Email Problems - Sending and Receiving Pin and Version KB05026  KB05026 How to locate the PIN, IMEI number, ESN, or MEID number on the BlackBerry smartphone
1. Create a new message
2. Type: Mypin or Myver
3. Click on space
For BlackBerry devices running BlackBerry 10
From the Home screen, click Settings
Click About
Click on Category/General and choose Hardware
For BlackBerry smartphones running BlackBerry 6 to BlackBerry 7
On the BlackBerry smartphone Home screen, click Options
Click Device
Click Device and Status Information
For BlackBerry smartphones running BlackBerry Device Software 5.0 and earlier
On the BlackBerry smartphone Home screen, click Options
Click Status | x |
- Network Diagnostic Test KB31560
KB31560 How to perform a Network Diagnostic Test
The BlackBerry® network diagnostic test located within the BlackBerry® smartphone can be used to retrieve diagnostic data. The BlackBerry device diagnostic tool tests connection points in the BlackBerry® Infrastructure and BlackBerry® Domain. If a BlackBerry smartphone experiences connectivity issues, the network diagnostic test can help to show failure points.
Diagnostic data indicates the signal strength of the BlackBerry smartphone and if the BlackBerry smartphone can perform the following actions:
Connect to the wireless network
Register with the BlackBerry Infrastructure
Connect to the BlackBerry Infrastructure
Send a PIN message to the BlackBerry Infrastructure
To perform a Network Diagnostic Test
For BlackBerry smartphones running BlackBerry® Device Software 4.5 to 5.0:
From the home screen select Options > Mobile Network > BlackBerry menu key > Diagnostic Test > Menu key > Run
For BlackBerry smartphones running BlackBerry® 6 to BlackBerry® 7.1:
Options > Network and Connections > Mobile Network > BlackBerry menu key > Diagnostic Test > Menu key > Run
Note: The report can be sent via email or pin. To select the default recipient of the report, within the Diagnostic Test press the Menu key > Options > either enter an email address or PIN number
Radio Data Activation: Yes
Signal Level: -40dbm
Radio Access: (Edge, LTE, 3G)
BlackBerry Registration: Yes
Connected to BlackBerry: Yes
BlackBerry PIN-PIN: Yes | x |
- Network Diagnostic Tests BB10 KB33648
KB33648 How to perform Network Diagnostic Tests on BlackBerry 10
The BlackBerry 10 offers several network diagnostic tests to troubleshoot networking issues over Wifi networks.
Diagnostic tests include:
Wifi Status and connection information
Ping Utility
Traceroute
DNS Lookup
The BlackBerry Diagnostic Information can be located by;
From the BlackBerry 10, launch the settings application
Select Network Connections
Select Wi-Fi
Select Advanced
The pop down menu will then show a list of Network information such as:
Wi-Fi Information
Information regarding the current connected Wi-Fi network is displayed
Network Information will show;
Status
Signal Level
Profile Name
SSID
Channel
AP MAC Address
Security Type
EAP Method
Connection Data Rate
Network Type
Ping
Use this ping utility to send a (ICMP) echo request to an IP address
Traceroute
Use this traceroute utility to perform a traceroute to a known IP address
DNS Lookup
Enter a valid host name such as www.blackberry.com and the IP address for that host will be returned
| x |
- Host Routing Table KB00510
KB00510 How to register a BlackBerry smartphone with the wireless network
Assisted the customer in performing a Host Routing Table
On the BlackBerry smartphone, go to
1. Options
2. Advanced Options
3. From the Host Routing Table, press the menu key
4. Select Register Now.
Register the BlackBerry smartphone on the wireless network.
To register a BlackBerry 10 smartphone with the wireless network, complete the following steps:
Swipe down from the top of the screen to pull down the quick access menu
Tap on Settings
Tap on About
Tap on the Category dropdown menu
Tap on Network from the dropdown menu
Tap the Action Overflow button in the lower right hand corner marked by three vertical dots
Tap on Register BlackBerry
On the BlackBerry smartphone, click Options.
Depending on your version of BlackBerry Device Software, choose one of the following:
For BlackBerry Device Software 3.6 or 3.7, click Network.
For BlackBerry Device Software 3.7.1 to 4.0.2, click Host Routing Table.
For BlackBerry Device Software 4.1 to 5.0, click Advanced Options > Host Routing Table.
For BlackBerry Device Software 6.0 to 7.1, click Options > Device > Advanced System Settings > Host Routing Table.
Click the Menu key and click Register Now.
| x |
- How to delete and undelete service books on a BlackBerry smartphone KB13574
KB13574 How to delete and undelete service books on a BlackBerry smartphone
Environment
BlackBerry® Device Software 4.0 to 5.0
BlackBerry® Enterprise Server
BlackBerry® Internet Service
BlackBerry® 6
BlackBerry® 7
Overview
To delete a service book, complete the following steps:
Note: Undelete will only bring back the most recently deleted service book. If multiple service books are deleted, they will need to be resent from the originating source such as BlackBerry® Enterprise Server, BlackBerry® Internet Service or Provisioning. Performing a Register Now will pull down service books related to Provisioning.
From the Home screen of the BlackBerry® smartphone, click Options.
Note: Depending on the BlackBerry smartphone theme, it may be necessary to first click Settings and then click Options.
Complete one of the following procedures:
If the BlackBerry smartphone is running BlackBerry® Device Software 4.0, click Service Book.
If the BlackBerry smartphone is running BlackBerry Device Software 4.1 to 5.0, click Advanced Options > Service Book.
If the BlackBerry smartphone is running BlackBerry® 6 or BlackBerry® 7, click Options > Device > Advanced System Settings > Service Book.
Highlight the service book to be deleted.
Press the Menu key and click Delete.
When prompted, click Delete again.
To restore a service book, complete the following procedure.
From the Service Book screen, press the menu button.
Click Undelete.
The most recently deleted service book will reappear in the list.
Additional Information
For more information on resending service books from their respective sources see the following:
KB02830 - How to send service books for a BlackBerry Internet Service account
KB03577 - How to send service books for a BlackBerry Enterprise Server user account
KB00510 - Register a BlackBerry Smartphone with the wireless network
KB31015 - How to send service books from Provisioning
| x |
- Hard or Soft Reset a BlackBerry smartphone KB02141
KB02141 Reset a BlackBerry smartphone
Hard Reset
To perform a hard reset on the BlackBerry smartphone, complete the following steps:
Remove the battery cover from the back of the smartphone.
Remove the battery, and then reinsert it after a few seconds.
Replace the battery cover.
Soft Reset
To perform a soft reset on the BlackBerry 10 smartphone, complete one of the following:
Press and hold the Power key for 10 seconds.
Press and hold the Volume up key and the Volume down key at the same time for 10 seconds.
To perform a soft reset, on BlackBerry smartphones running BlackBerry 7 and earlier, complete the following steps: | x |
- How to use the Email Account Validation Tool (EAVT) KB33444
KB33444 How to use the Email Account Validation Tool (EAVT)
Environment
Email Account Validation Tool
BlackBerry Enterprise Service 10
BlackBerry Internet Service
BlackBerry smartphones
BlackBerry PlayBook tablet
Overview
This tool allows both technical support and customers the ability to validate their email address and email server settings. The tool has recently been upgraded to improve performance and include the validation of ActiveSync accounts. Unlike the previous iteration of the tool, the email account is not validated automatically with the exception of an Active Sync account which is validated automatically. For the other account types the tool will validate a connection to the mail server and the email account will need to be validated manually.
Using the Email Account Validation Tool
Navigate to the http://www.blackberry.com/eavt2
Enter in the email address and password for the account to be validated and complete the CAPTCHA.
Click Submit.
Select the appropriate protocol tab according to the mail server settings.
Click the Validate button for the port number configured on the mail server.
If the settings are correct the account will be validated, otherwise the validation will fail.
To validate another email address click Clear Session at the bottom of the page and enter the new information to validate.
Notes:
Clicking Validate will attempt a login to the mailbox using the email address and password provided in step 2.
For SMTP validation an email will be sent to the provided email address. The email will be sent by eavt-tool@rim.com.
Before an SMTP account can be validated, a POP or IMAP account must first be validated.
If any technical issue are encountered while using this tool, contact BlackBerry Technical Support Services for assistance and reference this Knowledge Base article (KB33444).
Additional Information
Reading the results provided by the Email Account Validation Tool
The Email Account Validation Tool will attempt to discover on it's own if the target domain has any mail delivery abilities based on industry standard protocols and port numbers. Once the Email Account Validation Tool completes this discovery the results will be displayed in a tabbed format grouping the various protocols together.
Clicking on the various tabs (ActiveSync, IMAP, POP3, SMTP) will reveal the discovery results and an option to validate the information (except for ActiveSync which is automatically validated).
Below is a brief overview of each column:
Server Address:
The server address is determined by performing a DNS lookup on the domain for SRV and MX records. Based on this information the EAVT tool will attempt to find Host (A records) for servers hosting mail services (IMAP/POP3).
Port:
Based on industry standard port numbers the EAVT tool will check for the existence of a service on that particular port.
Encryption:
If SSL is supported by the connection the encryption column will display SSL.
The Email Account Validation Tool will support the following ports and protocols:
Ports
25 - SMTP
80 – HTTP
110 - POP
143 - IMAP
443 – HTTPS
465 – Secure SMTP
585 – Secure IMAP
587 - SMTP
993 - Secure IMAP
995 – Secure POP
Protocols
POP - Secure and unsecure
IMAP - Secure and unsecure
SMTP - Secure and unsecure
Active Sync - With and without Autodiscovery
CardDAV - Secure and unsecure
CalDAV - Secure and unsecure
| x |
- BlackBerry (hosted) email address forwarding for BlackBerry 10 OS KB33260
KB33260 BlackBerry (hosted) email address forwarding for BlackBerry 10 OS
On the BlackBerry 10 smartphone running BlackBerry 10 OS version 10.0.10.x and later, after entering an existing BlackBerry email address (typically in the format user@serviceprovider.blackberry.com or user@serviceprovider.blackberry.net) and password, the screen will automatically redirect to an email forwarding configuration page.
Email messages sent to the BlackBerry email address can be forwarded, for a period of one year, to an alternate email address which can be configured on the BlackBerry 10 smartphone. An automated email message will be sent to the BlackBerry email address 30 days, 7 days, and 1 day prior to the expiration of the forwarding service reminding that the expiration is approaching.
Note: The one year period of email forwarding cannot be extended.
Important: If the BlackBerry email address is being used as the BlackBerry ID Username, it is strongly recommended to change the BlackBerry ID Username to the alternate email address.
Follow the steps below to configure the forwarding rule and to change the BlackBerry ID Username.
Configure forwarding of the BlackBerry email address
To configure forwarding on the BlackBerry 10 smartphone, complete the following steps:
Swipe down from the home screen and select Settings > Accounts.
Tap the Add Account button.
Tap Email, Calendar and Contacts.
Enter the BlackBerry email address in the Email Address field and tap Next.
Enter the email password in the Password field and tap Next.
Skip to Step 2 below.
To configure forwarding using the specific service provider web page, complete the following steps:
Navigate to the service provider's BlackBerry email forwarding web page as listed below.
Type the BlackBerry email address In the Email Address field.
Type the BlackBerry email address password in the Password field.
Type the alternate email address to which email messages will be forwarded to in the Forwarding Email Address field.
Re-type the alternate email address in the Confirm Forwarding Email Address field.
Click Next.
Close the browser.
Once the forwarding rule is created, it can take 5 to 15 minutes before email starts to forward to the alternate email address.
Additional Information
All forwarded emails will conform to the following rules:
When receiving a forwarded email message:
The From field will be the email address of the original sender (for example, user1@domain.com).
The To field will be the BlackBerry email address to which it was sent (for example, user2@serviceprovider.blackberry.net).
When replying to a forwarded email message:
The From field will be the email address to which the BlackBerry email was forwarded to (for example, user2@example.com).
The To field will be the email address of the original sender (for example, user1@domain.com).
BlackBerry email forwarding sites by region and service provider
North America
Rogers - https://rogers.blackberry.com/html/hosted
Fido - https://fido.blackberry.com/html/hosted
Bell - https://bell.blackberry.com/html/hosted
Telus - https://telus.blackberry.com/html/hosted
Virgin Mobile - https://virginmobile.blackberry.com/html/hosted
Koodo Mobile - https://koodomobile.blackberry.com/html/hosted
Sasktel - https://mobility.blackberry.com/html/hosted
AT&T - https://att.blackberry.com/html/hosted
T-Mobile US - https://tmobile.blackberry.com/html/hosted
Verizon – https://vzw.blackberry.com/html/hosted
Europe, the Middle East and Africa
Everything Everywhere - https://ee.blackberry.com/html/hosted
Vodafone UK - https://vodauk.blackberry.com/html/hosted
Vodafone Germany - https://vodade.blackberry.com/html/hosted
Vodafone Qatar - https://vodaqa.blackberry.com/html/hosted
3UK - https://3uk.blackberry.com/html/hosted
Etisalat - https://etisalat.blackberry.com/html/hosted
Du - https://du.blackberry.com/html/hosted
STC - https://aljawal.blackberry.com/html/hosted
Mobily - https://mobily.blackberry.com/html/hosted
Qatar - Qtel https://qtel.blackberry.com/html/hosted
MTN South Africa - https://mtn.blackberry.com/html/hosted
MTN Nigeria - https://mtnnigeria.blackberry.com/html/hosted
Vodacom South Africa - https://vodaza.blackberry.com/html/hosted
Kuwait-Wataniya - https://wataniya.blackberry.com/html/hosted
Zain Bahrain - https://vodabh.blackberry.com/html/hosted
Zain Saudi - https://zainsa.blackberry.com/html/hosted
Zain Nigeria - https://celtelng.blackberry.com/html/hosted
O2 UK - https://o2mailuk.blackberry.com/html/hosted
Globacom Nigeria - https://gloworld.blackberry.com/html/hosted
Viva (KTC) - https://viva.blackberry.com/html/hosted
T-Mobile UK - https://tmobileuk.blackberry.com/html/hosted
Orange UK - https://orangeuk.blackberry.com/html/hosted
BT - https://bt.blackberry.com/html/hosted
| x |
- SDP ‐ Hosted Mailbox Password Reset Template KB29960
KB29960 SDP ‐ Hosted Mailbox Password Reset Template
KB33260 BlackBerry (hosted) email address forwarding for BlackBerry 10 OS
To be filled out by support representatives and included within your RET email to HostedMailboxServiceDelivery@sutherlandglobal.com when requesting a hosted mailbox password reset.
Do not confuse these requests with resetting the password for a BBID. In some cases the user may use their hosted email address (user@carrier.blackberry.net) as their BBID. Resetting the email address password will not update the BBID password. They are independant.
Purpose
To provide the required information that is necessary to reset a hosted mailbox password.
Details
ISSUE
[Hosted mailbox password reset required]
INFORMATION
Old PIN:
New PIN:
Hosted Email address:
REASON
[Why the password of the hosted mailbox must be reset?]
**Example: The customer changed mobile number and the carrier deleted the old BIS account
| x |
- Troubleshooting Issues with Email On BlackBerry Smartphones KB35523
KB35523 Troubleshooting Issues with Email On BlackBerry Smartphones
Environment
BlackBerry 10 OS
Discovery Service
BlackBerry Balance
BlackBerry Hub
Description
The following information is intended for retail support representatives who are assisting customers with troubleshooting.
BlackBerry smartphone users may experience issues with email. This article provides information to help troubleshoot email issues.
Regarding use of BlackBerry Software: Individuals working in a retail support capacity may assist customers with updating, backing up, restoring and reloading their software by providing the appropriate KB, if applicable, and using customer’s hardware ONLY. In order to protect the privacy of customer data, only the BlackBerry Virtual Expert tool should be used.
Note: BlackBerry Desktop Software and BlackBerry Link are for customer use only.
General Troubleshooting
The first step in resolving a customer issue is to perform a physical inspection of the BlackBerry smartphone. For more information, see KB35521.
The following articles provide information to help with general troubleshooting:
KB35504 - Discovery Service
KB35505 - BlackBerry Balance
KB35506 - Issues with sending and receiving email messages
KB35507 - Issues with the BlackBerry Hub
Advanced Troubleshooting
The following articles provide information to help with advanced troubleshooting:
KB35001 - Overview of the Discovery Service
KB33822 - Unable to register activation passwords with the Discovery Service when the user's email address contains an apostrophe
KB34678 - Unable to send emails over a certain size or emails with attachments from the BlackBerry 10 smartphone
KB33929 - How to add an email recipient to the BCC field when sending an email from an account integrated on the BlackBerry 10 smartphone
KB34704 - "Cannot create a temp file for the specified attachment" appears when opening attachments on a BlackBerry 10 smartphone
KB33995 - Emails sent from the BlackBerry 10 smartphone arrive to the recipient with an incorrect timestamp that is off by one or more hours
KB34799 - Unable to send or receive email and BlackBerry Hub freezes after adding IMAP account
KB34152 - Unable to send emails with attachments stored in the work perimeter
KB34009 - "MessageStatus: Protocol layer was unable to send a message" is displayed when sending email with an attachment on a BlackBerry 10 smartphone
KB33887 - Unable to open e-mail message received on the BlackBerry 10 smartphone as EML or MSG attachment
KB34910 - Email attachments received to an email account integrated using IMAP may show an incorrect file size on the BlackBerry smartphone
KB34270 - "[No body found]" is displayed rather than the actual email body
KB34703 - Unable to open an attachment on the BlackBerry 10 smartphone if a digital signature was used on the email
KB34771 - BlackBerry 10 smartphone shows email suggestions for recipients in "To", "Cc", and "Bcc" fields
KB33260 - BlackBerry (hosted) email address forwarding for BlackBerry 10 OS
KB34065 - Unable to search for call log entries in the BlackBerry Hub on the BlackBerry Z10 smartphone
KB33716 - How to add mail folders on Email accounts in the BlackBerry Hub
KB33533 - Deleting email from Gmail account in BlackBerry Hub does not actually delete the email
KB34025 - Deleting a private Facebook message thread results in all private threads disappearing from the BlackBerry Hub on the BlackBerry 10 smartphone
KB33829 - After an OTA update BlackBerry Hub and PIM may not load correctly
KB33902 - Searching for text messages by contact name in the BlackBerry Hub on the BlackBerry 10 smartphone does not return any results
KB33808 - Messages from random accounts will randomly stop appearing in the BlackBerry Hub
KB34478 - Received SMS text messages do not appear within the BlackBerry Hub on a BlackBerry 10 smartphone
KB33560 - Email messages deleted from the BlackBerry 10 smartphone are not moved to a Trash or Deleted Items folder and instead are permanently removed
KB33847 - Mailbox folder hierarchy is not correctly displayed
KB15161 - How to perform a Remote search for email messages using a BlackBerry smartphone
KB33688 - Unable to integrate an IMAP hosted email account on the BlackBerry 10 smartphone
KB33812 - How to integrate iCloud contact, calendar, or email accounts on the BlackBerry 10 smartphone
KB29891 - Unable to configure email on BlackBerry 10 or BlackBerry PlayBook due to restrictive mail servers
KB33772 - How to change or set the auto email signature on the BlackBerry 10 smartphone
KB34871 - "Your account is no longer synchronized with your device. Check that your account settings are correct. If they are correct, contact your email service provider" displayed on the BlackBerry 10 smartphone
KB33828 - ActiveSync email messages disappear and then reappear a few minutes later on the BlackBerry 10 smartphone
KB33480 - BlackBerry 10 smartphone does not startup and displays either a phone with a USB icon or an error with a link to www.bberror.com after an interrupted Security Wipe
KB33472 - How to integrate a Google Apps email account using Microsoft ActiveSync
KB34651 - Gmail account on the BlackBerry 10 smartphone becomes invalid intermittently with the error "Your login information for IMAP server [imap.gmail.com] has changed or is incorrect. Please check your account settings."
KB33882 - No setting available to change HTML email to plain text on the BlackBerry 10 smartphone
KB33653 - BlackBerry 10 smartphone is not able to send or receive text messages after restoring SMS messages data from a BlackBerry smartphone running BlackBerry Device Software 5, or BlackBerry 6 or 7
KB33619 - Supported Microsoft ActiveSync Features and Policies for use with BlackBerry 10
KB33591 - How to perform a Security Wipe on the BlackBerry 10 smartphone
KB33494 - Performing a Security Wipe on BlackBerry 10 takes longer than expected
Additional Resources
For User Guides, Visual Demonstrations, and Tutorials, visit docs.blackberry.com. Under the BlackBerry Manuals & Help section, choose BlackBerry Manuals > Smartphones > BlackBerry smartphones. Choose the relevant BlackBerry smartphone model.
Additional help may be found on the BlackBerry smartphone's Help application.
Searching for other possible solutions
If a solution is not found by using the information or articles linked above, use the following tips to effectively search the BlackBerry Knowledge Base for a solution:
Use the customer's words.
For example, BlackBerry will not turn on instead of The device will not boot or startup.
Use keywords and be straight to the point (avoid filler).
For example, When the BlackBerry has been turned off it will not turn on
Use quotes to search for an exact set of words.
For example, Application net_rim_bb_vvm is not responding finds many articles, but "Application net_rim_bb_vvm is not responding" finds only the article with the exact error.
Refine search results by entering another search in the Search Within search box or by selecting the applicable product from the Focus Your Results section in the left sidebar.
| x |
- How to prevent deleted Gmail messages from archiving when synced using IMAP
From your desktop computer, login to your Gmail account
Click on the gear in the upper right and select Settings from the dropdown
Go to the Forwarding and POP/IMAP tab
Go to the IMAP Access option
Below the heading "When I mark a message in IMAP as deleted," choose the option Auto-Expunge off – Wait for the client to update the server
Under the "When a message is marked as deleted and expunged from the last visible IMAP folder," select the box next to Move the message to the Trash
Click on Save Changes at the bottom of the screen
Under the Labels section, remove the check mark next to All Mail and Important so that those labels will not show in IMAP | x |
- Handling Customer Passwords KB22669
KB22669 Handling Customer Passwords
Requesting Customer Passwords for Troubleshooting
As a general rule, customer's passwords should not be requested for the purpose of performing tasks the customer can do for themselves. This includes, but is not limited to:
Setting up new BIS integrations, hosted email addresses, filters, rules, and signatures.
Setting up and resetting BlackBerry ID accounts.
Re-validating email addresses.
Any other tasks handled by tools available to the customer.
BIS: Customers experiencing issues integrating their BIS email addresses can be directed to the EAVT found at www.blackberry.com/eavt. More information on using the EAVT can be found in KB21333 - Using the Email Account Validation Tool (EAVT).
Note: Only in instances where all options have been exhausted and the customer password is still required, advise the customer to change the password to a temporary one. This password will be used for troubleshooting. Once all procedures are complete, advise the customer to reset their password.
BTS Consumer and Enterprise Representatives
If a representative is troubleshooting an issue and feels that they cannot resolve the issue without the customer's password, they will contact their next level of support for further guidance. In these situations, please have the following information ready to provide to the analyst:
A brief description of the issue.
Any error messages being encountered.
Any troubleshooting steps taken.
Representatives may collect the customer's password if instructed to do so by the next level of support. Please note in the work log the name of the individual who gave permission to request the password.
If a customer is hesitant to provide us with their password when we request it, representatives may suggest that the customer change their password temporarily while we troubleshoot, then change it back later.
Password Storage Policy
Due to privacy and security concerns, it is very important that representatives do not record, store, or save any passwords given to us by customers. This includes but is not limited to:
RET fields
Work logs
Issue trackers
Email messages
Instant messenger conversations
Desktop note recording programs
Representatives using a customer's password to troubleshoot may type, copy, and paste the password as they need while troubleshooting the issue, though it is essential that the password is not stored beyond the duration of the interaction. Passwords must be collected fresh from the customer on each interaction they are needed. This includes escalations to analysts and seniors; escalation points will request the password from the customer directly if needed.
Email Incident Password Requests
When troubleshooting issues with carriers who are entitled only to email support, it may become necessary for them to send us a customer's password. Email passwords sent to us via email become an irremovable part of the respective incident. Because of this, it is very important that we avoid unnecessarily collecting passwords in these situations. Please be sure to follow the instructions in the section above regarding when it is appropriate to request a customer's password.
| x |
- Common sending and receiving issues using the BlackBerry Internet Service KB02169
KB02169 Common sending and receiving issues using the BlackBerry Internet Service
Overview
One of the following scenarios is encountered when using the BlackBerry smartphone and BlackBerry Internet Service:
Email messages cannot be sent from or received on the BlackBerry smartphone.
Email messages can be sent from but not received on the BlackBerry smartphone.
Email messages are received on but cannot be sent from the BlackBerry smartphone.
Note: When using Post Office Protocol (POP), Internet Message Access Protocol (IMAP), or Microsoft Outlook Web Access email accounts, make sure that the email application is configured to leave copies of email messages on the messaging server. For instructions on how to turn this feature on, see KB12283.
Note: Please note that Gmail is known as Google Mail in some countries.
Important: Follow the basic troubleshooting steps in KB11334 before referring to this article.
Cause
Unable to send and receive email messages
This issue may be caused by one of the following:
The wireless service provider's network is not functioning correctly, or the wireless transceiver on the BlackBerry smartphone is turned off.
A BlackBerry Internet Service account has not been created for the BlackBerry smartphone.
The integrated email account is currently not validated.
Unable to receive, but able to send email messages
This may be caused by one of the following:
An email message filter is preventing email messages from reaching the BlackBerry smartphone.
Email messages are being sent to an email address that no longer exists or to an incorrect email address.
The date and time settings on the BlackBerry smartphone are incorrect.
The firewall on the BlackBerry smartphone is set to block incoming email messages from the BlackBerry Internet Service.
Email messages are being sent to an email account that is not integrated with the BlackBerry Internet Service account.
A BlackBerry Internet Service account is not associated with the BlackBerry smartphone.
The email messages from the integrated email account are being stored in a place other than the root folder of the inbox on the messaging server.
Unable to send, but able to receive email messages
This issue may be caused by one of the following:
The service books for the BlacKBerry Internet Service are not present on the BlackBerry smartphone.
BlackBerry Desktop Redirector was installed at the same time as BlackBerry Desktop Manager.
Email messages are being sent to an incorrect email address or to an email address that no longer exists.
A BlackBerry Enterprise Server IT policy is blocking email messages being sent from an email account that is integrated with a BlackBerry Internet Service account.
The BlackBerry smartphone is attempting to send email messages using the service book of an email account that is no longer integrated with the BlackBerry Internet Service account.
The BlackBerry Internet Service account contains an invalid Auto BCC or Reply to address.
Resolution
Complete the appropriate resolution.
Unable to send and receive email messages:
Cause 1
The wireless service provider's network is not functioning correctly, or the wireless transceiver on the BlackBerry smartphone is turned off.
Resolution 1
To resolve this issue, complete the following steps:
1. Make sure that the wireless transceiver is turned on. From the Home screen of the BlackBerry smartphone, click Turn Wireless On.
2. Verify that the BlackBerry smartphone has an active data connection.
To determine if a BlackBerry smartphone has an active data connection, refer to the following KB articles that describe the network status indicators on a BlackBerry smartphone:
a. For Global System for Mobile communications (GSM), General Packet Radio Service (GPRS), and Enhanced Data Rates for Global Evolution (EDGE) networks, see KB02334.
b. For the Code Division Multiple Access (CDMA) network, see KB02335.
3. Verify that the wireless service provider's network is functioning correctly. Contact the wireless service provider for more information.
Cause 2
A BlackBerry Internet Service account has not been created for the BlackBerry smartphone.
Resolution 2
To resolve this issue, complete one of the following:
a. Contact the wireless service provider to determine if a BlackBerry Internet Service account already exists and to assign it to the BlackBerry smartphone.
b. Create a new BlackBerry Internet Service account.
Note: For instructions on how to integrate an email account on the BlackBerry Internet Service see KB02189.
Cause 3
The integrated email account is currently not validated.
Resolution 3
Revalidate the integrated email account. To revalidate the integrated email account, complete the following steps:
1. Log in to the BlackBerry Internet Service account.
2. Click the red-outlined envelope icon.
Note: For more information about integrated email accounts that are not validated, see KB05255.
Unable to receive, but able to send email messages:
Cause 1
An email message filter is preventing email messages from reaching the BlackBerry smartphone.
Resolution 1
Delete all email message filters that may be restricting email message flow by completing the following steps:
1. Log in to the BlackBerry Internet Service account.
2. Click Filters beside the email account to be configured.
3. Click Delete beside the filter to be removed.
Cause 2
Email messages are being sent to an email address that no longer exists or to an incorrect email address. Email messages sent to a non-existent or incorrect email address generate an error message for the sender. An error message similar to the following appears also for the BlackBerry email account:
The following message to <username>@<wireless service_provider>.blackberry.net was undeliverable. The reason for the problem: 5.1.0 - Unknown address error 554-'5.7.1 Invalid Recipient
Resolution 2
Verify that the sender is sending email messages to the correct email address. If it is a BlackBerry email address, verify that the BlackBerry email address is associated with the BlackBerry smartphone. For assistance, contact the wireless service provider.
Cause 3
The date and time settings on the BlackBerry smartphone are incorrect. An incorrect date and time setting can make it difficult to locate new email messages that arrive on the BlackBerry smartphone.
Resolution 3
Make sure the date and time settings are correct for the BlackBerry smartphone by completing the following steps:
1. From the BlackBerry smartphone Home screen, click Options.
2. Click Date/Time.
3. Make sure that the BlackBerry smartphone is set to the correct date and time.
Note: If the date or time was adjusted previously and is now correct, the issue may be that the current incoming messages are being displayed further down the message list at the appropriate time and date. New messages are in fact being displayed below messages that appear to have been received at a time or date that has not yet happened.
Cause 4
The firewall on the BlackBerry smartphone is set to block incoming email messages from the BlackBerry Internet Service.
Resolution 4
To turn off this option, complete the following steps:
From the BlackBerry smartphone home screen with BlackBerry Device Software 5.0
Click Options.
Click Security Options.
Click Firewall.
Uncheck the Message application that is enabled.
From the BlackBerry smartphone home screen on BlackBerry 6 and BlackBerry 7
Click Options.
Click Security.
Click Firewall.
Uncheck the Message application that is enabled.
Cause 5
Email messages are being sent to an email account that is not integrated with the BlackBerry Internet Service account.
Resolution 5
Integrate the email account with the BlackBerry Internet Service account. For instructions, see KB02189.
Cause 6
A BlackBerry Internet Service account is not associated with the BlackBerry smartphone.
Resolution 6
To resolve this issue, complete one of the following:
Contact the wireless service provider to determine if a BlackBerry Internet Service account already exists and to assign it to the BlackBerry smartphone.
Create a new BlackBerry Internet Service account.
Cause 7
The email messages from the integrated email account are being stored in a place other than the root folder of the inbox on the messaging server.
Resolution 7
Modify the rules in the email application to leave a copy of email messages in the inbox of the messaging server. For instructions on how to leave a copy of email messages in the inbox of the messaging server, see KB12283.
Unable to send, but able to receive email messages:
Cause 1
The service books for the BlackBerry Internet Service are not present on the BlackBerry smartphone.
Resolution 1
Send new service books to the BlackBerry smartphone. For instructions, see KB02830.
Cause 2
BlackBerry Desktop Redirector was installed at the same time as BlackBerry Desktop Manager.
Resolution 2
Remove the BlackBerry Desktop Redirector service books from the BlackBerry smartphone by completing the following steps:
1. From the Home screen of the BlackBerry smartphone, click Options.
2. Click Advanced Options.
3. Click Service Book.
4. From the list of service books, select Desktop [CMIME].
5. Display the menu, and select Delete.
6. If a Desktop [CICAL] service book is listed, complete the following steps:
a. From the list of service books, select Desktop [CICAL].
b. Display the menu, and select Delete.
7. Modify the BlackBerry Desktop Manager installation to use the BlackBerry Internet Service instead of a BlackBerry Enterprise Server or the BlackBerry Desktop Redirector. For instructions, see KB03179.
Cause 3
Email messages are being sent to an incorrect email address or to an email address that no longer exists.
Resolution 3
Verify that the recipient's email address is correct and still exists.
Cause 4
A BlackBerry Enterprise Server IT policy is blocking email messages being sent from an email account that is integrated with a BlackBerry Internet Service account.
Resolution 4
Contact the BlackBerry Enterprise Server administrator to turn off the IT policy. For more information, see KB10379.
Cause 5
The BlackBerry smartphone is attempting to send email messages using the service book of an email account that is no longer integrated with the BlackBerry Internet Service account.
Resolution 5
Delete the service book of the email account from the BlackBerry smartphone. For instructions, see KB05000.
Cause 6
The BlackBerry Internet Service account contains an invalid Auto BCC or Reply To address.
Resolution 6
To resolve this issue, complete the following steps:
1. Log in to the BlackBerry Internet Service account.
2. Click Edit beside the affected email account.
3. In the Auto BCC and Reply to fields, type a valid email address.
4. Click Save.
5. Repeat steps 2 to 4 for all other affected email accounts.
Note: When an email message is sent from the BlackBerry smartphone, a copy is sent to the email account specified in step 3.
Additional Information
For additional troubleshooting information, see the following knowledge base articles:
KB10034 - This article provides resolutions for not receiving email messages sent to a BlackBerry email account
KB02857 - This article provides resolutions for not receiving email messages sent to an integrated POP3 or IMAP email account
KB10870 - This article provides resolutions for not receiving email messages sent to an integrated Microsoft Outlook Web Access account
KB10104 - This article provides resolutions for not receiving email messages sent to an integrated Yahoo! Mail account
KB04792 - This article provides resolutions for not receiving email messages sent to an integrated Google Mail account
| x |
- How to leave or remove copies of email messages on the messaging server KB12283
KB12283 How to leave or remove copies of email messages on the messaging server
Environment
BlackBerry Internet Service
BlackBerry 10 smartphones
Post Office Protocol 3 (POP3) integrated email accounts
Internet Message Access Protocol (IMAP) integrated e-mail accounts when POP3 is set up in the e-mail application
For Windows
Windows Live Mail
Right-click the email account in the left pane and click Properties.
Click the Advanced tab.
Select the check box beside Leave a copy of messages on server.
Click OK.
Windows Mail (Windows Vista)
Click Tools.
Click Accounts.
In the Email subsection, click the email account.
Click Properties.
Click the Advanced tab.
Select the Leave a copy of the message on the server check box.
Microsoft Outlook XP, 2002, and 2003
Click Tools.
Click Email Accounts.
Select View or Change an existing email address, or click the Email tab.
Select the email account.
Click Change.
Click More Settings.
Click the Advanced tab.
Select the Leave a copy of the message on the server check box and then click Next.
Click Finish.
Note: When the check box is cleared, deleted email messages will be permanently removed from the messaging server.
Microsoft Outlook 2007
Click Tools.
Click Account Settings.
Click Change.
Click More Settings.
Click the Advanced tab.
Select the Leave a copy of the message on the server check box.
Click OK.
Click Next.
Click Finish.
Note: When this check box is cleared, deleted email messages will be permanently removed from the messaging server.
Microsoft Outlook 2010 and 2013
Click File.
Click Account Settings.
Select the appropriate email account
Click Change.
Click More Settings.
Click the Advanced tab.
Select the Leave a copy of the message on the server check box.
Click OK.
Click Next.
Click Finish.
Click Close.
Note: When this check box is cleared, deleted email messages will be permanently removed from the messaging server.
Microsoft Outlook Express and Microsoft Outlook 2000
Click Tools.
Click Accounts.
Click the Mail tab.
Select the email account.
Click Properties.
Click the Advanced tab.
Select the Leave a copy of the message on the server check box.
Note: When the check box is cleared, deleted email messages will be permanently removed from the messaging server.
Microsoft Outlook 97
Click Tools.
Click Services.
Click Internet E-mail.
Select the email account, and then click Properties.
Click the Advanced tab.
Select the Leave a copy of the message on the server check box.
Click OK.
Restart Microsoft Outlook 97 to apply the changes.
Note: When the check box is cleared, deleted email messages will be permanently removed from the messaging server.
Qualcomm Eudora 7.0 or later
Click Tools.
Click Personalities.
Right-click the email account name, and then click Properties.
Click the Incoming Mail tab.
Select the Leave mail on Server check box.
Note: When the check box is cleared, deleted email messages will be permanently removed from the messaging server.
Mozilla Thunderbird 1
Click Tools.
Click Account Settings.
Under the account name, click Server Settings.
Select the Leave messages on server check box.
Note: When the check box is cleared, deleted email messages will be permanently removed from the messaging server.
IncrediMail
Click Tools.
Click Accounts.
Select the email account, and then click Properties.
Click the Advanced tab.
Select the Leave a copy of messages on server check box.
Note: When the check box is cleared, deleted email messages will be permanently removed from the messaging server.
EarthLink Mailbox
Click Tools.
Click Settings.
Click the Accounts tab.
Select the email account and click Edit.
Select the Leave messages on the server after downloading check box.
Note: Because EarthLink Mailbox does not provide an option to automatically remove email messages after a certain number of days, the messaging server begins to fill up after turning on this option. To remove email messages, click Tools > Settings. Click the Receive tab, then select the Remove message from server when deleted from trash check box.
Netscape 4.5 to 4.7
Click Edit.
Click Preferences.
Under Categories, click the plus (+) sign to expand the options menu, and open the Mail & Newsgroups menu.
Click Mail Servers.
In the Incoming Mail Servers section, click Edit.
In the Mail Server Properties section, click the POP tab.
Clear the Leave messages on server check box.
Note: When the check box is cleared, deleted email messages will be permanently removed from the messaging server.
Click OK.
Click OK.
Netscape 6
Click Tasks.
Click Mail.
Click Edit.
Click Mail/News Account Settings.
In the window on the left, click Server.
Clear the Leave messages on server check box.
Note: When the check box is cleared, deleted email messages will be permanently removed from the messaging server.
Click OK.
Netscape 7.2
In the Edit menu, select the Mail and Newsgroup Account Settings option.
On the left side, click the Server Settings link.
Select the Leave messages on server check box.
Internet Mail
Click Mail.
Click Options.
Select the Server tab.
Click Advanced Settings.
Clear the Leave a copy of messages on server check box.
Click OK.
Note: When the check box is cleared, deleted email messages will be permanently removed from the messaging server.
GoldMine Premium Edition with GoldSync 8
Click Tools.
Click Options.
Click the E-Mail tab.
Click Accounts.
Select the email account, and then click Edit.
Clear the Auto-delete check box.
Note: There is no option available to leave copies of email messages on the messaging server for a specified number of days.
Novell GroupWise email client
Click Accounts.
Click Account Options.
Click the POP3 account name.
Click Properties.
Click the Advanced tab.
Select the Leave A Copy Of Messages On The Server check box.
Click OK.
Click Close.
For Macintosh
Microsoft Outlook Express Macintosh Edition 4 and 4.5
Click File.
Click Preferences.
Click the arrow beside Accounts, and then click E-mail.
Click Advanced.
Clear the Leave a copy of messages on server check box.
Click OK.
Note: When the check box is cleared, deleted email messages will be permanently removed from the messaging server.
Microsoft Outlook Express Macintosh Edition 5
Click Tools.
Click Accounts.
Click the Mail tab.
Select the email account, and click Edit.
Click the Options tab.
Clear the Leave a copy of messages on server check box.
Click OK.
Note: When the check box is cleared, deleted email messages will be permanently removed from the messaging server.
Microsoft Entourage X
Click Tools.
Click Accounts.
Make sure that the correct email account is highlighted, and then click Edit.
On the Edit Account screen, click the Options tab.
Select the Leave a copy of each message on the server check box.
Note: When the check box is cleared, deleted email messages will be permanently removed from the messaging server.
Eudora 5 for Macintosh
Click Special.
Click Settings.
Click Checking Mail in the left pane.
Clear the Leave on server for 'X' days check box.
Click OK.
Note: When the check box is cleared, deleted email messages will be permanently removed from the messaging server.
Netscape 3 for Macintosh
Click Options.
Click Mail and News Preferences.
Click the Servers tab.
Click the Removed from the server option.
Click OK.
Netscape 4.05 for Macintosh
Click Edit.
Click Preferences.
In Categories, click Mail & Groups.
Click Mail Server.
Clear the Leave messages on server after retrieval check box.
Click OK.
Note: When the check box is cleared, deleted email messages will be permanently removed from the messaging server.
Netscape 4.5 to 4.7 for Macintosh
Click Edit.
Click Preferences.
Under Categories, click Mail & Newsgroups.
Click Mail Server.
In the Incoming Mail Servers section, click Edit.
Click the POP tab in the Mail Server Properties section.
Clear the check box beside Leave messages on server.
Click OK.
Click OK.
Note: When the check box is cleared, deleted email messages will be permanently removed from the messaging server.
Mac Mail/Mac OS 10.1
Click Mail.
Click Preferences.
Make sure that the correct address is highlighted, and then click Edit.
Click the Account Options tab.
Make sure that the Delete messages from server after downloading check box is not selected.
Note: Mac Mail does not have an option to remove email messages from the messaging server after a specified number of days.
Apple Mail on Mac OS X
Click Mail.
Click Preferences.
Click the Accounts tab, and select the appropriate email account.
Click the Advanced tab.
Clear the Remove copy from the server after retrieving a message check box.
Click OK.
Mail does not have an option to remove email messages from the messaging server after a specified number of days.
Microsoft Outlook 2011
Click Tools.
Click the Accounts tab, and select the appropriate email account.
Click the Advanced tab.
Clear the Leave a copy of each message on server check box.
Click OK.
Additional Information
When available, use the option to remove email messages from the messaging server after a specified number of days. This keeps the messaging server from reaching its maximum storage capacity.
Note: Windows 7 does not include a native email application.
| x |
Email Problems - Adding and Deleting Accounts- Add / Attach / Integrate Email to BB on BIS KB02189
KB02189 How to add / attach / integrate / email addresses with a BlackBerry smartphone on the BlackBerry Internet Service
Important: Some wireless service providers do not support all types of email accounts. Verify that the email account to be associate with BlackBerry Internet Service account is supported by the wireless service provider.
The BlackBerry Internet Service account can be associated with up to ten Internet service provider (ISP) email accounts. The BlackBerry Internet Service supports most Post Office Protocol 3 (POP3) and Internet Message Access Protocol (IMAP) accounts, including Windows Live Hotmail, Google Mail, and Yahoo! Mail.
For information on how to associate a Microsoft Outlook Web Access account, see KB03133.
An email account can be associated with the BlackBerry Internet Service account using one of the following methods:
Associating an email account using the BlackBerry smartphone
Associating an email account using the BlackBerry Internet Service web site
Associating an email account using the advanced integration method
Associating an email account using the BlackBerry smartphone
Verify that the BlackBerry smartphone is connected to the wireless network. For instructions, see KB02334.
Click Setup on the Home screen of the BlackBerry smartphone.
Click Email Accounts. If presented, click Internet Mail Account.
On the Email Accounts page, choose Set up an email account.
On the Email Setup page, choose the email account type that is listed or click Other if account type is not listed.
On the Email Setup screen, type the email address and password and click Next. This will generate a message saying the email account was successfully configured.
Click OK.
Associating an email account using the BlackBerry Internet Service web site
Note: The BlackBerry Internet Service web site is not available for subscribers who are using a BlackBerry ID on their BlackBerry smartphone. For more information on BlackBerry ID, see KB23716.
Navigate to the wireless service provider's BlackBerry Internet Service web site and log in to the account.
Note: Go to the Support section at www.blackberry.com to find the wireless service provider's BlackBerry Internet Service web site.
Click Set Up Account.
Type the email address and password in the appropriate fields and click Next.
The added account is listed with a check mark in the Valid column. New email messages will begin appearing on the BlackBerry smartphone from the added email account.
If an error message appears, see KB10453 or KB02858.
Associating an email account using the advanced integration method
Navigate to the wireless service provider's BlackBerry Internet Service web site and log in to the account.
Click Set Up Account.
In the Email Address field, type the email address. Leave the Password field blank and click Next.
Select provide additional settings and click Next.
Select POP/IMAP or Microsoft Exchange (using Microsoft Outlook Web Access)
For POP/IMAP
Type the Email address, Email password, Email server name and User name in the appropriate fields and click Next.
