. The Intellisync window appears.
3.
Click Configure PIM. The Handheld Configuration window appears.
4.
Select the application check boxes you want to synchronize.
5.
Click OK. The Intellisync window appears.
6.
Verify the Synchronize PIM option is selected.
7.
Click Synchronize Now.
www.blackberry.com
Top 10 BlackBerry Troubleshooting Tips 6.
3 of 5
Send a test email message to your handheld Send a test email message from your desktop email account (on your personal computer) to your handheld. If you receive the message in your handheld Inbox, this verifies your mail server is able to process internal messaging.
7.
Send an email message and peer-to-peer message from your handheld Confirm that you can send messages from your handheld to your desktop email account, or to other handheld users:
8.
1.
Send a test email message from your handheld to your desktop email account.
2.
Verify the email arrives in your Inbox and on your handheld.
3.
Send a peer-to-peer message to another handheld or to your handheld to verify it is sent and received successfully.
Verify messages are being redirected to your handheld Verify that messages are being redirected to your handheld, based on your email redirection method: • • •
9.
BlackBerry Enterprise Server: Check with your BlackBerry Server administrator to verify the server is online and operating as expected. BlackBerry Desktop Redirector: Confirm the BlackBerry Desktop Redirector software is running on the computer and it displays a status of Running. BlackBerry Internet Service: Contact your service provider to verify the account is provisioned correctly.
Run the Application Loader Running the application loader will help you verify that your applications are loaded correctly. Warning: Back up your handheld data with the Backup and Restore utility before you complete the following steps. 1.
Connect the handheld to the desktop.
2.
Open Desktop Manager and double-click the Application Loader icon.
3.
Click Next.
4.
Follow the on-screen instructions.
10. Search the Technical Knowledge Center To search the Technical Knowledge Center for specific issues and troubleshooting tips, refer to http://www.blackberry.com/knowledgecenter
www.blackberry.com
Top 10 BlackBerry Troubleshooting Tips
Conclusion If you are still experiencing issues after troubleshooting, view the available options for BlackBerry technical support at http://www.blackberry.com/support/options/getting.shtml. If you are a TSupport subscriber, visit http://www.blackberry.com/support/tsupport/ index.shtml. If you know that you require Incident-Based Support, visit http://www.blackberry.com/support/options/index.shtml - ibs.
www.blackberry.com
4 of 5
Top 10 BlackBerry Troubleshooting Tips
5 of 5
Part number: TAE-00081-003 © 2005 Research In Motion Limited. All Rights Reserved. The BlackBerry and RIM families of related marks, images and symbols are the exclusive properties and trademarks of Research In Motion Limited. RIM, Research In Motion, “Always On, Always Connected”, the “envelope in motion” symbol and BlackBerry are registered with the U.S. Patent and Trademark Office and may be pending or registered in other countries. All other brands, product names, company names, trademarks, and service marks are the properties of their respective owners. The BlackBerry handheld and/or associated software are protected by copyright, international treaties, and various patents, including one or more of the following U.S. patents: 6,278,442; 6,271,605; 6,219,694; 6,075,470; 6,073,318; D445,428; D433,460; D416,256. Other patents are registered or pending in various countries around the world. Visit www.rim.com/patents.shtml for a current listing of applicable patents. This document is provided “as is” and Research In Motion Limited (“RIM”) and its affiliated companies assumes no responsibility for any typographical, technical, or other inaccuracies in this document. RIM reserves the right to periodically change information that is contained in this document; however, RIM makes no commitment to provide any such changes, updates, enhancements, or other additions to this document to you in a timely manner or at all. RIM MAKES NO REPRESENTATIONS, WARRANTIES, CONDITIONS, OR COVENANTS, EITHER EXPRESS OR IMPLIED (INCLUDING, WITHOUT LIMITATION, ANY EXPRESS