Top 10 BlackBerry Troubleshooting Tips
Contents
1. BLACKBERRY Top 10 BlackBerry Troubleshooting Tips Top 10 BlackBerry Troubleshooting Tips Originally posted July 2003 Introduction As of 01 February 2003 customers who purchase BlackBerry Wireless Handhelds through RIM pay for technical support To avoid unnecessary support charges perform the following troubleshooting before contacting BlackBerry technical support Troubleshooting tips 1 Check the signal strength 1 On the handheld Home screen click the Options icon The Options screen appears 2 Click Status The Status screen appears 3 In the Signal field verify that the value is a number higher than 100dBm for example 95dBm 4 Verify that you are in an area of good wireless network coverage Tip For BlackBerry Wireless Handhelds verify that GPRS 1X or NXTL appear in the handheld status section of the screen 2 Reset your handheld 1 Select one of the following options On the handheld press the Alt key the Shift key the Backspace key simultaneously Insert a paper clip into the reset hole on the back of the handheld 3 Check the network settings 1 On the handheld Home screen click the Options icon The Options screen appears Click Network or Network Settings The Network Settings screen appears In the Radio field verify that the value is set to On Verify that the correct country is displayed for Roaming Verify that the Status is active Click the trackwheel A m2. Conclusion If you still experience issues after attempting these troubleshooting tips refer to the available technical support options at http www blackberry com support options index shtml If you are a TSupport subscriber refer to http www blackberry com support tsupport index shtml If you know that you require Incident Based Support refer to http www blackberry com support options ibs shtml Before you call BlackBerry Technical Support refer to http www blackberry com support gettingsupport index shtml Part number TAE 0008 1 002 2003 Research In Motion Limited All rights reserved The BlackBerry and RIM families of related marks images and symbols are the exclusive properties of Research In Motion Limited RIM Research In Motion Always On Always Connected the envelope in motion symbol and the BlackBerry logo 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 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 D 445 428 D 433 460 D 416 256 Other patents are registered or pending in various countries around the world Please visit www rim net patents shtml for a cur
3. enu appears DS Pan ee Select one of the following options Ifyou have a RIM handheld click Register Now and verify that the handheld registers successfully Ifyou have a BlackBerry handheld click Scan for Networks and verify that the handheld is running on the correct network 2003 Research In Motion Limited www blackberry com Page 1 of 3 BLACKBERRY Top 10 BlackBerry Troubleshooting Tips 4 Confirm the handheld to computer connection 1 Confirm that your handheld is connected to your computer properly Close and reopen the BlackBerry Desktop Manager software Verify that the computer detects the handheld eS Verify that you can create an encryption key using the desktop software 5 Run the Application Loader WARNING Back up your handheld using the Backup and Restore tool before you complete these steps 1 Connect your handheld to your computer In the desktop manager double click the Application Loader icon The Application Loader appears Click Next owt Follow the on screen instructions 6 Synchronize your handheld and desktop applications 1 Connect your handheld to your computer In the desktop manager double click the Intellisync icon The Intellisync window appears Click Configure PIM The Handheld Configuration window appears Select the check boxes beside the applications that you want to synchronize Click OK The Intellisync window appears Verify that the Synchronize PIM chec
4. k box is selected i ia Click Synchronize Now 7 Send a test email message from your desktop email program 1 Send a test message from your desktop email program to your handheld to verify that your corporate email server is functioning properly 8 Send a test email and or PIN message from your handheld 1 Send a test email message from your handheld to your desktop email account 2 Verify that the email arrives in your desktop email program and on your handheld 3 Send a test PIN message to another BlackBerry handheld and verify that it is sent and received successfully 2003 Research In Motion Limited www blackberry com Page 2 of 3 ST BLACKBERRY Top 10 BlackBerry Troubleshooting Tips 9 Verify that your email is being redirected to your handheld properly 1 Select one of the following options based on the method in which your email is redirected to your handheld BlackBerry Enterprise Server Check with your BlackBerry Enterprise Server administrator to verify that your server is online and is operating as expected BlackBerry Desktop Redirector Confirm that the BlackBerry Desktop Redirector software is running on your computer and that it displays a status of Running BlackBerry Web Client Contact your service provider to verify that your account is provisioned 10 Search the Technical Knowledge Center Refer to http www blackberry com knowledgecenter for more troubleshooting information
5. rent listing of applicable patents RESEARCH IN MOTION LIMITED RIM ON BEHALF OF ITSELF AND ITS AFFILIATES MAKES NO REPRESENTATIONS ABOUT THE SUITABILITY OF THE INFORMATION OR GRAPHICS CONTAINED IN THIS ADVISORY FOR ANY PURPOSE THE CONTENT CONTAINED IN THIS DOCUMENT INCLUDING RELATED GRAPHICS ARE PROVIDED AS IS WITHOUT WARRANTY OF ANY KIND RIM HEREBY DISCLAIMS ALL WARRANTIES AND CONDITIONS WITH REGARD TO THIS INFORMATION INCLUDING ALL IMPLIED WARRANTIES AND CONDITIONS OF MERCHANTABILITY FITNESS FOR A PARTICULAR PURPOSE TITLE AND NON INFRINGEMENT IN NO EVENT SHALL RIM BE LIABLE FOR ANY SPECIAL INDIRECT OR CONSEQUENTIAL DAMAGES OR ANY DAMAGES WHATSOEVER RESULTING FROM LOSS OF USE DATA OR PROFITS WHETHER IN AN ACTION OF CONTRACT NEGLIGENCE OR OTHER TORTIOUS ACTION ARISING OUT OF OR IN CONNECTION WITH THE USE OR PERFORMANCE OF INFORMATION CONTAINED HEREIN THIS DOCUMENT INCLUDING ANY GRAPHICS CONTAINED WITHIN THE DOCUMENT MAY CONTAIN TECHNICAL INACCURACIES OR TYPOGRAPHICAL ERRORS UPDATES ARE PERIODICALLY MADE TO THE INFORMATION HEREIN AND RIM MAY MAKE IMPROVEMENTS AND OR CHANGES IN THE PRODUCT S AND OR THE PROGRAM S DESCRIBED HEREIN AT ANY TIME WITHOUT NOTICE 2003 Research In Motion Limited www blackberry com Page 3 of 3
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