For Microsoft® Exchange (using Microsoft ® Outlook® Web Access)
Type the Email address, Email password, Web Access URL, User name and Mailbox in the appropriate fields.and click Next.
The added account is listed with a check mark in the Valid column. New email messages will begin appearing on the BlackBerry smartphone from the added email account.
If an error message appears, see KB10453 or KB02858. | x |
- Delete an Email Account integrated on BIS KB04620
KB04620 How to delete an email account integrated with BlackBerry Internet Service
Environment
BlackBerry Internet Service
BlackBerry 7
BlackBerry 6
Overview
To delete an email account that was integrated with a BlackBerry Internet Service, complete the following steps:
Log in to the BlackBerry Internet Service account.
Next to the account which is to be deleted, click the Delete icon:
In the confirmation dialog box, click OK.
To delete a BlackBerry Internet Service integrated email from a BlackBerry smartphone running 6.0 or 7.0 device code when a web login credential has not been created, complete the following steps:
Log into Email Account Setup using one of the following methods:
Home Screen > Setup > Email Accounts
Home Screen > Messages > Options > Email Account Management
There are two ways of removing the account:
Highlight the desired email.
Press the menu button (BlackBerry Icon to the left of the track pad) and select Delete
Open the desired email account.
Delete option will be displayed on-screen
NOTE: Deleting a hosted BlackBerry.net email account is not recommended.
For information regarding accessing and managing your T-Mobile BlackBerry Internet Service account, please see KB13691.
| x |
- How to integrate a POP or IMAP email account through advanced integration KB10154
KB10154 How to integrate a POP or IMAP email account through advanced integration
To integrate a Post Office Protocol (POP) or Internet Message Access Protocol (IMAP) email account using the Email Settings application from the BlackBerry® smartphone, complete the following steps:
For BlackBerry Device Software 4.5
1. Open Email settings on the BlackBerry smartphone.
2. Click Add an email account.
3. Enter the Email Address and Email Password, then click next.
4. If the BlackBerry Internet Service gives the following error: Invalid email address or password. Verify your email address and password. If the error persists, contact domain.com, select I will provide the settings.
5. Select POP/IMAP (Most common).
6. Enter the Email Server and User name, then press next.
The email account should then be successfully added.
Note: In some cases, I will provide the settings may not appear. To force this option to appear, enter an invalid email address such as user@domain.com and an invalid password.
For BlackBerry Device Software 5.0
1. Open Setup on the BlackBerry smartphone.
2. Click Email Settings.
3. Click Other.
4. Enter the Email Address and Email Password, then click next.
5. If the BlackBerry Internet Service gives the following error: Invalid email address or password. Verify your email address and password. If the error persists, contact domain.com, select I will provide the settings.
6. Select POP/IMAP (Most common).
7. Enter the Email Server and User name, then press next.
The email account should then be successfully added.
Note: In some cases, I will provide the settings may not appear. To force this option to appear, enter an invalid email address such as user@domain.com and an invalid password.
For BlackBerry 6 and BlackBerry 7
1. Open Setup on the BlackBerry smartphone.
2. Select Email Accounts.
3. Select Internet Mail Account.
4. Click Set up another email account.
5. Choose Other from the list of options.
6. Enter the Email Address and Email Password, then click Continue.
If the BlackBerry Internet Service gives the following error: Invalid email address or password. Verify your email address and password. If the error persists, contact domain.com, select I will provide the settings.
7. Select POP/IMAP (Most common) .
8. Enter the Email Server and User name, then press Continue.
The email account should then be successfully added.
Note: In some cases, I will provide the settings may not appear. To force this option to appear, enter an invalid email address such as user@domain.com and an invalid password. Be sure to re-type the correct email and password once the advanced settings are made available.
To integrate a Post Office Protocol (POP) or Internet Message Access Protocol (IMAP) email account through advanced integration using the web login, complete the following steps:
Log in to the BlackBerry Internet Service account with the user name and password.
Click Set Up Email to begin the integration process.
Type the email address and the password in the Email address and Email Password fields, and click Next.
If there is an issue with integrating the email account, it will prompt to provide further information.
Manually provide the settings to integrate the email account by clicking the provide additional settings link.
Choose provide additional settings, identify the integration as either POP or IMAP and provide the advanced settings.
Note: In some cases, I will provide the settings may not appear. To force this option to appear, enter an invalid email address such as user@domain.com and an invalid password. Be sure to re-type the correct email and password once the advanced settings are made available.
Click Next.
When choosing to provide additional settings, select the Automatically detect my POP/IMAP email settings from Microsoft® Outlook®/Outlook® Express on my computer option and click Install and Detect.
Note: This feature requires Windows® Internet Explorer®.
Confirm the populated details and click Next.
A configuration window will appear if the email account was successfully added as a POP or IMAP integration.
Click Finish to return to the BlackBerry Internet Service Home screen, or click Add Another Account to integrate another email address.
Back to top
* Additional Information
If unable to integrate an email account successfully, see the following KB articles:
KB10453 for instructions on how to integrate a third-party email account using the BlackBerry smartphone
KB02858 for instructions on how to integrate a Microsoft Outlook Web Access account with a BlackBerry Internet Service account
If unable to receive email messages from an integrated email account on the BlackBerry smartphone, see the following KB articles:
KB02857 if unable to receive email messages from an integrated POP email account
KB10870 if unable to receive email messages from an integrated Microsoft® Outlook® Web Access account
KB10305 if unable to receive email messages from an integrated IMAP email account
KB10104 if unable to receive email messages from an integrated Yahoo!® account
| x |
- How to integrate iCloud contact, calendar, or email accounts on the BlackBerry 10 smartphone KB33812
KB33812 How to integrate iCloud contact, calendar, or email accounts on the BlackBerry 10 smartphone
Environment
BlackBerry 10 OS
Overview
Sync features that accompany iCloud and Apple ID accounts utilize IMAP, CalDAV, and CardDAV. These accounts can be integrated on the BlackBerry 10 OS.
To integrate an iCloud account that uses an iCloud.com email address:
From the home screen, swipe down from the top bezel and select Settings > Accounts > Add Account > Email, Calendar and Contacts.
Enter the @icloud.com email address and select Next.
Enter the @icloud.com email password and click Next.
Enable the items to be synchronized (Email, Contacts Calendar).
Select Done.
If iCloud is used for synchronization but an @icloud.com email address is not used, or is not enabled, calendar and contact sync can still be integrated on BlackBerry 10 OS and BlackBerry PlayBook OS, however to integrate these, advanced integration steps need to be used instead of the above steps. The email address associated with the Apple ID must be used. To integrate this method, use the steps below.
Note: If either an @me.com or @mac.com email address are being used, integrate as an @icloud.com address (i.e. Instead of using user01@me.com, use user01@icloud.com). Apple has aliased @me.com and @mac.com email addresses so they will still receive emails, but any outgoing email will appear as the @icloud.com domain.
To integrate an iCloud account that does not use an iCloud.com email address follow the below steps to:
Integrate iCloud contacts using CardDAV:
From the home screen, swipe down from the top bezel and select Settings > Accounts > Add Account > Advanced > CardDAV.
Enter Description (for example: iCloud or the iCloud.com email address).
Enter Username as the either the Apple ID or iCloud.com email address.
Enter Email Address as either the Apple ID or iCloud.com email address .
Enter Password as the Apple ID password.
Enter Server Address as contacts.icloud.com
Select desired Sync Interval from the drop-down menu.
Select Done.
Integrate iCloud calendar using CalDAV:
From the home screen, swipe down from the top bezel and select Settings > Accounts > Add Account > Advanced > CalDAV.
Enter Description (for example: iCloud or the iCloud.com email address).
Enter Username as either the Apple ID or iCloud.com email address.
Enter Email Address as either the Apple ID or iCloud.com email address .
Enter Password as the Apple ID password .
Enter Server Address as caldav.icloud.com or p03-caldav.icloud.com (If an error returns showing the device couldn't connect to p0#-caldav.icloud.com return to the Caldav setup screen and change the server name to reflect the unique number representing the # symbol. This number could be 1-9 depending on what the return message is. Example: p05-caldav.icloud.com or p04-caldav.icloud.com)
Select desired Sync Interval from the drop-down menu.
Select Done.
Integrate iCloud Email using IMAP:
From the home screen, swipe down from the top bezel and select Settings > Accounts > Add Account > Advanced > IMAP.
Enter Description (for example: iCloud or the iCloud.com email address).
Enter Display Name as the name that sent email will display from (for example: Justin Jones)
Enter Username as the iCloud.com or @me.com email address email address.
Enter Email Address as the iCloud.com or @me.com email address email address.
Enter Password as the Apple ID password .
Enter Server Address as imap.mail.me.com
Enter Port as 993
Under Encryption drop-down menu select SSL.
Enter SMTP Username as the iCloud.com or @me.com email address.
Enter SMTP Server Address as smtp.mail.me.com
Enter SMTP Port as 587
Select desired Sync Interval and Initial Retrieval Amount from the drop-down menus.
Select Done.
Note: If the iCloud Email account does not integrate using the above settings, complete the steps again, but under the SMTP Encryption drop-down list select Start TLS.
Additional Information
BlackBerry 10 OS does not support other iCloud sync services like Photos or Bookmarks.
For a related issue with iCloud on BlackBerry 10 OS, see KB34323.
| x |
- Unable to add an Outlook.com account to a BlackBerry 10 deviceKB35737
KB35737 Unable to add an Outlook.com account to a BlackBerry 10 device
Environment
BlackBerry 10 smartphone
Outlook.com
Hotmail.com
Live.com
Overview
Unable to add a Microsoft account (Outlook.com, Hotmail, Live.com etc.) on a BlackBerry 10 device. When advanced integration is used, the following error displays:
Your account information for account (<UserName@hotmail.com>) has changed or is incorrect. Update your login information or try again.
Cause
The Outlook.com account is set for two step verification, which means that an additional page is displaying when signing in from a device that is not trusted. This page prompts to enter a security code, which can be sent to a phone or an alternate email address.
BlackBerry 10 does not support two-step verification and requires a unique app password.
Resolution
Sign in to a Microsoft account.
On the top right corner click on the name of the user.
Select Account settings.
Under Overview click Security Info.
Under App passwords, tap or click Create a new app password.
A new app password is generated and appears on the screen.
Add the email account on a BlackBerry 10 smartphone using the app password displayed on the screen.
| x |
- Unable to integrate a Yahoo! Mail account on the BlackBerry smartphone, BlackBerry PlayBook, or BlackBerry 10 smartphone
KB13799 Unable to integrate a Yahoo! Mail account on the BlackBerry smartphone, BlackBerry PlayBook, or BlackBerry 10 smartphone
http://www.maketecheasier.com/secure-yahoo-account-with-second-sign-in/
Environment
BlackBerry Device Software 5.0
BlackBerry 6 and 7
BlackBerry PlayBook OS
BlackBerry 10 OS
Yahoo! Mail
Overview
A Yahoo! Mail account will not integrate with a BlackBerry Internet Service account.
On a BlackBerry smartphone running BlackBerry Device Software 5.0, or BlackBerry 6 or 7, the error message will be displayed as:
Invalid email address or password. Verify your email address and password. If the error persists, contact yahoo.com
On the BlackBerry PlayBook tablet or BlackBerry 10 smartphone the error message will displayed as one of the following:
Unable to find connection information. Please use Advanced setup.
or
Your login information for account (user@yahoo.com) has changed or is incorrect. Update your login information and try again.
Cause
Cause 1
The login information entered for the Yahoo! Mail account is incorrect.
Cause 2
The Yahoo! Mail account is inactive. This can happen if the account was not accessed for a period of four months.
Cause 3
The Yahoo! Mail account is expecting a CAPTCHA response.
Cause 4
The Yahoo! account authentication token has expired.
Cause 5
The Yahoo! profile indicates that the user is 13 years of age or younger.
Cause 6
Second sign-in verifcation is enabled on the Yahoo account.
Resolution
Cause 1
The login information entered for the Yahoo! Mail account is incorrect.
Resolution 1
Verify that the login information is correct by logging into Yahoo! webmail.
Cause 2
The Yahoo! Mail account is inactive. This can happen if the account was not accessed for a period of four months.
Resolution 2
Reactivate the Yahoo! Mail account. Contact Yahoo! for more information about reactivating the mail account.
Cause 3
The Yahoo! Mail account is expecting a CAPTCHA response.
Resolution 3
Login to the Yahoo! account via webmail to clear the CAPTCHA challenge.
Cause 4
The Yahoo! account authentication token has expired.
Resolution 4
Change the password to the Yahoo! account and wait a few minutes before attempting to integrate the Yahoo! account again.
Cause 5
The Yahoo! profile indicates that the user is 13 years of age or younger.
Resolution 5
Update Yahoo! profile to indicate correct birth date.
Cause 6
Second sign-in verifcation is enabled on the Yahoo account.
Resolution 6
Sign into your Yahoo account.
Select Settings.
Select Account Info.
Select App Password.
Under Generate new application password type a name such as BlackBerry
Select Generate Password.
Integrate the email address to the BlackBerry with the App Password.
Workaround
Cause 6
Second sign-in verifcation is enabled on the Yahoo! account.
Workaround
Disable Second sign-in verifcation on the Yahoo! account.
| x |
- The Email Setup application is missing from the BlackBerry smartphone KB10773
KB10773 The Email Setup application is missing from the BlackBerry smartphone
The Email Setup icon is not displayed on the Home screen or the Email Setup application is not found on the BlackBerry smartphone. In some cases Email Setup is accessible but it fails to launch when Internet Mail Account is clicked.
Cause
This issue might be caused by one of the following:
The Email Setup application is not installed on the BlackBerry smartphone.
The appropriate Service Books are not present on the BlackBerry smartphone.
The Email Setup icon may not appear when certain BlackBerry device themes are in use.
The feature is not currently supported by the wireless service provider.
The BlackBerry smartphone may not have a correct service plan.
Resolution
Cause 1
The Email Setup application is not installed on the BlackBerry smartphone. Complete one of the below steps to reinstall the Email Setup application to the BlackBerry smartphone.
Resolution 1
For Windows Computer
Download and install the latest version of the BlackBerry Desktop Software and BlackBerry Device Software on a Windows computer. For more information, please see KB12532.
Once the BlackBerry Desktop Software and BlackBerry Device Software have been installed, use the Applications tab in BlackBerry Desktop Software to install the Email Setup application. For instructions on installing applications with BlackBerry Desktop Software, please refer to the user guide.
For Mac Computer
Only the BlackBerry Desktop Software is required for installing the Email Setup application from a Macintosh computer.
Click here to download BlackBerry Desktop Software for Mac.
Once installed, refer to the user guide for instructions on installing applications using BlackBerry Desktop Software for Mac.
Cause 2
The appropriate Service Books are not present on the BlackBerry smartphone.
Resolution 2
Resend Service Books to the BlackBerry smartphone. For instructions, see KB02830.
Cause 3
The Email Setup icon may not appear when certain BlackBerry smartphone themes are in use.
Resolution 3
Change the BlackBerry smartphone theme to BlackBerry Dimension - Icon. To change the theme, complete the following steps:
Open the Options menu.
Click Theme.
Select BB Dimension-Icon and click Activate.
Once the Email Setup icon has been used, change back to the desired theme.
Note: If the T-Mobile Zen theme is active, the email setup option will be accessible from the T-Mobile browser.
Cause 4
The feature is not currently supported by the wireless service provider.
Resolution 4
Consult with the wireless service provider for the BlackBerry smartphone to confirm that they support this feature.
Cause 5
The BlackBerry smartphone may not have a correct service plan.
Resolution 5
Contact Wireless Provider to verify that correct service plan is enabled for BlackBerry Internet Service features
| x |
- Unable to integrate a Network Solutions hosted email account on the BlackBerry 10 smartphone KB34447
KB34447
username: [my email address@mydomain]
email address: [my email address]
server address: mail.[my domain name]
Port: 110
Use SSL: Off
SMTP Username: [my email address]
SMTP Server Address: smtp.[my domain name]
SMTP Port: 2525
SMTP Encryption: Off
Sync Interval: 15 minutes | x |
- Unable to access the Email Setup Application after a forced update KB26055
KB26055 Unable to access the Email Setup Application on a BlackBerry smartphone after a forced update
A white screen may display when accessing the email setup application ,the setup icon, and/or may be unable to select Options from the main Messages folder affecting BlackBerry smartphones.
Within the Setup application, clicking on Email Accounts and Internet Mail Account will loop back to the main Setup screen.
Workaround
Download and Install the latest BlackBerry Device Software from the mobile network carriers web portal into the PC.
Note: Before installing the BlackBerry Device Software, make sure that the BlackBerry Desktop Software is not running.
Step #1 To download the BlackBerry Device Software complete the following steps:
Visit http://na.blackberry.com/eng/support/downloads/download_sites.jsp
Select the appropriate service provider.
Click Download BlackBerry Device and Desktop Software.
Install the latest BlackBerry Device Software on the PC.
Complete the instructions on the screen.
After the package has been installed ,reboot the PC.
Step #2 How to install the email set-up using BlackBerry Desktop Software.
Using the BlackBerry Desktop Software connect the BlackBerry smartphone and back up the device.
Once the smartphone is connected click on applications.
Scroll through the applications and locate email set-up, select the + symbol.
Click apply on BlackBerry Desktop Software.
Workaround 2
Open the browser on the smartphone and type www.blackberry.com/integrate as a workaround to integrate the email accounts
Workaround 3
Note: The following workaround is intended only for BlackBerry 6 smartphones using a BlackBerry Internet Service data plan. (To determine the operating system version, selectOptions > Device > About Device Versions.)
Download and install the BlackBerry Internet Service Email Accounts/Setup application by navigating to the following URL using the web browser on the BlackBerry smartphone:
http://<brand>.blackberry.com/rest/EmailClient/
In the above URL, the E and the C in EmailClient are case sensitive.
Note: <brand> corresponds to the carrier name, e.g. (Verizon = vzw, ATT = mycingular, Rogers = rogers, T-Mobile = t-mobile). It may be necessary to contact the carrier to obtain the value for <brand> in the URL as this will vary.
| x |
- Set up Gmail on your BlackBerry 10 device using IMAP, CalDav and CardDav
BlackBerry 10 makes the email portion of the setup easy for Gmail accounts and has most of the info filled in already, so you'll just need to enter the following:
Description: Whatever you want to call the account
Display Name: Your name
Username: Your Gmail address
Email Address: Your Gmail address
On the bottom of the page you can choose your sync settings for email as well.
SMTP Username: username@gmail.com
Server Address: smtp.gmail.com
Port: 465
SMTP Encryption: SSL
Tap Next. You'll then be brought to Gmail to sign into your account. Enter your email address and password then tap Sign In.
On the next page tap Accept to allow the permissions. If everything was entered correctly your Gmail address will be added to your device.
How To Setup Calendar Using CalDAV
Go to Settings > Accounts. Tap Add Account then Advanced.
Choose CalDAV
Enter the following information:
Description: Name for your calendar
Username: Your Gmail address
Email Address: Your Gmail Address
Password: Your Gmail password
Server Address: www.google.com
Change the sync interval as you wish, then tap Done.
If all of your information was entered correctly your calendar will be added to your device.
How To Setup Contacts Using CardDAV
Go to Settings > Accounts. Tap Add Account then Advanced
Choose CardDAV
Enter the following information:
Description: Name for your contacts
Username: Your Gmail address
Email Address: Your Gmail address
Password: Your Gmail password
Server Address: www.google.com
Change the sync interval if you so desire, then tap Done. If all of your info was entered correctly your contacts will be added to the device. | x |
- Windows MSN Outlook Hotmail email account - App passwords and two-step verification
A. Open Windows Email account
- Click on Gear Icon (upper right corner beside account name) - Click Options OR
- Click Name - Click on Account Settings
B. Under 'Managing Your Account'
- Account Details (password, addresses, time zone)
C. Under 'Overview'
- Security Info or Edit Security Info - verify your account
D1. Check App Passwords
- Create a new app password
- Remove existing app passwords
a.)if none - go to Two-Step Verification
b.)if present - Click on Create a new app password
- verify account if needed/asked
- copy app password
- use app password as email account password on device. If it is not accepted, proceed to Two-Step verification
D2. Set up 'Two-step verification
- Click Next
- On how to receive verification code pull-down menu- choose phone
- Enter phone number
- Verify phone via - choose Text
- Click Next
- Enter verification code sent via Text
- Click Next
- Choose - I sync my Outlook.com email on a BlackBerry phone
- Copy app password
- Use app password as email account password on the device
- Click Next, Finish
http://account.live.com/APHelp
=======================
If you've turned on two-step verification, and you see an incorrect password error with an app or device, you'll need to get and enter a unique app password to sign in. Once you've signed in with your app password, you're all set to use that app or device. You'll need to create and sign in with a new app password for each app or device that can't prompt you for a security code.
The steps for generating a new app password are always the same:
Sign in to your Microsoft account.
Under Password and security info, tap or click Edit security info.
If you're prompted for a security code here, enter it and tap or click Submit.
Under App passwords, tap or click Create a new app password.
A new app password is generated and appears on your screen.
I sync my Outlook.com email on a BlackBerry phone
On your phone, go to Setup, and then choose Email accounts.
Visit your security info page online to get an app password.
On your phone, replace the password for your Microsoft account with the app password.
Tap Done.
=====================
Logon to your Microsoft email account via Outlook.com
Click the settings icon on the right (the little gear wheel)
Select "More mail settings"
Under "Managing Your Account," select "Account Details (password, addresses, time zone)"
Select "Security Info"
You will be prompted to verify your account because you will be accessing a sensitive section to enable what's called Two-Step Verification
Two-Step Verification [Cliff Notes]
You do NOT need to download an authenticator app
Instead of scanning the QRC code, select "I can't scan the bar code"
Ignore the Account Name and Secret Key. Below it, select "Skip"
On the next screen select, "I synch my mail with a Blackberry device" or similar link
On this screen, you will be given a password. This password does NOT change your original password used to access your account directly via Outlook.com. Think of it as a "middle-man" password, part of the two-step verification process. Write it down somewhere, but keep it secure...you need it again.
Go to your BlackBerry device and setup your Microsoft email account; BUT, instead of using your original password, input the "middle-man" password. Your device will accept it. Your BlackBerry is now synched to your Microsoft email again!!!!!
If you have any other devices that you synch with your Microsoft email, use the new "middle-man" password. This includes Microsoft Outlook (i.e., using the Hotmail Connector, etc.).
This two-step verification "middle-man" password can be changed anytime by going back to the email settings page via Outlook.com, but you'll need to input the brand new "middle-man" password into all accounts that you synch with your Microsoft mail account if you change it.
Your original password remains unchanged; but, only use it when directly accessing your account via Outlook.com. | x |
- How to control the length of time messages are saved on a BlackBerry 10 smartphone KB35614
KB35614 How to control the length of time messages are saved on a BlackBerry 10 smartphone
Environment
BlackBerry 10 OS
Microsoft ActiveSync
POP
IMAP
Overview
The method for controlling how long to keep messages on a BlackBerry 10 smartphone depends on the type of email account.
ActiveSync accounts
For Microsoft ActiveSync accounts, the Sync Timeframe / Days to Synchronize setting is used to control how long messages are kept on the smartphone and once messages are outside the specified timeframe, they will be removed from the BlackBerry 10 smartphone.
On a BlackBerry 10 smartphone, complete the following steps to change the number of days to keep messages for a Microsoft ActiveSync account:
Open Settings.
Select Accounts.
Select the Microsoft ActiveSync account.
Select Advanced.
Change the Sync Timeframe to the desired value (To keep messages forever set the value to Forever).
On a BlackBerry Enterprise Service 10 server, complete the following steps to change the number of days to keep messages for a Microsoft ActiveSync account:
Note: When a BlackBerry 10 smartphone is activated to a BlackBerry Enterprise Server, most settings for the work email profile are controlled by the BlackBerry Enterprise Service 10 server and cannot be edited on the BlackBerry 10 smartphone.
Note: The Days to Synchronize value in the email profile on BlackBerry Enterprise Service 10 sets the Sync Timeframe on the BlackBerry 10 smartphone.
Note: When modifying an existing email profile, the change will be applied to all users and groups that have been assigned that email profile.
Log in to the Administration Console for BlackBerry Device Service.
On the left side of the screen, select Profiles > Manage Email Profiles.
Select the email profile to modify.
Press Edit profile.
Select the Email profile settings tab.
Adjust the Days to Synchronize. This controls the number of emails initially synchronized and also controls the amount of time emails are kept on the device.
Press Save all.
POP and IMAP
For POP and IMAP accounts, the Initial Retrieval Amount is used to control how long messages remain on the smartphone.
Initial Retrieval Amount is only available under Advanced Settings when initially adding the account onto the smartphone.
In order to change this value for POP and IMAP accounts, do the following:
Delete the account from the smartphone.
Add the account back onto the smartphone and change Initial Retrieval Amount under the Advanced Settings.
Additional Information
The values to choose from when configuring Days to Synchronize or Sync Timeframe for a Microsoft ActiveSync account are the pre-defined values that the Microsoft ActiveSync protocol allows.
| x |
BlackBerry Link- How to perform a software update on a BlackBerry 10 smartphone KB34364
KB34364 How to perform a software update on a BlackBerry 10 smartphone
Environment
BlackBerry 10 smartphone
BlackBerry Link
Overview
Software updates for BlackBerry 10 smartphones can be performed using the following methods:
Note: It is advisable to backup the smartphone data to a computer using the BlackBerry Link software before upgrading the BlackBerry 10 OS. It is also advisable to have the BlackBerry smartphone connected to a power source while upgrading and with Wi-Fi enabled to avoid any data cost.
From the smartphone:
On the home screen of the BlackBerry 10 smartphone, swipe down from the top bezel.
Tap Settings > Software Updates.
Tap Check for Updates.
If an update is available, tap Update to start the update process.
When the software update has finished, a device restart will be required.
From BlackBerry Link version 1.0 to 1.1.1:
Ensure the computer is connected to the Internet.
Connect the BlackBerry 10 smartphone to the computer using a USB cable.
Launch BlackBerry Link.
At the bottom of the BlackBerry Link window, click the device to be upgraded.
In the Settings view in the left pane, click Install Update.
Important: Do not disconnect the device during the upgrade process.
From BlackBerry Link version 1.2:
Ensure the computer is connected to the Internet.
Connect the BlackBerry 10 smartphone to the computer using a USB cable.
Launch BlackBerry Link.
On the left hand side of the BlackBerry Link window, click the device to be upgraded.
Click Software Updates.
Click Check for Updates.
If a software update is available, click Install Update.
Important: Do not disconnect the device during the upgrade process.
For more information about updating the BlackBerry 10 smartphone, or to update the smartphone via the web, visit www.blackberry.com/update and look for the BlackBerry 10 OS heading.
Additional Information
See KB33526 for instructions on how to back up a BlackBerry 10 smartphone before performing a software update. | x |
- How to clean RELOAD the BB10 OS or PlayBook OS using BBLink KB34045
KB34045 How to clean reload the BlackBerry 10 OS or BlackBerry PlayBook OS using BlackBerry Link
BlackBerry Link version 1.2.0.28 (Windows):
Open BlackBerry Link.
Ensure the computer is connected to the Internet.
Power off the BlackBerry 10 smartphone or BlackBerry PlayBook tablet.
Connect the device to the computer via the USB cable.
Under the Devices heading, click the device name when it is displayed.
Click Preferences at the top-right.
Under the General heading, click Reload Device Software.
Click the Reload button.
BlackBerry Link version 1.2.0.17 (Mac OS):
Open BlackBerry Link.
Ensure the computer is connected to the Internet.
Power off the BlackBerry 10 smartphone or BlackBerry PlayBook tablet.
Connect the device to the computer.
Click the device name when it is displayed on the left.
Click the Reload button.
Note: If the device is not detected by BlackBerry Link, at the top of the screen in the menu bar, click BlackBerry Link > Preferences > Reload to complete the reload. | x |
- BACKUP and RESTORE BB-10 KB33526
KB33526 How to backup and restore data on the BlackBerry 10 smartphone using BlackBerry Link
Backing Up Data
To backup data on the BlackBerry 10 smartphone, complete the following:
BlackBerry Link 1.2 (for Windows):
Open BlackBerry Link.
Connect the device to the computer using the USB cable.
At the side of the screen, click the device.
Click Back Up & Restore.
Click Back Up Device.
BlackBerry Link 1.1.1 (for Mac OS)
Open BlackBerry Link.
Connect the device to the computer using the USB cable.
At the bottom of the screen, click the device.
Click the Settings (gear) icon. In the Settings view, in the left pane, click Back Up Now.
Note: The specific data to back up can be customized in the Settings view.
Restoring Data
To restore a backup file created from a BlackBerry smartphone running BlackBerry 10 OS or BlackBerry Device Software 5.0 or later, complete the following:
BlackBerry Link 1.2 (for Windows):
Open BlackBerry Link.
At the side of the screen, click your device.
Click Back Up & Restore.
Click Restore Device.
Do one of the following:
To restore all of the data in a backup file to the device, click a backup file.
To restore specific data in a backup file to the device, click a backup file. Clear the Restore all data check box. Select the check box beside one or more databases to restore
To restore data from a backup file that is not listed, click the Change Folder icon. Navigate to the .bbb file or .ipd file. Click OK.
Click Restore.
BlackBerry Link 1.1.1 (for Mac OS)
Open BlackBerry Link.
At the bottom of the screen, click the device.
Click the Settings (gear) icon.
In the Settings view, in the left pane, click Restore Data.
Click Restore from backup file.
Do one of the following:
To restore all of the data in a backup file to the device, click a backup file.
To restore specific data in a backup file to the device, click a backup file. Clear the Restore all data check box. Select the check box beside one or more databases to restore.
To restore data from a backup file that is not listed, click Open another backup folder. Navigate to the .bbb file or .ipd file. Click OK.
Click Restore Data.
| x |
- Identifying and troubleshooting issues with the BlackBerry Desktop Software or BlackBerry Link detecting a BlackBerry PlayBook or BlackBerry 10 smartphone connected via USB KB27424
KB27424 Identifying and troubleshooting issues with the BlackBerry Desktop Software or BlackBerry Link detecting a BlackBerry PlayBook or BlackBerry 10 smartphone connected via USB
Environment
BlackBerry Link
BlackBerry Desktop Software 6.0.2 to 7.1
BlackBerry PlayBook tablet
BlackBerry 10 smartphones
Windows
Overview
This article describes two very similar scenarios where BlackBerry Desktop Software or BlackBerry Link is unable to detect a BlackBerry PlayBook tablet or BlackBerry 10 smartphone connected via USB.
These scenarios both have multiple causes and resolutions. If one of the scenarios is being experienced, go through each possible Cause and refer to the Resolutions below for steps to resolve.
Scenario 1
The BlackBerry PlayBook tablet or BlackBerry 10 smartphone is not detected by the Windows operating system (does not appear in Windows Device Manager), and is therefore also not detected by BlackBerry Desktop Software or BlackBerry Link.
Note: To confirm if the Windows operating system is detecting the BlackBerry PlayBook tablet or BlackBerry 10 smartphone, see KB27679.
Scenario 2
The BlackBerry PlayBook tablet or BlackBerry 10 smartphone is detected by the Windows operating system (appears in Windows Device Manager), but the BlackBerry Desktop Software or BlackBerry Link does not detect the connected tablet or smartphone.
Cause
Scenario 1
The following can cause this issue:
The USB cable is not properly inserted into the BlackBerry PlayBook tablet or BlackBerry 10 smartphone.
There is an issue with the computer's USB port, USB cable or the Access to Storage setting is not set correctly.
The BlackBerry PlayBook tablet or BlackBerry 10 smartphone is not directly connected to the system.
The computer's BIOS has an update available to resolve USB related issues.
The message "Update Could Not Be Completed" or "cannot communicate with the connected device" is displayed in BlackBerry Desktop Software or BlackBerry Link.
Scenario 2
The following can cause this issue:
The BlackBerry PlayBook tablet or BlackBerry 10 smartphone is not directly connected to the system.
Power Management is enabled on the computer.
Selective Suspend is enabled on the computer.
User Account Control is disabled on the computer.
Administrative rights have not been correctly propagated to the BlackBerry Desktop Software or BlackBerry Link.
A personal firewall is blocking USB network connectivity to the BlackBerry PlayBook tablet or BlackBerry 10 smartphone.
Resolution
For Scenario 1:
Cause 1
The USB cable is not properly inserted into the BlackBerry PlayBook tablet or BlackBerry 10 smartphone.
Resolution 1
See KB28112.
Cause 2
There is an issue with the computer's USB port, USB cable or the Access to Storage setting is not set correctly.
Resolution 2
See KB28443.
Cause 3
The BlackBerry PlayBook tablet or BlackBerry 10 smartphone is not directly connected to the system.
Resolution 3
See KB28444.
Cause 4
The computer's BIOS has an update available to resolve USB related issues.
Resolution 4
See KB20598.
Cause 5
The message "Update Could Not Be Completed" or "cannot communicate with the connected device" is displayed in BlackBerry Desktop Software or BlackBerry Link.
Resolution 5
See KB26745.
For Scenario 2:
Cause 1
The BlackBerry PlayBook tablet or BlackBerry 10 smartphone is not directly connected to the system.
Resolution 1
See KB28444.
Cause 2
Power Management is enabled on the system.
Resolution 2
See KB13331.
Cause 3
Selective Suspend is enabled on the system.
Resolution 3
See KB28456.
Cause 4
User Account Control is disabled on the system.
Resolution 4
See KB28458.
Cause 5
Administrative rights have not been correctly propagated to the BlackBerry Desktop Software or BlackBerry Link.
Resolution 5
See KB28457.
Cause 6
A personal firewall is blocking USB network connectivity to the BlackBerry PlayBook tablet or BlackBerry 10 smartphone.
Resolution 6
See KB26745.
| x |
- BlackBerry 10 smartphone will not start up and displays an image with a link to www.bberror.com KB34545
KB34545 BlackBerry 10 smartphone will not startup and displays an image with a link to www.bberror.com
Environment
Blackberry 10 OS version 10.2.0.XXXX
Overview
The BlackBerry 10 smartphone will not startup and displays an image with the following URL:
www.bberror.com/bb10-XXXX
where XXXX is one of errors listed in the Cause field below.
Cause
The following errors can cause this issue:
0001 or 0002 - The currently installed BlackBerry 10 OS version is not supported on this smartphone.
0003 - A critical error was encountered while loading the BlackBerry 10 OS.
0004 - The currently installed radio software is not supported on the BlackBerry smartphone.
0005 - The BlackBerry 10 smartphone radio software is missing or invalid.
0015 - A fatal file system error was encountered.
0016 - A fatal file system error was encountered.
0017 - A fatal file system error was encountered.
Resolution
Note: Before completing the step below, download and install the latest version of BlackBerry Link at www.blackberry.com/blackberrylink.
Reload the BlackBerry 10 OS. See KB34045 for steps.
If the Blackberry 10 OS does not reload or displays the same symptoms, then it is recommended to bring the smartphone back to place of purchase for service.
| x |
- How to perform a clean uninstall of the BlackBerry Desktop Software or BlackBerry Link KB02206
KB02206 How to perform a clean uninstall of the BlackBerry Desktop Software or BlackBerry Link Environment
BlackBerry Desktop Software
BlackBerry Link
Overview
To install BlackBerry Desktop Software on a Windows based computer that had an earlier version of BlackBerry Desktop Software installed on it, complete the following two tasks. These tasks should also be completed if the BlackBerry Desktop Software installation or removal procedures did not complete successfully.
Complete the tasks in the order listed to do the following:
Remove all information related to the previous version of BlackBerry Desktop Software
Prepare the computer for a new installation of BlackBerry Desktop Software
Task 1: Uninstall BlackBerry Desktop Software or BlackBerry Link
For Windows 98, ME, 2000, and XP
Close the BlackBerry Desktop Software, if it is running.
Select Start > Control Panel > Add or Remove Programs.
Select BlackBerry Desktop Software and select Change/Remove.
On the InstallShield Wizard window, select the Remove option and click Next.
On the Uninstall Options window, select the Remove all user settings for BlackBerry Desktop Software check box.
On the Confirm Uninstall window, select OK.
On the InstallShield Wizard window, select Finish.
For Windows Vista and Windows 7
Close the BlackBerry Desktop Software, if it is running.
Select Start > Control Panel > Programs and Features.
Select Uninstall a program.
Select BlackBerry Desktop Software or BlackBerry Link and select Change/Remove.
On the InstallShield Wizard window, select the Remove option and select Next.
On the Uninstall Options window, select the Remove all user settings for BlackBerry Desktop Software check box.
On the Confirm Uninstall window, select OK.
On the InstallShield Wizard window, select Finish.
Task 2: Restart the computer
When the computer completes the restart process proceed with re-installation of the BlackBerry Desktop Software.
Note: While uninstalling BlackBerry Desktop Software if an error encounters or if the uninstall option is not available under Add or Remove Programs or Program and Features. Download a fresh copy of BlackBerry Desktop Software and double click to run it, since the Desktop Software is already installed on the same computer the option of Repair and Remove will be available at this point.
Additional Information
Tips for installing the BlackBerry Desktop Software
Turn off any anti-virus automatic file protection features before installing the BlackBerry Desktop Software.
If using Windows Vista, Windows 7, Ensure the current profile has administrative privileges. Alternatively, when ready to install the BlackBerry Desktop Software, right-click on the installation file and select Run As Administrator.
To perform a clean startup of Windows, please refer to Microsoft for general information on how and why to perform a clean boot of Microsoft Windows. Navigate to the Microsoft Help and Support website at http://support.microsoft.com/ and review the following articles:
Perform a clean startup to determine whether background programs are interfering with your game or program
How to configure Windows XP to start in a "clean boot" state
How to troubleshoot a problem by performing a clean boot in Windows Vista or in Windows 7
Internal Notes - RIM CONFIDENTIAL
Note: This section is for internal use only. Do not copy or distribute to end users, customers or other third parties.
Associates:
If the steps above have not resolved the issue, gather necessary information as per KB24112 and escalate the case to the next tier of support.
Analysts:
If a computer is in a broken state where the Desktop Software will not uninstall completely (errors presented) or the desktop software will not install with errors thrown after using these steps please consult the senior team for further troubleshooting steps or contact Rob Shortt.
If a clean uninstall of Roxio Media Manager for BlackBerry smartphones is required, see Roxio KB 000086CR , or visit the Roxio Support site and search for "Complete Uninstall of Creator 9 & 10 on Windows XP".
If further attempts to install or remove the BlackBerry Desktop Manager are unsuccessful, with references to old .msi packages, see KB04107 .
IMPORTANT - Do not archive or delete this KB article. It is a component of a web-based training course.
| x |
- Initial Setup for BlackBerry 10
http://www.phonearena.com/news/New-BlackBerry-10-screenshots-appear-showing-initial-set-up-default-apps-and-more_id38012#11- | x |
- How to generate logs using BlackBerry Link KB34114
KB34114 How to generate logs using BlackBerry Link
Environment
BlackBerry Link
BlackBerry PlayBook tablet
BlackBerry 10 smartphones
Windows
Mac OS
Overview
To obtain logs from a BlackBerry device using BlackBerry Link connect the device to the computer prior to completing the following steps.
For BlackBerry Link version 1.1.1 and earlier use the following steps:
Open BlackBerry Link.
Click the Gear icon.
Select the computer on the bottom of the window.
Click Creating Log Files or scroll down.
Select the Gather extra log information check box.
Click the Create log button.
For BlackBerry Link version 1.2 use the following steps:
Open BlackBerry Link.
On the side of the screen, click your computer.
At the top of the screen, click Preferences. [For Mac, from the menu bar, select BlackBerry Link > Preferences
Click Creating Log Files.
Select the Gather extra log information check box.
Click the Create log button.
Once completed, the generated log will be saved to the Desktop.
Additional Information
Logs can also be submitted directly from the BlackBerry 10 smartphone. For more information, see KB26038. | x |
- Troubleshooting Issues with BlackBerry Link Software On BlackBerry Smartphones KB35488
KB35488 Troubleshooting Issues with BlackBerry Link Software On BlackBerry Smartphones
Environment
BlackBerry 10 OS
BlackBerry Link
Description
The following information is intended for retail support representatives who are assisting customers with troubleshooting.
BlackBerry smartphone users may experience issues with BlackBerry Link. This article provides information to help troubleshoot BlackBerry Link issues.
Regarding use of BlackBerry Software: Individuals working in a retail support capacity may assist customers with updating, backing up, restoring and reloading their software by providing the appropriate KB, if applicable, and using customer’s hardware ONLY. In order to protect the privacy of customer data, only the BlackBerry Virtual Expert tool should be used.
Note: BlackBerry Desktop Software and BlackBerry Link are for customer use only.
General Troubleshooting
The first step in resolving a customer issue is to perform a physical inspection of the BlackBerry smartphone. For more information, see KB35521.
The following articles provide information to help with general troubleshooting:
KB35458 - Issues with connectivity between a BlackBerry smartphone and a computer
KB35459 - Issues with accessing files
KB35460 - Issues with multiple users
Advanced Troubleshooting
The following articles provide information to help with advanced troubleshooting:
KB34368 - Expected behavior of first time BlackBerry 10 smartphone synchronization using BlackBerry Link
KB33475 - Support for BlackBerry Link and BlackBerry Desktop Software on the same computer
KB26745 - BlackBerry Desktop Software or BlackBerry Link displays the message "Update Could Not Be Completed" or "cannot communicate with the connected device" when connecting to the BlackBerry 10 smartphone or BlackBerry PlayBook tablet via USB
KB27424 - Identifying and troubleshooting issues with the BlackBerry Desktop Software or BlackBerry Link detecting a BlackBerry PlayBook or BlackBerry 10 smartphone connected via USB
KB33527 - BlackBerry Link Wireless Sync will not work when the computer is connected through a VPN session
KB33535 - BlackBerry Link will not detect the BlackBerry 10 smartphone when connected using Wi-Fi
KB34383 - Calendar appointments are not displayed on the BlackBerry 10 smartphone after performing synchronization with BlackBerry Link
KB34573 - About security for the BlackBerry Remote File Access feature in BlackBerry Link
KB34704 - "Cannot create a temp file for the specified attachment" appears when opening attachments on a BlackBerry 10 smartphone
KB33859 - Accessing media on the BlackBerry 10 smartphone from a computer using USB without installing BlackBerry Link
KB33505 - How to backup data on the BlackBerry device
KB34045 - How to clean reload BlackBerry 10 OS or BlackBerry PlayBook OS using BlackBerry Link
KB33526 - How to backup and restore data on the BlackBerry 10 smartphone
KB33322 - How to migrate data from a BlackBerry smartphone running BlackBerry Device Software 5.0 and above to BlackBerry 10
KB34364 - How to perform a Software Update on the BlackBerry 10 smartphone
Additional Resources
For User Guides, Visual Demonstrations, and Tutorials, visit docs.blackberry.com. Under the BlackBerry Manuals & Help section, choose BlackBerry Manuals > Smartphones > BlackBerry smartphones. Choose the relevant BlackBerry smartphone model
Additional help may be found on the BlackBerry smartphone's Help application.
Searching for other possible solutions
If a solution is not found by using the information or articles linked above, use the following tips to effectively search the BlackBerry Knowledge Base for a solution:
Use the customer's words.
For example, BlackBerry will not turn on instead of The device will not boot or startup.
Use keywords and be straight to the point (avoid filler).
For example, When the BlackBerry has been turned off it will not turn on
Use quotes to search for an exact set of words.
For example, Application net_rim_bb_vvm is not responding finds many articles, but "Application net_rim_bb_vvm is not responding" finds only the article with the exact error.
Refine search results by entering another search in the Search Within search box or by selecting the applicable product from the Focus Your Results section in the left sidebar.
| x |
- How to migrate data from a BlackBerry smartphone running BlackBerry Device Software 5.0 and above to BlackBerry 10 KB33322
KB33322 How to migrate data from a BlackBerry smartphone running BlackBerry Device Software 5.0 and above to BlackBerry 10
Environment
BlackBerry 10 OS
BlackBerry Device Software 5.0
BlackBerry 6 to 7.1
Overview
There are two methods to transfer data from a BlackBerry smartphone running BlackBerry Device Software 5.0 or BlackBerry 6 to 7.1 to the BlackBerry 10 smartphone.