OR IMPLIED WARRANTIES OR CONDITIONS OF FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, MERCHANTABILITY, DURABILITY, TITLE, OR RELATED TO THE PERFORMANCE OR NON-PERFORMANCE OF ANY SOFTWARE REFERENCED HEREIN, OR PERFORMANCE OF ANY SERVICES REFERENCED HEREIN). IN CONNECTION WITH YOUR USE OF THIS DOCUMENTATION, NEITHER RIM NOR ITS AFFILIATED COMPANIES AND THEIR RESPECTIVE DIRECTORS, OFFICERS, EMPLOYEES, OR CONSULTANTS SHALL BE LIABLE TO YOU FOR ANY DAMAGES WHATSOEVER BE THEY DIRECT, ECONOMIC, COMMERCIAL, SPECIAL, CONSEQUENTIAL, INCIDENTAL, EXEMPLARY, OR INDIRECT DAMAGES, EVEN IF RIM HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES, INCLUDING, WITHOUT LIMITATION, LOSS OF BUSINESS REVENUE OR EARNINGS, LOST DATA, DAMAGES CAUSED BY DELAYS, LOST PROFITS, OR A FAILURE TO REALIZE EXPECTED SAVINGS. This document might contain references to third party sources of information, hardware or software, products or services and/or third party web sites (collectively the “Third-Party Information”). RIM does not control, and is not responsible for, any Third-Party Information, including, without limitation the content, accuracy, copyright compliance, compatibility, performance, trustworthiness, legality, decency, links, or any other aspect of ThirdParty Information. The inclusion of Third-Party Information in this document does not imply endorsement by RIM of the Third Party Information or the third party in any way. Installation and use of Third Party Information with RIM's products and services may require one or more patent, trademark or copyright licenses in order to avoid infringement of the intellectual property rights of others. Any dealings with Third Party Information, including, without limitation, compliance with applicable licenses and terms and conditions, are solely between you and the third party. You are solely responsible for determining whether such third party licenses are required and are responsible for acquiring any such licenses relating to Third Party Information. To the extent that such intellectual property licenses may be required, RIM expressly recommends that you do not install or use Third Party Information until all such applicable licenses have been acquired by you or on your behalf. Your use of Third Party Information shall be governed by and subject to you agreeing to the terms of the Third Party Information licenses. Any Third Party Information that is provided with RIM's products and services is provided "as is". RIM makes no representation, warranty or guarantee whatsoever in relation to the Third Party Information and RIM assumes no liability whatsoever in relation to the Third Party Information even if RIM has been advised of the possibility of such damages or can anticipate such damages.
www.blackberry.com
1 of 5
Top 10 BlackBerry Troubleshooting Tips Last Updated: May 2005
Introduction The most commonly encountered problems can be resolved with one of the techniques described, below. Try one or more of these before calling BlackBerry® technical support. As of 1 February 2003, customers who purchased a BlackBerry Wireless Handheld™ from Research In Motion® will be charged a fee to receive technical support. To avoid unnecessary support charges, try these troubleshooting steps before you contact BlackBerry technical support.
Troubleshooting Tips 1.
Check the signal strength Checking the signal strength of your handheld will verify whether or not your handheld has a strong enough signal to send and receive wireless information. 1.
Turn on your handheld.
2.
Click the Options icon. The Options screen appears.
3.
Click Status. The Status screen appears.
4.
In the Signal field, verify the value is less than 100dBm. A weak signal shows a number higher than 100dBm, such as 111dBm.
Note: For BlackBerry handhelds based on Java™, verify GPRS, 1X or NXTL network status indicators appear in the status section of the screen. 2.
Reset your handheld Reset your handheld by completing one of the following steps: • •
Press the Alt key + the Shift key + the Backspace key simultaneously Insert a paper clip into the reset hole, located beneath the battery cover, to perform a hard reset. On some handhelds the reset hole is located the back of the handheld.
www.blackberry.com
Top 10 BlackBerry Troubleshooting Tips 3.