Method 1: Using a MicroSD card
Note: This method only applies for BlackBerry smartphones running BlackBerry 7 and later.
Prior to completing the following steps, ensure:
A MicroSD card is present in the BlackBerry smartphone running BlackBerry 7, and there is available space in which to create a backup file.
There is a power source to charge both BlackBerry smartphone models during the migration process.
There is no IT Policy in use that would inhibit the migration process (if activated on a BlackBerry Enterprise Server). If a Policy is in use, contact the IT Administrator for more information and a suggested method for migration.
On the BlackBerry smartphone running BlackBerry 7:
Open the Setup application.
Select Device Switch.
Select Using a Media Card.
Select Transfer Data.
Follow the prompts.
A message is displayed Transferring Saved Data, this indicates the data transfer to the media card is in progress.
Saved Data Transferred is displayed indicating that the data has been backed up to the media card.
Important: If BBM 7 and above is in use, the BBM contacts will not be stored in the backup file. The BBM contacts are associated with the BlackBerry ID that is in use on the BlackBerry smartphone. Log in with the same BlackBerry ID on the BlackBerry 10 smartphone in order to restore these contacts. For more information, see KB20554.
Remove the media card from the BlackBerry smartphone running BlackBerry 7 and place it in the BlackBerry 10 smartphone.
On the BlackBerry 10 smartphone:
Open the Setup application.
Select the Device Switch icon.
The media card will then be checked, and instructions will be displayed.
Follow the on-screen instructions.
When the process is completed, a list of items that have been transferred will be displayed.
Method 2: Using BlackBerry Link
Note:
This method requires a PC or Mac computer with BlackBerry Link installed.
BlackBerry Link only supports BlackBerry PlayBook tablets and BlackBerry 10 smartphones, with the exception of the initial data migration from a BlackBerry smartphone running BlackBerry Device Software 5.0 or BlackBerry 6 to 7.1 to the BlackBerry 10 smartphone.
BlackBerry Link is available from www.blackberry.com/blackberrylink and is able to run simultaneously with BlackBerry Desktop Software for easy migration to BlackBerry 10.
BlackBerry 10 smartphones will provide an option for auto-install of BlackBerry Link when connected to a computer (Mac and Windows)
Prior to using BlackBerry Link for migration, ensure that:
BlackBerry Link is installed on the PC or Mac computer that will be utilized for the migration.
Both BlackBerry smartphone models are detected and can connect to BlackBerry Link on either the PC or Mac computer.
Follow the below steps for transferring data using BlackBerry Link:
Connect the BlackBerry smartphone running BlackBerry Device Software 5.0 or BlackBerry 6 to 7.1.
Select the name of the previous BlackBerry smartphone at the bottom.
A page will be displayed with a message that the device is not supported by BlackBerry Link, on the same page select Transfer Data.
On the next page, click Next. The data from this BlackBerry smartphone will then begin to backup.
Once the backup is complete, BlackBerry Link will prompt for the new device to be plugged in. Unplug the smartphone and plug in the BlackBerry 10 smartphone.
The screen will appear stating that the data is being transferred.
Once completed, unplug the BlackBerry 10 smartphone as it is ready for use.
If the previous smartphone is not available, a backup file can be used. Complete the following steps to migrate data using a backup file to the Blackberry 10 smartphone.
Note: This option is only available on Windows based computers at this time.
Connect the BlackBerry 10 smartphone to the computer using the USB cable.
At the bottom of the BlackBerry Link screen, press the up arrow to the right of the name of the BlackBerry 10 smartphone.
Select Restore > Restore from backup file > Legacy Device Backup Files.
Select the desired backup file.
Select the data to restore to the BlackBerry 10 smartphone. To restore all supported data, select the Restore all data check box.
Note: For a description of the BlackBerry smartphone databases, refer to KB03974.
Click Restore.
Additional Information
Note: The following data will not be migrated:
Notification Profiles
BlackBerry ID
Paired Bluetooth devices
BIS-integrated email accounts (sent or received emails)
Data associated with a BlackBerry Enterprise Server
Facebook/Twitter/LinkedIn
Installed applications
Custom auto-text (word substitution)
For more information regarding data not transferring during migration, refer to KB33523.
| x |
- BlackBerry Desktop Software cannot detect the BlackBerry smartphone when it is connected via USB KB28443
KB28443 BlackBerry Desktop Software cannot detect the BlackBerry smartphone when it is connected via USB
Environment
BlackBerry Desktop Software (Mac OS)
BlackBerry Desktop Software (Windows)
Overview
After connecting the BlackBerry smartphone to a USB cable connected to a Mac or Windows computer the BlackBerry smartphone is not detected.
Cause
There may be a problem with the USB port or the USB cable.
Cause 1
The USB port is not providing a suitable connection to the operating system.
Cause 2
The USB port is not providing sufficient power to sustain the devices connected.
Cause 3
The USB cable is not providing a suitable connection to the USB port.
Resolution
Cause 1
The USB port is not providing a suitable connection to the operating system.
Resolulion 1
Try another USB port on the computer. If using a desktop be sure to use a port on the back of the computer. If using a laptop use a port on the back of the laptop, or try a USB port on the opposite side of the laptop. If the laptop is on a docking station, connect the USB cable to the USB port on the laptop itself and not the USB port of the docking station.
Cause 2
The USB port is not providing sufficient power to sustain the devices connected.
Resolution 2
It may also be necessary to remove any USB peripherals such as a USB printer or scanner in order to supply the necessary voltage to the USB channel.
Cause 3
The USB cable is not providing a suitable connection to the USB port.
Resolution 3
If after using another USB port the BlackBerry smartphone is still not detected by the Mac or Windows computer then the USB cable may be either defective or incorrect. Some USB cables only allow for the smartphone to charge and will not allow for data transfer, which causes the computer to not detect the smartphone when it is connected.
Additional Information
Note: Follow KB00125 for more information BlackBerry Smartphones not being detected on BlackBerry Desktop Software. | x |
- BlackBerry Link fails to sync contacts to the BlackBerry 10 smartphone with error "Failed to commit changes to device." KB35456
KB35456 BlackBerry Link fails to sync contacts to the BlackBerry 10 smartphone with error "Failed to commit changes to device."
Environment
BlackBerry Link
BlackBerry 10 smartphones
JI 575492
JI 601351
JI 623657
Overview
When attempting to sync contacts to the BlackBerry 10 smartphone using BlackBerry Link, the sync fails with:
Failed to commit changes to device
The following Desktop.log log lines shown below will help with identifying this issue:
23:09:33.095|DEBUG|52|Rim.Desktop.DataSync.PiSynchFacade.|0| SyncApi.Error event - code: 18022
23:09:33.097|DEBUG|52|Rim.Desktop.DataSync.PiSynchFacade.|0|SyncApi.Error event - description: Failed to commit changes to device.
23:09:33.124|ERROR|1|Rim.Desktop.DataSync.PiSynchFacade.|0|Received error (isError=True) from iAnywhere: Failed to commit changes to device.
23:09:33.127|WARN |1|Rim.Desktop.DataSync.PiSynchFacade.|0|Cancel sync operation
23:09:33.142|INFO |12|Rim.Desktop.Shell|0|An notification message added. Title: Sync was unsuccessful
23:09:33.142|DEBUG|12|Rim.Desktop.Shell|0|Notification Message: Failed to commit changes to device.
23:09:33.142|DEBUG|12|Rim.Desktop.Shell|0|Notification Summary: Sync was unsuccessful
Cause
BlackBerry Link encounters an error when writing a record to the BlackBerry smartphone.
Workaround
In some cases, deselecting Calendar and synchronizing Contacts only or deselecting Contacts and synchronizing Calendar, may result in a successful synchronization.
To work around this issue identify the records that are causing issues with BlackBerry Link and then delete those records.
This work around involves the following tasks:
Enable debug logging in BlackBerry Link
Reproducing the error and generate BlackBerry Link logs
Identifying the problematic record from the Desktop.log
Deleting the problematic record
Disabling BlackBerry Link debug logging
Enable Debug Logging in BlackBerry Link
Warning/Recommendation: This will involve modifying the Windows Registry. It is recommended to back up the registry prior to any modifications, for details refer to http://support.microsoft.com/kb/322756.
To enable debug logging, download the Registry Key file here or manually add it as follows:
Close BlackBerry Link.
Open the registry editor.
Navigate to HKEY_CURRENT_USER\Software\Research In Motion\BlackBerry\Synchronize.
Right-click on the Synchronize folder and select: New > DWORD [if available select DWORD (32-bit)].
Name this entry RecordLimitForPostOverride
Double-click this new entry, set the Value data = 1 & Base = Hexadecimal
Close the Registry Editor.
Reproduce the error and generate the BlackBerry Link logs
Reproduce the error failed to commit changes to device
Generate the BlackBerry Link logs, via Preferences > Creating Log Files > Create Log
The Log file once generated will appear as a .zip file on the Desktop.
Identifying the problem record from the Desktop.log contained in the .zip Log file
Open the .zip log file generated by BlackBerry Link.
Within the .zip log file, open Desktop.log
Within Desktop.log search for the phrase Outgoing payload
For example:
11:06:30.152|ERROR|96|Rim.Desktop.DataSync.DeviceDbAccess|0|[SyncDataChannel::SendPutRecordRequest] Outgoing payload:
11:06:30.152|ERROR|96|Rim.Desktop.DataSync.DeviceDbAccess|0|[SyncDataChannel::SendPutRecordRequest] [{"sync_id":"c27352c2-d953-4a9d-ae57-5a6075429570","folder_id":1,"subject":"Work%20%2811am%20-%207:30pm%29","location":"Building%205","busy_status":2,"original_start_time":"2008-08-14%2014:00:00","parent_id":310}]
In this example, the problematic record is an event with:
Subject = "Work (11am - 7:30pm)"
Location = "Building 5"
Delete The Problem Record Identified
Delete all instances of the problematic record identified using the steps above.
Note: BlackBerry Link only reports one problematic record at a time and therefore if the software encounters problems with multiple records then it will be necessary to repeat tasks 2 through 4 until BlackBerry Link no longer reports the error failed to commit changes to device.
Disable debug logging in BlackBerry Link
When BlackBerry Link no longer reports the error failed to commit changes or you no longer wish to continue debug logging, perform the following steps:
Close BlackBerry Link.
Open the Registry Editor.
Navigate to HKEY_CURRENT_USER\Software\Research In Motion\BlackBerry\Synchronize
Delete the DWORD RecordLimitForPostOverride entry.
Close Registry Editor. | x |
 System Requirements of BlackBerry Link for Mac Computer software
Mac OS 10.7 or later
iTunes 10 or later for music and video synchronization
iPhoto version 9 (iLife ’11) or later to import your pictures and videos
An active Internet connection
BlackBerry smartphones
A BlackBerry smartphone running BlackBerry 10 OS
A media card (optional)
BlackBerry PlayBook tablets
A tablet running BlackBerry PlayBook OS 2.1
| x |
- System Requirements of BlackBerry Link for Windows
Hardware
Intel compatible 1GHz or higher processor
512 MB of RAM
USB 1.1 or higher USB port
Screen resolution of 1024x768 or greater
100 MB of free hard disk space for typical installation
Software
Windows XP SP3 or later, Windows Vista, Windows 7, Windows 8
Microsoft .NET Framework 3.5 SP1 or an active Internet connection
iTunes 10.1 or later or Windows Media Player 11 or later for music synchronization
Microsoft Outlook 2003, 2007, 2010 - 32 bit, 2010 - 64 bit, 2013 (BlackBerry Link version 1.0.1 or later)
BlackBerry smartphones
A BlackBerry smartphone running BlackBerry 10 OS
A media card (optional)
| x |
- How to load software onto a BlackBerry 10 smartphone or BlackBerry PlayBook in a broken state KB27366
KB27366 How to load software onto a BlackBerry 10 smartphone or BlackBerry PlayBook in a broken state
Environment
BlackBerry 10
BlackBerry PlayBook
BlackBerry Link
BlackBerry Desktop Software 7.1
BlackBerry Desktop Software 2.4 (Mac OS)
Overview
For BlackBerry internal use only. Not for external distribution.
Note: This Knowledge Base article is only to be used when another Knowledge Base article specifically states to follow these procedures and all required information has been collected, otherwise, the steps in this Knowledge Base article are not to be performed.
Continue to escalate all undocumented issues.
BlackBerry 10 smartphones and BlackBerry PlayBook Tablets version 2.1 or later
Ensure that BlackBerry Link is installed on the PC or Mac OS
Ensure the computer has an Internet connection.
Launch the BlackBerry Link Software.
Note: A backup of the BlackBerry device should be tried before a reload.
Turn off the BlackBerry device. Make sure there are no flashing LEDs and that the LCD is not still being lit by the backlight. If there are any flashing LEDs, hold the power button for 15 seconds until the LEDs stop.
Connect the BlackBerry device to the computer.
When prompted with Cannot communicate with device, click Restore or Reload and then click yes allow the update to be downloaded and installed on the BlackBerry device.
If the restore button is not seen press the vertical dots in the lower right corner of BlackBerry Link and select disconnected device. Highlight the disconnected device you are working with and attempt steps 4 to 6 again.
Warning: If the BlackBerry PlayBook user is travelling outside of the country, this software reload will result in applications not available in that region to no longer be available for the BlackBerry PlayBook, see KB27203 for more information.
Note: If you you are using this article to reload a BlackBerry PlayBook tablet you may use Desktop Software 7.1 for PC or Desktop software 2.4 for Mac if the customer has it already installed. If they do not please use BlackBerry Link.
PlayBook Tablets using Desktop Software 7.1 or Desktop Software 2.4 for Mac
Ensure that BlackBerry Desktop Software 7.1 is installed on your PC or BlackBerry Desktop Software 2.4 (Mac OS)
Ensure the computer has an Internet connection.
Launch the BlackBerry Desktop Software.
Note: A backup of the BlackBerry PlayBook should be tried before a reload.
Turn off the BlackBerry PlayBook. Make sure there are no flashing LEDs and that the LCD is not still being lit by the backlight. If there are any flashing LEDs, hold the power button for 15 seconds until the LEDs stop.
Connect the BlackBerry PlayBook to the computer.
When prompted with BlackBerry Desktop Software cannot communicate with the connected device, click Update and then click Repair allow the update to be downloaded and installed on the BlackBerry PlayBook.
Warning: If the BlackBerry PlayBook user is travelling outside of the country, this software reload will result in applications not available in that region to no longer be available for the BlackBerry PlayBook, see KB27203 for more information.
| x |
BlackBerry ID- BlackBerry ID KB23716
KB23716
To access BlackBerry ID settings on a BlackBerry 7 Smartphone, follow the steps below:
1. From the home screen on the smartphone, open Options.
2. Select Device > BlackBerry ID. | x |
- How to confirm a BlackBerry ID username KB28684
KB28684
Environment
BlackBerry 7 to 7.1
BlackBerry PlayBook tablet
BlackBerry ID
Overview
If the email address (username) used to create a BlackBerry ID is forgotten, complete the following steps:
On a BlackBerry smartphone running BlackBerry 7 or BlackBerry 7.1:
From the home screen of the BlackBerry smartphone, go to Options > Device > BlackBerry ID
The BlackBerry ID username will be located in the Username field
On a BlackBerry PlayBook tablet:
Navigate to the Options icon.
Select BlackBerry ID.
The BlackBerry ID username will be displayed under BlackBerry ID Information.
If the BlackBerry ID screens listed above cannot be accessed, complete the following:
From a computer, visit http://www.blackberry.com/blackberryid.
Click Reset your password.
Enter the email address believed to be the BlackBerry ID Username, complete the CAPTCHA phrase and click Submit.
If the BlackBerry ID exists, one of the following will occur:
A prompt is displayed to enter the answer to the password recovery question (if previously configured).
The following message is displayed: A password reset email has been sent to user01@example.com.
If the BlackBerry ID does not exist, the following message will be displayed: Enter a valid BlackBerry ID username.
Additional Information
The above process will confirm that the BlackBerry ID Username exists. If the password is also unknown please access the password reset email to complete the reset process. See KB26361 for detailed instructions. | x |
- How to create a BlackBerry ID KB24062
KB24062
To create a BlackBerry ID from a computer, complete the following steps:
Note: It is recommended that the email address used for the Username, can be accessed through a computer browser to keep record of account notification emails.
From a computer, browse to www.bbid.com and click the link to Create a BlackBerry ID online.
Complete the required fields on the BlackBerry ID - Signup page, then click Submit.
Note:
The Screen Name is a unique display name used to provide a way to identify the BlackBerry user's presence in various BlackBerry products and services without revealing any personal information (for example: When writing a review for an application in BlackBerry World).
The Username is the BlackBerry ID account login name as well as the account's associated email address.
When creating a BlackBerry ID, the Password cannot match the Password Recovery Question or Answer.
A confirmation message will be displayed advising that the BlackBerry ID has been created successfully, click OK to continue. This will also send a confirmation email to the email address used for the accounts Username.
As part of the BlackBerry ID creation process, an email will be sent asking to validate the email address used as the BlackBerry ID Username. To validate the email address, click the link within the email message and when prompted enter the BlackBerry ID password.
| x |
- How to confirm a BlackBerry ID account KB34137
KB34137
Environment
BlackBerry ID
Overview
To confirm the email address associated to the BlackBerry ID account, complete the following:
Visit www.blackberry.com/blackberryid from any browser.
Select Sign in.
Enter the BlackBerry ID Username (email address) and Password, then click Sign In.
Select Account Details.
Under Email Status select the Confirm my email link and then OK.
Log in to the email account and access the email from donotreply@blackberry.com with a subject of Confirm your BlackBerry ID email address.
Within the email select the confirm your email address link.
Enter the BlackBerry ID password and select Submit.
When completed, Thank you for confirming your BlackBerry ID is displayed.
Additional Information
To see if a BlackBerry ID account is confirmed, log in, select Account Details and locate the Email Status field.
| x |
- Change or reset the BlackBerry ID password KB26361
KB26361
Environment
BlackBerry smartphones
BlackBerry 10 OS
BlackBerry 6 to 7
BlackBerry PlayBook tablet
4G LTE BlackBerry PlayBook
BlackBerry ID
Overview
To change the BlackBerry ID password, complete the steps below for the specific device:
From the BlackBerry 10 smartphone:
Swipe down from the top bezel on the home screen and select Settings.
Scroll down and select BlackBerry ID.
Select Change Password.
Enter the current password in the Current BlackBerry ID Password field.
Enter the new password in the New BlackBerry ID Password and Confirm New Password fields.
Select Submit to complete the password change.
To confirm the change You have changed your password will be displayed.
Also, if the BlackBerry ID password has been forgotten, select Forgot Password on the smartphone and answer the recovery question to generate a password reset email. Follow KB28685 to complete this process.
Note: When using the recovery question password reset method, the generated email will be delivered to the BlackBerry 10 smartphone if the BlackBerry ID email address has been setup via Settings > Accounts
From a computer:
Visit http://www.bbid.com/ from a PC or BlackBerry smartphone browser.
Click Log in.
Enter the BlackBerry ID Username (email address) and password, then click Sign In.
Click Account Details.
Next to Password, click Edit.
Enter in the current password, followed by the new password. Enter the new password again in the confirm password field, then click Save.
Click Done to exit from the BlackBerry ID account information screens.
From the BlackBerry smartphone running BlackBerry 6:
Navigate to Options > Third Party Applications > BlackBerry ID.
Click on Change next to BlackBerry ID Password.
Enter in the current password, followed by the new password. Enter the new password again in the confirm password field, then click OK.
A confirmation message will display Your password has been successfully changed.
Click OK.
From the BlackBerry smartphone running BlackBerry 7:
Navigate to Options > Device > BlackBerry ID.
Click on Change next to BlackBerry ID Password.
Enter in the current password, followed by the new password. Enter the new password again in the confirm password field, then click OK .
A confirmation message will display Your password has been successfully changed.
Click OK.
From the BlackBerry Playbook tablet:
Navigate to the Options icon.
Select BlackBerry ID.
Click on the Edit button next to Change Password.
Enter in the current password, followed by the new password. Enter the new password again in the confirm password field, then click Submit.
A confirmation message will display You have changed your password.
Click OK.
If the password for a BlackBerry ID account has been forgotten and the login is unsuccessful, use the following process to reset the password.
Note: If the BlackBerry ID account is not confirmed, it is necessary to provide the answer to the password recovery question as part of the web based password reset flow. To see if a BlackBerry ID account is confirmed, login to the BlackBerry ID account, select Account Details and locate the Email Status field. For instructions on confirming the BlackBerry ID account follow KB34137.
To generate a password reset email, complete the following:
Browse to the following URL using a desktop browser, the Browser on the BlackBerry smartphone or the Browser on the BlackBerry PlayBook: http://blackberryid.blackberry.com/bbid/recoverpassword
Enter the BlackBerry ID Username (email address) and the CAPTCHA characters, then click Submit.
Enter the Answer to the Password Recovery Question, then click OK. (Answering the recovery question is only required if the BlackBerry ID account is not confirmed)
A confirmation message will be displayed A password reset email has been sent to email@domain.com , at which point, a reset email will be delivered to the associated email address inbox.
Login to the email account associated to the BlackBerry ID using the desktop browser, BlackBerry Browser on the BlackBerry smartphone or the browser on the BlackBerry PlayBook.
Locate the password reset email and select the Change your BlackBerry ID password link.
Note: The BlackBerry ID reset email will come from bbidpw-donotreply@blackberry.com If the email is not found in the inbox, check the Spam or Junk folder.
When the password reset page loads, enter the Answer to the Password Recovery Question, enter the New Password, Confirm Password, then click Submit.
Note: Answering the recovery question is only required if the BlackBerry ID account is not confirmed.
A confirmation message will display once the changes have been saved successfully.
Moving forward use the newly created password whenever logging into BlackBerry ID.
Note: If the BlackBerry ID email address is a BlackBerry mail address (e.g. <username>@tmo.blackberry.net), the BlackBerry ID password reset email will not be received on the BlackBerry smartphone. Since the BlackBerry mail address is not accessible from a computer, the steps outlined in KB28111 will need to be performed.
Additional Information
For recommendations on creating a password, see KB24331
Once this process has been completed please attempt to login to the BlackBerry ID account. For information on the BlackBerry ID lockout behavior, see KB24157
If the link to reset the password is not shown / visible in the email, it may be an issue with webmail inbox's HTML formatting. Try saving the email to a file and opening with a web client such as Microsoft Outlook.
If the BlackBerry ID password is forgotten and the email address for the BlackBerry ID is no longer accessible (Such as and ISP change or deleted email account) a new BlackBerry ID would need to be created. See KB24062 to create a new BlackBerry ID.
| x |
- BlackBerry ID lockout behavior KB24157
KB24157
BlackBerry ID is the master key to BlackBerry smartphone products, sites, services and applications, including BlackBerry Protect and the BlackBerry App World storefront.
To prevent unauthorized access to the account, the BlackBerry ID will become locked out after a number of failed attempts. See the information below for an outline on the expected behavior:
Local Authentication Lockout
On BlackBerry PlayBook and BlackBerry smartphones if the user enters their BBID password incorrectly 10 times on the BBID sign in screen, verify password screen, or BBID Edit screens, they are LOCKED OUT of all the following functions on that BlackBerry device for 15 minutes:
Authenticating with their BlackBerry ID on the sign in screen
Authenticating with their BlackBerry ID on the verify password screen
Authenticating with their BlackBerry ID on the BBID edit screens
Note: The user can still log in on the web or any other devices associated with their BlackBerry ID. They are only locked out on the device where the 10 incorrect attempts occurred. On the locked out device, after 15 minutes, they get 1 try to provide the correct password on the sign in and/or verify password screens. If they fail to enter the correct password, they are locked out for an additional 15 minutes on that device.
Account Server Lockout
Users have total of 10 attempts to enter their password correctly against the BlackBerry ID Account Server.
The scenarios that increment the Account Server lockout counter are as follows:
Providing an incorrect password anywhere on the BlackBerry ID web portal (blackberry.com/blackberryid)
Providing an incorrect password within the BlackBerry ID Edit feature on any BlackBerry device or BlackBerry PlayBook
Note: if a user provides an incorrect password 5 times on the BlackBerry ID web portal (blackberry.com/blackberryid), and then 5 more times on the BlackBerry ID Edit feature on their BlackBerry PlayBook, the cumulative number of failed attempts is 10. Once the user has made 10 incorrect attempts to provide their password against the Account Server, they are locked out of the Account Server PERMANENTLY until they reset their password.
See KB26361 for information to reset a BlackBerry ID password
Note: The Account Server Lockout does NOT prevent the user from local authenticating on devices (the user can still authenticate on the sign in and verify password screens on their BlackBerry devices).
Forgot Password Lockout
If the user answers their Security Question incorrectly 10 times, they are locked out for 15 minutes of Forgot Password functionality on all interfaces such as:
BlackBerry website (blackberry.com/blackberryid)
BlackBerry PlayBook
BlackBerry smartphone
Note: After 15 minutes, they get 1 try, and if they fail to answer the question correctly, they are locked out for an additional 15 minutes.
| x |
- Expectations when using the same BlackBerry ID on multiple devices KB28543
KB28543
Environment
BlackBerry ID
BlackBerry PlayBook
Overview
BlackBerry ID is designed to allow a convenient and secure method to authenticate the identity across various BlackBerry related products and services. This allows for seamless transferring and sharing of information across the products or services that the account has been authorized for. (Example: A user can have the same BlackBerry ID authenticated to a BlackBerry smartphone and a BlackBerry PlayBook to share billing information for purchases with BlackBerry App World.)
Due to this sharing of information, it is not recommended to share a BlackBerry ID between multiple users.
If a BlackBerry ID is associated to multiple devices of the same product lines (for example, the same BBID used on two BlackBerry PlayBook tablets or two BlackBerry smartphones), the following behaviours are to be expected:
BlackBerry App World
When going into My World to download or purchase an application, change payment information, or manage the account details, a prompt to change the PIN associated to the account will be presented each time another device with the same BlackBerry ID attempts to connect to the BlackBerry App World account.
Note: There is a maximum of 15 (unique) device swaps per product line allowed in one year. Contact the service provider if the maximum number of device swaps has been reached in error.
BlackBerry News
Subscriptions will be synchronized across all authorized devices.
BlackBerry Internet Service (smartphones only)
The BlackBerry Internet Service (BIS) account is linked to the carrier billing identifier (SIM, ICCID, IMSI and MSISDN are common billing identifiers). Therefore if a different billing identifier (SIM) and different smartphone is used a new BIS account will be created and each smartphone will manage their own email addresses associated to each smartphone. This means that if a BlackBerry smartphone user has 2 devices and 2 billing identifiers (SIMs), 2 separate BIS accounts will be required, and any email address will need to be integrated on each BIS account separately.
For more information on moving email accounts with the BlackBerry Internet Service, see the "BlackBerry smartphone" section of the BlackBerry Internet Service User Guide located here.
BlackBerry Protect (smartphones only)
Each smartphone using the same BlackBerry ID will maintain its own backups/information in the BlackBerry Protect management site.
All smartphones associated to the same BlackBerry ID can be managed in the BlackBerry Protect management site by anyone who has the BlackBerry ID login information.
Video Chat (tablets only)
Video Chat requests will ring to all actively connected PlayBooks that are using the same BlackBerry ID.
Only one of the PlayBooks can accept the incoming call. Once an active call is established, no other Video Chat requests will come through until the first call has ended.
For more information, see KB26851.
BlackBerry Messenger (smartphones only)
BlackBerry Messenger contacts will be associated to the BlackBerry ID account to allow for seamless restore. Note: Contacts stored on a BlackBerry smartphone running a version of BBM earlier than BBM7 will not be associated with the BlackBerry ID, but instead will use only the PIN numbers to manage contacts. These devices are independent of the BlackBerry ID and will not prompt for device switches in the setup process.
It is not recommended to share the BlackBerry ID account with other users.
If the BlackBerry ID has been shared with another user, issues may be experienced with accessing BlackBerry Messenger and/or the device may restore the other user’s contacts.
| x |
- How to reset the BlackBerry ID password using the password recovery question KB28685
KB28685
Environment
BlackBerry ID
BlackBerry smartphones
Overview
From the BlackBerry ID login screen on the smartphone select Forgot Password.
Enter the BlackBerry ID Username and select OK.
Enter the answer to the password recovery question and select OK.
A confirmation will display Your BlackBerry ID Password Recovery email has been sent to email@domain.com or Instructions for resetting your password have been sent to your email address.
Access the associated mailbox, locate the password reset email, and select the Change your BlackBerry ID password link.
Note: The BlackBerry ID reset email will come from donotreply@blackberry.com. If the email is not found in the email account inbox, check the Spam or Junk folder
When the password reset page loads, enter the New Password, Confirm Password, then click Submit.
A confirmation message will display once the changes have been saved successfully.
Moving forward use the newly created password whenever logging into the BlackBerry ID.
| x |
- How to delete the BlackBerry ID KB25464
KB25464
Environment
BlackBerry ID
Overview
BlackBerry ID account management has been designed to be a self-service option. In order to delete the BlackBerry ID, the original confirmation email that was sent to the email address used as the BlackBerry ID Username when the account was created must be accessible. The email message contains a link which allows for account deletion.
To delete the BlackBerry ID, open the original confirmation email (example message in Additional Information section below) and look for the following line:
If you did not create or do not recognize this account, please click here to delete this BlackBerry ID.
Click the here link as directed in the message, then follow the steps to delete the BlackBerry ID.
IMPORTANT: Once the BlackBerry ID account has been deleted, the information associated with the account will be lost and is not recoverable. This includes, but is not limited to, the following:
BlackBerry App World purchases
BBM contacts (when using BBM 7.0 or higher for BlackBerry smartphones or BBM for Android and iPhone)
BlackBerry Protect information and backup data
BlackBerry 10 smartphone backups created while using the deleted BlackBerry ID (these can no longer be restored to the device)
BBM Music subscriptions
BlackBerry News RSS subscriptions
Email accounts associated with a BlackBerry Internet Service account that uses the deleted BlackBerry ID (on BlackBerry smartphones running BlackBerry 7).
Note: Email accounts can be re-associated through a new BlackBerry ID.
Additional Information
The following is an example of the original email message sent to the email used as the BlackBerry ID Username when the BlackBerry ID was created:
From: "donotreply@blackberry.com"<donotreply@blackberry.com>
Subject: Your BlackBerry ® ID has been created
Body:
Your BlackBerry ® ID has been created
Hello <Customer first name>,
You've created a BlackBerry ID!
To enjoy the benefits of your BlackBerry ID, confirm your email address by clicking on this link:
<Link>
This link will expire in 24 hours.
BlackBerry ID is your universal BlackBerry key. Here's what is offers:
One sign in for all BlackBerry applications, services, and websites.
Automatic transfer of some email accounts and services when you switch smartphones.
Full access to all features in BlackBerry ® App World ™ storefront.
Protection of financial transaction using BlackBerry services.
You can learn more about BlackBerry ID by visiting https://blackberryid.blackberry.com/
The BlackBerry Team
If you did not create or do not recognize this account, please click here to delete this BlackBerry ID. | x |
- How to change the BlackBerry ID on a BlackBerry PlayBook tablet or BlackBerry smartphone KB26694
KB26694
Environment
BlackBerry PlayBook tablet
BlackBerry Desktop Software 7.1 for Windows
BlackBerry Desktop Software 2.3.1 for Mac OS
BlackBerry smartphones
BlackBerry ID
BlackBerry 10 OS
BlackBerry 6 to 7.1
Overview
To allow seamless access to a variety of BlackBerry products and services such as the BlackBerry World storefront, a valid/active BlackBerry ID is required to initially setup the BlackBerry smartphone running BlackBerry 7 to 7.1, the BlackBerry PlayBook tablet, or the BlackBerry 10 smartphone.
Once the initial setup has been completed, all activities on the device will be authenticated using the that BlackBerry ID. If another BlackBerry ID is entered after the initial setup, an authentication failure will occur.
To change the BlackBerry ID, follow the steps for the specific device below:
Changing the BlackBerry ID on the BlackBerry PlayBook or BlackBerry 10 smartphone:
In order to change the BlackBerry ID that is associated to the BlackBerry 10 smartphone or a BlackBerry PlayBook tablet, a security wipe will need to be performed.
Warning: Performing the security wipe will result in loss of stored data on the smartphone or tablet. Be sure to create a backup and also transfer files to a computer prior to performing the security wipe.
Note: In this scenario, the backup file will not be able to be restored to the device since it will be using a new BlackBerry ID. For more information, see KB31317.
Prior to performing a security wipe of the smartphone or tablet, transfer files to a computer so the files can then be transferred back to the smartphone or tablet after the security wipe is complete and the new BlackBerry ID is configured. See the following links for information:
KB26068 - How to transfer files to and from the BlackBerry PlayBook tablet and BlackBerry 10 smartphone.
Manually synchronize music files to the BlackBerry 10 smartphone or BlackBerry PlayBook tablet.
Import your contacts and calendar appointments from Microsoft Outlook.
To perform the security wipe:
On the BlackBerry 10 smartphone, see KB33591.
On the BlackBerry PlayBook tablet, see KB27188.
Once the security wipe has been completed, a new BlackBerry ID can be configured on the smartphone or tablet during the initial setup.
Changing the BlackBerry ID on the BlackBerry smartphone running BlackBerry 7:
In order to change the BlackBerry ID that has been activated on a BlackBerry smartphone, a security wipe or a reset to factory must be performed.
Performing the security wipe will result in loss of stored data on the BlackBerry smartphone. Prior to performing any security wipe of the BlackBerry smartphone, create a full backup of the BlackBerry smartphone data.
A computer with the latest version of BlackBerry Desktop Software will be required to create the backup.
For instructions on how to create the backup file on a Mac refer to the BlackBerry Desktop Software 2.3.1 user's guide for Mac.
For instructions on how to create a backup file on a Windows PC refer to the BlackBerry Desktop Software 7.0 user's guide for Windows.
To perform a security wipe, please see KB14058.
To reset to the BlackBerry smartphone to factory settings, please see KB18998.
Once the security wipe has been completed, a new BlackBerry ID can be linked to the smartphone on the initial setup.
Workaround
Changing the BlackBerry ID on the BlackBerry smartphone running BlackBerry 6
Back up the device first using BlackBerry Desktop Software.
On the home screen select Options > Device > Application management
In the list select BlackBerry Identity click Delete, then select BlackBerry World and click Delete.
After removing both applications, the device will prompt to reboot.
Reinstall BlackBerry World from the Browser and then restart the phone.
There will be an update to BlackBerry Identity required.
Install the update and then sign into BlackBerry World.
Additional Information
For information on BlackBerry ID, see KB23716.
For information on how to create a BlackBerry ID, see KB24062.
For information on resetting the password for a BlackBerry ID, see KB26361.
| x |
- How to change or update a BlackBerry ID username on a BlackBerry smartphone KB32514
KB32514
Environment
BlackBerry 10
BlackBerry ID
BlackBerry OS 7 and 7.1
Overview
Follow these steps to change your BlackBerry ID username.
From a BlackBerry 10 smartphone:
Swipe down from the homescreen and select Settings
Scroll down and tap BlackBerry ID
Tap Edit
Tap within the BlackBerry ID Username field and remove the current email address
Type the new email address and press and hold the space bar to hide the keyboard
Tap Submit and Continue when prompted
Enter your current BlackBerry ID password and tap OK to complete the change
Tap OK to return to BlackBerry ID settings
From a BlackBerry OS 7 and 7.1 smartphone:
From the smartphone access - Options - Device - BlackBerry ID
Remove the current Username (email address) that is displayed and replace it with the Username you want to use
Select the BlackBerry menu key and select Save
Enter your BlackBerry ID password and select OK to complete the change
You will receive a confirmation prompt displaying: Your BlackBerry ID account has been updated
NOTE: Moving forward please use the new email address when signing into BlackBerry ID.
Additional Information
For information to change the BlackBerry ID username from the browser see KB28060. | x |
- How to change or update the BlackBerry ID Username (email address) KB28060
KB28060
Environment
BlackBerry ID
Overview
To change the Username (email address) on the BlackBerry ID account:
Visit http://www.blackberry.com/blackberryid from any browser.
Select Sign in.
Enter the current BlackBerry ID Username and Password, then click Sign In.
Select Account Details.
Next to Details, select Edit.
Remove the current Username and replace it with a new Username (email address) that is not already associated to any other BlackBerry ID, then select Save.
Note: A confirmation email will be sent to the email address that was used as the new Username. Open the email message and click the link to confirm the change.
Select Done > Logout.
Additional Information
This will not require a security wipe on the BlackBerry PlayBook or BlackBerry smartphone. For information on how to change the payment method in BlackBerry World storefront for either the BlackBerry PlayBook tablet or BlackBerry smartphone, see KB26621.
| x |
- How to upgrade a BlackBerry Internet Service account to use BlackBerry ID KB28843
KB28843
Environment
BlackBerry® Internet Service
BlackBerry® 7
BlackBerry® 6
BlackBerry® Bold™ 9900
BlackBerry® Bold™ 9930
BlackBerry® Curve™ 9350
BlackBerry® Curve™ 9360
BlackBerry® Curve™ 9370
BlackBerry® Curve™ 9380
BlackBerry® Torch™ 9810
BlackBerry® Torch™ 9850
BlackBerry® Torch™ 9860
Porsche Design P’9981 smartphone from BlackBerry®
Overview
This process will walk through the process of upgrading and migrating an existing BlackBerry® Internet Service account to use BlackBerry® ID via e-mail settings.
Once the SIM card has been moved over to the new BlackBerry smartphone and booted up go to the Setup > Email Accounts
Once the email settings application starts it will go through the following process:
Checking for updates
Prompt to enter the BlackBerry ID and Password
Next there will be a prompt stating what will occur upon logging in
Click the OK button and it will verify the BlackBerry ID
Next it will prompt to activate all email addresses currently integrated on the BlackBerry Internet Service account. The password will need to be entered for each integration to activate them and complete the migration.
Once all email integrations are activated the normal Email Accounts screen will be presented
After the BlackBerry Internet Service account has completed the migration the username in the BlackBerry Internet Service administration tool will state BlackBerry ID.
Accounts with synchronization settings
If a preexisting email account is activated and previously was setup for wireless synchronization of contacts, calendar, or both, the setup process will prompt a second time to initiate a new synchronization to the BlackBerry smartphone. If this is not wanted at this time press the cancel button and it can be completed at a later time by going to the E-mail settings icon.
How to use a different BlackBerry Internet Service account with the current BlackBerry smartphone
To use a different BlackBerry ID and BlackBerry Internet Service account with the BlackBerry smartphone a wipe of the smartphone must be completed and the initial setup should use the new BlackBerry ID.
| x |
- Unable to reset BlackBerry ID password when using a BlackBerry hosted email address KB28111
KB28111
Environment
BlackBerry smartphones
BlackBerry ID
BlackBerry Internet Service
BlackBerry 10 OS
Overview
This issue occurs if both the password and password recovery question are not known. If the recovery question is known please follow the first part of the workaround section.
If you have moved to a BlackBerry 10 smartphone you can continue to receive email sent to your BlackBerry (hosted) email address by setting up email forwarding to a different email address. Please follow the steps here to set up forwarding. Once forwarding has been set up generate a password reset email from https://blackberryid.blackberry.com/bbid/recoverpassword and access the password reset email to complete the password reset process. Also if using your BlackBerry email address as your BlackBerry ID username it is strongly recommended to login and change your BlackBerry ID username to a different email address. Please follow the steps here to change your BlackBerry ID username.
To add an additional security layer to the BlackBerry ID password reset process the reset email generated from https://blackberryid.blackberry.com/bbid/recoverpassword is not delivered to the BlackBerry smartphone.
This is designed to prevent unauthorized access to the password reset email for cases where the BlackBerry smartphone is lost or stolen.
Note: The term BBID may also be used as a shortened form of BlackBerry ID.
Workaround
If the password recovery question is known follow these steps to generate the password reset email:
Select Forgot Password from the sign-in screen on the smartphone or tablet
Enter the BlackBerry ID username and select OK
Enter the answer to the recovery question and select OK
From the BlackBerry smartphone locate the password reset email and complete the process to reset the password
If both the password and password recovery question are not known please follow the steps below to forward a copy of the BlackBerry ID password reset email to a mail source with a physical mailbox such as gmail.com
Note: If the BlackBerry ID account is not confirmed it is required to provide the answer to the password recovery question as part of the web based password reset flow. Due to this the steps below may not work if the recovery question is not known.
To see if a BlackBerry ID account is confirmed login to the BlackBerry ID account, select Account Details and locate the Email Status field. For instructions on confirming the BlackBerry ID account follow KB34137
Access the BlackBerry Internet Service account from the device or from the carrier’s website
Edit the auto forward setting for the BlackBerry hosted email address to forward all messages to an email source with a physical mailbox:
To enable auto forwarding from the device follow: KB28155
To enable auto forwarding from the carrier’s website follow: KB12837
Change the default mail filter setting to not forward messages to the BlackBerry smartphone:
To add a filter from the device follow: KB28151
To add a filter from the carrier’s website follow: KB04389
Once completed please browse to https://blackberryid.blackberry.com/bbid/recoverpassword
Enter the BlackBerry ID username, the verification code and select Submit
Login to the external email source that was configured above and confirm that the password reset email was received
Once confirmed please remove the filter to resume receiving mail
It is recommended to leave the forwarding rule in place to backup email sent to the BlackBerry Hosted Email Address as it is only delivered to the BlackBerry smartphone
Access the password reset email and complete the process to reset the password
Note: If the BlackBerry ID account is not confirmed it is required to provide the answer to the password recovery question during the password reset process
It is recommended to login and update the email address that is used to one that uses a physical mailbox for password reset purposes
To update the BlackBerry ID account on the BlackBerry ID website please follow the steps:
Visit www.blackberry.com/blackberryid from a PC or the BlackBerry Browser
Click Log in
Enter the BlackBerry ID Username (email address) and password, then click Sign In
Click Account Details
Next to Details, click Edit
Remove the current Username (email address) that is displayed and replace it with the Username you want to use, then click Save
Click Done to exit from the BlackBerry ID account information screen
To update the BlackBerry ID account on a BlackBerry PlayBook tablet please follow: KB31045
To update the BlackBerry ID account on a BlackBerry smartphone please follow: KB32514
| x |
- Unable to log into BBW with the BBID when the SIM card is removed from the Device KB29361
KB29361
Environment
BlackBerry World
BlackBerry ID
BlackBerry 7
Overview
There are two scenarios whereby a BlackBerry smartphone user is unable to log into BlackBerry World with the BlackBerry ID when the SIM card has been removed from the smartphone.
If the SIM card is removed from a smartphone where a BlackBerry ID has not been previously set up, then the option to skip the login to BlackBerry ID will be available.
If the SIM card is removed from a smartphone where a BlackBerry ID has already been set up, then the option to skip the login to BlackBerry ID will not be available. The BlackBerry smartphone user will be required to log in with the last known BlackBerry ID credentials.
Workaround
If the BlackBerry ID password has been forgotten but the answer to the password recovery question is known, select Forgot Password on the smartphone and answer the recovery question to generate a password reset email. Follow KB28685 to complete this process.
If the BlackBerry smartphone user knows the email address used for the BlackBerry ID login but is unable to remember the associated password then it is possible to reset the password using the steps below:
Note: If the BlackBerry ID account is not confirmed, it is necessary to provide the answer to the password recovery question as part of the web based password reset flow.
To see if a BlackBerry ID account is confirmed, log in to the BlackBerry ID account, select Account Details and locate the Email Status field. For instructions on confirming the BlackBerry ID account follow KB34137.
Browse to the following URL using a desktop browser, the BlackBerry Browser on the BlackBerry smartphone, or the Browser on the BlackBerry PlayBook: http://blackberryid.blackberry.com/bbid/recoverpassword
Enter the BlackBerry ID Username (email address) and the CAPTCHA characters, then click Submit.
Enter the Answer to the Password Recovery Question, then click OK.
Note: Answering the recovery question is only required if the BlackBerry ID account is not confirmed.
A confirmation message will be displayed A password reset email has been sent to email@domain.com, at which point, a reset email will be delivered to the associated email address inbox.
Log in to the email account associated to the BlackBerry ID using the desktop browser, BlackBerry Browser on the smartphone, or the Browser on the BlackBerry PlayBook.
Locate the password reset email and select the Change your BlackBerry ID password link.
Note: The BlackBerry ID reset email will come from bbidpw-donotreply@blackberry.com. If the email is not found in the inbox, check the mailbox's Spam or Junk folder.
When the password reset page loads, enter the Answer to the Password Recovery Question, enter the New Password, Confirm Password, then click Submit.
A confirmation message will display once the changes have been saved successfully.
Moving forward use the newly created password whenever logging into BlackBerry ID.
If the BlackBerry smartphone user does not know the email or password that was used for the BlackBerry ID, the BlackBerry ID will be locked out after 10 unsuccessful login attempts. See KB24157 for BlackBerry ID lockout behavior.
Additional Information
This is an additional security measure for lost or stolen BlackBerry smartphones and this feature is set by design.
| x |
- During the BlackBerry ID account creation on a BlackBerry 7 smartphone, the setup screen loops when submitted with no error message being displayed KB28195
KB28195
Environment
•BlackBerry® ID
•BlackBerry® 7
•DT 1826600
Overview
Upon selecting Submit during the creation of the BlackBerry® ID account on a BlackBerry® 7 smartphone, the Please Wait... prompt will be displayed, then the screen will return back to the BlackBerry ID account setup page.
Cause
During the BlackBerry ID account creation, a Screen Name and/or Username was entered that is already associated to another BlackBerry ID.
Workaround
•If a BlackBerry ID was setup previously on another BlackBerry smartphone using the same email address, select Back on the setup screen and enter in the existing BlackBerry ID information. If the password had been forgotten, select the Forgot password? link or see KB26361.
•Setup the BlackBerry ID account prior to logging onto the BlackBerry 7 smartphone by visiting www.blackberry.com/blackberryid from a PC or Mac. Once the account setup is completed, enter the new account details on the BlackBerry 7 smartphone to complete the initial setup.
| x |
- Handling Requests to have a BlackBerry ID Account Deleted KB32630
KB32630
This process is not required for BBM on iPhone and Android. Please refer to KB35103 for details on how to have the customer delete and re-create the account on their own.
Before proceeding with the steps below, please advise the customer to attempt to locate their original BlackBerry ID welcome message which contains a link to delete the BlackBerry ID account. The email will follow this format:
From: donotreply@blackberry.comSubject:
This is your new BlackBerry ID - Welcome to BlackBerry ID
Your BlackBerry®ID has been created.
Congratulations user@domain.com
You've successfully created your BlackBerry®ID. Now you will find managing all your BlackBerry services is easy.
If you did not create or do not recognize this account, please click here to delete this BlackBerry ID.
Note: If the customer has modified the email address associated to their BlackBerry ID account, the deletion link will not work.
If the customer simply wants to update the email address they can edit the account once logged in via www.blackberry.com/bbid and you do not need to proceed with this request. Please refer to the appropriate knowledge base articles for more information.
KB28060 - How to Change or Update a BlackBerry ID Username on the BlackBerry ID Website - http://www.blackberry.com/btsc.KB28060
KB35007 - How to change or update a BlackBerry ID Username on a iPhone or Android smartphone - http://www.blackberry.com/btsc/KB35007
KB32514 - How to Change or update a BlackBerry ID Username on a BlackBerry Smartphone - http://www.blackberry.com/btsc.KB32514
KB31045 - How to Change or Update a BlackBerry ID Username on a BlackBerry PlayBook Tablet - http://www.blackberry.com/btsc.KB31045
If proceeding with the deletion of the BlackBerry ID the customer will be impacted by the following:
Any purchased applications via BlackBerry World will be lost and will not be recoverable
Any BlackBerry Protect backup data will be lost and will not be recoverable
BBM contacts associated with the BlackBerry ID will be lost.
Ensure the RET work log is documented with the following information:
How the request was received (from the customer via email or phone, from the carrier via email or phone, SAM etc.)
Have the customer provide a formal request to the incident via email from the associated BlackBerry ID email address indicating they want their account deleted.
Note: If they do not own or do not have access to that email address any longer, have them send a formal request referencing it from another account.
Full name.
Email address(es) - associated with the BlackBerry ID and contact (if different).
Phone number
If a third party is involved, they can receive resolution details once the incident is complete.
Note: Do not proceed with next steps until all of the above information is documented.
Acknowledge the request and advise that it requires further investigation. Do not provide an ETA as it is dependent on the details provided.
Send the customer the following template and ask them to respond with as much detail as possible.
Hello <Customer Name>,
In order to proceed with the investigation of your request to have your BlackBerry ID account deleted, may we ask that your please provide details answers to as many of the questions below to assist us with processing your request and to ensure its validity:
Customer First & Last name
Email address used as BBID
First/last name entered at sign up
Screen name/nick name entered during sign up (not the email address)
Date BlackBerry ID created (approximately)
Are you sending BlackBerry this request from the same email address you used for the BlackBerry ID?
Please confirm why you are requesting to have your BlackBerry ID account deleted
PIN linked to your BBID account
What model of BlackBerry are you using?
What is the OS on your handheld (see KB23393 for assistance)?
What is the phone number associated with your BlackBerry Smartphone?
What wireless carrier are you using?
Have you configured BlackBerry Protect?
Email addresses that are set up on your current BlackBerry device
Provide any other PIN numbers that are using this BlackBerry ID account such as a PlayBook tablet or other BlackBerry Smartphone(s)
Last three applications downloaded from BlackBerry World (focus on paid apps first)
Method of payment used in BlackBerry World (i.e./ PayPal, carrier billing, credit card)
Billing address entered in BlackBerry World
Populate the BlackBerry ID Account Delete Template available in the Attachments section of this document.
Follow the prompts in the file to save on your desktop in the following format RET:
<Incident Number – Customer Name – BlackBerry ID username.xls> (e.g. INC000012345678 – John Smith – jsmith@mail.com.xls).
Choose No, when asked if you are a BlackBerry employee to s you’ll be using RET to send the email and attachment. In the attachment you do not need to complete
Add RET Ticket
Complete Owner -Captured Customer Answers wth your name. Leave the other two Owner Sections blank.
Complete Section 1
Check the box to choose Section 2 device type
Complete Section 2, 3, 4, or 5 based on the above selection
Add comments up 'Support Only' if you need to provide clarification on anything
Send an email from the RET incident to bbidplatformsupport@blackberry.com (do not include any other recipients in your email).
Subject: BlackBerry ID Deletion Request – [RET Incident Number – Customer Name – BlackBerry ID username]
Body: Please access the validation answers and details about their request provided by the customer in the attachment (attach .XLS)
The BlackBerry ID team will take ownership and work through the data. If there is any issues they will reply to the email. There is a 48-72 hour turnaround time for requests.
If the request is approved the BlackBerry ID team will provide the customer with an email and link to complete the deletion. They will then reply to the email indicating it has been completed.
Hello <Insert Customer Name>,
I am following up on your recent request to have your BlackBerry ID account <INSERT EMAIL ADDRESS USED AS BBID> deleted. If you have not made this request, please reply to this email advising of such.
The request to delete your BlackBerry ID account has been carefully reviewed and we have determined that we are unable to complete your request based on inconsistencies with some of the answers you have provided. | x |
- "Unable to login to your BlackBerry ID account" or "Unable to update your BlackBerry ID account information" error occurs on a BlackBerry smartphone running BlackBerry 7 KB28212
KB28212
Environment
BlackBerry World for BlackBerry smartphones
BlackBerry ID
BlackBerry 7 to 7.1
DT 1890750
Overview
When using BlackBerry ID on a BlackBerry smartphone running BlackBerry 7 one of the following issues may be encountered:
While configuring the BlackBerry smartphone for the first time the BlackBerry ID authentication process fails with the following message:
Unable to login to your BlackBerry ID account
While attempting to update the BlackBerry ID account information from the BlackBerry smartphone, the following error is presented:
Unable to update your BlackBerry ID account information
While attempting to access the My World section of BlackBerry World on the smartphone, one of the following 2 errors may be presented:
Error ID: 30702 or Error ID: 40670
BlackBerry smartphone users may also see the message, There is an issue with the current session. Please log in to continue in addition to Error ID: 30702 when using BlackBerry World 3.1.0.60.
Note: The BlackBerry ID account can be authenticated using the BlackBerry World storefront on a PC, the BlackBerry ID Web Portal, or through BlackBerry Protect on the device (if previously used).
Cause
When the BlackBerry smartphone user travels outside of the mobile network including, roaming on another carriers network, travels out of the country, or uses a new SIM card, this can cause the BlackBerry ID account to become out of sync. When this occurs the Unable to update your BlackBerry ID account message will appear while attempting to update the BlackBerry ID account information or when download or updating application within BlackBerry World from the BlackBerry smartphone.
Workaround
Note:
Before performing any of the below workarounds, ensure the BlackBerry smartphone has mobile data connectivity by completing the following:
Update to the latest available release of the BlackBerry Device Software. For more information on this, see KB03901.
Turn off the Wi-Fi connection. For more information on this, see KB13201.
Register the BlackBerry smartphone on the wireless network and ensure the registration message is received. For information on performing the registration, see KB00510.
Send a PIN message from the affected BlackBerry smartphone to itself to confirm data connectivity. For more information on how to obtain the smartphone PIN or how to send a PIN message, refer to the BlackBerry smartphones user guide.
Workaround 1
Note: The following steps are only valid with BlackBerry smartphones that use a SIM card.
Perform a hard reset by removing and reinserting the battery into the BlackBerry smartphone. For more information on performing a hard reset, see KB02141.
Remove the battery cover and battery, then remove the SIM card.
Place the battery back in the BlackBerry smartphone and allow it to boot up.
The BlackBerry ID login screen should appear.
Enter in the BlackBerry ID username and password the BlackBerry smartphone was setup with before the issue occurred, then click Sign In. An error is received, continue to the next step as there is no data connectivity.
Remove the battery cover and battery, then reinsert the SIM card.
Place the battery back in the BlackBerry smartphone and allow it to boot up.
The BlackBerry ID login screen should appear once more. Enter in the BlackBerry ID username and password, then click Sign In. If the BlackBerry ID screen does not show upon boot up, navigate to Options > Device > BlackBerry ID and enter in the current BlackBerry ID credentials.
Workaround 2
Warning: The following procedures will delete either all data, or all data and applications on the BlackBerry smartphone. Back up the data prior to performing the procedure. For instructions, see product documentation.
Perform a Reset to Factory settings on the BlackBerry smartphone:
Note: Performing a Reset to Factory settings will remove all BlackBerry smartphone user data and IT policies applied to the BlackBerry smartphone. Steps on how to perform a full backup prior to this step are provided in KB12487.
To perform a Reset To Factory follow the steps in KB18998.
Workaround 3
Log in to BlackBerry ID via BlackBerry World:
Open BlackBerry World.
Go to My Account.
Select Payment Options.
Log in.
| x |
- How to reset the BlackBerry ID account on BBM for Android, iPhone, and Windows Phone if the Password Recovery Answer is unknown KB35103
KB35103 How to reset the BlackBerry ID account on BBM for Android, iPhone, and Windows Phone if the Password Recovery Answer is unknown
Environment
•BlackBerry ID
•BBM for Android
•BBM for iPhone
•iPad
•iPod touch
•BBM for Windows Phone
Overview
If the BlackBerry ID account password cannot be reset because the Password Recovery Answer is not known, a reset of the BlackBerry ID account can be completed. Resetting the BlackBerry ID account allows for creation of a new BlackBerry ID account using the same email address.
Warning: Completing a BlackBerry ID reset is an irreversible action and should only be completed as a final troubleshooting step if all other options have been exhausted. Completing a BlackBerry ID reset deletes the current BlackBerry ID account and any currently associated data such as BBM contacts.
If the Password Recovery Answer is known, see KB34776 to reset the BlackBerry ID account password.
Note: The inbox of the email address being used as the BlackBerry ID Username must be accessible in order to complete the reset.
Note: Once the BlackBerry ID account has been reset, a new BlackBerry ID account can be created using the same email address.
To reset the BlackBerry ID account:
1.From the BlackBerry ID Sign In screen in BBM on the device, select Forgot Password.
2.Enter the BlackBerry ID Username and Verification Code, then select Submit.
3.After two failed attempts to answer the Password Recovery Question, a Reset BlackBerry ID Account link will be displayed.
NOTE: If the BlackBerry ID account has been locked due to 10 failed login attempts the Reset BlackBerry ID Account link will be displayed after one failed attempt to answer the Password Recovery Question.
4.Tap the Reset BlackBerry ID Account link.
5.Review the displayed text and tap Send/Submit to receive an email message for the BlackBerry ID account reset.
6.Access the inbox of the email address being used as the BlackBerry ID Username from the browser on the device or a computer and open the reset email message.
7.Select the Reset BlackBerry ID Account link.
8.Select Continue to complete the reset of the BlackBerry ID account.
NOTE: If the reset email is accessed via Outlook and the Reset BlackBerry ID Account link is not functioning forward the reset email to another webmail inbox. Then login, locate the forwarded reset email and complete the reset process by selecting the Reset BlackBerry ID Account link.
For steps on how to create a new BlackBerry ID account on BBM for Android, iPhone, and Windows Phone see KB35360.
Be sure to securely document the BlackBerry ID Username, Password, and Password Recovery Answer for future usage.
| x |
BlackBerry Desktop Software- Minimum System Requirement for Windows
Hardware requirements
Intel® compatible 1 GHz or higher processor
512 MB of RAM
USB 1.1 or higher USB port
Screen resolution of 1024x768 or greater
100 MB of free hard disk space for typical installation
Software requirements
Windows® XP SP3 or later, Windows Vista®, Windows 7 or Windows 8If you’re using a 64-bit Windows XP computer, you must install a hotfix from Microsoft®. Learn about and download the Microsoft hotfix.
Microsoft® .NET Framework 3.5 SP1 or an active Internet connection
iTunes version 7.7.1 or later, or Windows Media® Player version 10 or later, for music synchronization
BlackBerry smartphones
For media synchronization: BlackBerry® Device Software version 4.2 or later and a media card or built-in media storage
For the Wi-Fi® music sync feature: BlackBerry® 6 or later
For other desktop features: BlackBerry Device Software version 4.1 or later
Desktop email programs
For enterprise integration with BlackBerry® Enterprise Server, one of the following email program requirements must be met:
Microsoft® Outlook® 2002, 2003, 2007 or 2010 (corporate or workgroup installation) with an email account on a Microsoft® Exchange Server version 5.5 SP 4 or later that can receive messages from the Internet
IBM® Lotus Notes® 5.0.6 or later with an email account on an IBM® Lotus® Domino® server 5.03 or later (5.0.12 or later recommended) that can receive messages from the Internet
Organizers
The following organizers are supported for synchronization:
IBM Lotus Notes 6.5.5, 7.0.4, 8.0.3, 8.5.1 and 8.5.2
Microsoft Outlook 2003, 2007 and 2010
Microsoft® Outlook® Express (Windows XP)
Windows Calendar (Windows Vista)
Windows Contacts (Windows Vista, Windows 7)
| x |
- Minimum System Requirement for Mac
To install BlackBerry® Desktop Software for Mac v2.4, you'll need to meet the minimum system requirements listed below.
Computer software
Mac OS 10.6 or later
iTunes 10.5.2 or later for music synchronization
iPhoto '08 or later to import your pictures and videos
An active Internet connection
BlackBerry smartphones
BlackBerry® Device Software 4.2 or later and a media card or built-in media storage
For the Wi-Fi® music sync feature: BlackBerry® 6 or later
BlackBerry PlayBook tablets
BlackBerry® Tablet OS or BlackBerry® PlayBook™ OS 2.0 or later
| x |
- Backup and Restore BlackBerry using DTS KB13428
KB13428 How to backup and restore BlackBerry smartphone data using BlackBerry Desktop Software
Environment
BlackBerry Desktop Software
Overview
Perform the following steps to transfer backup files from one BlackBerry smartphone to another:
For BlackBerry Desktop Manager 4.3 to 5.0:
Connect the BlackBerry smartphone from which the files are being transferred.
Open BlackBerry Desktop Manager.
Click the Backup and Restore application.
Click Back up to back up the data on the BlackBerry smartphone.
When the backup is complete, disconnect the BlackBerry smartphone from the computer.
Connect the BlackBerry smartphone to which the data will be transferred.
In BlackBerry Desktop Manager, click the Backup and Restore application.
Click Restore to transfer data from the backup files.
Perform the following steps to restore one or more individual databases to a BlackBerry smartphone:
Connect the BlackBerry smartphone to which the data will be transferred.
In BlackBerry Desktop Manager, click the Backup and Restore application.
Click Advanced. The Desktop File Databases column shows information from the backup performed in step 4. The Device Databases column shows the applications on the BlackBerry smartphone connected to the computer.
From the Desktop File Databases column, select the database to be transferred and click the arrow pointing to the Device Databases column. The database selected to restore is transferred to the BlackBerry smartphone that is connected to the computer.
For BlackBerry Desktop Software 6.0 to 7.1:
Connect the BlackBerry smartphone from which the files are being transferred.
In the BlackBerry Desktop Software, click Device > Back up.
To back up all device data, click Full (all device data and settings).
Click Back up.
When the backup is complete, disconnect the BlackBerry smartphone from the computer.
Connect the BlackBerry smartphone to which the data will be transferred.
In the BlackBerry Desktop Software, click Device > Restore.
Select the backup file containing the data to be restored.
Click Restore.
Perform the following steps to restore one or more individual databases to a BlackBerry smartphone:
Connect the BlackBerry smartphone to which the files are being transferred.
In the BlackBerry Desktop Software, click Device > Restore.
To select the data to be restored, click Select Device Data and Settings.
Select the check box beside the data type to be restored.
Click Restore.
Additional Information
The BlackBerry smartphones do not have to be the same model in order for this procedure to be performed.
| x |
- How to perform a clean uninstall of the BlackBerry Desktop Software or BlackBerry Link KB02206
KB02206 How to perform a clean uninstall of the BlackBerry Desktop Software or BlackBerry Link
1. Close the BlackBerry Desktop Software, if it is running.
2. Select Start > Control Panel > Programs and Features.
3. Select Uninstall a program.
4. Select BlackBerry Desktop Software or BlackBerry Link and select Change/Remove.
5. On the InstallShield Wizard window, select the Remove option and select Next.
6. On the Uninstall Options window, select the Remove all user settings for BlackBerry Desktop Software check box.
7. On the Confirm Uninstall window, select OK.
8. On the InstallShield Wizard window, select Finish.
Problem uninstalling: http://support.microsoft.com/kb/290301
KB19255 | x |
- Issues with the Desktop Software detecting a USB connected BlackBerry KB00125
KB00125 Identifying and troubleshooting issues with the BlackBerry Desktop Software detecting a USB connected BlackBerry smartphone
Environment
BlackBerry Desktop Software
Microsoft Windows
Overview
The following table lists Knowledge Base articles with information about issues that may result in the BlackBerry Desktop Software not detecting a USB connected BlackBerry smartphone.
KB28443 - There is a potential issue with the computer's USB port or the USB cable.
KB28444 - The BlackBerry smartphone is not directly connected to the system.
KB13336 - The USB driver installed is for an earlier model of the BlackBerry smartphone.
KB13331 - Power Management is enabled on the system.
KB28456 - Selective Suspend is enabled on the system.
KB28458 - User Account Control is enabled on the system.
KB28457 - Administrative rights have not been correctly propagated to the BlackBerry Desktop Software.
KB28459 - A full version of Roxio Media Manager is installed on the system.
KB20598 - The computer's BIOS has an update available to resolve USB related issues. | x |
- Unable to Detect: USB Power Management KB13331
KB13331 BlackBerry smartphone or BlackBerry Playbook tablet will not connect to a Windows based computer due to USB Power Management settings
Environment
BlackBerry® smartphones
BlackBerry® PlayBook™ tablet
Windows®
Overview
The BlackBerry® smartphone or BlackBerry PlayBook tablet is not detected by a Windows® based computer.
Cause
The Allow the computer to turn off this device to save power option for the BlackBerry® smartphone or BlackBerry PlayBook Tablet has been enabled on the Power Management tab in Windows® Device Manager.
Resolution
Complete the appropriate steps to resolve this issue:
For Windows 2000™ and Windows XP™
On the Desktop, right-click My Computer and select Properties.
Click the Hardware tab, then click Device Manager.
Expand Universal Serial Bus controllers.
Right-click the USB Root Hub and select Properties.
Click the Power Management tab, and then clear the Allow the computer to turn off this device to save power check box.
Click OK.
Repeat steps 1 through 4 for each USB Root Hub listed in the Device Manager.
For Windows Vista™
Click Start, and type device manager in the Start Search box.
Click Device Manager in the Programs list.
If you are prompted for an administrator password or confirmation, type your password or click Continue.
In the Device Manager dialog box, expand Universal Serial Bus controllers.
Right-click USB Root Hub, and then click Properties.
In the USB Root Hub Properties dialog box, click the Power Management tab.
Clear the Allow the computer to turn off this device to save power check box.
Repeat steps 1 through 4 for each USB Root Hub listed in the Device Manager.
| x |
- Unable to Detect: Administrative Permissions KB28457
KB28457 BlackBerry Desktop Software is unable to detect the BlackBerry Smartphone due to administrative permissions
Environment
BlackBerry® Desktop Software (Windows)
BlackBerry® smartphones
Windows®
Overview
BlackBerry® Desktop Software is unable to obtain a connection to the BlackBerry® smartphone. This can be caused by the Windows® administrative rights not correctly propagated for the BlackBerry Desktop Software.
Resolution
If using Windows Vista™ and Windows 7, enable the privilege level by completing the following steps:
From the Start menu, click All Programs.
In the All Programs section, open the BlackBerry folder.
Right-click Desktop Manager and click Properties.
Click the Compatibility tab.
In the Privilege Level section, select the Run this program as an administrator check box.
Click OK.
Restart the computer.
| x |
- Unable to Detect: USB Selective Suspend KB28456
KB28456
Environment
BlackBerry® Desktop Software (Windows)
BlackBerry® PlayBook™ tablet
BlackBerry® smartphones
Overview
When attempting to use the BlackBerry® Desktop Software, the BlackBerry® smartphone or BlackBerry PlayBook tablet is unable to obtain a connection. This is due to the USB selective susupend setting feature being turned on within Microsoft Windows.
Resolution
Turn off the USB selective suspend setting feature.
Windows Vista™
In the Windows Vista Power Management settings located in the Control Panel, click Change Plan Settings in the Active Power Management Profile and then click Change Advanced Power Settings
Set the USB selective suspend setting to Disabled.
Windows 7
In the Power Options settings located in the Control Panel, select Balanced.
Select Change plans settings, then Change Advanced Power settings.
Expand USB Settings
Set the USB selective suspend setting to Disabled.
| x |
- Force Detection KB10144
KB10144
1. Remove the battery from the back of the BlackBerry smartphone.
2. Connect the BlackBerry smartphone to the computer using a USB cable.
3. Once prompted to Retry, Update or Cancel, click Update. If available updates are found Desktop Manager will prompt you to Get Update, Update Later or View other versions
4. Click Get Update to install the recommended software version or View other Versions to manually select the version you wish to install and click Install.
5. In the Update Options screen there is the option to enter the email address to be notified in future when there may be new software versions available.
6. Reinsert the Battery which was removed in step 1
7. Click Install Update
Note: there may be a prompt to activate the device wirelessly after the upgrade. | x |
- Use DTS to restore data to a BB device from a backup file KB10339
KB10339
This article covers how to restore previously backed up information to a BlackBerry smartphone. For information on how to back up data from a BlackBerry smartphone, see KB12487.
For BlackBerry Desktop Software 4.3 to 5.0
Connect the BlackBerry smartphone to a computer that has BlackBerry Desktop Software installed.
Open the BlackBerry Desktop Manager.
Click Backup and Restore.
Click Restore.
Navigate to the backup file that contains the data to be restored to the BlackBerry smartphone.
Double-click the backup (.ipd) file.
A warning will appear that all data currently on the device will be overwritten with the backup file. Click Yes.
When the process is complete, disconnect the BlackBerry smartphone from the computer.
For BlackBerry Desktop Software 6.0 to 7.0
Open the BlackBerry Desktop Software.
Click Device.
Click Restore in the list.
Select a backup file.
Select All device data and settings.
Click Restore.
A warning will appear that all data will be replaced with a backup file. Click Yes.
When the process is complete, disconnect the BlackBerry smartphone from the computer.
To restore specific databases in the backup file to a BlackBerry smartphone, complete the following steps:
For BlackBerry Desktop Software 4.3 to 5.0
Open the BlackBerry Desktop Manager.
Click Backup and Restore.
Click Advanced.
On the File menu, click Open.
Double-click the backup (.ipd) file.
In the Computer Databases section, select the database or databases to restore, and then click the right arrow button.
A warning will appear that the data currently on the device in this specific database will be overwritten with the backup data. Click Yes to accept changes.
When the process is complete, disconnect the BlackBerry smartphone from the computer.
Note: If the right arrow button is unavailable, see the Additional Information section in this article.
For BlackBerry Desktop Software 6.0 to 7.0
Open the BlackBerry Desktop Software.
Click Device.
Select Restore in the list.
Select a backup file.
Choose Select device data and settings.
Select the databases to restore and click Restore.
A warning will appear that all data will be replaced with a backup file. Click Yes.
When the process is complete, disconnect the BlackBerry smartphone from the computer.
Note: For information regarding the different databases and their functionality on a BlackBerry smartphone, see KB03974.
| x |
- Unable to backup or restore some databases to a BB device using DTS KB04461
KB04461 Unable to backup or restore some databases to a BlackBerry smartphone using BlackBerry Desktop Software
In the backup or restore function of BlackBerry Desktop Software, some of the databases appear greyed out and cannot be selected to restore to the BlackBerry smartphone.
BlackBerry Desktop Software will display the following when attempting to backup or restore a database that is greyed out:
Dimmed entries are read-only types and cannot be restored.
Complete the following steps in order until resolution is confirmed:
Step 1 - Verify on the BlackBerry smartphone the wireless synchronization feature is turned on for the Calendar, Address Book, MemoPad, or Tasks applications. KB04976.
Step 2 - The database to be backed up or restored is being backed up wirelessly through a BlackBerry® Enterprise Server.
The Desktop [SYNC] service book marks the databases as read-only, preventing the data from being backed up or restored using a cable and BlackBerry Desktop Software.
Delete the Desktop [SYNC] service book. For instructions, see KB05010 and complete only Task 1.
Once the backup or restore is complete, the Desktop [SYNC] service book can be undeleted to restore wireless synchronization:
If the BlackBerry smartphone is running BlackBerry Device Software 4.0 to 5.0
From the home screen of the BlackBerry smartphone, click Options > Advanced Options > Service Book
Click the menu key, and select Undelete
If the BlackBerry smartphone is running BlackBerry® 6 or BlackBerry® 7
From the home screen of the BlackBerry smartphone, click Options > Device > Advanced System Settings > Service Book
Click the menu key, and select Undelete | x |
- Reload BB Device software and applications using DTS KB03621
KB03621 How to reload BlackBerry Device software and applications using BlackBerry Desktop Software
For BlackBerry Desktop Software 6.0 to 7.1:
Connect the BlackBerry smartphone to the computer using data USB cable and open the BlackBerry Desktop Software.
Type the BlackBerry smartphone password, if prompted, and click OK.
On the home screen of the BlackBerry Desktop Software, click Device.
Click Update.
Click View Other Versions.
Select the latest version of BlackBerry Device Software.
Click Install.
Click Install Update.
For BlackBerry Desktop Manager 4.5 to 5.0:
Open BlackBerry Desktop Manager.
Click Help.
Select About BlackBerry Desktop Manager.
Click the Device Software tab.
Verify that the BlackBerry Device Software displayed is the latest version currently available from the wireless service provider.
For instructions on how to download the latest versions of BlackBerry Desktop Software and BlackBerry Device Software, see article KB12532.
Connect the BlackBerry smartphone to the computer using a data USB cable and open the BlackBerry Desktop Manager.
Double-click Application Loader.
Click Start under Update Software to start the installation process.
Type the BlackBerry smartphone password, if prompted, and click OK.
Select Options under Device Software Options.
Select the check boxes next to the names of the applications to be loaded, and then click Next.
Click OK > Next > Finish.
When the process has completed, the message The loading operation was successful will appear. Click Close to return to the BlackBerry Desktop Manager. To perform an installation of the BlackBerry Device Software using BlackBerry Desktop Manager 4.1 to 4.3, complete steps 6 through 10, above, and then proceed with step 15.
Select the check boxes next to the names of the applications to be loaded, and then click Next.
Click Finish.
When the process has completed, the message The loading operation was successful will appear, click Close to return to BlackBerry Desktop Manager. | x |
- Feature you are trying to use is on a network resource that is unavailable KB19255
KB19255 "The feature you are trying to use is on a network resource that is unavailable" appears when attempting to open BlackBerry Desktop Software or install BlackBerry Device Software
http://support.microsoft.com/kb/290301
Overview
When attempting to open or use the BlackBerry® Desktop Software, or when installing BlackBerry® Device Software, the following error message appears:
The feature you are trying to use is on a network resource that is unavailable.
Click OK to try again, or type an alternate path to a folder containing the BlackBerry[model number].msi installation package in the box below.
Cause
The required MSI file may be extracted, but Windows® is unable to locate it.
Resolution
1. Make sure the BlackBerry® smartphone is disconnected.
2. Close the BlackBerry Desktop Software.
3. Obtain the BlackBerry Device Software, or BlackBerry Desktop Software depending on which software bundle generates the error, from the appropriate wireless service provider site for the model number and save it to the computer desktop or some other convenient location.
4. Open the run dialog by selecting Run from the start menu or by pressing Windows Key + R on the keyboard.
5. In the Open field of the Run dialog, type %temp% and press OK. Keep this window open.
6. Once the download is complete, start the installation. Choose the appropriate language and click OK. A screen showing 'Preparing to install...' will indicate it is extracting the MSI with the file name needed. Leave the installer at the 'Welcome to' screen.
7. Switch to the Windows Explorer window opened in Step 5. a folder, which name will contain either a CLSID (hex inside { } brackets) or start with WZSE (WinZip Self Extractor)should be located at the bottom of this list.
8. Open this folder to locate the MSI file that is needed. Copy this file, switch to the desktop or some other convenient location and paste the file.
9. Proceed through the BlackBerry Device Software installation wizard, which will likely prompt for this file. When the prompt is received, choose Browse and find the file that was just copied and pasted. Continue through the installation to complete.
10. Attempt to open the BlackBerry Desktop Software, and if any further prompts for the MSI file occur, browse to the location from Step 8 and choose the file.
Additional Information
If the BlackBerry smartphone is connected when attempting to close the BlackBerry Desktop Software, it may cause the BlackBerry Desktop Software to stop responding.
The installation of the BlackBerry Device Software may appear slower than usual, and pause before you can click Next a few times.
The copied MSI file as well as the downloaded executable can be deleted once this is complete.
| x |
- How to install the BlackBerry Desktop Software for Microsoft Windows KB16236
KB16236 How to install the BlackBerry Desktop Software for Microsoft Windows
Environment
BlackBerry® Desktop Software 6
Windows® XP to Windows 7
Overview
For instructions on how to download the latest version of the BlackBerry® Desktop Software, see KB12532.
Double-click the BlackBerry Desktop Software executable file.
A self-extractor process occurs. Once the process is complete, the first splash screen for Install BlackBerry Desktop Software appears as shown in the following image. Click Next to begin the setup process.
Select the country or region in which you are currently located and click Next.
In the License Agreement window, select I accept the terms in the license agreement and click Next.
Click Next to use the default directory for the software or select Change if you want to use a different destination for the install.
You have now reached the end of the Installation Wizard. To complete the installation, click Install and check the box if you would like a short cut to be placed on the desktop.
The installation may take several minutes to fully complete.
Note: For support information on using BlackBerry Desktop Software with Microsoft Windows 8, see KB32926 .
Additional Information
To install the Certificate Synchronization service with the BlackBerry Desktop Software, complete the following steps:
Select the Custom installation option and click Next.
The Custom setup screen appears. If an X icon appears beside Certificate Synchronization, this means that it is not installed on your computer. Click the X icon, and then click This feature, and all sub-features, will be installed on local hard drive.
Click Next, and then follow the instructions beginning with Step 7 above to complete the installation procedure. This may take several minutes.
Note: Certificate synchronization service is currently not available in BlackBerry Desktop Manager v6.0.1.18 Bundle 21.
For more information on this, please refer to KB23666.
| x |
- BlackBerry smartphone database list KB03974
KB03974 BlackBerry smartphone database list
Address Book - All Reflects the total number of add up contact list entries for multiple contact lists on the BlackBerry smartphone.
Address Book - Last Used Hints Provides information on what phone number or email address was last used to contact a specific contact.
Address Book Options Stores contact list settings.
Alarm Options Stores the settings for the alarm application.
Alarms Customization for alarms sounds set by the BlackBerry smartphone user.
Application Permissions Permissions configured under Options > Security Options > Application Permissions.
Attachment Data Stores attachments that have been viewed on the BlackBerry smartphone.
Attachment Data - Calendar Stores attachments that have been viewed through the calendar application on the BlackBerry smartphone.
Attachment Options Stores user-defined settings for the Attachment Viewer.
AutoText / Word Substitution Contains the dictionary for automatic substitution of commonly misspelled words while you type. For example, adn > and.
AutoText Data Version Version of Auto Text Data application.
BBGroups BlackBerry Groups created within the BlackBerry Messenger for BlackBerry smartphones application.
BIS Account Data Stores BlackBerry Internet Service account information that might be used by the Thick Client application in the BlackBerry Internet Service.
BlackBerry Messenger Contacts in BlackBerry Messenger for BlackBerry Smartphones.
Bluetooth Options Stores settings for Bluetooth technology.
Browser Bookmarks Contains bookmarks for web pages in the browser applications.
Browser Channels Browser push service subscribed to by the BlackBerry smartphone user. For example, weather setup service. Browser channels lists the channels the browser is subscribed to. For example, weather updates.
Browser Data Cache Holds cached data from the browser.
Browser Folders Allows sorting bookmarks into various folders.
Browser Messages Browser push service notifications.
Browser Options Contains browser setting information.
Browser Push Options Contains push content settings for the BlackBerry Browser.
Browser web address Contains a list of the web addresses that have been typed into the browser on the BlackBerry smartphone.
Calender - All Total number of add up entries for all calendars (multiple CICAL service records).
Calendar Options Stores calendar settings.
Camera Options Database contains settings customization in Options > Camera > Camera Options.
Categories Allows various addresses, appointments, tasks and memos to be sorted by category.
Certificate Options Option list in certificates, whether a user had set a certificate to Distrust , Revoke , or leave the default setting when no changes are made.
Certificate Summary Data Contains a list of certificates stored on the BlackBerry smartphone (Options > Security Options > Advanced Security Options > Certificates).
Clock Options Customization for clock options found in Clock > Options.
Code Module Group Properties System software properties for the core system modules.
Compatibility Settings Compatibility mode is used when the application has been designed for a physical input (non-touch screen) BlackBerry smartphone, where the application expects to receive input events from the keyboard and the trackball.
Configuration Channel Stores configuration information that an administrator may assign using the Configuration Channel feature of BlackBerry Enterprise Server 5.0.
Content Store Contains pictures and other media content stored on the BlackBerry smartphone on-board device memory.
CustomWordsCollection Customized words saved to custom word dictionary.
Default Service Selector Defines the default message service.
Device Options Stores setting changes made within Options on the BlackBerry smartphone.
Note: Some options have their own database.
Diagnostic App Options Test configuration settings in Self Test Application, initiated in Options > Status using key sequence T E S T.
DocsToGoCommonPrefs Contains setting information for the Documents to Go for BlackBerry smartphones application suite.
Email Filters - All Holds the settings for filters applied to incoming messages to the BlackBerry smartphone.
Email Settings - All Defines the way messages are sent and received on the BlackBerry smartphone.
Enhanced Gmail Plug-in Stores information used by the Enhanced Gmail plug-in for BlackBerry smartphones.
EntryPoint Setting Stores information used by the EntryPoint application to store alternate Entry Points used by background running applications. Properties of Entry Points can include Title, alternate EntryPoint icon, Auto-run options etc.
File Explorer Network Favorites Stores a list of file shares that have been marked as Favorites from the BlackBerry smartphone.
File Explorer Network History Stores a list of past network file shares that have been accessed from the BlackBerry smartphone.
File Explorer Options Options configured in Explorer, for example, Show Hidden, or any new folders created.
Firewall Options Enables or disables the firewall.
Folder ID Determines which folder a message is filed into.
Folders Lists the user-created folders in the message list.
Full-predictive options Stores settings information pertaining to predictive text functionality.
Handheld Agent Contains diagnostic information about the BlackBerry smartphone. This database contains information that is sent to the BlackBerry Enterprise Server for reporting.
Handheld Configuration Incoming half of the device agent, used to send data from the BlackBerry Enterprise Server to the BlackBerry smartphone.
Handheld Key Store Securely stores encryption keys for encrypted communication and signing.
Input Learning Data Stores a list of text that the BlackBerry smartphone uses to automatically predict what the user is attempting to type.
Input Method Switcher Option Selection of input language method when sequence key Alt+Enter is initiated.
Input System Properties Stores text input and keyboard layout settings specified under Options > Language and Text Input .
Key Store Manager An application that manages the BlackBerry smartphone key store.
Key Store Options Configures options for the BlackBerry smartphone key store.
LDAP Browser Options Contains Lightweight Directory Access Protocol (LDAP) browser setting information.
Location Based Services Used mainly for corporate users in a BlackBerry Enterprise Server environment, either for Location Tracking or can be accessed by third-party applications that are developed by BlackBerry MDS Studio.
Mailbox Icon Management Options Stores information regarding inbox settings, and the delivery of email messages to certain message icons.
Map Locations Locations added to Favorites in BlackBerry Maps.
Map Settings Configuration settings in BlackBerry Maps > Options.
MemoPad Options Stores MemoPad settings.
Memory Cleaner Options Configuration settings in Options > Security Options > Memory Options , set status to Enable.
Memos Contains the memos stored on the BlackBerry smartphone.
Message List Options Defines the way messages are displayed in the messages application.
Messages Contains all the messages on the BlackBerry smartphone.
Messenger Options (GoogleTalk) Contains setting information for the Google Talk instant messaging client.
Messenger Options (WLM) Contains setting information for the Windows Live Messenger instant messaging client.
Messenger Options (ST) Contains setting information for the IBM Lotus Sametime instant messaging client.
Messenger Options (OC) Contains setting information for the Microsoft Office Communicator instant messaging client.
Messenger Options (Yahoo!) Contains setting information for the Yahoo! Messenger client.
MMS Messages Database that contains a history of sent or receive Multimedia Messaging Service (MMS) Messages for existing and past.
MMS Options Stores MMS settings.
Mobile Network Options Contains information outlining current mobile network settings and configurations.
On-Board Device Memory Database for the on-board device memory that allows the user to stores media files, this is normally in *.cab extension.
Options Stores miscellaneous configuration options.
Password Keeper An application that uses Advanced Encryption Standard (AES) encryption technology to securely store password entries on BlackBerry smartphones. For more information, see KB19098.
Password Keeper Options Settings configured in Password Keeper > Options.
PGP Key Store Contains the PGP private key and public keys.
Phone Call Logs Logs phone calls made to and from the BlackBerry smartphone.
Phone History Stores information pertaining to phone call history with specific participants (complete history of incoming and outgoing phone calls with selected recipients).
Phone Hotlist Stores information on the last x# of calls placed from the BlackBerry smartphone.
Phone Options Stores phone settings.
PIM Folder List - All Outlines complete list of personal information management (PIM) folders within the associated mailbox. This can be set up like a filter; if there are multiple folders, you can filter contact lists based on specific folder.
PIN Messages Personal Identification Number (PIN) messages that are sent or received.
Policy Stores the IT policy for the BlackBerry smartphone.
Profiles Contains the various smartphone alerts. For example, a vibration for a new calendar appointment, or a tone when a new message arrives on the BlackBerry smartphone. This is for BlackBerry BlackBerry® Device Software 4.1 and earlier.
Profiles Options Selects the current profile for BlackBerry smartphone alerts.
Purged Messages Contains a reference for messages deleted from the BlackBerry smartphone.
Quick Contacts Stores telephone numbers in the Speed Dial list.
Random Pool Stores numbers to securely generate random numbers for encryption.
Recent Contacts Stores a list of contacts that have recently been contacted (phone or email), such as a quick contact reference tool-tip when creating an email.
Recipient Cache Contains encryption profiles for the people you communicate with.
RMS Databases Stores information about registered applications.
S/MIME Options Stores configuration information for Secure Multipurpose Internet Mail Extensions (S/MIME) settings.
Saved Email Messages Contains all saved messages that are stored on the BlackBerry smartphone.
Searches Settings configured in search application.
Secure Email Decision Maker Automatically selects secure email sending method (determined by whether the original sender sent a signed/encrypted email - the BlackBerry smartphone determines whether to send a signed/encrypted/plain text email back).
Service Book Stores all of the service records that allow the BlackBerry smartphone to access various services.
Setup Wizard Options Options configured for personal settings, learn about typing and other personalization for the BlackBerry smartphone.
SheetToGoPrefs Contains setting information for the Sheet To Go application.
SlideshowToGoPrefs Contains setting information for the Slideshow To Go application.
Smart Card Options Save settings configured for the BlackBerry Smart Card reader.
SMS Messages Contains Short Message Service (SMS) text messages sent to and from the BlackBerry smartphone.
Sounds Contains the various notification sounds, for example, a vibration for a new calendar appointment, or a tone when a new message arrives on the BlackBerry smartphone. This is for BlackBerry Device Software 5.0 and higher.
Spell Check Options Settings configured in Options > Spell Check.
SureType Options SureType keyboard settings specified under Options > Language.
Tasks Lists the task items on the BlackBerry smartphone.
Tasks Options Save settings in Task > Options.
Text Messages Combines total number of SMS text messages received (This database is found in BlackBerry Device Software 6.0).
TCP/IP Options Stores TCP/IP configuration settings.
Theme Settings Icon arrangement on the Home screen of the BlackBerry smartphone.
Time Zones Stores the time zone table.
TLS Options Configures Transport Layer Security settings.
Trusted Key Store Contains the trusted keys for the BlackBerry smartphone.
Video Recorder Options Save settings in Video Camera > Options.
Voice Activated Dialing Options Settings configured in Options > Voice Dialing.
WAP Push Messages Contains information from Wireless Application Protocol (WAP) push services.
WLAN Profiles Saved Wi-Fi profiles created in Wi-Fi settings.
WordToGoPrefs Contains setting information for the Word To Go application.
WTLS Options Contains settings for Wireless Transport Layer Security. | x |
- BlackBerry Desktop Software or BlackBerry LINK cannot detect a BlackBerry smartphone or Tablet when it is connected via USB KB28443
KB28443 BlackBerry Desktop Software or BlackBerry LINK cannot detect a BlackBerry smartphone or Tablet when it is connected via USB
Environment
BlackBerry Desktop Software (Mac OS)
BlackBerry Desktop Software (Windows)
Overview
After connecting a BlackBerry smartphone or BlackBerry PlayBook tablet with a USB cable to a Mac or Windows computer the BlackBerry smartphone or tablet is not detected.
Cause
There may be a problem with the USB port or the USB cable.
Cause 1
The USB port is not providing a suitable connection to the operating system.
Cause 2
The USB port is not providing sufficient power to sustain the devices connected.
Cause 3
The USB cable is not providing a suitable connection to the USB port.
Cause 4
The Access to Storage setting is not set correctly for the computer operating system the device is being connected to.
Resolution
Cause 1
The USB port is not providing a suitable connection to the operating system.
Resolution 1
Try another USB port on the computer. If using a desktop be sure to use a port on the back of the computer. If using a laptop use a port on the back of the laptop, or try a USB port on the opposite side of the laptop. If the laptop is on a docking station, connect the USB cable to the USB port on the laptop itself and not the USB port of the docking station.