2 of 5
Check Network Settings Checking the network settings on your handheld will verify that your handheld is properly configured to send and receive information on the wireless network.
For handhelds based on Java: 1.
On your handheld, click the Options icon. The Options screen appears.
2.
Click Network. The Network screen appears.
3.
Click Scan for Networks and verify the handheld is running on the correct network.
For handhelds based on C++: 1.
On your handheld, click the Options icon. The Options screen appears.
2.
Click Network Settings. The Network Settings screen appears.
3.
In the Radio field, verify the value is set to On.
4.
Verify the correct country is displayed for Roaming.
5.
Verify the Status is active.
6.
Click the track wheel. A menu appears.
7.
Click Register Now and verify the handheld registration request has been sent.
Contact your service provider if you are unable to register the handheld, unable to connect to the correct network, or do not have the correct options displayed in Roaming or Status fields. 4.
Confirm the handheld-to-computer connection Confirm that the handheld connects properly to the desktop computer.
5.
1.
Confirm the handheld is properly connected to the computer.
2.
Close and re-open the BlackBerry Desktop Manager software on your computer.
3.
Verify the handheld is detected.
Synchronize your handheld and desktop applications Synchronizing your handheld with your desktop applications will verify that the information is up to date in each location. 1.
Connect the handheld to the desktop.
2.
Open Desktop Manager and double-click the Intellisync icon. The Intellisync window appears.
3.
Click Configure PIM. The Handheld Configuration window appears.
4.
Select the application check boxes you want to synchronize.
5.
Click OK. The Intellisync window appears.
6.
Verify the Synchronize PIM option is selected.
7.
Click Synchronize Now.
www.blackberry.com
Top 10 BlackBerry Troubleshooting Tips 6.
3 of 5
Send a test email message to your handheld Send a test email message from your desktop email account (on your personal computer) to your handheld. If you receive the message in your handheld Inbox, this verifies your mail server is able to process internal messaging.
7.
Send an email message and peer-to-peer message from your handheld Confirm that you can send messages from your handheld to your desktop email account, or to other handheld users:
8.
1.
Send a test email message from your handheld to your desktop email account.
2.
Verify the email arrives in your Inbox and on your handheld.
3.
Send a peer-to-peer message to another handheld or to your handheld to verify it is sent and received successfully.
Verify messages are being redirected to your handheld Verify that messages are being redirected to your handheld, based on your email redirection method: • • •
9.
BlackBerry Enterprise Server: Check with your BlackBerry Server administrator to verify the server is online and operating as expected. BlackBerry Desktop Redirector: Confirm the BlackBerry Desktop Redirector software is running on the computer and it displays a status of Running. BlackBerry Internet Service: Contact your service provider to verify the account is provisioned correctly.
Run the Application Loader Running the application loader will help you verify that your applications are loaded correctly. Warning: Back up your handheld data with the Backup and Restore utility before you complete the following steps. 1.
Connect the handheld to the desktop.
2.
Open Desktop Manager and double-click the Application Loader icon.
3.
Click Next.
4.
Follow the on-screen instructions.
10. Search the Technical Knowledge Center To search the Technical Knowledge Center for specific issues and troubleshooting tips, refer to http://www.blackberry.com/knowledgecenter
www.blackberry.com
Top 10 BlackBerry Troubleshooting Tips
Conclusion If you are still experiencing issues after troubleshooting, view the available options for BlackBerry technical support at http://www.blackberry.com/support/options/getting.shtml. If you are a TSupport subscriber, visit http://www.blackberry.com/support/tsupport/ index.shtml. If you know that you require Incident-Based Support, visit http://www.blackberry.com/support/options/index.shtml - ibs.