Cause 2
The USB port is not providing sufficient power to sustain the devices connected.
Resolution 2
It may also be necessary to remove any USB peripherals such as a USB printer or scanner in order to supply the necessary voltage to the USB channel.
Cause 3
The USB cable is not providing a suitable connection to the USB port.
Resolution 3
If after using another USB port the BlackBerry smartphone or BlackBerry PlayBook is still not detected by the Mac or Windows computer then the USB cable may be either defective or incorrect. Some USB cables only allow for the smartphone to charge and will not allow for data transfer, which causes the computer to not detect the smartphone when it is connected.
Cause 4
The Access to Storage setting must be selected for the appropriate computer operating system the device is being connected to or else the device will not be detected correctly.
Resolution 4
Access Settings on the BlackBerry smartphone, select Storage and Access and change the USB Connection drop down to the appropriate setting.
Additional Information
Note: Follow KB00125 for more information BlackBerry Smartphones not being detected on BlackBerry Desktop Software.
Follow KB27424 for more information BlackBerry Smartphones not being detected on BlackBerry Desktop Software.
| x |
BBOS Windows - Backup Restore Reload Reset Delete Security Wipe Transfer- How to BACK UP BlackBerry smartphone data using DTS for Windows
KB12487 How to back up BlackBerry smartphone data using BlackBerry Desktop Software for Windows
To back up the BlackBerry smartphone data using BlackBerry Desktop Software, complete the following steps:
Open BlackBerry Desktop Software.
Connect the smartphone to the computer using the USB cable.
Once the smartphone is detected, click Back Up Now.
Select the appropriate Backup type:
Full (all device data and settings)
Quick (exclude email)
Custom (selected data only)
Note: If Custom is selected, a new box will be presented where the individual databases can be selected for back up (for a list of all databases, see KB03974).
If the smartphone is equipped with built-in media storage, select the Files saved on my built-in media storage check box.
Click Back up.
To enable automatic backups of the BlackBerry smartphone data using BlackBerry Desktop Software, complete the following steps:
Open BlackBerry Desktop Software .
Connect the smartphone to the computer using the USB cable.
Once the smartphone is detected, click Device > Device options.
Under the When I connect my device heading, select the Back up my device check box and select how often a backup needs to be performed from the drop-down list.
Click OK.
| x |
- Use DTS to RESTORE data to a BB device from a BACKUP file KB10339
KB10339 How to use BlackBerry Desktop Software to restore data to a BlackBerry smartphone from a backup file
This article covers how to restore previously backed up information to a BlackBerry smartphone. For information on how to back up data from a BlackBerry smartphone, see KB12487.
For BlackBerry Desktop Software 4.3 to 5.0
Connect the BlackBerry smartphone to a computer that has BlackBerry Desktop Software installed.
Open the BlackBerry Desktop Manager.
Click Backup and Restore.
Click Restore.
Navigate to the backup file that contains the data to be restored to the BlackBerry smartphone.
Double-click the backup (.ipd) file.
A warning will appear that all data currently on the device will be overwritten with the backup file. Click Yes.
When the process is complete, disconnect the BlackBerry smartphone from the computer.
For BlackBerry Desktop Software 6.0 to 7.0
Open the BlackBerry Desktop Software.
Click Device.
Click Restore in the list.
Select a backup file.
Select All device data and settings.
Click Restore.
A warning will appear that all data will be replaced with a backup file. Click Yes.
When the process is complete, disconnect the BlackBerry smartphone from the computer.
To restore specific databases in the backup file to a BlackBerry smartphone, complete the following steps:
For BlackBerry Desktop Software 4.3 to 5.0
Open the BlackBerry Desktop Manager.
Click Backup and Restore.
Click Advanced.
On the File menu, click Open.
Double-click the backup (.ipd) file.
In the Computer Databases section, select the database or databases to restore, and then click the right arrow button.
A warning will appear that the data currently on the device in this specific database will be overwritten with the backup data. Click Yes to accept changes.
When the process is complete, disconnect the BlackBerry smartphone from the computer.
Note: If the right arrow button is unavailable, see the Additional Information section in this article.
For BlackBerry Desktop Software 6.0 to 7.0
Open the BlackBerry Desktop Software.
Click Device.
Select Restore in the list.
Select a backup file.
Choose Select device data and settings.
Select the databases to restore and click Restore.
A warning will appear that all data will be replaced with a backup file. Click Yes.
When the process is complete, disconnect the BlackBerry smartphone from the computer.
Note: For information regarding the different databases and their functionality on a BlackBerry smartphone, see KB03974. | x |
- Hard and Soft RESET a BlackBerry smartphone KB02141
KB02141 Reset a BlackBerry smartphone
Overview
A reset of the BlackBerry smartphone is a troubleshooting method that completely turns off and restarts the BlackBerry smartphone's operating system software and applications. It is a useful step if the BlackBerry smartphone is experiencing hardware, software, or wireless network related issues.
Note:
A reset of a BlackBerry smartphone does not delete any settings or data.
It is normal behavior for a BlackBerry smartphone to take several minutes to completely start up following a reset.
There are two options for performing a reset: a hard reset and a soft reset.
Hard Reset
To perform a hard reset on the BlackBerry smartphone, complete the following steps:
Remove the battery cover from the back of the smartphone.
Remove the battery, and then reinsert it after a few seconds.
Replace the battery cover.
Soft Reset
To perform a soft reset on the BlackBerry 10 smartphone, complete one of the following:
Press and hold the Power key for 10 seconds.
Press and hold the Volume up key and the Volume down key at the same time for 10 seconds.
To perform a soft reset, on BlackBerry smartphones running BlackBerry 7 and earlier, complete the following steps:
Note: This method is only available on BlackBerry smartphone models with a QWERTY keyboard. Do not attempt to perform a soft reset on BlackBerry smartphones that are equipped with SureType technology or the SurePress touch screen, such as the BlackBerry Pearl Series, BlackBerry Pearl Flip Series, and BlackBerry Storm smartphone.
Press and hold the Alt key.
While holding down the Alt key, press and hold the right Shift key.
While holding down the Alt key and right Shift key, press the Backspace/Delete key.
The display on the BlackBerry smartphone will turn off to indicate that the reset has started. The keys can now be released.
Note: The Alt key, right Shift key, and Backspace/Delete keys are not displayed the same on some BlackBerry smartphones, however, the location of these keys does not change.
| x |
- How to change or RESET the BlackBerry ID password KB26361
KB26361 How to change or reset the BlackBerry ID password
Environment
BlackBerry smartphones
BlackBerry 10 OS
BlackBerry 6 to 7
BlackBerry PlayBook tablet
4G LTE BlackBerry PlayBook
BlackBerry ID
Overview
To change the BlackBerry ID password, complete the steps below for the specific device:
From the BlackBerry 10 smartphone:
Swipe down from the top bezel on the home screen and select Settings.
Scroll down and select BlackBerry ID.
Select Change Password.
Enter the current password in the Current BlackBerry ID Password field.
Enter the new password in the New BlackBerry ID Password and Confirm New Password fields.
Select Submit to complete the password change.
To confirm the change You have changed your password will be displayed.
Also, if the BlackBerry ID password has been forgotten, select Forgot Password on the smartphone and answer the recovery question to generate a password reset email. Follow KB28685 to complete this process.
Note: When using the recovery question password reset method, the generated email will be delivered to the BlackBerry 10 smartphone if the BlackBerry ID email address has been setup via Settings > Accounts
From a computer:
Visit http://www.bbid.com/ from a PC or BlackBerry smartphone browser.
Click Log in.
Enter the BlackBerry ID Username (email address) and password, then click Sign In.
Click Account Details.
Next to Password, click Edit.
Enter in the current password, followed by the new password. Enter the new password again in the confirm password field, then click Save.
Click Done to exit from the BlackBerry ID account information screens.
From the BlackBerry smartphone running BlackBerry 6:
Navigate to Options > Third Party Applications > BlackBerry ID.
Click on Change next to BlackBerry ID Password.
Enter in the current password, followed by the new password. Enter the new password again in the confirm password field, then click OK.
A confirmation message will display Your password has been successfully changed.
Click OK.
From the BlackBerry smartphone running BlackBerry 7:
Navigate to Options > Device > BlackBerry ID.
Click on Change next to BlackBerry ID Password.
Enter in the current password, followed by the new password. Enter the new password again in the confirm password field, then click OK .
A confirmation message will display Your password has been successfully changed.
Click OK.
From the BlackBerry Playbook tablet:
Navigate to the Options icon.
Select BlackBerry ID.
Click on the Edit button next to Change Password.
Enter in the current password, followed by the new password. Enter the new password again in the confirm password field, then click Submit.
A confirmation message will display You have changed your password.
Click OK.
If the password for a BlackBerry ID account has been forgotten and the login is unsuccessful, use the following process to reset the password.
Note: If the BlackBerry ID account is not confirmed, it is necessary to provide the answer to the password recovery question as part of the web based password reset flow. To see if a BlackBerry ID account is confirmed, login to the BlackBerry ID account, select Account Details and locate the Email Status field. For instructions on confirming the BlackBerry ID account follow KB34137.
To generate a password reset email, complete the following:
Browse to the following URL using a desktop browser, the Browser on the BlackBerry smartphone or the Browser on the BlackBerry PlayBook: http://blackberryid.blackberry.com/bbid/recoverpassword
Enter the BlackBerry ID Username (email address) and the CAPTCHA characters, then click Submit.
Enter the Answer to the Password Recovery Question, then click OK. (Answering the recovery question is only required if the BlackBerry ID account is not confirmed)
A confirmation message will be displayed A password reset email has been sent to email@domain.com , at which point, a reset email will be delivered to the associated email address inbox.
Login to the email account associated to the BlackBerry ID using the desktop browser, BlackBerry Browser on the BlackBerry smartphone or the browser on the BlackBerry PlayBook.
Locate the password reset email and select the Change your BlackBerry ID password link.
Note: The BlackBerry ID reset email will come from bbidpw-donotreply@blackberry.com If the email is not found in the inbox, check the Spam or Junk folder.
When the password reset page loads, enter the Answer to the Password Recovery Question, enter the New Password, Confirm Password, then click Submit.
Note: Answering the recovery question is only required if the BlackBerry ID account is not confirmed.
A confirmation message will display once the changes have been saved successfully.
Moving forward use the newly created password whenever logging into BlackBerry ID.
Note: If the BlackBerry ID email address is a BlackBerry mail address (e.g. <username>@tmo.blackberry.net), the BlackBerry ID password reset email will not be received on the BlackBerry smartphone. Since the BlackBerry mail address is not accessible from a computer, the steps outlined in KB28111 will need to be performed.
Additional Information
For recommendations on creating a password, see KB24331
Once this process has been completed please attempt to login to the BlackBerry ID account. For information on the BlackBerry ID lockout behavior, see KB24157
If the link to reset the password is not shown / visible in the email, it may be an issue with webmail inbox's HTML formatting. Try saving the email to a file and opening with a web client such as Microsoft Outlook.
If the BlackBerry ID password is forgotten and the email address for the BlackBerry ID is no longer accessible (Such as and ISP change or deleted email account) a new BlackBerry ID would need to be created. See KB24062 to create a new BlackBerry ID.
| x |
- How to RESET the BlackBerry smartphone to factory defaults KB18998
KB18998
Environment
BlackBerry Enterprise Server 4.1 to 5.0 SP3
BlackBerry Device Software 4.3 to 5.0
BlackBerry 6
BlackBerry 7
BlackBerry Desktop Manager 4.7 to 5.0 SP1 (Windows)
BlackBerry Desktop Software 6.0 to 7.1 (Windows)
BlackBerry Desktop Software 2.4 (Mac OS)
Overview
Resetting the BlackBerry smartphone to factory defaults will erase all data from the BlackBerry smartphone (including built-in storage) along with any IT policies sent from a BlackBerry® Enterprise Server.
In addition, an applied BlackBerry ID will be removed, allowing the use of another.
Warning: It is recommended to backup all BlackBerry smartphone data prior to performing a reset to factory defaults to ensure the data is not permanently lost. You can perform a backup of the BlackBerry smartphone using KB12487.
For BlackBerry Desktop Software 6.1 to 7.1
These versions of BlackBerry Desktop Software have built-in functionality to perform a reset to factory defaults. To perform this task, please refer to KB27739 - How to use the BlackBerry Desktop Software Support Tools.
For BlackBerry Desktop Manager 4.7 to 5.0.1 and BlackBerry Desktop Software 6.0
On 32-bit Windows XP, Windows Vista, and Windows 7:
On the computer, click Start > Programs > Accessories > Command Prompt. (Note: Windows Vista and 7, right-click and select Run As Administrator.)
Type cd C:\Program Files\Common Files\Research In Motion\Apploader and press Enter.
Type loader.exe /resettofactory and press Enter.
On 64-bit Windows XP, Windows Vista, and Windows 7:
On the computer, click Start > Programs > Accessories > Command Prompt. (Note: For Windows Vista and 7, right-click and select Run As Administrator.)
Type cd C:\Program Files (x86)\Common Files\Research In Motion\Apploader and press Enter.
Type loader.exe /resettofactory and press Enter.
For BlackBerry Desktop Software 2.4 for Mac
Close the BlackBerry Desktop Software if it is open.
On the computer, click on Go > Applications > Utilities > Terminal.
Type cd /Applications/BlackBerry\ Desktop\ Software.app/Contents/MacOS/ and press Enter.
Type ./bbdm resettofactory and press Enter.
Note: If the smartphone has a password enabled, that password must be specified within the command line. For example, type " ./bbdm -password 12345 resettofactory" (where 12345 is the BlackBerry smartphone password).
For BlackBerry Enterprise Server 4.1
Open BlackBerry Manager.
Select BlackBerry Domain.
Click Edit Properties.
Select IT Policy.
Double-click IT Policies.
Select the appropriate IT policy or create a new one and click Properties.
Select Security.
Set the Reset to Factory Defaults on Wipe drop-down list to True.
Click OK to apply changes and exit.
Assign the IT policy to a BlackBerry smartphone user.
Right-click on the BlackBerry smartphone user and select Erase Data and Disable Handheld.
For BlackBerry® Enterprise Server 5.0
Log into the BlackBerry Administration Service with an account that can create or edit IT policies (for example, Enterprise Administrator or Security Administrator roles).
Under BlackBerry solution management, expand Policy, and click Create an IT policy (assign a name, click Save, then click the new IT policy name) or Manage IT policies, and select an IT policy to alter.
Click Edit IT policy.
Click the Security tab.
Set the Reset to Factory Defaults on Wipe drop-down list to True.
Click Save all.
Assign the IT policy to a BlackBerry smartphone user.
Select the PIN number of the BlackBerry smartphone user from Manage users and choose Delete all device data and disabled device.
Additional Information
Note: A shortcut may be used to avoid typing out the full string.
For a Mac, enter the first 3 letters of a specific folder, then press the Tab key: cd /App <Tab> will result in cd /Applications appearing on-screen.
For a PC, first type cd \pro followed by the Tab key until it reads cd "C:\Program Files". (Pressing the Tab key repeatedly also cycles through commands in alphabetical order.)
Stepping through the folders individually helps eliminate spelling mistakes and guarantees the folder is present.
The factory reset performs much like the Wipe Handheld option from the BlackBerry smartphone, with some minor differences.
Wipe Handheld - The Wipe Handheld option is performed directly on the BlackBerry smartphone (see KB02318 and KB14058). This option removes all BlackBerry application data (emails, address book entries, calendar events, etc.), and allows the deletion of User Installed Applications and the content of the Media Card.
Reset to Factory Defaults - Application data will be removed and so are IT Policies. Third-party programs will NOT be affected by this operation. They will remain intact.
| x |
- How to DELETE all data and applications from the BlackBerry smartphone using the SECURITY WIPE KB14058
KB14058 How to delete all data and applications from the BlackBerry smartphone using the Security Wipe option
Environment
BlackBerry smartphones
BlackBerry Device Software 4.5 to 5.0
BlackBerry 6 to BlackBerry 7.1
Overview
To delete all data and applications from the BlackBerry smartphone, complete the following steps on the appropriate version of BlackBerry Device Software installed on the BlackBerry smartphone.
Warning: The following procedures delete either all data, or all data and applications (including files in the on-board media storage) on the BlackBerry smartphone. Back up the data on the BlackBerry smartphone before proceeding. For instructions on performing a backup of the BlackBerry smartphone, please refer to the BlackBerry Desktop Software user guide.
Note: If Content Protection is turned on, the process for deleting all data and applications from the BlackBerry smartphone can take up to an hour to complete. Do not remove the battery from the BlackBerry smartphone while data is being deleted.
For BlackBerry 10 OS:
For steps to Security Wipe the BlackBerry 10 smartphone, see KB33591.
For BlackBerry 6.0 to 7.1:
From the Home screen of the BlackBerry smartphone, click Options > Security > Security Wipe.
Select the appropriate check boxes to remove data and applications as intended.
Type blackberry, and click Wipe Data.
For BlackBerry Device Software 5.0:
From the Home screen of the BlackBerry smartphone, click Options > Security Options > Security Wipe.
Select the appropriate check boxes to remove data and applications as intended.
Type blackberry, and click Wipe.
For BlackBerry Device Software 4.5 to 4.7:
From the Home screen of the BlackBerry smartphone, click Options > Security Options > General Settings.
Press the Menu key, and select the Wipe Handheld option.
Select the Include third-party applications check box to remove third-party applications. Clear the check box to preserve third-party applications.
Click Continue.
Type blackberry, and press the Enter key.
Additional Information
Once the security wipe has been completed, email delivery will have been stopped. The BlackBerry Internet Service account may need to be re-associated to the BlackBerry smartphone to restore email delivery to the device. For more information, see KB28225. If the smartphone is activated on a BlackBerry Enterprise Server, a security wipe will stop email flow and organizer data (Contacts, Calendar, Tasks, Memos) sync, and will need to to go through the enterprise activation process again in order to restore email and organizer data sync functionality.
| x |
- DELETE all data or all data and applications on the BB device KB02318
KB02318 How to delete all data or all data and applications on the BlackBerry smartphone
Option 1 - Select the Wipe Handheld option
To delete all data and user installed applications from the BlackBerry smartphone using the Security Wipe option, please see KB14058.
Option 2 - Type an incorrect password ten times
To delete all data from the BlackBerry smartphone, complete the following steps:
Lock the BlackBerry smartphone, and then type an incorrect password ten times.
If prompted, type blackberry.
Once complete, all data on the BlackBerry smartphone is deleted.
Option 3 - Remove installed application
To remove installed applications on a BlackBerry smartphone, please see KB10040.
Option 4 - Clear the application databases
To clear the application databases from the BlackBerry smartphone, please see KB10167.
Option 5 - Type an incorrect password in the application loader tool
To delete all data from the BlackBerry smartphone, complete the following steps:
Connect the BlackBerry smartphone to the computer.
Open the BlackBerry Desktop Software, and then double-click Application Loader.
In the Application Loader Wizard window, click Next.
On the Device Security Password screen, type an incorrect password, and then click OK. Perform this step 10 times to delete all data and applications.
Option 6 - Reset to factory
To reset the BlackBerry smartphone to factory defaults, see KB18998 . This option will not remove installed applications.
Option 7 - Use loader.exe to manually remove all applications
Connect the BlackBerry smartphone to the computer.
On a 32 bit installation of Windows navigate to:
C:\Program Files\Common Files\Research In Motion\AppLoader
On a 64 bit installation of Windows navigate to:
C:\Program Files (x86)\Common Files\Research In Motion\AppLoader
Launch loader.exe, click Next and verify the BlackBerry smartphone is connected then press Next.
Uncheck all applications to be removed and press Next.
On the summary screen press the Advanced button. Select Delete all applications data and press Next.
Select Do not automatically backup and restore the device application data during the loading process and press Next.
Review the changes and press Finish. | x |
- How to force the detection of the BlackBerry smartphone using Application Loader KB10144
KB10144 How to force the detection of the BlackBerry smartphone using Application Loader
Environment
BlackBerry Desktop Manager 4.5 to 5.0.1
BlackBerry Desktop Software 6.0 to 7.0
Overview
To force the detection of the BlackBerry smartphone using the application loader tool, complete the following steps:
Warning: The following procedures delete either all data, or all data and applications on the BlackBerry smartphone.
BlackBerry Desktop Manager 4.5 to 5.0.1:
Remove the battery from the back of the BlackBerry smartphone.
Connect the BlackBerry smartphone to the computer using a USB cable.
In the BlackBerry Desktop Manager, double-click Application Loader.
Click Start under the Update Software heading.
The Device Password dialog appears. If the BlackBerry smartphone is password enabled, enter the password. If the BlackBerry smartphone does not have a password, leave this field empty.
Click OK.
If prompted with a list of Available Updates, choose the latest software version by selecting the corresponding check box and then click Next.
Click the Settings button under the Device backup and restore options.
Make sure that the Back up device data automatically during the installation process check box is not selected.
Make sure that the Delete all application data and Erase all currently installed applications check boxes are both selected.
Click OK on the Settings dialog.
Insert the battery into the back of the BlackBerry smartphone.
In the Application Loader wizard, click Next to proceed with the loading process.
When the process is complete, the Application Loader wizard displays the following message: The loading operation was successful.
Insert the memory card, if applicable.
Close the Application Loader wizard.
BlackBerry Desktop Software 6.0 to 7.0:
Remove the battery from the back of the BlackBerry smartphone.
Connect the BlackBerry smartphone to the computer using a USB cable.
Once prompted to Retry, Update or Cancel, click Update. If available updates are found Desktop Manager will prompt you to Get Update, Update Later or View other versions
Click Get Update to install the recommended software version or View other Versions to manually select the version you wish to install and click Install.
In the Update Options screen there is the option to enter the email address to be notified in future when there may be new software versions available.
fill in the checkbox and enter the email address in the text field to receive email notifications
uncheck the checkbox and leave the text field blank to not receive updates.
Reinsert the Battery which was removed in step 1
Click Install Update
Note: there may be a prompt to activate the device wirelessly after the upgrade.
Additional Information
With BlackBerry Desktop Software 6.0 to 7.0 when a nonfunctional device is connected there will be a prompt with an informational screen which will assist in updating the device. See KB20371 for further details.
| x |
- How to update the BlackBerry Device Software through the web KB16068
KB16068 How to update the BlackBerry Device Software through the web
Environment
BlackBerry® Device Software
Overview
To perform a web-based BlackBerry® Device Software update, complete the following steps:
Connect the BlackBerry® smartphone to the computer using a USB connection.
On the computer, navigate to the BlackBerry Device Software updates web site (http://www.blackberry.com/updates).
Click Check for Updates.
If the Application Loader tool is not installed on the computer, complete the following steps:
- In the File Download - Security Warning dialog box, click Run.
- In the Internet Explorer - Security Warning dialog box, click Run.
- When prompted, restart the computer.
- On the computer, navigate to the BlackBerry Device Software updates web site.
Click Check for Updates.
In the Unlock BlackBerry device dialog box, type the password for the BlackBerry smartphone.
Click OK.
If an update is available, the following will be displayed:
An updated version of BlackBerry® Device Software is available. Do you want to install the update?
If updating to the latest version of BlackBerry Device Software Click Get update. If reloading the same version of the BlackBerry Device Software Click View other versions and then select the Current Version and click Install. Complete the instructions on the screen to perform an available BlackBerry Device Software update.
| x |
- How to reload a BlackBerry smartphone without using the BlackBerry Desktop Software KB29847
KB29847 How to reload a BlackBerry smartphone without using the BlackBerry Desktop Software
Environment
BlackBerry Desktop Software (Windows)
BlackBerry Device Software
Overview
A reload of BlackBerry Device Software without using BlackBerry Desktop Software can be performed using the following methods:
Using the Application Loader after installing the specific Device software package for the BlackBerry smartphone
Using the BlackBerry Update website
To reload using the Device Software package, perform the following steps:
Download and install the appropriate BlackBerry Device Software from your wireless service provider. To select the correct wireless service provider, navigate to the following link: http://us.blackberry.com/support/downloads/download_sites.jsp
When the installation is completed, start the Application Loader Wizard. For computers using a 32-bit Windows XP, Windows Vista or Windows 7 operating system: Browse to C:\Program Files\Common Files\Research In Motion\ AppLoader and double click Loader.exe For computers using a 64-bit Windows XP, Windows Vista or Windows 7 operating system: Browse to C:\Program Files (x86)\Common Files\Research In Motion\Apploader and double click Loader.exe
Follow the on-line steps in Application Loader.
When the prompt comes up to back up the information select Do not back up data.
At the last page before hitting finish click Advanced.
Select to delete all third party application and all data applications.
Click Finish
Update the Blackberry smartphone using the BlackBerry Update site:
Launch the Internet Explorer web browser
Go to www.blackberry.com/update
Select the Update your software Button. If not already installed, you will be prompted to download and install a Microsoft ActiveX control from Research In Motion that will allow Internet Explorer to communicate with the attached BlackBerry smartphone. It will confirm your BlackBerry smartphone model and carrier, check for an available update, download the application loader and Smartphone software if available and begin the install wizard.
When prompted to install an update, select Get update.
Select Install Update.
| x |
- How to manually transfer files between a BlackBerry smartphone and a Windows computer KB29523
KB29523 How to manually transfer files between a BlackBerry smartphone and a Windows computer
Environment
BlackBerry® Device Software
Microsoft Windows®
Overview
BlackBerry® Desktop Software is designed to synchronize calendar, contacts, memos, tasks, pictures, music and video libraries to the BlackBerry® smartphone from a Microsoft Windows® computer. However, it is possible to transfer files manually with or without BlackBerry Desktop Software being installed. To do this the BlackBerry smartphone must have either or both Internal Phone Memory Storage or External Memory such as a MicroSD Card installed.
The BlackBerry smartphone will need to have Mass Storage Mode enabled so that files can be transferred to and from a Microsoft Windows computer via USB cable.
To enable media card support on the BlackBerry smartphone running BlackBerry Device Software 4.2.2 to 4.5
From the Home screen of the BlackBerry smartphone, click Options then Media Card.
Set the following options:
Media Card Support - On
Encryption Mode - None
Mass Storage Mode Support - On
Auto Enable Mass Storage Mode When Connected - Yes or Prompt
Note: If Prompt is selected, Do you want to turn on Mass Storage Mode? You might not be able to access some media files in this mode appears when the BlackBerry smartphone is connected to the Microsoft Windows computer. Select Yes to turn on mass storage mode.
To enable media card support on the BlackBerry smartphone running BlackBerry Device Software 4.6 to 4.7.1
From the Home screen of the BlackBerry smartphone, click Options then Memory.
Set the following options:
Media Card Support - On
Encryption Mode - None
Mass Storage Mode Support - On
Auto Enable Mass Storage Mode When Connected - Yes or Prompt
Note: If Prompt is selected, Do you want to turn on Mass Storage Mode? You might not be able to access some media files in this mode appears when the BlackBerry smartphone is connected to the Microsoft Windows computer. Select Yes to turn on mass storage mode.
To enable media card support on the BlackBerry smartphone running BlackBerry Device Software 5.0
From the Home screen of the BlackBerry smartphone, click Options then Memory.
Set the following options:
Media Card Support - On
Encryption Mode - None
Mass Storage Mode Support - On
Media Transfer Protocol (MTP) (if this option appears in the list) - On or Off
Auto Enable Mass Storage Mode When Connected - Yes or Prompt
Note: If Prompt is selected, Do you want to turn on Mass Storage Mode? You might not be able to access some media files in this mode appears when the BlackBerry smartphone is connected to the Microsoft Windows® computer. Select Yes to turn on mass storage mode.
To enable media card support on the BlackBerry smartphone running BlackBerry® 6 and BlackBerry® 7
From the Home screen of the BlackBerry smartphone, click Options then Device then Storage.
Check Media Card Support.
Note: When the BlackBerry smartphone is plugged into the computer the following prompt may be displayed on the BlackBerry smartphone, Blackberry device is plugged in. Once this prompt is displayed choose USB Drive.
To transfer files between the media card and the Microsoft Windows computer
Once the BlackBerry smartphone is connected to the Microsoft Windows environment a prompt to open folders should display on the home screen.
Drag and drop or copy and paste files between BlackBerry smartphone internal or external storage memory and Microsoft Windows computer.
Alternatively the Internal and External storage memory can be accessed from My Computer.
Note: When transferring files to the Internal memory or External memory MicroSD card, please make sure the files are transferred to the appropriate directory. For example, music media files should be transferred into the Music directory on the media card.
| x |
- How to copy files to BlackBerry smartphone from a computer KB23386
KB23386 How to copy files to BlackBerry smartphone from a computer
Environment
Windows® XP, Vista™, 7
Documents To Go® Premium 2.0
Documents To Go® Standard 2.0
Documents To Go® Premium 1.0
Documents To Go® Standard 1.0
Overview
How to copy files to BlackBerry® smartphone from a computer and visa versa.
Files can be synchronized or copied between the BlackBerry smartphone and a computer. The ability to synchronize documents was first included in version 2.0 of Documents To Go® Premium Edition. Even if you cannot synchronize, there are several ways to copy files between your computer and BlackBerry.
Complete one of the following methods:
Transfer files using Mass Storage Mode
Files can be copied to the BlackBerry smartphone by connecting it to a computer with a USB cable and enabling Mass Storage Mode on the handheld. Mass Storage Mode allows the Media Card (and Device Memory on some models) to be mounted as a storage drive on the computer. This is usually the best option if you have a Media Card, or if you have a BlackBerry model that supports mounting the Device Memory via Mass Storage Mode.
For more information please refer to KB23450 - Copy documents to a BlackBerry smartphone using Mass Storage Mode
BlackBerry Desktop Software Files
Files can be copied to the BlackBerry by connecting it to a computer with a USB cable and using the Files option in the BlackBerry Desktop Software 6.1 application. The Files section allows access to files on the media card as well as the internal memory on the BlackBerry smartphone or BlackBerry Playbook tablet
For more information on transferring files using BlackBerry Desktop Software files see the User Guide located at docs.blackberry.com
Transfer files using Bluetooth
It is possible to wirelessly copy files to the handheld if the computer and Blackberry are both equipped with Bluetooth. For help using Bluetooth on your computer, please refer to the documentation that came with your computer or Bluetooth hardware.
For more information please refer to KB05409 - Copy documents to a BlackBerry smartphone using Bluetooth
Transfer files using a Card Reader
It is possible to copy files to the BlackBerry if there is a Media Card for the BlackBerry and a card reader for the computer. Take the media card out of the BlackBerry and insert it into the card reader. The card will mount as a disk on the computer, just like using Mass Storage Mode. It is possible to copy files to the Documents folder on the Media Card, or to another folder of choice. Files can be copied in either direction using this method to or from the BlackBerry smartphone.
Transfer files as an email attachment
It is possible to send files as email attachments from a computer to the BlackBerry if it can download native email attachments. Open the email on the handheld and download the attachment (save it to the Device Memory or Media Card first, or open it directly from the email).
| x |
- Recovering a Nuked BlackBerry
Requirements/Disclaimer
Before reloading the operating system on a Nuked BlackBerry, you need to make sure you have taken care of some basics:
you are using a Windows Computer
have BlackBerry Desktop Manager installed
have the BlackBerry Operating System you want to install/reload onto your Nuked BlackBerry installed
You can download the latest version of BlackBerry Desktop Manager from the BlackBerry.com website, and you can find the latest Operating System available for your device from our BlackBerry OS superpage.
Keep in mind that during this process you don’t necessarily have to reload the same version of the OS that’s currently running on your Nuked BlackBerry. With the example I’m going through today, I’m actually going to revert to a slightly older operating system. There was an OSv4.3.1 Beta for the Curve I got my hands on way back when. Well, it turns out it had a slight glitch that made it want to occasionally reboot the phone when I answered incoming calls (which I was living with ok), but after Nuking my Berry while testing some software a friend of mine was working on, I decided to take the opportunity to revert back to the very stable OSv4.2.2. To accomplish this, on my computer I first open Control Panel > Add/Remove Software and uninstalled the current Operating System for the 8300 Curve. From there I went to AT&T’s website and downloaded and installed OSv4.2.2.
And now for the disclaimer, aka Bad News. With the process I’m going through here, any 3rd party applications you have installed on your BlackBerry will be lost. This install gives you a clean slate, which is a heck of a lot better than a Nuked Berry. So once you’re up to speed, you will have to install all your favorite apps once again.
The following process doesn't just work for Nuked BlackBerrys. You can also use it to clean the slate/reload/update the OS on a BlackBerry that's in fine working order.
**********************
How to Reload the OS on a Nuked BlackBerry
Step #1: Make sure your BlackBerry IS NOT connected to your computer. Locate and Open the App Loader application. You won't have a shortcut to this program on your start menu. You need to locate it manually. Open your file browser, go to your C Drive (operating system drive) and navigate your way through the folders to Program Files > Common Files >Research In Motion > AppLoader. Once you are in the AppLoader directory, double click on the Loader application shortcut. Once Loader opens, you can click Next and then proceed to Step #2. As you may have noticed, we skip Desktop Manager altogether.
Step 1: Browse your way into the AppLoader Directory, and Open the Loader Application
The Loader Homescreen. You can Click Next to Continue. After you click next, Loader Waits for you to Connect the Device.
Proceed to Step #2
Step #2: We need to connect the BlackBerry to the Computer via USB cable. But here's where the tricky part comes in with the Nuked BlackBerry. Do you see in the image above where it says COM1? What we want to do is plug in the BlackBerry, and when COM1 switches to say USB-PIN:UNKNOWN we immediately click Next. This catches the BlackBerry and takes it out of the constant reboot cycle and allows you to then reload the Operating System.
Tip: The USB-PIN:UNKNOWN option will display for a few seconds when the BlackBerry is first connected/flashing its LED in red. With a Nuked BlackBerry, That occurs when the device is in the initial start-up part of it's reboot sequence. The easiest way to get that to happen (vs. waiting for that step in the reboot sequence where you have a tenth of a second to hit Next before you lose your chance) is to simply pull the battery from the BlackBerry. With the battery pulled, connect the BlackBerry to the USB connector and as SOON as you see USB-PIN:UNKNOWN hit Next. You have to be quick still, but using this method you are in control of the timing. From there you can put the battery back in and battery cover back on (Make Sure you install the battery or else when the OS update is completing and the device disconnects from the computer to reboot, it will lose the power provided by the USB connection and you will get an error and have to do it all over again!).
** If you don't get it right the first time, try again (unplug from USB, pull battery, connect and hit Next while USB-PIN:Unknown is showing). You have to be fast and the timing is key, so it may take you three or four tries.
Connect Your BlackBerry via USB. Click NEXT as Soon as USB:UNKNOWN Appears
Tip: With Battery Out, Connect BlackBerry to USB.
This will give you more control in nailing the timing of
connecting Next while USB:UNKOWN displays
Step #3: With your BlackBerry now out of the permanent reboot sequence, you are essentially in the clear and well on your way to having your BlackBerry up and running again. Choose the options you want to install on your BlackBerry (BrickBreaker, BlackBerry Messenger, BlackBerry Maps, etc.), click next, then approve the installation by clicking "Finish." Sit back and relax while the BlackBerry does its thing. It'll take some time and go through a number of screens but eventually you will reach my favorite "The loading operation was successful" screen. Your BlackBerry will reboot itself at this point and it will take a LONG time to reboot (10 - 15 minutes or so). You can unplug it from the USB (it's not connected while rebooting) and just continue to sit back and wait. Get scared, but not too scared...it will eventually boot up.
Select the OS options you want to install
Approve the Operating System Installalation Options
Sit back and relax and let the installer do its thing
nstallation Complete! Just sit back and let your BlackBerry Reboot
Step #4: That's it! You are done. Brand New BlackBerry. With your BlackBerry no longer Nuked, you can run through the Set Up Wizard (set the date/time/fonts, etc.) and from there you WILL NOW BE ABLE TO connect to the BlackBerry Desktop Manager software. Hopefully you occasionally back up your data and can now use Desktop Manager's restore function to load up your backed up data. If not, hopefully you have your contacts all synced to Outlook so you can reload your Address book from there. Once that's done, it's time to install all your favorite apps again! I'd recommend starting with the CrackBerry.com Launcher (visit http://wap.crackberry.com on your BlackBerry's browser to download it!). Happy BlackBerrying!
| x |
- How to backup and restore BlackBerry smartphone data using BlackBerry Desktop Software KB13428
KB13428 How to backup and restore BlackBerry smartphone data using BlackBerry Desktop Software
Environment
BlackBerry Desktop Software
Overview
Perform the following steps to transfer backup files from one BlackBerry smartphone to another:
For BlackBerry Desktop Manager 4.3 to 5.0:
Connect the BlackBerry smartphone from which the files are being transferred.
Open BlackBerry Desktop Manager.
Click the Backup and Restore application.
Click Back up to back up the data on the BlackBerry smartphone.
When the backup is complete, disconnect the BlackBerry smartphone from the computer.
Connect the BlackBerry smartphone to which the data will be transferred.
In BlackBerry Desktop Manager, click the Backup and Restore application.
Click Restore to transfer data from the backup files.
Perform the following steps to restore one or more individual databases to a BlackBerry smartphone:
Connect the BlackBerry smartphone to which the data will be transferred.
In BlackBerry Desktop Manager, click the Backup and Restore application.
Click Advanced. The Desktop File Databases column shows information from the backup performed in step 4. The Device Databases column shows the applications on the BlackBerry smartphone connected to the computer.
From the Desktop File Databases column, select the database to be transferred and click the arrow pointing to the Device Databases column. The database selected to restore is transferred to the BlackBerry smartphone that is connected to the computer.
For BlackBerry Desktop Software 6.0 to 7.1:
Connect the BlackBerry smartphone from which the files are being transferred.
In the BlackBerry Desktop Software, click Device > Back up.
To back up all device data, click Full (all device data and settings).
Click Back up.
When the backup is complete, disconnect the BlackBerry smartphone from the computer.
Connect the BlackBerry smartphone to which the data will be transferred.
In the BlackBerry Desktop Software, click Device > Restore.
Select the backup file containing the data to be restored.
Click Restore.
Perform the following steps to restore one or more individual databases to a BlackBerry smartphone:
Connect the BlackBerry smartphone to which the files are being transferred.
In the BlackBerry Desktop Software, click Device > Restore.
To select the data to be restored, click Select Device Data and Settings.
Select the check box beside the data type to be restored.
Click Restore.
Additional Information
The BlackBerry smartphones do not have to be the same model in order for this procedure to be performed.
For more details about the information contained in each database on the BlackBerry smartphone, see KB03974.
| x |
- How to clear the user content databases from the BlackBerry smartphone KB10167
KB10167 How to clear the user content databases from the BlackBerry smartphone
Environment
•BlackBerry® Desktop Manager 4.2 to 5.0 SP1
•BlackBerry® Desktop Software 6.0 to 7.1
•BlackBerry® Desktop Software for Mac
Overview
BlackBerry® smartphone user content databases contain all of the user's information, including contacts, calendar, and memos. They also contain setting information, such as SureType® input method options.
It is sometimes necessary to clear the content from one of these databases.
There are two ways to clear databases from the BlackBerry smartphone:
Warning: Make sure to back up BlackBerry smartphone data before clearing a database. For more information, see KB12487. Clearing a database permanently deletes all of the data contained in the database. To view the data that each database contains, see KB03974.
Note: Wireless synchronization must be disabled if BlackBerry smartphone is currently active on a BlackBerry Enterprise Server. Follow the steps below to accomplish this task.
1.Open the organizer data application to be synchronized (address book, calendar, memos or tasks).
2.With the application open, press the Menu key and select Options.
3.Next, clear the Wireless Synchronization check box (for the calendar or address book, first select the calendar or contact list that has wireless synchronization enabled, such as Desktop, Gmail®, or Yahoo!® [Yahoo! is only for contact lists]).
4.Press the Menu key and select Save, or press the Escape key and select Save.
Method 1
To clear individual databases from the BlackBerry smartphone, complete the following steps:
BlackBerry Desktop Software 6.0 to 7.1
Connect the BlackBerry smartphone to the computer.
1.Open the BlackBerry Desktop Software.
2.Click the Device menu and select Delete data.
3.Select the appropriate option to perform: •All data - clears all data on the BlackBerry smartphone.
•Selected data - clears only data from selected database.
•Back up data before deleting - will backup selected data before deleting.
BlackBerry Desktop Manager 5.0 SP1 and earlier
1.Connect the BlackBerry smartphone to the computer.
2.Open the BlackBerry Desktop Manager.
3.Click Backup and Restore and then click Advanced.
4.From the list of Device Databases, select the appropriate database. For example, to clear email messages, select Messages.
5.Click Clear.
6.In the Warning dialog box, click OK.
7.Click Refresh to confirm that the database has been cleared.
For BlackBerry Desktop Software for Mac
1.Connect the smartphone to the Mac computer.
2.In the BlackBerry Desktop Software, click Device in the menu bar and click Clear Data.
3.Select the appropriate option to perform: •All data - clears all data on the BlackBerry smartphone.
•Selected data - clears only data from selected databases.
•Back up data before clearing - will backup selected data before deleting
4.Click Clear.
Method 2
To clear all databases from the BlackBerry smartphone, use the Wipe Handheld option. For more information, see KB14058.
| x |
- How to start a BlackBerry smartphone in Safe Mode KB17877
KB17877 How to start a BlackBerry smartphone in Safe Mode
Environment
BlackBerry Device Software 4.6 to 5.0
BlackBerry 6 to 7.1
Overview
Safe mode is designed to allow troubleshooting or remove any unwanted applications and can also be used to prevent third-party applications from running automatically when starting the BlackBerry smartphone.
To start-up a BlackBerry Storm™ and BlackBerry smartphones running BlackBerry Device Software 4.6 to 5.0 in Safe Mode, complete the following steps:
Remove and reinsert the BlackBerry smartphone battery.
When the red LED (Light-Emitting Diode) goes out, press and hold the Escape key until the loading screen appears then release the Escape key.
When the BlackBerry smartphone boots up the Safe Mode disclaimer listed below appears, click OK to dismiss the disclaimer.
To start-up a BlackBerry Storm™ 2 and BlackBerry smartphones running BlackBerry® 6 and BlackBerry® 7 to 7.1 in Safe Mode complete the following steps:
Remove and reinsert the BlackBerry smartphone battery.
Once the loading bar is displayed on the screen of the BlackBerry smartphone, press and hold the Escape key until you hear beeping or the loading bar completes then release the Escape key.
When the BlackBerry smartphone boots up the Safe Mode disclaimer listed below appears, click OK to dismiss the disclaimer.
Safe Mode Disclaimer message:
Your device is currently in Safe Mode. Your device starts in Safe Mode if you hold the Escape key during startup. To remain in Safe Mode, click OK. To exit Safe Mode, click Reset.
NOTE: To turn off Safe Mode, remove and reinsert the BlackBerry smartphone battery. Safe mode enabled status is indicated by a safe mode indicator in the BlackBerry smartphone status section of the Home Screen.
Additional Information
The Escape key is the key with a curved arrow that is located on the right side of the trackpad / trackball. | x |
BB10 - Backup Restore Reload Reset Delete Security Wipe- How to clean RELOAD the BB10 OS or BlackBerry PlayBook OS using BlackBerry LINK KB34045
KB34045 How to clean reload the BlackBerry 10 OS or BlackBerry PlayBook OS using BlackBerry Link
Environment
BlackBerry Link 1.2.0.28 (for Windows)
BlackBerry Link 1.1.1.35 (for Mac OS)
BlackBerry 10 OS
BlackBerry PlayBook OS
Mac OS
Windows
Overview
Standard troubleshooting should always be performed and logs should be submitted for review prior to reloading device software.
Only proceed with reloading the device software to the BlackBerry 10 smartphone or BlackBerry PlayBook tablet if instructed by BlackBerry Technical Support Services or as directed by another BlackBerry Knowledge Base (KB) article.
Warning: The following procedure will delete all data and applications on the BlackBerry device. If possible, back up the data prior to performing the procedure. For information on how to back up data from the BlackBerry 10 smartphone or BlackBerry PlayBook tablet, see KB33526.
Before proceeding, download and install (or update to) the latest version of BlackBerry Link found at www.blackberry.com/blackberrylink.
To reload the BlackBerry 10 OS or BlackBerry PlayBook OS, complete the following steps:
BlackBerry Link version 1.2.0.28 (Windows):
Open BlackBerry Link.
Ensure the computer is connected to the Internet.
Power off the BlackBerry 10 smartphone or BlackBerry PlayBook tablet.
Connect the device to the computer via the USB cable.
Under the Devices heading, click the device name when it is displayed.
Click Preferences at the top-right.
Under the General heading, click Reload Device Software.
Click the Reload button.
BlackBerry Link version 1.2.0.17 (Mac OS):
Open BlackBerry Link.
Ensure the computer is connected to the Internet.
Power off the BlackBerry 10 smartphone or BlackBerry PlayBook tablet.
Connect the device to the computer.
Click the device name when it is displayed on the left.
Click the Reload button.
Note: If the device is not detected by BlackBerry Link, at the top of the screen in the menu bar, click BlackBerry Link > Preferences > Reload to complete the reload.
| x |
- How to BACKUP and RESTORE data on the BB10 smartphone KB33526
KB33526 How to backup and restore data on the BlackBerry 10 smartphone using BlackBerry Link
Environment
BlackBerry 10
BlackBerry Link
Overview
Backing Up Data
To backup data on the BlackBerry 10 smartphone, complete the following:
BlackBerry Link 1.2 (for Windows):
Open BlackBerry Link.
Connect the device to the computer using the USB cable.
At the side of the screen, click the device.
Click Back Up & Restore.
Click Back Up Device.
BlackBerry Link 1.1.1 (for Mac OS)
Open BlackBerry Link.
Connect the device to the computer using the USB cable.
At the bottom of the screen, click the device.
Click the Settings (gear) icon. In the Settings view, in the left pane, click Back Up Now.
Note: The specific data to back up can be customized in the Settings view.
Restoring Data
To restore a backup file created from a BlackBerry smartphone running BlackBerry 10 OS or BlackBerry Device Software 5.0 or later, complete the following:
BlackBerry Link 1.2 (for Windows):
Open BlackBerry Link.
At the side of the screen, click your device.
Click Back Up & Restore.
Click Restore Device.
Do one of the following:
To restore all of the data in a backup file to the device, click a backup file.
To restore specific data in a backup file to the device, click a backup file. Clear the Restore all data check box. Select the check box beside one or more databases to restore
To restore data from a backup file that is not listed, click the Change Folder icon. Navigate to the .bbb file or .ipd file. Click OK.
Click Restore.
BlackBerry Link 1.1.1 (for Mac OS)
Open BlackBerry Link.
At the bottom of the screen, click the device.
Click the Settings (gear) icon.
In the Settings view, in the left pane, click Restore Data.
Click Restore from backup file.
Do one of the following:
To restore all of the data in a backup file to the device, click a backup file.
To restore specific data in a backup file to the device, click a backup file. Clear the Restore all data check box. Select the check box beside one or more databases to restore.
To restore data from a backup file that is not listed, click Open another backup folder. Navigate to the .bbb file or .ipd file. Click OK.
Click Restore Data.
| x |
- How to perform a SECURITY WIPE on the BB10 smartphone KB33591
KB33591 How to perform a Security Wipe on the BlackBerry 10 smartphone
Environment
BlackBerry 10 OS
Overview
To delete all data, applications, and media from the BlackBerry 10 smartphone, complete the following steps.
Warning: The following procedures will delete all data, applications, media (including files and pictures/video taken on the smartphone or transferred from a computer), and revert all settings to defaults on the BlackBerry 10 smartphone. Back up the data on the smartphone before proceeding. For instructions on performing a backup of the smartphone, refer to BlackBerry Link User Guide.
To perform a security wipe on the BlackBerry 10 smartphone, complete the following:
Note: Ensure that the BlackBerry 10 smartphone is plugged into a power source to prevent power loss during the security wipe process.
Swipe down from the top of the home screen and tap Settings.
Tap Security and Privacy > Security Wipe.
Enter the word blackberry in the text field to confirm that you wish to continue with the Security Wipe.
Tap Delete Data to intiate the security wipe process.
Note: The security wipe process can take in excess of 15 minutes to complete. During the Security Wipe it is extremely important that the operation is left to complete on it's own. For information on expected time to perform a security wipe see KB33494.
Warning: Do not attempt to restart the smartphone or pull the battery until the security wipe has fully completed. If the security wipe is interrupted (for instance, if the battery is removed during the process), then the BlackBerry 10 OS may need to be reloaded. For instructions on reloading a BlackBerry 10 smartphone after an interrupted Security Wipe see KB33480.
Once the security wipe has completed, the initial setup will need to be completed before the smartphone can be used.
Additional Information
When completing a security wipe, applications purchased through BlackBerry World will be deleted from the smartphone, but will still be associated to the BlackBerry ID they were purchased with. To reinstall these applications:
Open BlackBerry World.
Select the Uninstalled tab.
Locate the desired application in the list and tap the Reinstall button next to the application.
For steps to delete all data and applications from BlackBerry smartphones running BlackBerry 6 to 7.1 or BlackBerry Device Software 4.5 to 5.0, see KB14058.
| x |
- How to clear the Local Calendar and Local Contacts databases on the BlackBerry 10 smartphone KB34178
KB34178 How to clear the Local Calendar and Local Contacts databases on the BlackBerry 10 smartphone
Environment
BlackBerry 10 OS version 10.1
Overview
To clear the local calendar or contact database on the BlackBerry 10 smartphone, complete the following steps:
Swipe down from the top bezel on the home screen, and select Settings.
Select Accounts.
Tap the action menu button (3 vertical dots) on the bottom-right.
Select Clear Local Contacts or Clear Local Calendar.
| x |
- Reset a BlackBerry smartphone KB02141
KB02141 Reset a BlackBerry smartphone
Environment
BlackBerry smartphones
Overview
A reset of the BlackBerry smartphone is a troubleshooting method that completely turns off and restarts the BlackBerry smartphone's operating system software and applications. It is a useful step if the BlackBerry smartphone is experiencing hardware, software, or wireless network related issues.
Note:
A reset of a BlackBerry smartphone does not delete any settings or data.
It is normal behavior for a BlackBerry smartphone to take several minutes to completely start up following a reset.
There are two options for performing a reset: a hard reset and a soft reset.
Hard Reset
To perform a hard reset on the BlackBerry smartphone, complete the following steps:
Remove the battery cover from the back of the smartphone.
Remove the battery, and then reinsert it after a few seconds.
Replace the battery cover.
Soft Reset
To perform a soft reset on the BlackBerry 10 smartphone, complete one of the following:
Press and hold the Power key for 10 seconds.
Press and hold the Volume up key and the Volume down key at the same time for 10 seconds.
To perform a soft reset, on BlackBerry smartphones running BlackBerry 7 and earlier, complete the following steps:
Note: This method is only available on BlackBerry smartphone models with a QWERTY keyboard. Do not attempt to perform a soft reset on BlackBerry smartphones that are equipped with SureType technology or the SurePress touch screen, such as the BlackBerry Pearl Series, BlackBerry Pearl Flip Series, and BlackBerry Storm smartphone.
Press and hold the Alt key.
While holding down the Alt key, press and hold the right Shift key.
While holding down the Alt key and right Shift key, press the Backspace/Delete key.
The display on the BlackBerry smartphone will turn off to indicate that the reset has started. The keys can now be released.
Note: The Alt key, right Shift key, and Backspace/Delete keys are not displayed the same on some BlackBerry smartphones, however, the location of these keys does not change.
Additional Information
Some wireless service providers and third-party device manufacturers have processes called master reset, factory reset, or master clear, which erase all user data and settings on non-BlackBerry devices, restoring them to 'factory default settings' or an 'out of box' state. The Wipe Handheld or Security Wipe features on BlackBerry smartphones perform the same function. For further information on erasing all data or applications from the BlackBerry smartphone, see KB14058.
The terms Wipe Handheld or Security Wipe should not be confused with performing a Reset to Factory. A Reset to Factory erases all user data and settings along with any existing IT policy from the BlackBerry smartphone, but does not remove third party applications. For more information on and steps to perform a Reset to Factory, see KB21918.
To reset a legacy BlackBerry device (Research In Motion (RIM) 850, 857, 950, 957 devices), insert the end of a paper clip into the small hole on the back of the device.
| x |
- How to migrate data from a BlackBerry smartphone running BlackBerry Device Software 5.0 and above to BlackBerry 10 KB33322
KB33322 How to migrate data from a BlackBerry smartphone running BlackBerry Device Software 5.0 and above to BlackBerry 10
Environment
BlackBerry 10 OS
BlackBerry Device Software 5.0
BlackBerry 6 to 7.1
Overview
There are two methods to transfer data from a BlackBerry smartphone running BlackBerry Device Software 5.0 or BlackBerry 6 to 7.1 to the BlackBerry 10 smartphone.
Method 1: Using a MicroSD card
Note: This method only applies for BlackBerry smartphones running BlackBerry 7 and later.
Prior to completing the following steps, ensure:
A MicroSD card is present in the BlackBerry smartphone running BlackBerry 7, and there is available space in which to create a backup file.
There is a power source to charge both BlackBerry smartphone models during the migration process.
There is no IT Policy in use that would inhibit the migration process (if activated on a BlackBerry Enterprise Server). If a Policy is in use, contact the IT Administrator for more information and a suggested method for migration.
On the BlackBerry smartphone running BlackBerry 7:
Open the Setup application.
Select Device Switch.
Select Using a Media Card.
Select Transfer Data.
Follow the prompts.
A message is displayed Transferring Saved Data, this indicates the data transfer to the media card is in progress.
Saved Data Transferred is displayed indicating that the data has been backed up to the media card.
Important: If BBM 7 and above is in use, the BBM contacts will not be stored in the backup file. The BBM contacts are associated with the BlackBerry ID that is in use on the BlackBerry smartphone. Log in with the same BlackBerry ID on the BlackBerry 10 smartphone in order to restore these contacts. For more information, see KB20554.
Remove the media card from the BlackBerry smartphone running BlackBerry 7 and place it in the BlackBerry 10 smartphone.
On the BlackBerry 10 smartphone:
Open the Setup application.
Select the Device Switch icon.
The media card will then be checked, and instructions will be displayed.
Follow the on-screen instructions.
When the process is completed, a list of items that have been transferred will be displayed.
Method 2: Using BlackBerry Link
Note:
This method requires a PC or Mac computer with BlackBerry Link installed.
BlackBerry Link only supports BlackBerry PlayBook tablets and BlackBerry 10 smartphones, with the exception of the initial data migration from a BlackBerry smartphone running BlackBerry Device Software 5.0 or BlackBerry 6 to 7.1 to the BlackBerry 10 smartphone.
BlackBerry Link is available from www.blackberry.com/blackberrylink and is able to run simultaneously with BlackBerry Desktop Software for easy migration to BlackBerry 10.
BlackBerry 10 smartphones will provide an option for auto-install of BlackBerry Link when connected to a computer (Mac and Windows)
Prior to using BlackBerry Link for migration, ensure that:
BlackBerry Link is installed on the PC or Mac computer that will be utilized for the migration.
Both BlackBerry smartphone models are detected and can connect to BlackBerry Link on either the PC or Mac computer.
Follow the below steps for transferring data using BlackBerry Link:
Connect the BlackBerry smartphone running BlackBerry Device Software 5.0 or BlackBerry 6 to 7.1.
Select the name of the previous BlackBerry smartphone at the bottom.
A page will be displayed with a message that the device is not supported by BlackBerry Link, on the same page select Transfer Data.
On the next page, click Next. The data from this BlackBerry smartphone will then begin to backup.
Once the backup is complete, BlackBerry Link will prompt for the new device to be plugged in. Unplug the smartphone and plug in the BlackBerry 10 smartphone.
The screen will appear stating that the data is being transferred.
Once completed, unplug the BlackBerry 10 smartphone as it is ready for use.
If the previous smartphone is not available, a backup file can be used. Complete the following steps to migrate data using a backup file to the Blackberry 10 smartphone.
Note: This option is only available on Windows based computers at this time.
Connect the BlackBerry 10 smartphone to the computer using the USB cable.
At the bottom of the BlackBerry Link screen, press the up arrow to the right of the name of the BlackBerry 10 smartphone.
Select Restore > Restore from backup file > Legacy Device Backup Files.
Select the desired backup file.
Select the data to restore to the BlackBerry 10 smartphone. To restore all supported data, select the Restore all data check box.
Note: For a description of the BlackBerry smartphone databases, refer to KB03974.
Click Restore.
Additional Information
Note: The following data will not be migrated:
Notification Profiles
BlackBerry ID
Paired Bluetooth devices
BIS-integrated email accounts (sent or received emails)
Data associated with a BlackBerry Enterprise Server
Facebook/Twitter/LinkedIn
Installed applications
Custom auto-text (word substitution)
For more information regarding data not transferring during migration, refer to KB33523.
| x |
- How to load software onto a BlackBerry 10 smartphone or BlackBerry PlayBook in a broken state KB27366
KB27366 How to load software onto a BlackBerry 10 smartphone or BlackBerry PlayBook in a broken state
Environment
BlackBerry 10
BlackBerry PlayBook
BlackBerry Link
BlackBerry Desktop Software 7.1
BlackBerry Desktop Software 2.4 (Mac OS)
Overview
For BlackBerry internal use only. Not for external distribution.
Note: This Knowledge Base article is only to be used when another Knowledge Base article specifically states to follow these procedures and all required information has been collected, otherwise, the steps in this Knowledge Base article are not to be performed.
Continue to escalate all undocumented issues.
BlackBerry 10 smartphones and BlackBerry PlayBook Tablets version 2.1 or later
Ensure that BlackBerry Link is installed on the PC or Mac OS
Ensure the computer has an Internet connection.
Launch the BlackBerry Link Software.
Note: A backup of the BlackBerry device should be tried before a reload.
Turn off the BlackBerry device. Make sure there are no flashing LEDs and that the LCD is not still being lit by the backlight. If there are any flashing LEDs, hold the power button for 15 seconds until the LEDs stop.
Connect the BlackBerry device to the computer.
When prompted with Cannot communicate with device, click Restore or Reload and then click yes allow the update to be downloaded and installed on the BlackBerry device.
If the restore button is not seen press the vertical dots in the lower right corner of BlackBerry Link and select disconnected device. Highlight the disconnected device you are working with and attempt steps 4 to 6 again.
Warning: If the BlackBerry PlayBook user is travelling outside of the country, this software reload will result in applications not available in that region to no longer be available for the BlackBerry PlayBook, see KB27203 for more information.
Note: If you you are using this article to reload a BlackBerry PlayBook tablet you may use Desktop Software 7.1 for PC or Desktop software 2.4 for Mac if the customer has it already installed. If they do not please use BlackBerry Link.
PlayBook Tablets using Desktop Software 7.1 or Desktop Software 2.4 for Mac
Ensure that BlackBerry Desktop Software 7.1 is installed on your PC or BlackBerry Desktop Software 2.4 (Mac OS)
Ensure the computer has an Internet connection.
Launch the BlackBerry Desktop Software.
Note: A backup of the BlackBerry PlayBook should be tried before a reload.
Turn off the BlackBerry PlayBook. Make sure there are no flashing LEDs and that the LCD is not still being lit by the backlight. If there are any flashing LEDs, hold the power button for 15 seconds until the LEDs stop.
Connect the BlackBerry PlayBook to the computer.
When prompted with BlackBerry Desktop Software cannot communicate with the connected device, click Update and then click Repair allow the update to be downloaded and installed on the BlackBerry PlayBook.
Warning: If the BlackBerry PlayBook user is travelling outside of the country, this software reload will result in applications not available in that region to no longer be available for the BlackBerry PlayBook, see KB27203 for more information.
| x |
- How to perform a software update on a BlackBerry 10 smartphone KB34364
KB34364 How to perform a software update on a BlackBerry 10 smartphone
Environment
BlackBerry 10 smartphone
BlackBerry Link
Overview
Software updates for BlackBerry 10 smartphones can be performed using the following methods:
Note: It is advisable to backup the smartphone data to a computer using the BlackBerry Link software before upgrading the BlackBerry 10 OS. It is also advisable to have the BlackBerry smartphone connected to a power source while upgrading and with Wi-Fi enabled to avoid any data cost.
From the smartphone:
On the home screen of the BlackBerry 10 smartphone, swipe down from the top bezel.
Tap Settings > Software Updates.
Tap Check for Updates.
If an update is available, tap Update to start the update process.
When the software update has finished, a device restart will be required.
From BlackBerry Link version 1.0 to 1.1.1:
Ensure the computer is connected to the Internet.
Connect the BlackBerry 10 smartphone to the computer using a USB cable.
Launch BlackBerry Link.
At the bottom of the BlackBerry Link window, click the device to be upgraded.
In the Settings view in the left pane, click Install Update.
Important: Do not disconnect the device during the upgrade process.
From BlackBerry Link version 1.2:
Ensure the computer is connected to the Internet.
Connect the BlackBerry 10 smartphone to the computer using a USB cable.
Launch BlackBerry Link.
On the left hand side of the BlackBerry Link window, click the device to be upgraded.
Click Software Updates.
Click Check for Updates.
If a software update is available, click Install Update.
Important: Do not disconnect the device during the upgrade process.
For more information about updating the BlackBerry 10 smartphone, or to update the smartphone via the web, visit www.blackberry.com/update and look for the BlackBerry 10 OS heading.
Additional Information
See KB33526 for instructions on how to back up a BlackBerry 10 smartphone before performing a software update. | x |
BBOS Mac - Backup Restore Reload Reset Delete Security Wipe Transfer- Perform a clean reload of BlackBerry smartphone application software using BlackBerry Desktop Software on a Mac computer KB19915
KB19915 Perform a clean reload of BlackBerry smartphone application software using BlackBerry Desktop Software on a Mac computer
Environment
BlackBerry® Desktop Software (Mac OS)
Overview
Completion of the following tasks deletes all BlackBerry® smartphone user data, removes all applications and third-party applications, and then reloads all default applications on the BlackBerry smartphone. For information on backing up data on the BlackBerry smartphone, see KB18776 .
Note: BlackBerry® Device Software can only be reloaded if the wireless service provider offers BlackBerry Device Software 4.5 or later.
Note: Internet access is required on the Mac computer that the BlackBerry Desktop Software is installed on, to receive updates for the BlackBerry smartphone.
Connect the BlackBerry smartphone to the Mac computer and open the BlackBerry® Desktop Software.
Click Applications.
Click Check for Updates.
Click Show Other Versions.
Select the current version of BlackBerry Device Software that is installed on the BlackBerry smartphone and click Select.
Click the arrow next to Reload Options. Clear the Backup and restore device data and Back up and restore third-party applications check boxes. Click Reload.
Once the reload completes, the user can then come back to this menu and select applications to be installed by clicking Install/Remove Applications. Check all applications to be reinstalled on the BlackBerry smartphone.
Additional Information
Note: If using BlackBerry Desktop Manager for Mac OS 2.0 and on a BlackBerry® Enterprise Server, the software will automatically perform a restore of secure services. Please see KB24673 for more information.
If a BlackBerry device is connected to the Desktop Software while turned off or in a state where it can't boot up, the Desktop Software will prompt the user if they wish to Cancel, Repair, or Retry the connection. Selecting Repair will start the clean reload process.
| x |
- How to use BlackBerry Desktop Software for MAC to UPDATE or make changes to applications on the BlackBerry smartphone KB19150
KB19150 How to use BlackBerry Desktop Software for Mac to update or make changes to applications on the BlackBerry smartphone
Environment
BlackBerry® Desktop Software for Mac
Mac OS
Overview
Add applications to the BlackBerry® smartphone
Note : Until additions or updates to applications are complete, the BlackBerry® smartphone will not be in a usable state. The BlackBerry® smartphone might not be usable if it is unplugged or the update process is canceled before completion. The update process will need to be restarted in order to regain use of the BlackBerry® smartphone.
Connect the BlackBerry® smartphone to a Mac computer.
In the Applications folder, click BlackBerry Desktop Software.
Click the Applications icon at the top of the screen.
In the list of available applications, select the check box beside one or more applications.
Click Start.
Complete the instructions on screen.
Update applications and the BlackBerry Device Software
Update the BlackBerry® Device Software and other device applications to use new features that are available in a later version.
Connect the BlackBerry smartphone to a Mac computer.
In the Applications folder, click BlackBerry Desktop Software.
Click the Applications icon at the top of the screen.
Click Check for Updates.
If updates appear in the list, select one or more applications to update.
Perform any of the following actions:
To check for other versions of the selected applications, click Show other versions.
To back up and restore device data while updating device applications, select the Back up and restore device data check box.
To back up and restore third-party applications while updating device applications, select the Back up and restore third-party applications check box.
Click Start.
Complete the instructions on screen.
Delete applications from the BlackBerry smartphone
Connect the BlackBerry® smartphone to a Mac computer.
In the Applications folder, click BlackBerry Desktop Software.
Click the Applications icon at the top of the screen.
Clear the check box beside one or more of the applications that you want to delete.
Click Start.
Complete the instructions on screen.
Additional Information
Web-based BlackBerry Device Software updates are available for BlackBerry® smartphones that are associated with BlackBerry® Enterprise Server 4.1 and 5.0, and are running BlackBerry Device Software 5.0. In order for this to be true, a BlackBerry Enterprise Server administrator must enable the ability to perform web-based updates by applying the Allow Web-Based Software Loading IT policy. This IT policy rule must be set to Yes (enabled) in order to use this functionality.
Please refer to the BlackBerry Enterprise Server Policy Reference Guide, located here .
Note: If there are no updates available via Web-based BlackBerry Device Software update, Desktop Software for Mac will not display any updates.
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- Perform a "FORGET DEVICE" to reset synchronization history on a MAC KB21318
KB21318 Perform a "Forget Device" to reset synchronization history on a Mac based computer
Occasionally it may be required to forget device synchronization history to resolve certain synchronization errors or issues.
Resolution
To reset the sync history for a BlackBerry® smartphone using BlackBerry Desktop Software use the Forget Device option:
Connect the BlackBerry smartphone to the Macintosh computer.
Open BlackBerry Desktop Software.
Click on Device.
Select Forget Device.
Click the Forget button.
Please note that this step will also remove the history of previous Media syncs, Media Imports and Backups. The device backups will remain on the computer, but the date of the last backup that is displayed in Desktop Software will be reset.
This article contains information previously documented in KB19974.
| x |
- How to RESET the BlackBerry smartphone to factory defaults KB18998
KB18998 How to reset the BlackBerry smartphone to factory defaults
Environment
BlackBerry Enterprise Server 4.1 to 5.0 SP3
BlackBerry Device Software 4.3 to 5.0
BlackBerry 6
BlackBerry 7
BlackBerry Desktop Manager 4.7 to 5.0 SP1 (Windows)
BlackBerry Desktop Software 6.0 to 7.1 (Windows)
BlackBerry Desktop Software 2.4 (Mac OS)
Overview
Resetting the BlackBerry smartphone to factory defaults will erase all data from the BlackBerry smartphone (including built-in storage) along with any IT policies sent from a BlackBerry® Enterprise Server.
In addition, an applied BlackBerry ID will be removed, allowing the use of another.
Warning: It is recommended to backup all BlackBerry smartphone data prior to performing a reset to factory defaults to ensure the data is not permanently lost. You can perform a backup of the BlackBerry smartphone using KB12487.
For BlackBerry Desktop Software 6.1 to 7.1
These versions of BlackBerry Desktop Software have built-in functionality to perform a reset to factory defaults. To perform this task, please refer to KB27739 - How to use the BlackBerry Desktop Software Support Tools.
For BlackBerry Desktop Manager 4.7 to 5.0.1 and BlackBerry Desktop Software 6.0
On 32-bit Windows XP, Windows Vista, and Windows 7:
On the computer, click Start > Programs > Accessories > Command Prompt. (Note: Windows Vista and 7, right-click and select Run As Administrator.)
Type cd C:\Program Files\Common Files\Research In Motion\Apploader and press Enter.
Type loader.exe /resettofactory and press Enter.
On 64-bit Windows XP, Windows Vista, and Windows 7:
On the computer, click Start > Programs > Accessories > Command Prompt. (Note: For Windows Vista and 7, right-click and select Run As Administrator.)
Type cd C:\Program Files (x86)\Common Files\Research In Motion\Apploader and press Enter.
Type loader.exe /resettofactory and press Enter.
For BlackBerry Desktop Software 2.4 for Mac
Close the BlackBerry Desktop Software if it is open.
On the computer, click on Go > Applications > Utilities > Terminal.
Type cd /Applications/BlackBerry\ Desktop\ Software.app/Contents/MacOS/ and press Enter.
Type ./bbdm resettofactory and press Enter.
Note: If the smartphone has a password enabled, that password must be specified within the command line. For example, type " ./bbdm -password 12345 resettofactory" (where 12345 is the BlackBerry smartphone password).
For BlackBerry Enterprise Server 4.1
Open BlackBerry Manager.
Select BlackBerry Domain.
Click Edit Properties.
Select IT Policy.
Double-click IT Policies.
Select the appropriate IT policy or create a new one and click Properties.
Select Security.
Set the Reset to Factory Defaults on Wipe drop-down list to True.
Click OK to apply changes and exit.
Assign the IT policy to a BlackBerry smartphone user.
Right-click on the BlackBerry smartphone user and select Erase Data and Disable Handheld.
For BlackBerry® Enterprise Server 5.0
Log into the BlackBerry Administration Service with an account that can create or edit IT policies (for example, Enterprise Administrator or Security Administrator roles).
Under BlackBerry solution management, expand Policy, and click Create an IT policy (assign a name, click Save, then click the new IT policy name) or Manage IT policies, and select an IT policy to alter.
Click Edit IT policy.
Click the Security tab.
Set the Reset to Factory Defaults on Wipe drop-down list to True.
Click Save all.
Assign the IT policy to a BlackBerry smartphone user.
Select the PIN number of the BlackBerry smartphone user from Manage users and choose Delete all device data and disabled device.
Additional Information
Note: A shortcut may be used to avoid typing out the full string.
For a Mac, enter the first 3 letters of a specific folder, then press the Tab key: cd /App <Tab> will result in cd /Applications appearing on-screen.
For a PC, first type cd \pro followed by the Tab key until it reads cd "C:\Program Files". (Pressing the Tab key repeatedly also cycles through commands in alphabetical order.)
Stepping through the folders individually helps eliminate spelling mistakes and guarantees the folder is present.
The factory reset performs much like the Wipe Handheld option from the BlackBerry smartphone, with some minor differences.
Wipe Handheld - The Wipe Handheld option is performed directly on the BlackBerry smartphone (see KB02318 and KB14058). This option removes all BlackBerry application data (emails, address book entries, calendar events, etc.), and allows the deletion of User Installed Applications and the content of the Media Card.
Reset to Factory Defaults - Application data will be removed and so are IT Policies. Third-party programs will NOT be affected by this operation. They will remain intact.
| x |
- How to DELETE all data and applications from the BlackBerry smartphone using the SECURITY WIPE KB14058
KB14058 How to delete all data and applications from the BlackBerry smartphone using the Security Wipe option
Environment
BlackBerry smartphones
BlackBerry Device Software 4.5 to 5.0
BlackBerry 6 to BlackBerry 7.1
Overview
To delete all data and applications from the BlackBerry smartphone, complete the following steps on the appropriate version of BlackBerry Device Software installed on the BlackBerry smartphone.
Warning: The following procedures delete either all data, or all data and applications (including files in the on-board media storage) on the BlackBerry smartphone. Back up the data on the BlackBerry smartphone before proceeding. For instructions on performing a backup of the BlackBerry smartphone, please refer to the BlackBerry Desktop Software user guide.
Note: If Content Protection is turned on, the process for deleting all data and applications from the BlackBerry smartphone can take up to an hour to complete. Do not remove the battery from the BlackBerry smartphone while data is being deleted.
For BlackBerry 10 OS:
For steps to Security Wipe the BlackBerry 10 smartphone, see KB33591.
For BlackBerry 6.0 to 7.1:
From the Home screen of the BlackBerry smartphone, click Options > Security > Security Wipe.
Select the appropriate check boxes to remove data and applications as intended.
Type blackberry, and click Wipe Data.
For BlackBerry Device Software 5.0:
From the Home screen of the BlackBerry smartphone, click Options > Security Options > Security Wipe.
Select the appropriate check boxes to remove data and applications as intended.
Type blackberry, and click Wipe.
For BlackBerry Device Software 4.5 to 4.7:
From the Home screen of the BlackBerry smartphone, click Options > Security Options > General Settings.
Press the Menu key, and select the Wipe Handheld option.
Select the Include third-party applications check box to remove third-party applications. Clear the check box to preserve third-party applications.
Click Continue.
Type blackberry, and press the Enter key.
Additional Information
Once the security wipe has been completed, email delivery will have been stopped. The BlackBerry Internet Service account may need to be re-associated to the BlackBerry smartphone to restore email delivery to the device. For more information, see KB28225. If the smartphone is activated on a BlackBerry Enterprise Server, a security wipe will stop email flow and organizer data (Contacts, Calendar, Tasks, Memos) sync, and will need to to go through the enterprise activation process again in order to restore email and organizer data sync functionality.
| x |
- How to clear the user content databases from the BlackBerry smartphone KB10167
KB10167 How to clear the user content databases from the BlackBerry smartphone
Environment
•BlackBerry® Desktop Manager 4.2 to 5.0 SP1
•BlackBerry® Desktop Software 6.0 to 7.1
•BlackBerry® Desktop Software for Mac
Overview
BlackBerry® smartphone user content databases contain all of the user's information, including contacts, calendar, and memos. They also contain setting information, such as SureType® input method options.
It is sometimes necessary to clear the content from one of these databases.
There are two ways to clear databases from the BlackBerry smartphone:
Warning: Make sure to back up BlackBerry smartphone data before clearing a database. For more information, see KB12487. Clearing a database permanently deletes all of the data contained in the database. To view the data that each database contains, see KB03974.
Note: Wireless synchronization must be disabled if BlackBerry smartphone is currently active on a BlackBerry Enterprise Server. Follow the steps below to accomplish this task.
1.Open the organizer data application to be synchronized (address book, calendar, memos or tasks).
2.With the application open, press the Menu key and select Options.
3.Next, clear the Wireless Synchronization check box (for the calendar or address book, first select the calendar or contact list that has wireless synchronization enabled, such as Desktop, Gmail®, or Yahoo!® [Yahoo! is only for contact lists]).
4.Press the Menu key and select Save, or press the Escape key and select Save.
Method 1
To clear individual databases from the BlackBerry smartphone, complete the following steps:
BlackBerry Desktop Software 6.0 to 7.1
Connect the BlackBerry smartphone to the computer.
1.Open the BlackBerry Desktop Software.
2.Click the Device menu and select Delete data.
3.Select the appropriate option to perform: •All data - clears all data on the BlackBerry smartphone.
•Selected data - clears only data from selected database.
•Back up data before deleting - will backup selected data before deleting.
BlackBerry Desktop Manager 5.0 SP1 and earlier
1.Connect the BlackBerry smartphone to the computer.
2.Open the BlackBerry Desktop Manager.
3.Click Backup and Restore and then click Advanced.
4.From the list of Device Databases, select the appropriate database. For example, to clear email messages, select Messages.
5.Click Clear.
6.In the Warning dialog box, click OK.
7.Click Refresh to confirm that the database has been cleared.
For BlackBerry Desktop Software for Mac
1.Connect the smartphone to the Mac computer.
2.In the BlackBerry Desktop Software, click Device in the menu bar and click Clear Data.
3.Select the appropriate option to perform: •All data - clears all data on the BlackBerry smartphone.
•Selected data - clears only data from selected databases.
•Back up data before clearing - will backup selected data before deleting
4.Click Clear.
Method 2
To clear all databases from the BlackBerry smartphone, use the Wipe Handheld option. For more information, see KB14058.
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- How to clear BlackBerry smartphone data using the BlackBerry Desktop Software for Mac KB19933
KB19933 How to clear BlackBerry smartphone data using the BlackBerry Desktop Software for Mac
Environment
BlackBerry® Desktop Software for Mac
BlackBerry smartphones
Overview
To use the BlackBerry® Desktop Manager to clear data from the BlackBerry smartphone, complete the following steps:
Connect the BlackBerry smartphone by USB cable to the Mac computer.
If the BlackBerry Desktop Manager is not configured to open automatically when the BlackBerry smartphone is connected, open the BlackBerry Desktop Manager.
Once the BlackBerry smartphone appears as connected, select the Device menu at the top of the screen.
Select Clear Data.
Select the desidred to be cleared:
To clear all data, select the All data option.
To clear individual or selected databases, select the Selected data option, and then select the check box beside the databases that are to be cleared.
A backup of the BlackBerry smartphone can be completed prior to clearing the data if necessary. To back up the data on the BlackBerry smartphone, complete the following steps:
Note: By default, backup files are saved on the Mac computer to ~/Documents/BlackBerry Backups (Where ~ is the user's home folder).
Select the check box beside Back up data before clearing.
Type the file name for the backup file in the Backup File Name field.
To encrypt the data in the backup file, select the check box beside Encrypt backup file.
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- How to load software onto a BlackBerry PlayBook in a broken state on a Mac KB28465
KB28465 How to load software onto a BlackBerry PlayBook in a broken state on a Mac
Environment
BlackBerry® Desktop Software (Mac OS) 2.2.
BlackBerry® PlayBook™
Overview
For RIM internal use only. Not for external distribution.
Note: This KB is only to be used when another KB specifically states to follow it and all required information has been collected, otherwise, the steps in this KB are not to be performed.
Continue to escalate all undocumented issues.
Ensure BlackBerry Desktop Software for Mac is version 2.2.
Ensure the computer has an internet connection.
Launch BlackBerry Desktop Software.
Turn off the BlackBerry PlayBook.
Connect the BlackBerry PlayBook to the computer.
When prompted with The BlackBerry Desktop Software cannot connect with this device, select Repair.
When Prompted with Confirm Device Repair, select Repair.
Once the reload completes select Done on the Your device is ready screen. | x |
Network WIFI Bluetooth Tethered Issues- Network status indicator shows "SOS" on the BlackBerry smartphone KB03448
KB03448 Network status indicator shows "SOS" on the BlackBerry smartphone
The network status indicator on the Home screen of the BlackBerry® smartphone displays SOS. The SOS network status indicator means that only emergency calls can be made from the BlackBerry smartphone. Messages cannot be sent or received, and phone calls cannot be made or received.
Complete the following steps in order until service is restored on the BlackBerry smartphone:
Step 1 - The SIM card is not properly inserted into the BlackBerry smartphone. (GSM Only)
Check to make sure the SIM card is inserted properly. To perform this, follow these steps:
Remove the battery and SIM card from the BlackBerry smartphone. For instructions on how to remove the SIM card, see the Getting Started Quick Reference Card.
Insert the SIM card so that it fits properly into the BlackBerry smartphone, and then insert the battery.
If there are SIM card errors after the BlackBerry smartphone initializes, contact the wireless service provider.
Note: If SIM card appears to be damaged or corroded skip to step 9
Step 2 - The service has been disconnected by the wireless service provider.
Contact the wireless service provider to make sure that the service on the BlackBerry smartphone is active.
Step 3 - There is no wireless network operator coverage.
Contact the wireless service provider to check the coverage in the area where the BlackBerry smartphone is located.
Step 4 - The network selection mode is set to manual and no network is selected.
Change the network selection mode to Automatic on the BlackBerry smartphone. To perform this, follow these steps:
From the BlackBerry smartphone Home screen, select Options.
From the Options list, select Network.
Change the Network Selection Mode option to Automatic.
Press Escape, then click Save.
Step 5 - The BlackBerry smartphone has roamed to a wireless network that does not support roaming. (GSM Based)
Change the state from SOS to GPRS on the BlackBerry smartphone. To perform this, follow these steps:
On the BlackBerry smartphone Home screen, disconnect the BlackBerry smartphone from the wireless network and then reconnect.
Verify that the SOS status has changed to GPRS.
If the status has not changed to GPRS, reset the BlackBerry smartphone. For instructions, see KB02141 .
Verify that the SOS symbol has changed to GPRS.
If the status still displays SOS and not GPRS, from the Home screen, select Options.
From the Options list, select Network.
Change the Network Selection Mode option to Manual.
Select Scan for Available Networks.
Select an available network. If no network is available, contact the wireless service provider.
Step 6 - When roaming outside of the home CDMA network and using a BlackBerry smartphone CDMA WorldPhone edition, the Network Technology setting may be set for 1XEV.
Change the Network Technology setting to Global. To change the Network Technology setting, follow these steps:
From the BlackBerry smartphone home screen open Options.
Select Mobile Network.
Select Global beside Network Technology.
Step 7 - When in an area of poor CDMA network coverage and using a BlackBerry smartphone CDMA WorldPhone edition without a SIM card inserted, the Network Technology setting may be set for Global.
Change the network technology setting to 1XEV to avoid attempting to connect to a GSM wireless network provider. To change the Network Technology setting, follow these steps:
Open Options.
Select Mobile Network.
Select 1XEV beside Network Technology.
Step 8 - The SIM card is scratched or damaged. (GSM Only)
Check the SIM card for damage, then contact the wireless service provider. To check the SIM card for damage, follow these steps:
Remove the battery and SIM card from the BlackBerry smartphone. For instructions on how to remove the SIM card, see the Getting Started Quick Reference Card.
Check the SIM card for scratches or other visible damage.
If possible, determine if the SIM card works in another BlackBerry smartphone.
Step 9 - The SIM card contacts are oxidized or corroded (GSM Only)
If the SIM card has been removed from a BlackBerry smartphone and exposed to air for an extended period, oxidation can occur on the SIM card contacts. Oxidation can render the SIM card unusable, or cause unpredictable electronic behavior.
Check if oxidation has occurred and contact the wireless service provider. To determine if oxidation has occurred, follow these steps:
Remove the battery and SIM card from the BlackBerry smartphone. For instructions on how to remove the SIM card, see the Getting Started Quick Reference Card.
Check the SIM card for discoloration or visible damage.
Step 10 - The BlackBerry smartphone requires the latest software from the wireless service provider.
Upgrade the BlackBerry Device Software to the latest version available from the wireless service provider. For instructions, see KB03901 .
If none of the above resolutions correct the problem, contact the wireless service provider.
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- Unable to connect to a Wi-Fi network on the BlackBerry smartphone KB14477
KB14477 Unable to connect to a Wi-Fi network on the BlackBerry smartphone
Environment
BlackBerry smartphone
BlackBerry PlayBook
The BlackBerry smartphone user is unable to connect to a Wi-Fi network. One of the following error messages displays:
Unable to connect. Unknown error
Association failed
Cause
This issue is caused when media access control (MAC) address filtering is enabled on the Wi-Fi network, and the MAC address of the BlackBerry smartphone is not accepted.
Resolution
To resolve this issue, add the MAC address of the BlackBerry smartphone to the accepted MAC address list for the Wi-Fi network.
Contact the system administrator of the Wi-Fi network, or see the product documentation for the wireless router for information on completing these steps.
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- How to use the Wi-Fi Diagnostics tool to troubleshoot Wi-Fi issues KB13299
KB13299 How to use the Wi-Fi Diagnostics tool to troubleshoot Wi-Fi issues
Environment
BlackBerry® smartphones
Overview
Wi-Fi Diagnostics tool - Basic Mode
To view Wi-Fi Diagnostics in Basic Mode on a BlackBerry® smartphone running BlackBerry® Device Software 4.5 or earlier, complete the following steps:
1. Click Options on the home screen.
2. Select Wi-Fi Connections.
3. Press Menu and select Wi-Fi Diagnostics
To view Wi-Fi Diagnostics in Basic Mode on a BlackBerry® smartphone running BlackBerry® Device Software 5.0, complete the following steps:
1. On the home screen of the BlackBerry Smartphone, click Manage Connections.
2. Click on Wi-Fi Options.
3. Press Menu and select Wi-Fi Tools.
4. Select Wi-Fi Diagnostics.
To view Wi-Fi Diagnostics in Basic Mode on a BlackBerry® smartphone running BlackBerry® 6 or BlackBerry® 7, complete the following steps:
1. On the home screen of the BlackBerry smartphone, select Manage Connections.
2. Select Wi-Fi Network.
3. Press Menu and select Troubleshoot.
4. Select Wi-Fi Diagnostics.
A basic Wi-Fi Diagnostics report is displayed.
Wi-Fi Diagnostics tool - Advanced Mode
To view the Wi-Fi Diagnostics tool in Advanced Mode, complete the following steps:
1. From the Wi-Fi Diagnostics page, press Menu and select Options.
2. Set the Display Mode field to Advanced.
3. Press Menu and click Save.
An Advanced Wi-Fi Diagnostics report is displayed.
Additional Information
The Wi-Fi Diagnostics report lists key information regarding the Wi-Fi connection status of the BlackBerry smartphone. For support purposes,a copy of this report may be needed for examination. The two ways that a Wi-Fi Diagnostics report can be sent are by PIN message or by email.
Send a Wi-Fi Diagnostics report by email
To send the Wi-Fi Diagnostics report in an email message, complete the following steps:
From the Wi-Fi Diagnostics menu, click the Menu key and select Email Report.
In the To field, type the email address.
Press the Menu key and click Send.
Send a Wi-Fi Diagnostics report by PIN message
To send the Wi-Fi Diagnostics report in a PIN message, complete the following steps:
From the Wi-Fi Diagnostics menu, click the Menu key and select PIN Report.
In the To field, type the PIN address of the recipient.
Press the Menu key and click Send.
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- Identifying and troubleshooting provisioning issues when the BlackBerry smartphone is not receiving data traffic KB15275
KB15275 Identifying and troubleshooting provisioning issues when the BlackBerry smartphone is not receiving data traffic
Troubleshooting step
Tips and related knowledge base articles
Send a personal identification number (PIN) message to the PIN number of the BlackBerry smartphone, from the affected device to verify network connectivity. Unable to send PIN messages
KB02270
Perform a Register Now on the BlackBerry smartphone to ensure the BlackBerry has registered with the wireless carrier. Make sure that the registration message is received. For instructions on how to perform a Register Now, see KB00510.
Search for the PIN on the Provisioning web site (go/bts) and record the Requested Services, associated Status and Current Handheld Status of the BlackBerry smartphone.
Verify that the Current Handheld Status field is not set to Suspended on the Provisioning web site.
If this field is set to Suspended, consult with an escalation team member.
For reason codes, see KB15022.
Check the status of the desired service on the Provisioning web site. For descriptions of Provisioning statuses, see KB03187.
Active
The BlackBerry smartphone should now be able to send and receive data of the assigned Provisioning Service classes.
Request Activation - New
KB10923
Deactivated
KB11164 | x |
- BlackBerry smartphone displays 3g/edge/gprs/1xev/instead of 3G/EDGE/GPRS/1XEV KB02623
KB02623 BlackBerry smartphone displays 3g/edge/gprs/1xev/instead of 3G/EDGE/GPRS/1XEV
Environment
BlackBerry smartphones
Overview
The wireless network status indicator on the BlackBerry smartphone displays GSM or lower case: 3g, edge, gprs, 3g, or 1xev instead of upper case 3G, EDGE, GPRS, or 1XEV
Complete the following steps until service is restored:
Step 1 - The BlackBerry smartphone has roamed into a network that does not support roaming.
Complete the following steps until the wireless network indicator displays GPRS, EDGE, 3G or 1XEV in uppercase:
On the Home screen, turn the wireless transceiver off and on by clicking the Turn Wireless On/Off icon.
Reset the BlackBerry smartphone by removing and re-inserting the battery. For instructions see KB02141
Scan for available networks. For instructions, see KB02516.
Note: If you are in an area of wireless network coverage, (for example, a large city), and no networks are available, contact your wireless service provider.
Register with the wireless network. For instructions, see KB00510.
Note: If you are in an area of wireless network coverage, and you do not receive a registration message, contact your wireless service provider.
Move the BlackBerry smartphone to a location within your home network coverage.
Note: For CDMA devices (ie: BlackBerry Bold 9930) displaying only 1x or 1xev, often reprogramming the device Over-The-Air and updating the Preferred Roaming List (PRL) can correct issues with connecting to the carrier data network. Please contact the wireless service provider to ensure these steps have been completed.