www.blackberry.com
4 of 5
Top 10 BlackBerry Troubleshooting Tips
5 of 5
Part number: TAE-00081-003 © 2005 Research In Motion Limited. All Rights Reserved. The BlackBerry and RIM families of related marks, images and symbols are the exclusive properties and trademarks of Research In Motion Limited. RIM, Research In Motion, “Always On, Always Connected”, the “envelope in motion” symbol and BlackBerry are registered with the U.S. Patent and Trademark Office and may be pending or registered in other countries. All other brands, product names, company names, trademarks, and service marks are the properties of their respective owners. The BlackBerry handheld and/or associated software are protected by copyright, international treaties, and various patents, including one or more of the following U.S. patents: 6,278,442; 6,271,605; 6,219,694; 6,075,470; 6,073,318; D445,428; D433,460; D416,256. Other patents are registered or pending in various countries around the world. Visit www.rim.com/patents.shtml for a current listing of applicable patents. This document is provided “as is” and Research In Motion Limited (“RIM”) and its affiliated companies assumes no responsibility for any typographical, technical, or other inaccuracies in this document. RIM reserves the right to periodically change information that is contained in this document; however, RIM makes no commitment to provide any such changes, updates, enhancements, or other additions to this document to you in a timely manner or at all. RIM MAKES NO REPRESENTATIONS, WARRANTIES, CONDITIONS, OR COVENANTS, EITHER EXPRESS OR IMPLIED (INCLUDING, WITHOUT LIMITATION, ANY EXPRESS OR IMPLIED WARRANTIES OR CONDITIONS OF FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, MERCHANTABILITY, DURABILITY, TITLE, OR RELATED TO THE PERFORMANCE OR NON-PERFORMANCE OF ANY SOFTWARE REFERENCED HEREIN, OR PERFORMANCE OF ANY SERVICES REFERENCED HEREIN). IN CONNECTION WITH YOUR USE OF THIS DOCUMENTATION, NEITHER RIM NOR ITS AFFILIATED COMPANIES AND THEIR RESPECTIVE DIRECTORS, OFFICERS, EMPLOYEES, OR CONSULTANTS SHALL BE LIABLE TO YOU FOR ANY DAMAGES WHATSOEVER BE THEY DIRECT, ECONOMIC, COMMERCIAL, SPECIAL, CONSEQUENTIAL, INCIDENTAL, EXEMPLARY, OR INDIRECT DAMAGES, EVEN IF RIM HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES, INCLUDING, WITHOUT LIMITATION, LOSS OF BUSINESS REVENUE OR EARNINGS, LOST DATA, DAMAGES CAUSED BY DELAYS, LOST PROFITS, OR A FAILURE TO REALIZE EXPECTED SAVINGS. This document might contain references to third party sources of information, hardware or software, products or services and/or third party web sites (collectively the “Third-Party Information”). RIM does not control, and is not responsible for, any Third-Party Information, including, without limitation the content, accuracy, copyright compliance, compatibility, performance, trustworthiness, legality, decency, links, or any other aspect of ThirdParty Information. The inclusion of Third-Party Information in this document does not imply endorsement by RIM of the Third Party Information or the third party in any way. Installation and use of Third Party Information with RIM's products and services may require one or more patent, trademark or copyright licenses in order to avoid infringement of the intellectual property rights of others. Any dealings with Third Party Information, including, without limitation, compliance with applicable licenses and terms and conditions, are solely between you and the third party. You are solely responsible for determining whether such third party licenses are required and are responsible for acquiring any such licenses relating to Third Party Information. To the extent that such intellectual property licenses may be required, RIM expressly recommends that you do not install or use Third Party Information until all such applicable licenses have been acquired by you or on your behalf. Your use of Third Party Information shall be governed by and subject to you agreeing to the terms of the Third Party Information licenses. Any Third Party Information that is provided with RIM's products and services is provided "as is". RIM makes no representation, warranty or guarantee whatsoever in relation to the Third Party Information and RIM assumes no liability whatsoever in relation to the Third Party Information even if RIM has been advised of the possibility of such damages or can anticipate such damages.
www.blackberry.com
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