Step 2 - Your BlackBerry smartphone is not activated for GPRS, EDGE, 3G or 1XEV service with your service provider.
Contact your wireless service provider to verify that your BlackBerry smartphone is activated for GPRS, EDGE, 3G, or 1XEV service and get information about the specific services available to you. If your BlackBerry smartphone is activated for GPRS, EDGE, 3G, or 1XEV service, ask your wireless service provider to deactivate and reactivate your data coverage plan.
Note: Your BlackBerry smartphone may not be activated for specific services or service packages on the wireless network.
Step 3 - The Data services setting is turned to Off on the BlackBerry smartphone, even though it is turned on by the wireless service provider.
Note: Make sure that network selection mode is set to Automatic.
For BlackBerry Device Software 5.0 and older go on the Home screen, and select Options > Mobile Network.
For BlackBerry 6 and BlackBerry 7 go on the Home screen, and select Options > Networks and Connections > Mobile Network.
In the Data Services field, open the menu and click On.
Save the changes.
Step 4 - There is a corrupt or incompatible BlackBerry Device Software version installed.
Install the latest version of BlackBerry Device Software.
To check the version of BlackBerry Device Software currently installed on the BlackBerry smartphone:
On the Home screen, click Options.
From the Options list, click About. The software version installed on your BlackBerry smartphone is found here.
Contact your service provider for information on how to receive the latest software version for your BlackBerry smartphone.
Additional Information
For information on the network status indicators for the Global System for Mobile Communications (GSM)/GPRS/EDGE/3G networks, see KB02334.
For information on network status indicators from the CDMA (1XEV) networks, see KB02335.
| x |
- Support for tethered modem use KB05178
KB05178 Support for tethered modem use
Overview
A BlackBerry smartphone with tethered modem capability can be used as an external modem to connect a computer to the Internet. Dialing and connection needs to be supported by the wireless service provider and extra fees or additional charges might apply as this is traffic will go through the carrier's network. Contact the wireless service provider for more information about tethered modem support and any form of fees incurred.
BlackBerry smartphones support the standard modem driver. The driver is installed with BlackBerry Desktop Software. After installing the BlackBerry Desktop Software, the modem appears in the Windows Device Manager. To check the Windows Device Manager, complete the following steps:
Right-click the My Computer icon on the desktop, or right-click My Computer from the Start menu.
Click Properties.
In the System Properties window, click the Hardware tab.
Click Device Manager.
To connect a Windows computer to the Internet using a BlackBerry smartphone as a USB tethered modem, see KB05196.
To set up the BlackBerry smartphone as a tethered modem in Windows using Bluetooth wireless technology, see KB12544.
Note: With BlackBerry Desktop Software 7.1 the Mobile Internet Settings in the BlackBerry Desktop Software contain scripts that are included with the software installation. The wireless service provider can be selected from a configuration list when configuring the BlackBerry smartphone for tethered modem use. This option auto-populates the configuration settings to help avoiding manual configuration.
Additional Information
To set up the BlackBerry smartphone as a USB IP Modem on a Mac computer, see KB19641.
To set up the BlackBerry smartphone as an IP Modem on an Mac computer using Bluetooth wireless technology, see KB18127.
For aditional information about the Mobile Hotspot Connection in BlackBerry 7.1 see KB31857.
For assistance with third-party tethering products, such as VZAccess Manager, please contact the vendor for additional assistance.
| x |
- Connect a computer to the Internet using a BlackBerry smartphone as a Bluetooth IP Modem KB12544
KB12544 Connect a computer to the Internet using a BlackBerry smartphone as a Bluetooth IP Modem
Environment
BlackBerry smartphones
Bluetooth wireless technology
Windows
Overview
The BlackBerry smartphone may be used as a tethered modem to connect a computer to the Internet. The wireless connection between the smartphone and the computer can be made using Bluetooth wireless technology.
Summary of Tasks
Turn on the Discoverable option on the BlackBerry smartphone.
Pair the BlackBerry smartphone and the computer.
Set up the Internet access point name (APN).
Configure Dial-Up Networking.
Connect the computer to the Internet using Dial-Up Networking.
Note: With BlackBerry Desktop Software 5.0.1, the Internet Protocol (IP) Modem Connection Manager in the user interface is designed to permit the user to configure the smartphone as a USB tethered modem. In BlackBerry Desktop Software 6.0, the same feature exists - however, it is called Mobile Internet. For more information regarding this new IP Modem Connection Manager, see the Additional Information section of this article.
Important: Contact the wireless service provider to obtain the required user name and password to configure Dial-Up Networking (DUN).
Note: For instructions on setting up a Bluetooth modem on a Mac computer, see KB18127.
Task 1 - Turn on the Discoverable option on the BlackBerry smartphone
Complete the following steps:
On the Home screen of the smartphone, click Options > Bluetooth.
Display the menu, and click Options.
Set the Discoverable field to Yes.
Display the menu and click Save.
Task 2 - Pair the BlackBerry smartphone and the computer
On the computer, complete the following steps:
Go to Control Panel > Bluetooth Devices.
Click Add.
Select the My device is set up and ready to be found check box, and click Next.
When the smartphone is detected, select the check box next to the BlackBerry smartphone and click Next.
Select the Let me choose my own passkey option.
Type a passkey in the field provided, and click Next.
On the smartphone, type the same passkey from Step 6, then click the trackball.
On the computer, when the Completing the Add Bluetooth Device Wizard screen appears, click Finish.
On the smartphone, when prompted to accept an incoming Bluetooth connection, select Don't Ask Again, and click Yes.
Task 3 - Set up the Internet access point name (APN)
Note: This task only needs to be performed the first time that the Internet APN is configured.
On the computer, complete the following steps:
Note: If running Windows Vista, select Classic View.
Go to Control Panel > Phone and Modem Options.
Select the Modems tab.
Select Standard Modem Over Bluetooth Link, and click Properties.
Select the Advanced tab.
In the Extra initialization commands field, type the following:
+CGDCONT=1,"IP","<your Internet APN>"
Note: To obtain the Internet APN, contact the wireless service provider.
Click OK.
In the Phone and Modem Options window, click OK.
Task 4 - Configure Dial-Up Networking
Note: This task only needs to be performed the first time that the DUN is configured.
On a Windows XP computer, complete the following steps (for Windows 7, see below):
Go to Start > Settings > Network Connections.
Right-click BlackBerry Dial-up connection, and select Properties. Ensure that Connect using is set to Modem - Standard Modem over Bluetooth link.
Select the Networking tab.
Select Internet Protocol (TCP/IP).
Click Properties.
Click Advanced.
Select the General tab, and clear the Use IP Header Compression check box.
Click OK to close all open windows.
Go to Start > Settings > Network Connections.
Double-click New Connection Wizard.
Click Next.
Select Connect to the Internet, and click Next.
Select Set up my connection manually, and click Next.
Select Connect using a dial-up modem, click Next.
Select Modem - Standard Modem Over Bluetooth link, and click Next.
If the Select a Device screen appears, select the Modem - Standard Modem check box, and click Next.
Clear the ISP Name field, if necessary, and click Next.
Complete the appropriate step below:
If the smartphone operates on General Packet Radio Service (GPRS) or Enhanced Data Rates for Global Evolution (EDGE) networks, type *99# in the Phone number field, and click Next.
If the smartphone operates on Universal Mobile Telecommunications System (UMTS) networks, type *98# in the Phone number field, and click Next.
If the smartphone operates on Code Division Multiple Access (CDMA) or 1x/Evolution Data Optimized (EVDO) networks, type #777 in the Phone number field, and click Next.
Type the user name and password provided by the wireless service provider. If the wireless service provider has confirmed that this information is not required, leave the fields blank. Click Next.
Click Finish.
On a Windows 7 computer, complete the following steps:
Go to Windows Vista Icon > Network and Internet > View Network Status and Tasks
Select Setup a new Connection or Network
Select Select setup dial-up connection
Complete the appropriate step below:
If the smartphone operates on General Packet Radio Service (GPRS) or Enhanced Data Rates for Global Evolution (EDGE) networks, type *99# in the Phone number field, and click Next.
If the smartphone operates on Universal Mobile Telecommunications System (UMTS) networks, type *98# in the Phone number field, and click Next.
If the smartphone operates on Code Division Multiple Access (CDMA) or 1x/Evolution Data Optimized (EVDO) networks, type #777 in the Phone number field, and click Next.
Type the user name and password provided by the wireless service provider. If the wireless service provider has confirmed that this information is not required, leave the fields blank. Click Next.
Change the connection name to BlackBerry Bluetooth Model Connection
Select Connect
Select Setup Connection anyways if prompted
Select Close
Select Connect to a Network
Right-click BlackBerry Bluetooth Modem and select Properties
Select the Networking Tab
Select Internet Protocal Version 4 (TCP/IPv4)
Click Properties.
Click Advanced.
Select the IP Settings tab, and clear the Use IP Header Compression check box.
Click OK to close all open windows.
Task 5- Connect the computer to the Internet using Dial-Up Networking
Note: During this procedure, do not operate the Internet browser or any third-party applications on the BlackBerry smartphone. An active data session may interfere with the modem connection. Also, make sure that an Ethernet connection is not active at the same time.
On the computer, complete the following steps:
Click Start > Settings > Network Connections > <Name of the new connection>.
Type the user name and password provided by the wireless service provider. If the wireless service provider does not require this information, leave the fields blank.
Click Dial.
Note: In some cases, Windows Vista and Windows 7 will prompt for Bluetooth peripheral device drivers. The following steps will allow Windows to use its native drivers for communication:
Go to the Control Panel and choose the Device Manager applet.
Two items called Bluetooth Peripheral Device should be listed with a yellow icon. This indicates that these items cannot be used due to missing drivers.
Right click the first Bluetooth Peripheral Device and choose Update Driver Software...
When prompted to search for the driver software, select the second option Browse My Computer for driver software.
When asked for what kind of hardware this is, select the option Ports (COM & LPT) and click Next.
At the Update Driver Software Dialog, click on the bottom option that is preceded by a green arrow Let me pick from a list of device drivers from my computer.
In the next dialog, make sure the option Show compatible hardware is not selected.
From the list of Manufacturers at the left,select RIM Virtual Serial Ports.
The list of Models at the right will drill down to RIM Virtual Serial Port.Select this model and click Next.
A confirmation should appear indicating that the driver was successfully installed.
For additional information, see BlackBerry Desktop Manager User Guide - Page 5 .
Additional Information
Note: With the release of BlackBerry Desktop Software 5.0 SP1, the IP Modem Connection Manager icon (within the BlackBerry Desktop Software user interface) and scripts are included with the software installation that provides the ability to select the wireless service provider from a configuration list when configuring the smartphone for USB tethered modem use. This choice then auto-populates the configuration settings to minimize end user configuration. The same features exist within BlackBerry Desktop Software 6.0, however, under the label of Mobile Internet.
Note: The IP Modem user interface feature in BlackBerry Desktop Software 5.0 SP1 and the Mobile Internet feature of BlackBerry Desktop Software 6.0 do not support a connection using Bluetooth wireless technology. The following message appears in BlackBerry Desktop Software 5.0 SP1 if an attempt is made to configure this connection:
IP Modem is not supported using a Bluetooth connection. To run IP Modem, please connect your device via USB.
The following message appears in BlackBerry Desktop Software 6.0 if an attempt is made to configure this connection:
Some features are not available with Bluetooth connectivity. To access all features, connect your device to your computer with a USB cable.
This does not mean you cannot use Bluetooth for tethered modem. It simply means that you cannot use the the IP modem user interface feature in BlackBerry Desktop Software 5.0.1 or Mobile Internet in BlackBerry Desktop Software 6.0 while using a Bluetooth connection. You must manually configure it using Dial up networking (DUN).
For more information on the IP Modem Connection Manager, including configuration of the BlackBerry smartphone as a USB tethered modem, see KB05196.
Note: BlackBerry Device Software 4.2 SP2 and earlier does not support tethered modem use with Windows Vista using Bluetooth technology.
| x |
- How to Configure a BlackBerry smartphone as a tethered modem on a Mac KB19641
KB19641 How to Configure a BlackBerry smartphone as a tethered modem on a Mac
Environment
BlackBerry® Desktop Software Version 2.0 (Mac OS)
Overview
A BlackBerry® smartphone with tethered modem capabilities can be used as an external modem to connect a MacIntosh computer to the Internet using a USB cable or Bluetooth® connection. As part of this, a script has been included with the BlackBerry® Desktop Software installation that provides the ability to select Research In Motion® as a vendor when configuring a BlackBerry smartphone for tethered modem use.
Dialing and connection is supported by the wireless service provider and extra fees or additional charges might apply as this is going through the carrier's network. Contact the wireless service provider for more information about tethered modem support and any form of fees incurred.
Note: Depending on the connected BlackBerry smartphone and the wireless service provider or network type provided by the Subscriber Identity Module (SIM) card, the modem script auto-populates the required configuration information when configuring the modem capabilities.
To use the BlackBerry smartphone as a tethered USB modem, complete the following steps:
Install BlackBerry Desktop Software on the Mac computer. For further instructions, see KB18771.
Using a USB cable, connect the BlackBerry smartphone to the Mac computer.
On the menu bar of the Mac computer, click the Apple icon, and then go to System Preferences.
Click Network. A dialog box stating New Interface Detected appears.
Click OK.
Click Apply.
Click Advanced to complete the modem configuration.
Verify the following information:
Vendor: Research In Motion
Model: BlackBerry IP Modem (GSM) or BlackBerry IP Modem (CDMA) - depending on the network type that the BlackBerry smartphone or SIM card is associated with.
APN: internet.com - by default, the "internet.com" Access Point Name (APN) is displayed.
Click OK to save the configuration changes.
Click Apply.
Ensure that BlackBerry Desktop Software for Mac is closed.
Click Connect.
Notes
If the Mac computer does not automatically detect a new interface, the device will have to be added manually. To add the device manually follow the following steps:
1. Click the plus sign in the bottom left of the network list
2. Click the drop down for the interface and choose the BlackBerry device.
3. Click create
4. This will create the device as a network and you can follow the steps 7-12.
If the BlackBerry smartphone is password-enabled, a password helper application (part of the BlackBerry Desktop Software) is launched prior to connection and prompts for the BlackBerry smartphone password. Type the BlackBerry smartphone password and click OK to initiate the Internet Protocol (IP) modem connection. If the BlackBerry smartphone password is not typed and authenticated, the IP modem connection does not work
If connectivity is not achieved by the preceding configurations, contact the wireless service provider to verify the required information
For additional information regarding wireless service provider specific configurations, see the Additional Information section.
For instructions on configuring a BlackBerry smartphone as a Bluetooth IP modem on a Mac computer, see KB18127.
Additional Information
If the wizard in Step 5 of the Overview section does not appear, complete the followings steps:
Click the plus sign (+) in the bottom left corner of the window.
Select the BlackBerry - <PIN> from the drop-down list.
Click Create.
Continue at Step 6.
Specific Configurations
If the BlackBerry smartphone cannot be successfully configured as a tethered or Bluetooth modem on the Mac computer by using the steps outlined in the Overview section, note that some wireless service providers require different configuration information to be manually entered to connect the BlackBerry smartphone as an IP modem.
For example, the following information should be configured specifically for T-Mobile® USA:
APN: wap.voicestream.com
Telephone Number: *99#
Account Name: <space>
Password: <space>
Note: "<space>" indicates pressing the spacebar in the Account Name and Password fields.
Alternate configuration for T-Mobile:
APN: epc.tmobile.com
Telephone Number: *99#
Account Name: gprs
Password: gprs
After this information is specified, click Connect.
| x |
- How to configure a BlackBerry smartphone as a Bluetooth IP Modem on a Mac computer KB18127
KB18127 How to configure a BlackBerry smartphone as a Bluetooth IP Modem on a Mac computer
Environment
BlackBerry® Desktop Software (Mac)
Mac OS
Overview
A BlackBerry® smartphone with tethered modem over Bluetooth® capabilities can be used as an external modem to connect a Mac computer to the Internet using a Bluetooth connection. A script is included with the BlackBerry® Desktop Software that provides the option to select Research In Motion as a vendor when configuring the BlackBerry smartphone for tethered modem use.
Dialing and connection is supported by the wireless service provider and extra fees or additional charges might apply as this is going through the carrier’s network. Contact the wireless service provider for more information about tethered modem support and any form of fees incurred.
Note: Depending on the BlackBerry smartphone that is connected and the wireless service provider (network type provided by the Subscriber Identity Module (SIM) card), the modem script auto-populates the required configuration information when the BlackBerry smartphone user begins the setup of modem capabilities.
To set up an Internet Protocol (IP) modem connection with Bluetooth wireless technology on a Mac computer, complete the following tasks:
Summary of Tasks
Enable Bluetooth services on the BlackBerry smartphone, and configure the BlackBerry smartphone to be discoverable.
Pair the BlackBerry smartphone to the Macintosh computer, and then configure it as a modem.
Configure the BlackBerry smartphone to trust the connection from the computer.
Connect to the Internet.
Task 1 – Enable Bluetooth services on the BlackBerry smartphone, and configure the BlackBerry smartphone to be discoverable.
Complete the following steps:
On the Home screen of the BlackBerry smartphone, click Options > Bluetooth.
Press the Menu key and select Enable Bluetooth.
Press the Menu key and then click Options.
Set the Discoverable field to Yes.
Press the Menu key and click Save.
Task 2 - Pair the BlackBerry smartphone to the Mac computer, and then configure it as a modem.
Open System Preferences on the Mac computer and then select Bluetooth.
Click the + button to open the Bluetooth Setup Assistant.
The Mac computer performs a search of Bluetooth enabled devices within proximity (this might take a few moments). Once the Mac computer has completed the search for Bluetooth enabled devices, highlight the BlackBerry smartphone from the list provided and then click Continue.
A passkey should now appear on the Bluetooth Setup Assistant. At this time, the BlackBerry smartphone displays the following prompt: Enter numeric passkey for <Mac Name>. Type the passkey in the field provided.
Note: There is a limited amount of time for this step — if necessary, click Continue and then try again.
The Bluetooth Mobile Phone Setup window appears. In the Phone Vendor field, select Research In Motion. Information such as the Phone Model, Username, Password, access point name (APN), and card identification (CID) might be required. The values in these fields are prepopulated by the IP modem script included with the BlackBerry Desktop Software. If the BlackBerry Desktop Software is not installed, this information may need to be obtained by contacting the mobile service provider.
Ensure that the Show Modem status in the menu bar and Show Bluetooth status in the menu bar options are selected, and then click Continue.
Click Quit.
Task 3 - Configure the BlackBerry smartphone to trust the connection from the computer
On the Home screen of the BlackBerry smartphone, click Options > Bluetooth.
Under Paired Devices, highlight the connection to the Mac computer, press the Menu key and select Device Properties.
Select Trusted and set to Yes.
Press the Escape key and select Save.
Task 4 – Connect to the Internet
Open System Preferences.
Click Network.
Identify if Bluetooth or Bluetooth DUN is listed in the interface list. Highlight the available Bluetooth interface and select Advanced to complete the modem configuration.
Verify the following information:
Vendor: Research In Motion
Model: BlackBerry IP Modem (GSM) or BlackBerry IP Modem (CDMA) - depending on the network type the BlackBerry smartphone or subscriber identity module (SIM) card is associated with.
APN: internet.com - by default, the internet.com APN is displayed.
Click OK to save the configuration changes.
Click Apply.
Click Connect.
For instructions on configuring the BlackBerry smartphone as a USB tethered modem on a Mac computer, see KB19641.
Note: If the above configurations do not allow for successful connectivity, contact the wireless service provider to verify the required information.
For additional details regarding the specific configurations for each wireless service provider, see the Additional Information section.
Additional Information
Specific configurations
Using the preceding steps from the Overview section, a configuration might not have been successfully set up with the Bluetooth modem connection on the Mac computer. Some wireless service providers require different configuration information to be manually entered in order to connect the BlackBerry smartphone as an IP modem.
For example, the following information should be configured specifically for T-Mobile® USA BlackBerry smartphone users:
APN: wap.voicestream.com or epc.tmobile.com.
Telephone Number: *99#
*Account Name: <space>
*Password: <space>
After this information has been specified, click Connect.
Note: <space> indicates pressing the spacebar in the Account Name or Password fields.
IT policy
Dial-up Networking (DUN) might not be permitted by an IT policy on BlackBerry smartphones that are activated on a BlackBerry Enterprise Server. The option within Bluetooth settings will be unchecked and dimmed. | x |
 How to find the Wifi Password 1. Open the Network Connections window. Windows saves the passwords for the networks that you connect to. To see your saved passwords, open the Network Connections window by right-clicking on your network icon in the System Tray and selecting "Open Network and Sharing Center". Click the "Change adapter settings" link in the left menu. •Alternatively, you can press ⌘ Win+R, type ncpa.cpl, and press ↵ Enter to open the window.
2. Right-click on your wireless adapter. This may be labeled "Wi-Fi", or it may have the manufacturer's name. Select "Status" from the menu.
3. Open the connection's Properties window. Click Wireless Properties, and then click the Security tab.
4. Reveal the characters. Check the "Show Characters" box and your wireless password will be displayed. If you don't have the option to reveal the characters, move on to the next step.
| x |
Browser Issues- The browser icon is missing or not shown on the BlackBerry smartphone KB03710
KB03710 The browser icon is missing or not shown on the BlackBerry smartphone
Summary of Causes
This problem is caused by one of the following:
The BlackBerry smartphone is not registered on the wireless network. KB00510.
The BlackBerry smartphone is not provisioned for BlackBerry® Internet Service Browsing.
The theme on the BlackBerry smartphone does not show the browser icon. KB16077
The IPPP for BIBS [IPPP] and the BlackBerry Internet Browsing Service service books are missing from the BlackBerry smartphone. KB00510
The browser is not installed on the BlackBerry smartphone. KB03621
The browser icon is hidden.
The BlackBerry smartphone contains an IT policy sent by a BlackBerry® Enterprise Server that has blocked the required service books. KB02022
The wireless service provider might not support the BlackBerry Internet Service browsing for the specific BlackBerry smartphone model.
The browser icon may been moved off the home screen to a different folder (for example, the Downloads folder, Applications folder). KB12206
| x |
- Unable to Browse the Internet (HTTP: 400 Bad Request) KB11400
KB11400 "HTTP: 400 Bad Request" is displayed when attempting to browse the internet on the BlackBerry smartphone
The BlackBerry smartphone is unable to access any web sites on the internet. The following error is encountered:
HTTP: 400 Bad Request
Cause 1
The BlackBerry Internet Browsing service book is corrupt.
Resolution 1
Clear the service book database. See KB05010 for instructions.
Perform a hard reset by removing the battery from the BlackBerry smartphone and then reinserting the battery into the BlackBerry smartphone.
On the BlackBerry smartphone, go to Options > Advanced Options and from the Host Routing Table, press the menu key to select Register Now.
Cause 2
The BlackBerry smartphone is not provisioned for BlackBerry Internet Browsing Service.
Resolution 2
Contact the wireless service provider and have the BlackBerry Internet Browsing Service added to the BlackBerry smartphone account.
Cause 3
An unlocked BlackBerry smartphone is being used on a wireless service provider network other than its intended origin.
Resolution 3
This BlackBerry smartphone will be unable to receive the authentic BlackBerry browsing service books because the current wireless service provider does not support the BlackBerry smartphone. Functionality of BlackBerry® Maps and BlackBerry App World™ storefront also may be affected.
Cause 4
The default browser configuration is set to use a different browser that might not be functional.
Resolution 4
Navigate to Options > Advanced Options > Browser.
Change the default browser configuration.
Additional Information
The following is a description of the different browsers that might be available on the BlackBerry smartphone:
Internet Browser uses the mobile network for Internet browsing if it is an added paid feature through the wireless service provider.
BlackBerry Browser allows access to the Internet using an organization's BlackBerry Enterprise Server.
Hotspot Browser allows access to the Internet using a Wi-Fi® enabled connection to a hotspot.
| x |
- Http error 500 appears when using the browser KB11266
KB11266 Http error 500 appears when using the browser
When using the browser on the BlackBerry® smartphone, the following error message is received:
Http error 500
Resolution
Cause 1
The web site you are accessing does not support the BlackBerry Browser.
Resolution 1
To resolve this error, change the Browser Configuration Emulation Mode using the following steps:
On the BlackBerry smartphone, open the Browser.
Display the menu and click Options.
Click Browser Configuration.
Change the Emulation Mode to Microsoft IE.
Save the changes.
Close the browser.
Open the browser.
Cause 2
The web site is hosted on a Windows Server 2003 or 2008, with a security policy restricting clients to newer versions of Windows.
Resolution 2
Visit http://support.microsoft.com and search for Microsoft KB article 903071
| x |
- "HTTP 400 - Bad Request" appears when using the BlackBerry Browser to access an intranet site KB05328
KB05328 "HTTP 400 - Bad Request" appears when using the BlackBerry Browser to access an intranet site.
Overview
When attempting to connect to a web site on an organization's intranet using the BlackBerry® Browser on a BlackBerry smartphone, the following error message appears:
HTTP 400 - Bad Request
If the above error occurs, please see the below checklist.
1) Confirm the BlackBerry Enterprise Server is using the correct web address for the proxy server
Depending on the version of the BlackBerry Enterprise Server, complete one of the procedures below.
For BlackBerry Enterprise Server 4.1 SP2 and earlier:
On the BlackBerry Enterprise Server, open Windows® Internet Explorer® and go to the intranet web site.
On the Home screen of the BlackBerry smartphone, open the BlackBerry Browser.
Display the menu, and then select Options > Cache Operations.
Click Clear History, and then click Clear for Content Cache, Pushed Content, and Cookie Cache.
Perform a hard reset on the BlackBerry smartphone. For instructions, see KB02141 .
Note: Verify the web address field is set to http://.*
For BlackBerry Enterprise Server 4.1 SP2 to 4.1 SP6:
Open BlackBerry Manager.
In the left pane, select <BlackBerry_Enterprise_Server_name>_MDS-CS_01.
In the Tasks section, click Edit Properties.
From the list of properties, select Proxy.
Double-click Proxy Mappings.
To create a new proxy mapping, click New.
To create a new proxy string, double-click Proxy String.
For BlackBerry Professional Software:
Open BlackBerry Manager.
Select the Connection Service tab.
Click Edit Connection Service Properties.
From the list of properties, select Proxy.
Double-click Proxy Mappings.
To create a new proxy mapping, click New.
To create a new proxy string, double-click Proxy String.
For more information on creating a proxy mapping, see KB11028 .
For BlackBerry Enterprise Server 5.0 and BlackBerry Enterprise Server Express 5.0 SP1:
Log into the BlackBerry Administration Service.
Expand BlackBerry Solution Topology - BlackBerry Domain - Component View - MDS Connection Service.
Select the BlackBerry MDS Connection Service instance.
Click the Proxy Mappings tab.
Verify the Universal Resource Locator, the default value is .*://.*(:\d*)?(/.*)*(\?.*)?
Note: If changing the Universal Resource Locator, there are additional values added for compatability to include file extensions that are not visible.
2) Verify that the BlackBerry Enterprise Server is not configured to access the Internet
Contact the organization's administrator to configure the BlackBerry Enterprise Server to access the Internet.
3) Verify the web site being accessed is currently available and the web address has not been misspelled
Verify that the spelling of the Uniform Resource Locator (URL) is correct and then try accessing the web site using a Wireless Application Protocol (WAP) Browser, an Internet Browser, or a computer. | x |
- Unable to view a specific web page using the Internet browser on the BlackBerry smartphone KB12971
KB12971 Unable to view a specific web page using the Internet browser on the BlackBerry smartphone
Cause 1
The BlackBerry® Internet Service does not support Java applications, TCP sockets, and Triple DES data encryption. Intranets protected by firewalls are not accessible when using the Internet browser on the BlackBerry smartphone.
Resolution 1
If attempting to access a web site that uses a Java application, use a computer Internet browser. If attempting to access an intranet, try using the WAP browser or BlackBerry® Browser. Browser availability varies between wireless service providers.
Cause 2
The web page cannot be rendered for mobile devices. Some web pages such as on-line banking, MSN Hotmail, some stock market sites and Flash and Shockwave dependant sites are not accessible using the Internet browser on the BlackBerry smartphone.
Resolution 2
Contact the web site administrator for a list of supported mobile device web browsers, or determine if there is a different web page available for mobile access.
Cause 3
The WAP Browser (name and icon may vary between service providers) is being used instead of the Internet browser.
Resolution 3
Ensure that the Internet browser is being used by completing the following steps:
Modify the Browser Configuration option (Only applicable for BlackBerry Device Software 4.2 to 5.0)
On the BlackBerry smartphone Home screen, click Options.
Click Browser or click Advanced Options > Browser (depending on the installed version of BlackBerry® Device Software).
Set the Default browser configuration field to Internet browser.
Display the menu and click Save.
Additional Information
If the BlackBerry smartphone is unable to load a specific web page, the following troubleshooting steps will resolve this.
Clear the Internet Browser cache on BlackBerry Device Software 4.2 to 5.0
On the BlackBerry smartphone Home screen, click Browser.
Display the menu and select Options.
Click Cache Operations.
Click Clear History.
Click Clear under the headings Content Cache, Pushed Content, and Cookie Cache.
Clear the Internet Browser cache on BlackBerry Device Software 6.0
On the BlackBerry smartphone Home screen, click Browser.
Display the menu and select Options.
Scroll down to Clear Browsing Data.
Check the following options: Passwords, History, Cookies, Cache and Pushed Content.
Click Clear Now.
Clear the Internet Browser cache on BlackBerry 7.0
On the BlackBerry smartphone Home screen, click Browser.
Display the menu and select Options.
Scroll down to Clear Browsing Data.
Check the following options: Passwords, History, Cookies, Cache, Pushed Content and Download List.
Click Clear Now.
For related information see:
KB03892 - Differences between browsers on the BlackBerry smartphone
KB11678 - Unable to connect to the Internet with the BlackBerry smartphone
KB03710 - Internet Browser icon does not appear on the BlackBerry smartphone
| x |
Calendar Contacts Address Book- Multiple "Desktop" Address Book databases on the BlackBerry smartphone KB19414
KB19414 Multiple "Desktop" Address Book databases on the BlackBerry smartphone
Environment
BlackBerry Desktop Software
BlackBerry Enterprise Server
BlackBerry smartphones
Mac OS
Windows
Overview
On the BlackBerry smartphone there are two different Desktop address books. They are visible from Contacts > Options. Some contacts exist only on the BlackBerry smartphone and will not synchronize to the mailbox.
Cause
The primary Address Book is empty and blocks the synchronization process.
Resolution
To resolve this issue for Blackberry Desktop Software on a Windows computer, complete the following steps:
Perform a full backup of the BlackBerry smartphone using BlackBerry Desktop Software.
Wipe the BlackBerry smartphone data by following these steps:
On BlackBerry smartphones running BlackBerry Device Software 4.0 through 5.0 go to Options > Security Options > General Settings, press the Menu key and select Wipe Handheld, and on BlackBerry smartphones running BlackBerry Device Software 6.0 through 7.1 go to Options > Security > General Settings.
Type BlackBerry where prompted.
Select Wipe Handheld or Wipe Data.
Ensure the radio is not enabled. By default, the radio is disabled after performing a security wipe.
Connect the BlackBerry smartphone to BlackBerry Desktop Software.
When prompted, choose the the mail profile, which is linked to the Exchange mailbox of the BlackBerry smartphone user.
Go to Backup and Restore > Advanced.
Load the backup file that was created in step 1 by going to Options > Open.
From the left side, select the Address Book - All database, and then click the arrow pointing to the right and allow the request.
Close the Backup and Restore window and click Synchronize.
Make sure Synchronize organizer data is selected.
In the Synchronization Configuration window, choose to synchronize only the address book.
Setup synchronization with the Exchange mailbox used to receive email.
Note: Some entries may be duplicated. Duplicates should be deleted manually.
Perform a wired synchronization process.
When the synchronization process is complete, disconnect the BlackBerry smartphone.
Wipe the device (see step 2).
Set the Enterprise Activation password for the BlackBerry smartphone user.
On BlackBerry smartphones running BlackBerry Device Software 4.0 through 5.0 go to Options > Advance Options > Enterprise Activation and on BlackBerry smartphones running BlackBerry Device Software 6.0 through 7.1 go to Options > Device > Advance System Settings > Enterprise Activation.
Type the corresponding email address and the password.
Let the BlackBerry smartphone activate.
If necessary, restore any missing information from the full backup.
Note: Restore only the missing databases, do not use full restore.
The wireless synchronization should proceed as expected and there should only be one Desktop contact list in Contacts > Options.
Note: If theBlackBerry Internet Service is used to receive personal emails, go to Options > Device > Advance System Settings > Default Services and ensure that Desktop is set as default service for email, calendar and contact list.
To resolve this issue for Blackberry Desktop Software on a Mac computer, complete the following steps:
Perform a full backup of the BlackBerry smartphone using BlackBerry Desktop Software.
Wipe the BlackBerry smartphone data by following these steps:
On BlackBerry smartphones running BlackBerry Device Software 4.0 through 5.0 go to Options > Security Options > General Settings, press the Menu key and select Wipe Handheld, and on BlackBerry smartphones running BlackBerry Device Software 6.0 through 7.1 go to Options > Security > General Settings.
Type BlackBerry where prompted.
Select Wipe Handheld or Wipe Data.
Ensure the radio is not enabled. By default, the radio is disabled after performing a security wipe.
Connect the BlackBerry smartphone to BlackBerry Desktop Software.
Go to Restore.
Select the backup file that was created in Step 1.
Click Restore Selected data.
Scroll down and select Address Book - All.
Click Restore.
Close the Backup and Restore window.
Make sure that only the Address Book is selected for sync.
Perform a wired synchronization process.
When the synchronization process is complete, disconnect the BlackBerry smartphone.
Wipe the device (see step 2).
On BlackBerry smartphones running BlackBerry Device Software 4.0 through 5.0 go to Options > Advance Options > Enterprise Activation and on BlackBerry smartphones running BlackBerry Device Software 6.0 through 7.1 go to Options > Device > Advance System Settings > Enterprise Activation.
Type the corresponding email address and the password.
Let the BlackBerry smartphone activate.
If necessary, restore any missing information from the full backup.
Note: Restore only the missing databases, do not use full restore.
The wireless synchronization should proceed as expected and there should only be one Desktop contact list in Contacts > Options.
Note: If the BlackBerry Internet Service is used to receive personal emails, go to Options > Device > Advance System Settings > Default Services and ensure that Desktop is set as default service for email, calendar and contact list.
| x |
- BlackBerry Desktop Software does not recognize any changes or deletions to "Pauses" and "Waits" during Address Book synchronization KB18591
KB18591 BlackBerry Desktop Software does not recognize any changes or deletions to "Pauses" and "Waits" during Address Book synchronization
Environment
BlackBerry® Desktop Software
Microsoft® Outlook®
SDR352671
Overview
A Pause or a Wait can be added to an Address Book contact on the BlackBerry® smartphone by using the N and B keys respectively while editing the contact phone number. This synchronizes to Microsoft® Outlook® as a , and ! respectively. If such an entry is created, and the Pause/Wait is changed on the BlackBerry smartphone, the change to the Pause or Wait is not reflected within Microsoft Outlook after synchronization with the BlackBerry® Desktop Software.
Resolution
Update to the latest version of BlackBerry Desktop Software, available www.blackberry.com/desktop
Workaround
Manually update the Pause or Wait within Microsoft Outlook to match the change made on the BlackBerry smartphone.
Wireless Synchronization of Pauses/Waits for address book contacts is supported.
| x |
- How to enable or disable wireless contact synchronization with BlackBerry Internet Service KB22430
KB22430 How to enable or disable wireless contact synchronization with BlackBerry Internet Service
Environment
BlackBerry Internet Service
BlackBerry Device Software 5.0
BlackBerry 6
BlackBerry 7
Yahoo! Mail
Alt-N Technologies MDaemon Email Server
Windows Live Mail
Gmail/Google Mail
Overview
Wireless contact synchronization with Yahoo! Mail, MSN, Gmail and Alt-N integrations allow BlackBerry smartphone contacts to synchronize with the contacts of these associated email accounts. The synchronization is two-way, which means contacts can be created, modified and deleted from either the BlackBerry smartphone or the email account from a web browser, and the changes will synchronize both ways.
The contact synchronization occurs automatically over the air, which removes the need to connect the BlackBerry smartphone to a computer to perform the synchronization.
A single BlackBerry smartphone can synchronize with the contacts of multiple supported email accounts. Each email account will have its own contact list which can be seen in the Contacts Options on the BlackBerry smartphone. The contacts can be displayed in a single unified list or can be filtered based on the email account they are synchronized with.
The wireless synchronization will only synchronize between the BlackBerry smartphone and the associated email account. Contacts will not synchronize from one email account to another when multiple supported accounts are integrated.
Note: If the BlackBerry smartphone is running a version of software that does not support wireless address book synchronization, the option to enable wireless synchronization will not be available when integrating or configuring the email account.
To enable or disable wireless contact synchronization, please complete the following steps:
For BlackBerry 7 and BlackBerry 6:
Click on Setup > Email Accounts.
Choose Internet Mail Account if prompted.
Log in with the BlackBerry Internet Service account user name and password if prompted for it.
Click on the email account and choose edit.
Scroll down to Synchronization Options and check Contacts to enable wireless sync and uncheck to disable wireless sync.
Click on Save to apply the new settings
Enter the email account password to activate the contact synchronization between the BlackBerry smartphone and the email account.
For BlackBerry Device Software 5.0:
Click on Setup > Email Settings.
Log in with the BlackBerry Internet Service account user name and password if prompted for it.
Click on the email account and choose edit.
Scroll down to Synchronization Options and check Contacts to enable wireless sync and uncheck to disable wireless sync.
Click on Save to apply the new settings
Enter the email account password to activate the contact synchronization between the BlackBerry smartphone and the email account.
Note: If wireless synchronization is not functioning after performing the steps above, confirm if wireless synchronization has been enabled by following the steps below:
Choose Contacts from the home screen.
Click menu button and choose Options.
Choose the appropriate contact list.
Place check mark next to Wireless Synchronization to enable wireless synchronization and uncheck to disable wireless synchronization.
Note: If the email account has not yet been integrated with the BlackBerry Internet Service account, please refer to the BlackBerry Internet Service user guide for instructions on how to integrate an existing email account.
Additional Information
Note: Yahoo! Mail Categories, MSN and Alt-N Groups are not supported. Category and/or Contact Group distribution lists will not be synchronized.
Note: Wireless contact synchronization with Yahoo! Mail, GMail/Google Mail and/or Alt-N email integrations requires BlackBerry Device Software 5.0, BlackBerry 6, or BlackBerry 7.
Note: Wireless contact synchronization with MSN, Hotmail, and/or Windows Live email integrations is only available on BlackBerry smartphones running BlackBerry 6 or BlackBerry 7.
Note: Contact synchronization occurs every four hours and is limited to 10,000 contacts. Once this number is reached, data synchronization of new contacts will stop and the BlackBerry smartphone user will get the following message:
You have reached the maximum number of contacts allowed by your <emailaddress> account. The BlackBerry Internet Service will continue to synchronize the existing contacts for <emailaddress> on your BlackBerry device to your <emailaddress> account. You can continue to add contacts for <emailaddress> to your BlackBerry device but the BlackBerry Internet Service will not synchronize these new contacts with your <emailaddress> account.
| x |
- Copy contacts to and from your SIM card
Copy contacts to and from your SIM card
Your SIM card can store contact names and phone numbers. Copying contacts to and from your SIM card allows you to easily transfer contacts from one device to another. When you insert a SIM card in your BlackBerry device, you can view contacts that are stored on the SIM card in your contact list. You can copy the SIM card contacts to your device memory so that the contacts are available to you even if the SIM card is removed.
You can also use BlackBerry Link to back up your contacts on a computer.
Note: If you added a work account to your device and your administrator turned on BlackBerry Balance, you can't copy work contacts to your SIM card.
In the Contacts app, swipe down from the top of the screen.
Tap Settings Settings.
To copy all of the contacts from your SIM card to your device memory, tap Import Contacts from SIM Card.
To copy all contacts from your device memory to your SIM card, tap Copy Contacts from Device to SIM Card.
To view your SIM card contacts and decide which ones you want to copy to your device, tap Manage SIM Card Contacts.
http://docs.blackberry.com/en/smartphone_users/deliverables/47561/mwa1334162523496.jsp | x |
- How to force a sync of the Gmail calendar and contacts KB32037
KB32037 How to force a sync of the Gmail calendar and contacts
Environment
BlackBerry® Device Software 5.0.0.176
BlackBerry® Internet Service
BlackBerry® 7.1
BlackBerry® 7
BlackBerry® 6
Gmail
Overview
Gmail calendar synchronization
By design calendar entries made from the BlackBerry smartphone are synchronized to the web-based calendar within seconds. For entries created on the web-based calendar, it can take up to half an hour for the appointment to appear on the BlackBerry smartphone.
Gmail contact synchronization
By design contact synchronization occurs every four hours and is limited to 10,000 contacts.
Forcing a Gmail synchronization on the BlackBerry smartphone
Forcing a Gmail synchronization can reduce the default time that is needed to complete a sync of the Gmail calendar and contacts.
Calendar
1. Click the BlackBerry menu key > Options > under Accounts click the Gmail account > remove the Checkmark from Wireless Synchronization > click the Back menu key and Save
2. Under Accounts click the Gmail account > place a Checkmark in the Wireless Synchronization box > click the Back menu key and Save
Note: The following prompt will appear " Some of your calendar changes might be lost. Enable wireless Calendar?" Yes or No. Click Yes
Contacts:
1. Click the BlackBerry menu key > Options > under Contact Lists click the Gmail account > remove the Checkmark from wireless synchronization > click the Back menu key and Save
2. Under Contact Lists click the Gmail account > place a Checkmark in the Wireless Synchronization box > click the Back menu key and Save
Note: The following prompt may appear "Changes made on the handheld while wireless synchronization was turned off might be lost. Continue?" Yes or No. Click Yes
Additional Information
Note: Manually syncing with the Gmail account functions on accounts that are currently in a working state meaning that the sync is occurring within the default time requirements.
If performing the force sync does not bring the data from the web-based database to the BlackBerry smartphone and the default sync times have been exceeded; further troubleshooting must be performed.
| x |
- Unable to perform a wired synchronization of calendar entries created on the BlackBerry smartphone KB13330
KB13330 Unable to perform a wired synchronization of calendar entries created on the BlackBerry smartphone
Environment
BlackBerry® Desktop Software
BlackBerry® Device Software 4.2 to 5.0
SDR132586
Overview
When a wired synchronization is performed, calendar entries created on the BlackBerry smartphone are not transferred to the email application on the computer. Also, any calendar entries created in the email application are transferred to the BlackBerry smartphone, even if they already exist there. As a result, duplicate calendar entries are created on the BlackBerry smartphone and the BlackBerry smartphone user's calendar entries in the email application might be removed.
This issue does not affect BlackBerry smartphones that are associated with a BlackBerry® Enterprise Server.
Cause
When a BlackBerry smartphone contains a compressed ICAL (CICAL) service book (as provided by a BlackBerry Enterprise Server or by a BlackBerry® Internet Service integration), calendar entries are stored on the BlackBerry smartphone in the service calendar. The value in the Number of Entries field in the calendar options represents the data stored in the service calendar.
When a CICAL service book is not present on a BlackBerry smartphone, all calendar entries are stored on the BlackBerry smartphone in the base system calendar. Calendar entries stored in the base system calendar are only recognized by the calendar application on the BlackBerry smartphone. Therefore, any external application (the Backup and Restore tool, Intellisync®, etc.) does not recognize the calendar entries.
Resolution
Complete one of the following resolutions.
Resolution 1
If you are running BlackBerry Device Software 4.2.2.66 to 4.2.2.103, install the 2007 Calendar Patch. For instructions, see 2007 Calendar Patch for BlackBerry Smartphones.
Note: To identify the version of BlackBerry Device Software that you have installed on your BlackBerry smartphone, go to the Home screen of the BlackBerry smartphone and click Options > About.
Resolution 2
Perform an update to BlackBerry Device Software 4.2.2 or later. For instructions, see KB03621.
Note: Verify that the BlackBerry Device Software package version contains applications 4.2.2.114 or later. To identify the version of BlackBerry Device Software that you have installed on your BlackBerry smartphone, go to the Home screen of the BlackBerry smartphone and then click Options > About.
Workaround
Clear and restore the calendar database on the BlackBerry smartphone by completing the following steps:
Using the BlackBerry® Desktop Manager, back up the calendar database on the BlackBerry smartphone. For instructions, see KB11297.
Clear the calendar database from the BlackBerry smartphone by using the BlackBerry Desktop Manager. For instructions, see KB10167.
Send the BlackBerry Internet Service service books to the BlackBerry smartphone. For instructions, see KB02830.
Restore the calendar data to the BlackBerry smartphone. For instructions, see KB10339. This places all of the calendar appointments in the BlackBerry Internet Service CICAL calendar, which is synchronized.
| x |
BlackBerry Messenger- BlackBerry Messenger icon disappears KB23968
KB23968 BlackBerry Messenger icon disappears from the home screen of the BlackBerry smartphone
Environment
BBM 8.5.0.18
BlackBerry 7
BlackBerry 6
BlackBerry Device Software 5.0
Overview
After an upgrade to BBM version 8.5.0.18, the BBM icon disappears from the home screen of the BlackBerry smartphone.
Also, when viewing the BBM application via BlackBerry World, it shows as installed.
Before attempting any of the resolution steps listed below first collect logs from the BlackBerry smartphone. Follow the steps in KB27739 to collect logs.
Cause
Cause 1
The installation of BBM did not complete.
Cause 2
The minimum required version of BlackBerry Device Software (as outlined below) has not been met.
BlackBerry Device Software - Minimum required version
BlackBerry Device Software 5.0 - 5.0.0.262
BlackBerry 6 - 6.0.0.75
BlackBerry 7 - 7.0.0.241
BlackBerry 7.1 - 7.1.0.163
Cause 3
The BBM icon is hidden from the home screen.
Resolution 1
1. Confirm that the BlackBerry Messenger icon has not been relocated to a folder, such as Downloads or Instant Messaging, on the Home screen.
2. If using BlackBerry 6 or BlackBerry 7 confirm the icon is not hidden using the Universal Search feature
3. Perform a hard reset. For instructions, see KB02141.
4. If the hard reset does not bring the icon back, attempt to download and install BlackBerry Messenger again at www.blackberry.com/messenger
Resolution 2
To determine the version of BlackBerry Device Software currently running on the BlackBerry smartphone, see KB23393.
To update the BlackBerry Device Software running on the BlackBerry smartphone, see KB16068.
NOTE: For users running BlackBerry Messenger 5.0 or later, prior to updating the BlackBerry Device Software it is recommended to backup the BlackBerry Messenger contact list. For instructions, see KB20554.
Resolution 3
1. From the home screen click the Menu button and select Show All Icons. This will display all icons that were previously hidden.
2. Ensure the BlackBerry Messenger icon is not transparent, which would indicate the application is hidden from sight on the home screen.
3. If the icon is transparent, highlight the BlackBerry Messenger icon, click the Menu button, and select Unhide Icon.
Additional Information
BBM 6.0 and above has the following minimum requirements:
4 MB of available application storage.
BlackBerry Device Software 5.0 or later.
An active wireless data plan.
Note: Depending on the wireless service provider or organization, BBM may not be available for use. For more information on BBM, including Release Notes or minimum requirements, see product documentation and User Guides located on BlackBerry.com.
| x |
- Back up and Restore the BBM contact list on BlackBerry smartphones KB20554
KB20554 How to back up and restore the BlackBerry Messenger contact list on BlackBerry smartphones
BlackBerry Messenger 7.0:
To backup:
As of BlackBerry Messenger 7, the BBM contacts are associated with the BlackBerry ID and cannot be backed up using a microSD card or the local BlackBerry smartphone memory.
To restore:
BBM contacts will restore to the smartphone if the same BlackBerry ID is used.
Note: BlackBerry Messenger 7.0 Groups and Contacts cannot be backed up and restored using BlackBerry Desktop Software since the information is not stored locally on the smartphone.
BlackBerry Messenger 6.0:
To backup:
Open BlackBerry Messenger.
Press the Menu key, and select Options.
Under the Backup Management section, click Back Up.
Click Back up files locally > Back Up Now.
Select the location to save the backup file and click Save.
To restore:
Open BlackBerry Messenger.
Press the Menu key, and select Options.
In the Backup Management section, click Restore.
Click Restore using a backup file from device.
Select the backup file to restore.
Click Yes.
Note: BlackBerry Messenger 6.0 Groups and Contacts can also be backed up and restored using BlackBerry Desktop Software. See KB10339 for instructions.
BlackBerry Messenger 5.0:
To backup:
Open BlackBerry Messenger
Press the Menu key, and select Options.
In the Contact List section, click Back Up.
Click Back up files locally.
In the Save backup files to field select Device or Media Card.
Click Back Up Now.
To restore:
Open BlackBerry Messenger.
Press the Menu key, and select Options.
In the Contact List section, click Restore.
Click Restore using a backup file from the device.
Select the back up file to restore.
Click Yes. | x |
- Options for migrating a BlackBerry Messenger profile to a BlackBerry 10 smartphone KB33259
KB33259 Options for migrating a BlackBerry Messenger profile to a BlackBerry 10 smartphone
In order to migrate a BlackBerry Messenger profile to a BlackBerry 10 smartphone, please use one of the following methods:
Install BlackBerry Messenger 7.0
Note: This is the preferred method to migrate a BlackBerry Messenger profile.
Install BlackBerry Messenger 7.0 on the previous BlackBerry smartphone via BlackBerry World.
When prompted, log in with a BlackBerry ID account which will automatically associate the BlackBerry Messenger profile to the BlackBerry ID.
On the BlackBerry 10 smartphone, log in using the same BlackBerry ID account and launch the BlackBerry Messenger application.
If prompted to switch devices please review and confirm the switch to move forward.
The BlackBerry Messenger profile will now be restored to the BlackBerry 10 smartphone.
Backup/Restore via BlackBerry Link
Connect the previous BlackBerry smartphone to a computer using a USB cable.
Open BlackBerry Link.
If prompted, enter the device password and click Unlock.
Click Transfer Device Data.
When prompted, connect the BlackBerry 10 smartphone and select it when it is displayed.
If prompted, enter the smartphone password and click Unlock.
Click Next.
The backup will be restored to the BlackBerry 10 smartphone.
Click Finish.
On the BlackBerry 10 smartphone launch the BlackBerry Messenger application.
If prompted, enter the BlackBerry ID account details.
Click Restore using Device Switch to restore the BlackBerry Messenger profile.
Note: If running BlackBerry 7.0 or 7.1 backup/restore via SD card can also be used.
Restore from email via BlackBerry 10 BlackBerry Messenger application
Note: This option only applies if the BlackBerry Messenger profile is configured to be backed up remotely on the previous BlackBerry smartphone and will only will only appear the first time BlackBerry Messenger is launched.
Once the BlackBerry 10 smartphone has been setup, launch the BlackBerry 10 BlackBerry Messenger application.
If prompted, enter the existing BlackBerry ID account username and password.
Click the Restore from Email button to restore the BlackBerry Messenger profile.
Follow the on-screen prompts to complete the process.
For information on how to create a BlackBerry ID from a computer, see KB24062. Alternatively a BlackBerry ID can be created from the BlackBerry 10 smartphone upon initial setup or under Settings > BlackBerry ID > Create New.
| x |
- How to update BBM contacts with the new PIN number when changing devices KB32089
KB32089
Overview
After changing devices, all contacts in the BlackBerry Messenger contact list can be automatically informed of the new PIN number.
To trigger this automatic update, the contact list must be restored to the new device from a backup.
The BlackBerry Messenger contact list backup can be restored:
From a BlackBerry device backup file, using BlackBerry Desktop Software.
Using the Device Switch Wizard in BlackBerry Desktop Software.
From within BlackBerry Messenger, from either a media card on which the backup is saved or from an email address with which the BlackBerry Messenger contact list backup was registered.
From a BlackBerry Enterprise Server on which the device was activated. The BlackBerry Enterprise Server automatically backs up the BlackBerry Messenger contact list and stores this information until the BlackBerry smartphone user is deleted from the server. The contact list will be restored to the new device during the Enterprise Activation process.
Please see KB20554 for instructions on backing up restoring the BlackBerry Messenger contact list.
Additional Information
The following scenarios will require invitations to be manually re-sent in BlackBerry Messenger:
Any contact in the restored contact list that contains an incorrect PIN needs to be re-invited, since notifications of the new PIN will not reach the devices of these contacts.
Any contact in the restored contact list that does not exist in that contact's own BlackBerry Messenger contact list will need to be re-invited.
A BlackBerry Messenger message could arrive to the BlackBerry smartphone device while the contacts database is actively in the process of being restored from a backup file. If this occurs, it will result in both BlackBerry smartphone users being out of sync and re-invite messages will appear on each of their devices.
| x |
- Ignore BlackBerry Messenger contact request and messages KB31589
KB31589
Contact requests or messages may be received on the device from an unwanted source. To block messages from current contacts or unwanted contact requests, complete the following steps within BlackBerry Messenger:
If the contact is already in the BlackBerry Messenger Contact list:
Highlight the contact, click the Menu key and choose Delete Contact.
In the deletion prompt screen, check the box Ignore future invitations and click the Delete button.
The contact will now be removed from the BlackBerry Messenger contact list and all future messages or contact requests will be ignored and will not show up on the device.
If unwanted contact requests are being received on the BlackBerry:
Open the contact request in BlackBerry Messenger.
Click the Ignore button.
Choose Yes on the following prompt to confirm ignoring the contact request.
Note: The request and the options to Accept, Decline, Ignore or Close will be presented. Choosing Accept will add the contact to the BlackBerry Messenger contact list. Choosing Decline will not add the contact to the contact list but future invitations will show on the BlackBerry. Choosing Close will close the invitation prompt window but will not clear the contact invitation from the BlackBerry Messenger application.
Additional Information
For information on how ignore requests to become a contact from a BlackBerry Messenger Connected application, see KB27800.
For information on how to manage ignored BlackBerry Messenger contacts, see KB31590.
Note: If the contact sending the message or invite switches to a different BlackBerry device, the contact will need to be ignored again.
| x |
- BlackBerry smartphone cannot send or receive instant messages from within the BBM application KB12562
KB12562 BlackBerry smartphone cannot send or receive instant messages from within the BlackBerry Messenger application
The BlackBerry® smartphone cannot send or receive instant messages from within the BlackBerry® Messenger application.
Cause 1
The wireless network is turned off on the BlackBerry smartphone.
Resolution 1
Verify that the wireless network is turned on.
On the Home screen, select Manage Connections.
Place a check mark beside Mobile Network.
Cause 2
The BlackBerry smartphone is not in an area with sufficient wireless network coverage.
Resolution 2
Access the Help Me! screen on the BlackBerry smartphone, see KB19117
The Signal field lists the current wireless network signal strength.
Note: See the printed documentation that accompanied the BlackBerry smartphone for more information on wireless coverage levels.
Cause 3
The BlackBerry smartphone is unable to send or receive personal identification number (PIN) messages.
Resolution 3
Verify that the BlackBerry smartphone is able to receive PIN messages by following these steps:
Click on the Messages icon
Press the Menu button.
Depending on BlackBerry device software version, either choose Compose PIN or Compose Other > Compose PIN
In the To field, type a BlackBerry smartphone PIN number.
Choose Send.
Confirm that the PIN message was received by the other BlackBerry smartphone.
Cause 4
The BlackBerry smartphone does not have an active data plan through the wireless service provider.
Resolution 4
Contact the wireless provider to add or update to a compatible plan to enable data service for the BlackBerry smartphone.
| x |
- When adding a contact to BBM the contact remains in pending status KB12319
KB12319 When adding a contact to BlackBerry Messenger the contact remains in pending status
When a BlackBerry® smartphone user adds a new contact in BlackBerry® Messenger, the BlackBerry smartphone holds the request in a Pending state while waiting for the contact to approve this request. The recipient accepts the request; however, the request is still Pending and the new contact is not added to the BlackBerry Messenger contact list.
Complete the following steps for resolution:
Step 1 - Validate the services are correctly provisioned for BBM
BlackBerry Messenger requires data provisioning for both subscribers
Note : Contact the wireless service provider to change provisioning services if required. Step 3 can be utilized as a test to verify if services are provisioned for BBM.
Step 2 - Incorrect PIN or Email address was used when sending the request
Verify that the correct PIN or Email is being used and then resend the request.
Note: If attempting to add by Email address the request or response may have been filtered by a spam protection program and may not be delivered to the BlackBerry smartphone. Some suggestions may be to login to the email account and validate the email is located in the inbox or request the contact by PIN instead.
Step 3 - Network delays or issues sending
Send a PIN message to the contact to verify the PIN delivery status. For instructions, refer to the user guide for the BlackBerry smartphone, or the use the on-device help application.
Determine whether there is a delay with the PIN message delivery.
If the PIN message was not sent successfully, verify the signal status and contact the wireless service provider if there is an issue with PIN message delivery.
See KB02623 for more information on troubleshooting data connection issues
See KB29696 for more information on receiving a Red X when sending a PIN message to a single user
Note : If the BlackBerry smartphone is connected to a voice interaction the carrier may not support voice and data simultaneously. Disconnect the voice interaction and retest.
Step 4 - There may be an error in the BlackBerry Messenger installation, or in the contacts list
Please ensure a backup has been made of the BlackBerry Messenger contacts. For instructions, see KB12487.
Remove and reinstall BlackBerry Messenger using the Application Loader tool in BlackBerry® Desktop Software. For instructions, please see KB03621.
OR
Clear the BlackBerry Messenger contacts list through the Backup and Restore tool in BlackBerry Desktop Manager. To perform this, complete the following steps:
Open BlackBerry Desktop Manager.
Connect the BlackBerry smartphone to the computer.
Double-click on Backup & Restore.
Click Advanced.
In the right-hand pane, locate and select BlackBerry Messenger and click Clear.
Add contacts back to BlackBerry Messenger and send another request to the desired BlackBerry smartphone user.
Additional Information
This article contains information previously documented in KB12362. | x |
- What details to collect when troubleshooting BBM issues KB35574
KB35574 - What details to collect when troubleshooting BBM issues
KB34593 - Providing Support for BBM for BlackBerry, iPhone, iPad and Android
KB35080 - device logging
KB32516 - gather android logs
Gathering iOS app crash logs
In the event the BBM application crashes on iPhones, a crash log may be generated that can be collected for further investigation.
To collect the log, make sure the customer syncs their iPhone with iTunes, then collect the log from the relevant location depending on their computer OS.Windows XP•
C:\Documents and Settings\<USER>\Application Data\Apple Computer\Logs\CrashReporter\MobileDevice\<DEVICE>Windows Vista or 7•
C:\Users\<USER>\AppData\Roaming\Apple Computer\Logs\CrashReporter\MobileDevice\<DEVICE>Mac OS X•
~/Library/Logs/CrashReporter/MobileDevice/<DEVICE>
vNYDfV0gm | x |
- BlackBerry Messenger Online support
- Installing BBM on an Android smartphone KB35534
KB35534 Installing BBM on an Android smartphone
Environment
BBM for Android
Overview
The following information is intended for retail support representatives who are assisting customers with troubleshooting.
System requirements
An Android smartphone is required for BBM. Currently, there is no official support for other Android devices.
Customers must install the BBM app from the Google Play Store for Android smartphones.
Although there are no BlackBerry-specific data plan requirements from the wireless service provider, the device must be cellular capable and should have a data plan to use BBM outside of a Wi-Fi network.
Android requirements
Ice Cream Sandwich (4.0x) or Jelly Bean (4.1x and 4.2x) or Gingerbread (2.3 - 2.3.7)
Screen size of 7" or smaller
Cellular capable
Installing BBM
To install BBM from the Google Play Store, follow these steps:
Tap the Play Store icon on the home screen.
Tap the Search icon and type BBM.
Tap Install and follow the prompts to complete the installation.
Uninstalling BBM
To uninstall the BBM app using the touch and hold method.
Tap and hold the BBM icon.
Drag the icon to the Uninstall area at the top of the screen.
Tap OK to uninstall BBM.
Confirm the removal of the BBM app.
| x |
- Overview of BBM Protected KB35648
KB35648 Overview of BBM Protected
Requirements:
BlackBerry Enterprise Service 10
The following are the system requirements to deploy BBM Protected in a BES10 environment:
BlackBerry Enterprise Service 10 version 10.2.2 or later for BlackBerry 10 devices with activation type Work space only
BlackBerry Enterprise Service 10 version 10.2.3 or later for BlackBerry 10 devices with activation type Work and personal – Corporate, or Work and personal – Regulated
Appropriate server license or SIM license for the activation type in your environment
Work space only
Work and personal – Corporate
Work and personal – Regulated
BBM version 10.3.30 or later installed on BlackBerry 10 devices
The Use BBM Protected rule set to Yes, the rule added to an IT policy, and the policy assigned to BlackBerry 10 device users who require BBM Protected
BlackBerry Enterprise Server 5
The following are required when deploying BBM Protected in a BES5 environment:
BlackBerry Enterprise Server 5.0 or later with updated IT policy pack
BlackBerry Device Software 6.0 or later
BBM version 8.5 or later installed on BlackBerry devices
The Use BBM Protected rule set to Yes, the rule added to an IT policy and, the policy assigned to BlackBerry device users who require BBM Protected
Purchasing licenses for BBM Protected
You must purchase licenses to use BBM Protected.
When you apply the Use BBM Protected rule to an IT Policy, you receive a message on the Administration Console advising that you must purchases licenses. The message includes a link to the BBM Protected webpage that includes information about BBM Protected and a link to a knowledge base article. The article provides instructions on contacting a licensing distributor (for example, an ISV, VAR, or BlackBerry Account Manager).
The following are the main steps to purchase and collect your licenses:
Contact a licensing distributor and order your licenses.
In the confirmation email that you receive, click the link to log in to the BlackBerry Account Center.
Claim your licenses and accept the license agreements. After claiming the licenses, you receive an email that confirms the purchase of the licenses. The email also includes a link where you can download files. For example, you can download the .bar and .cod files for the BBM app. The app must be installed on the BlackBerry devices. Make sure the required version of the app is installed on the devices.
If you are using the licenses in a BlackBerry Enterprise Server 5 environment, download the BES5 IT policy pack and import the rules from the policy pack.
Download the .bar and .cod files if you plan to use BlackBerry Enterprise Service 10 and BlackBerry Enterprise Server 5 to download the files to BlackBerry devices.
You receive an invoice after you claim the licenses. Licenses expire after one year.
| x |
- Unable to wirelessly restore the BlackBerry Messenger Contact List KB20017
KB20017 Unable to wirelessly restore the BlackBerry Messenger Contact List
Environment
BlackBerry Messenger 5.0 to 6.0
Overview
In the BlackBerry Messenger application, when pressing the menu key and selecting Restore Contact List the following message appears:
You are currently being registered with the BlackBerry Messenger service. This is an automated process that will be completed in a few minutes.
Note: This scenario applies to BlackBerry smartphone users who performed a backup of their BlackBerry Messenger contact list using the BlackBerry Messenger wireless backup feature.
Complete the following steps:
Step 1 - Verify mobile data coverage is sufficient.
Verify the signal strength on your BlackBerry smartphone under Options > Status. Acceptable signal strength is between -55 to -95dbm.
Perform a Register Now from the BlackBerry smartphone. See KB00510. Confirm that the BlackBerry registration message was received in the BlackBerry smartphone messages icon.
Step 2 - Validate the email address chosen to perform the wireless backup of the BlackBerry Messenger contact list is present on the BlackBerry smartphone.
Verify email account is integrated with the BlackBerry Internet Service.
Send service books to the BlackBerry smartphone from the BlackBerry Internet Service account. See KB15402.
Verify that the BlackBerry smartphone can send and receive emails from the email address chosen to perform the wireless backup of the BlackBerry Messenger contact list.
Additional Information
Note: The email account that was used to back up the BlackBerry Messenger contacts must be integrated on the BlackBerry smartphone in order for the contacts to be restored.
| x |
BIS Admin- Basic troubleshooting steps for the BlackBerry Internet Service KB11334
KB11334 Basic troubleshooting steps for the BlackBerry Internet Service
Environment
BlackBerry® Internet Service
Overview
Listed below are basic troubleshooting steps for BlackBerry Internet Service issues. The following actions will resolve the majority of common BlackBerry Internet Service issues:
Send a personal identification number (PIN) message.
Delete the service books from the BlackBerry smartphone. For information about deleting service books, see KB05000.
Register the BlackBerry smartphone on the wireless data network.
Go to Options > Advanced Options > Host Routing Table.
Click the Menu key.
Click Register Now.
Send service books to the BlackBerry smartphone. For information about sending service books, see KB02830.
| x |
- What is Automatic login using the BlackBerry Internet Service KB13955
KB13955 What is Automatic login using the BlackBerry Internet Service
To create a new BlackBerry® Internet Service account, subscribers must use the Setup Wizard or Email Settings application on the BlackBerry smartphone. Creating the new BlackBerry® Internet Service account using one of the above applications allows subscribers to manage their new accounts without having to create a login user name and password.
New BlackBerry Internet Service subscribers can manage the following without having to specify BlackBerry Internet Service user names and passwords:
adding or modifying integrated email accounts
updating filters
adding hosted accounts
Important: Once the subscriber logs in to the BlackBerry Internet Service web site using a browser on a computer, the Automatic login feature will no longer work on the BlackBerry smartphone and subscribers must specify the BlackBerry Internet Service user name and password each time to manage their accounts. This is by design.
Note: Automatic login will not be available to subscribers that are unable to create the BlackBerry Internet Service account from the BlackBerry smartphone.
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- Unable to create a new BIS account from the login screen KB11465
KB11465 Unable to create a new BlackBerry Internet Service account from the login screen
1. The personal identification number (PIN) or International Mobile Equipment Identity number (IMEI) is entered incorrectly. KB05026
2. The BlackBerry Internet Service website being used to create the account is incorrect. Contact the wireless service provider for further assistance.
3. The BlackBerry smartphone does not have the appropriate services activated to create a BlackBerry Internet Service account. Contact the wireless service provider for further assistance.
4. A BlackBerry Internet Service account is already associated with the BlackBerry smartphone. Contact the wireless service provider for further assistance.
5. The BlackBerry smartphone has not been registered on the wireless network. Register the BlackBerry smartphone on the wireless network. KB00510
6. The BlackBerry smartphone has recently changed from one wireless service provider to another and is unable to create a BlackBerry Internet Service account. Contact the wireless service provider to verify that a BlackBerry Internet Service account can be created on the wireless service provider's website
7. The user name that is being entered is already in use by another BlackBerry Internet Service account. Use a different user name for the BlackBerry Internet Service account
8. The BlackBerry Internet Service account was created using the automatic login feature. KB14380 | x |
- Unable to create a BlackBerry Internet Service account from a web browser KB14380
KB14380 Unable to create a BlackBerry Internet Service account from a web browser
The following message might be received when attempting to create a new BlackBerry® Internet Service account from a web browser on a computer:
Your account is not accessible via HTML browser. Please use your device to access BlackBerry Internet Service.
This message indicates that a BlackBerry Internet Service account has already been created with the BlackBerry smartphone using the Automatic login feature of the BlackBerry Internet Service.
Subscribers can access their BlackBerry Internet Service account by clicking either the Setup Wizard icon or E-mail Settings icon on the Home Screen of the BlackBerry smartphone.
To change an Automatic login account mode to require a user name and password, and to have the option to access it using a browser on a computer, see KB14378. | x |
- How to change the login mode for a BlackBerry Internet Service account KB14378
KB14378 How to change the login mode for a BlackBerry Internet Service account
For BlackBerry smartphones with BlackBerry 6 and below, to change from Automatic Login mode to requiring a user name and password, and to use a computer browser to access the BlackBerry Internet Service, complete the following steps:
1. Click the Setup Wizard or E-mail Settings icon.
2. Press the Menu key and click Create User Name.
3. The BlackBerry Internet Service subscriber will be prompted with a screen stating that this is a permanent change. This change allows access using a computer browser as well as the BlackBerry smartphone.
4. Click Next.
5. Enter a valid user name and password and click Next.
Note: Please create a strong password that cannot be easily guessed by others, for example by including punctuation marks, numbers, capital and lowercase letters and that does not include your name or account name. Maintain the confidentiality of your password.
6. The BlackBerry Internet Service subscriber may then log in to the wireless service provider specific web site using the username and password to access the BlackBerry Internet Service account from a computer browser. Navigate to the wireless service provider web site or go the Email Setup page. In the Get started from your computer section, select a region and then click the wireless service provider link. | x |
- Unable to receive email messages on the BB device from a POP3 email account KB02857
KB02857 Unable to receive email messages on the BlackBerry smartphone from a POP3 email account
Overview
The BlackBerry smartphone is unable to receive email messages from a Post Office Protocol 3 (POP3) email account that is associated with the BlackBerry Internet Service.
Note: For a Novell GroupWise POP3 account, see KB03218.
Cause
This issue might be caused by one of the following:
Another email application is removing email messages from the POP3 messaging server.
There are large email messages in the Inbox for the integrated email account.
The POP3 email account was integrated using incorrect information.
The POP3 email account has become invalid.
Changes have been made to the POP3 messaging server.
An email message filter in the BlackBerry Internet Service is blocking email message delivery to the BlackBerry smartphone.
The email messages for the integrated email account are being stored in a place other than the root folder of the Inbox on the messaging server.
The wireless transceiver on the BlackBerry smartphone is turned off.
The wireless network status of the BlackBerry smartphone does not allow email messages to be delivered.
The firewall settings on the BlackBerry smartphone are set to block incoming email messages from the BlackBerry Internet Service.
The email messages are being forwarded to another email account.
The POP3 protocol is not turned on for the email account with the wireless service provider.
The recipient's mailbox is full.
Complete the appropriate resolution for the cause.
Cause 1
Another email application is removing email messages from the POP3 messaging server. In addition to being integrated with the BlackBerry Internet Service, the POP3 email account is associated with another email application (for example, Microsoft Outlook or Microsoft Entourage). When the other email application retrieves email messages from the POP3 account, it removes the email messages on the messaging server. As a result, there are no messages for the BlackBerry Internet Service account to retrieve.
Resolution 1
Configure the other email application to leave copies of the email messages on the messaging server. For instructions, see KB12283.
Cause 2
There are large email messages in the Inbox for the integrated email account.
Resolution 2
Move email messages larger than 8 MB, including attachments, from the Inbox to a sub folder of the email account.
Note: For Internet Message Access Protocol (IMAP) integrations, make sure that the Sent Items folder does not contain email messages larger than 8 MB, including attachments.
Cause 3
The POP3 email account was integrated using incorrect information.
Resolution 3a
Remove and re-integrate the account by completing the following steps:
Delete the integration from the BlackBerry Internet Service account.
Re-integrate the address using the advanced integration method. For instructions, see KB02189.
Resolution 3b
Re-integrate the email account using another protocol such as IMAP or Microsoft Outlook Web Access instead of POP3 by completing the following steps:
Log in to the BlackBerry Internet Service account.
Remove the integrated POP3 account.
Click Set up Account.
Type the email address without the password to access the advanced integration screen.
Click I can access my e-mail account using a Web browser (Outlook Web Access) or I will provide the settings for this POP/IMAP account, and click Next.
Type the remaining information, including the password.
Click Try Again.
Note: If the domain name of the messaging server has been changed, try to associate the email account using the Internet Protocol (IP) address of the messaging server.
Cause 4
The POP3 email account has become invalid.
Resolution 4
The email account has become invalid due to the password or server information being changed.
Update the POP3 email password in the BlackBerry Internet Service account by completing the following steps:
Log in to the BlackBerry Internet Service account.
Click the icon that shows Not Valid for the specific email account.
Update the account settings.
Click Save.
If the above steps do not validate the email integration, it may need to be removed and added again to the BlackBerry Internet Service account.
Cause 5
Changes have been made to the POP3 messaging server. For example, the messaging server name may now be mail.organization.com instead of pop.organization.com.
Resolution 5
Contact the POP3 email account provider to make sure that no changes have been made to the POP3 messaging server.
Cause 6
An email message filter in the BlackBerry Internet Service is blocking email message delivery to the BlackBerry smartphone.
Resolution 6
Review the email message filters to make sure that they are not preventing email messages from being sent to the BlackBerry smartphone. Delete or modify any email message filters that do not allow delivery. For instructions, see the BlackBerry Internet Service User Guide.
Cause 7
The email messages for the integrated email account are being stored in a place other than the root folder of the Inbox on the messaging server.
Resolution 7
Ensure the messages are arriving to Inbox and not a sub folder.
Cause 8
The wireless transceiver on the BlackBerry smartphone is turned off.
Resolution 8Turn on the wireless transceiver on the BlackBerry smartphone by completing the following steps:
From the Home screen of the BlackBerry smartphone, click Manage Connections.
Click Turn All Connections On.
Note: The Manage Connections icon typically looks like a radio tower and is located on the Home screen.
Cause 9
The wireless network status of the BlackBerry smartphone does not allow email messages to be delivered.
Resolution 9
Verify the wireless network status by referring to the knowledge base article that corresponds to one of the below networks:
If the BlackBerry smartphone operates on the Global System for Mobile communications (GSM), General Packet Radio Service (GPRS), or Enhanced Data Rates for Global Evolution (EDGE) networks, see KB02334.
If the BlackBerry smartphone operates on the Code Division Multiple Access (CDMA) network, see KB02335.
If the BlackBerry smartphone operates on the Universal Mobile Telecommunications System (UMTS) network, see KB11787.
If the BlackBerry smartphone is not receiving email messages because of the wireless network status, contact the wireless service provider.
Cause 10
The firewall settings on the BlackBerry smartphone are set to block incoming email messages from the BlackBerry Internet Service. This feature might be enabled by an IT policy.
Note: This affects BlackBerry smartphones running BlackBerry Device Software 4.2 or later.
Resolution 10
Make sure that the firewall is set to allow BlackBerry Internet Service email messages to be delivered to the BlackBerry smartphone. To verify that this setting is correct, complete the following steps:
From the Home screen, click Options > Security > Firewall.
Under Block Incoming Messages, confirm that the check box next to Personal Email is cleared.
If the BlackBerry smartphone contains an IT policy and is associated to a BlackBerry Enterprise Server, contact the administrator for additional information.
If there is an IT Policy and the BlackBerry smartphone is no longer on a BlackBerry Enterprise Server, see KB14202.
Cause 11
The email messages are being forwarded to another email account.
Resolution 11
To resolve this issue, complete either of the following actions:
Remove the forwarding rule currently associated with the email account.
Modify the forwarding rule to point to a BlackBerry email address.
Cause 12
The BlackBerry smartphone messages database has become corrupted.
Resolution 12
To determine if the database is corrupted, see KB10396.
Cause 13
The recipient's mailbox is full.
Resolution 13
When sending an email message to the POP3 email account, the following message might be received:
The message could not be delivered because the recipient's mailbox is full.
#5.2.2 lmtp;550 5.2.2 Delivery failed: Over quota>
To resolve this issue, free space in the mailbox is required. This can be done by deleting some email messages. If required to save email messages, move those messages to a folder outside the inbox.
Additional Information
For information about the maximum email message size limit when using the BlackBerry Internet Service, see KB03592.
For information about how to resolve an issue when the BlackBerry smartphone is unable to receive email messages from a BlackBerry email address, see KB10034.
For information about different types of email accounts, see the following knowledge base articles:
KB10870 for integrated Microsoft Outlook Web Access accounts
KB10305 for integrated IMAP email accounts
KB10104 for integrated Yahoo! Mail accounts
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- BlackBerry Internet Service account is in suspended mode KB05055
KB05055 BlackBerry Internet Service account is in suspended mode
Environment
BlackBerry Internet Service
BlackBerry smartphones
Overview
When attempting to send an email message from the BlackBerry smartphone, the email message displays a red X. When the the email message is opened, it displays the following error:
User account is in SUSPENDED mode
Cause
The BlackBerry Internet Service account is in suspended mode.
Resolution
Contact the wireless service provider and request that the status of the BlackBerry Internet Service account be set to Active.
Internal Notes - RIM CONFIDENTIAL
Note: This section is for internal use only. Do not copy or distribute to end users, customers or other third parties.
To change the status of a BlackBerry Internet Service account, complete the following steps:
Log in to the BlackBerry Internet Service administration web site.
Type the username or the PIN assigned to the BlackBerry smartphone.
Change the User Status to ACTIVE.
Click Save.
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- Password requirements for BIS, BB hosted email addresses, and BBID account KB24331
KB24331 Password requirements for BlackBerry Internet Service, BlackBerry hosted email addresses, and BlackBerry ID account
Environment
BlackBerry® Internet Service
BlackBerry® hosted email account
BlackBerry® ID
Overview
Research In Motion® strongly encourages using a strong password to protect a BlackBerry® Internet Service account, a BlackBerry® hosted email address (user_name@carrier_name.blackberry.net), and a BlackBerry® ID account from unauthorized access.
Create a password that cannot be easily guessed by others and that does not include your name, account name, etc. Maintain the confidentiality of the password.
A strong password should include a combination of the following characters:
Lower case letters
Upper case letters
Numbers
Special characters (i.e. !, @, #, $, %, ^, &, *)
Note: When creating a BlackBerry ID, the account password can not match either the recovery question or recovery answer. Avoid commonly used and known weak passwords (ie. password, 123456, abc123).
Additional Information
To change the password for a BlackBerry Internet Service account, please see KB04320
To set or change the password for a BlackBerry hosted email address, please see KB23307
To set or change the password for a BlackBerry ID, please see KB26361
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- PIN or IMEI of the device does not exist KB04264
KB04264 Error produced with switching a BlackBerry Internet Service account from one BlackBerry Smartphone to another: "PIN or IMEI of the device does not exist"
Environment
BlackBerry® Internet Service
Overview
When attempting to transfer the BlackBerry Internet Service account from from one BlackBerry smartphone to another, the following error is displayed:
PIN or IMEI of the device does not exist
Cause
There are multiple causes for this error.
Summary of Causes
1.Registration of the BlackBerry smartphone over the wireless network was not completed.
2.The personal identification number (PIN) of the previous BlackBerry smartphone is still associated with the BlackBerry Internet Service account.
Resolution
Complete the appropriate resolution for the cause.
Cause 1
Registration of the BlackBerry smartphone over the wireless network was not completed.
Resolution
Complete the following tasks:
1.Perform a hard reset on the BlackBerry smartphone. For instructions, see KB02141.
2.Register the BlackBerry smartphone over the wireless network. For instructions, see KB00510.
If the above tasks do not resolve the problem, contact the wireless service provider to verify that the BlackBerry smartphone is provisioned correctly. It might be mecessary to perform the above tasks again.
Cause 2
The PIN of the previous BlackBerry smartphone is still associated with the BlackBerry Internet Service account.
Resolution
1.Set the PIN and International Mobile Equipment Identity (IMEI) or electronic serial number (ESN)/Mobile Equipment Identifier (MEID) on the BlackBerry Internet Service account to Zero, and save the changes.
2.Type the PIN and IMEI or ESN/MEID of the new BlackBerry smartphone, and save the changes.
If the above steps do not resolve the problem, contact the wireless service provider to verify that the BlackBerry smartphone is provisioned correctly.
Additional Information
For more information about PINs, IMEIs or ESNs/MEIDs, see KB04665.
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- Common sending and receiving issues using the BlackBerry Internet Service KB02169
KB02169 Common sending and receiving issues using the BlackBerry Internet Service
Overview
One of the following scenarios is encountered when using the BlackBerry smartphone and BlackBerry Internet Service:
Email messages cannot be sent from or received on the BlackBerry smartphone.
Email messages can be sent from but not received on the BlackBerry smartphone.
Email messages are received on but cannot be sent from the BlackBerry smartphone.
Note: When using Post Office Protocol (POP), Internet Message Access Protocol (IMAP), or Microsoft Outlook Web Access email accounts, make sure that the email application is configured to leave copies of email messages on the messaging server. For instructions on how to turn this feature on, see KB12283.
Note: Please note that Gmail is known as Google Mail in some countries.
Important: Follow the basic troubleshooting steps in KB11334 before referring to this article.
Cause
Unable to send and receive email messages
This issue may be caused by one of the following:
The wireless service provider's network is not functioning correctly, or the wireless transceiver on the BlackBerry smartphone is turned off.
A BlackBerry Internet Service account has not been created for the BlackBerry smartphone.
The integrated email account is currently not validated.
Unable to receive, but able to send email messages
This may be caused by one of the following:
An email message filter is preventing email messages from reaching the BlackBerry smartphone.
Email messages are being sent to an email address that no longer exists or to an incorrect email address.
The date and time settings on the BlackBerry smartphone are incorrect.
The firewall on the BlackBerry smartphone is set to block incoming email messages from the BlackBerry Internet Service.
Email messages are being sent to an email account that is not integrated with the BlackBerry Internet Service account.
A BlackBerry Internet Service account is not associated with the BlackBerry smartphone.
The email messages from the integrated email account are being stored in a place other than the root folder of the inbox on the messaging server.
Unable to send, but able to receive email messages
This issue may be caused by one of the following:
The service books for the BlacKBerry Internet Service are not present on the BlackBerry smartphone.
BlackBerry Desktop Redirector was installed at the same time as BlackBerry Desktop Manager.
Email messages are being sent to an incorrect email address or to an email address that no longer exists.
A BlackBerry Enterprise Server IT policy is blocking email messages being sent from an email account that is integrated with a BlackBerry Internet Service account.
The BlackBerry smartphone is attempting to send email messages using the service book of an email account that is no longer integrated with the BlackBerry Internet Service account.
The BlackBerry Internet Service account contains an invalid Auto BCC or Reply to address.
Resolution
Complete the appropriate resolution.
Unable to send and receive email messages:
Cause 1
The wireless service provider's network is not functioning correctly, or the wireless transceiver on the BlackBerry smartphone is turned off.
Resolution 1
To resolve this issue, complete the following steps:
1. Make sure that the wireless transceiver is turned on. From the Home screen of the BlackBerry smartphone, click Turn Wireless On.
2. Verify that the BlackBerry smartphone has an active data connection.
To determine if a BlackBerry smartphone has an active data connection, refer to the following KB articles that describe the network status indicators on a BlackBerry smartphone:
a. For Global System for Mobile communications (GSM), General Packet Radio Service (GPRS), and Enhanced Data Rates for Global Evolution (EDGE) networks, see KB02334.
b. For the Code Division Multiple Access (CDMA) network, see KB02335.
3. Verify that the wireless service provider's network is functioning correctly. Contact the wireless service provider for more information.
Cause 2
A BlackBerry Internet Service account has not been created for the BlackBerry smartphone.
Resolution 2
To resolve this issue, complete one of the following:
a. Contact the wireless service provider to determine if a BlackBerry Internet Service account already exists and to assign it to the BlackBerry smartphone.
b. Create a new BlackBerry Internet Service account.
Note: For instructions on how to integrate an email account on the BlackBerry Internet Service see KB02189.
Cause 3
The integrated email account is currently not validated.
Resolution 3
Revalidate the integrated email account. To revalidate the integrated email account, complete the following steps:
1. Log in to the BlackBerry Internet Service account.
2. Click the red-outlined envelope icon.
Note: For more information about integrated email accounts that are not validated, see KB05255.
Unable to receive, but able to send email messages:
Cause 1
An email message filter is preventing email messages from reaching the BlackBerry smartphone.
Resolution 1
Delete all email message filters that may be restricting email message flow by completing the following steps:
1. Log in to the BlackBerry Internet Service account.
2. Click Filters beside the email account to be configured.
3. Click Delete beside the filter to be removed.
Cause 2
Email messages are being sent to an email address that no longer exists or to an incorrect email address. Email messages sent to a non-existent or incorrect email address generate an error message for the sender. An error message similar to the following appears also for the BlackBerry email account:
The following message to <username>@<wireless service_provider>.blackberry.net was undeliverable. The reason for the problem: 5.1.0 - Unknown address error 554-'5.7.1 Invalid Recipient
Resolution 2
Verify that the sender is sending email messages to the correct email address. If it is a BlackBerry email address, verify that the BlackBerry email address is associated with the BlackBerry smartphone. For assistance, contact the wireless service provider.
Cause 3
The date and time settings on the BlackBerry smartphone are incorrect. An incorrect date and time setting can make it difficult to locate new email messages that arrive on the BlackBerry smartphone.
Resolution 3
Make sure the date and time settings are correct for the BlackBerry smartphone by completing the following steps:
1. From the BlackBerry smartphone Home screen, click Options.
2. Click Date/Time.
3. Make sure that the BlackBerry smartphone is set to the correct date and time.
Note: If the date or time was adjusted previously and is now correct, the issue may be that the current incoming messages are being displayed further down the message list at the appropriate time and date. New messages are in fact being displayed below messages that appear to have been received at a time or date that has not yet happened.
Cause 4
The firewall on the BlackBerry smartphone is set to block incoming email messages from the BlackBerry Internet Service.
Resolution 4
To turn off this option, complete the following steps:
From the BlackBerry smartphone home screen with BlackBerry Device Software 5.0
Click Options.
Click Security Options.
Click Firewall.
Uncheck the Message application that is enabled.
From the BlackBerry smartphone home screen on BlackBerry 6 and BlackBerry 7
Click Options.
Click Security.
Click Firewall.
Uncheck the Message application that is enabled.
Cause 5
Email messages are being sent to an email account that is not integrated with the BlackBerry Internet Service account.
Resolution 5
Integrate the email account with the BlackBerry Internet Service account. For instructions, see KB02189.
Cause 6
A BlackBerry Internet Service account is not associated with the BlackBerry smartphone.
Resolution 6
To resolve this issue, complete one of the following:
Contact the wireless service provider to determine if a BlackBerry Internet Service account already exists and to assign it to the BlackBerry smartphone.
Create a new BlackBerry Internet Service account.
Cause 7
The email messages from the integrated email account are being stored in a place other than the root folder of the inbox on the messaging server.
Resolution 7
Modify the rules in the email application to leave a copy of email messages in the inbox of the messaging server. For instructions on how to leave a copy of email messages in the inbox of the messaging server, see KB12283.
Unable to send, but able to receive email messages:
Cause 1
The service books for the BlackBerry Internet Service are not present on the BlackBerry smartphone.
Resolution 1
Send new service books to the BlackBerry smartphone. For instructions, see KB02830.
Cause 2
BlackBerry Desktop Redirector was installed at the same time as BlackBerry Desktop Manager.
Resolution 2
Remove the BlackBerry Desktop Redirector service books from the BlackBerry smartphone by completing the following steps:
1. From the Home screen of the BlackBerry smartphone, click Options.
2. Click Advanced Options.
3. Click Service Book.
4. From the list of service books, select Desktop [CMIME].
5. Display the menu, and select Delete.
6. If a Desktop [CICAL] service book is listed, complete the following steps:
a. From the list of service books, select Desktop [CICAL].
b. Display the menu, and select Delete.
7. Modify the BlackBerry Desktop Manager installation to use the BlackBerry Internet Service instead of a BlackBerry Enterprise Server or the BlackBerry Desktop Redirector. For instructions, see KB03179.
Cause 3
Email messages are being sent to an incorrect email address or to an email address that no longer exists.
Resolution 3
Verify that the recipient's email address is correct and still exists.
Cause 4
A BlackBerry Enterprise Server IT policy is blocking email messages being sent from an email account that is integrated with a BlackBerry Internet Service account.
Resolution 4
Contact the BlackBerry Enterprise Server administrator to turn off the IT policy. For more information, see KB10379.
Cause 5
The BlackBerry smartphone is attempting to send email messages using the service book of an email account that is no longer integrated with the BlackBerry Internet Service account.
Resolution 5
Delete the service book of the email account from the BlackBerry smartphone. For instructions, see KB05000.
Cause 6
The BlackBerry Internet Service account contains an invalid Auto BCC or Reply To address.
Resolution 6
To resolve this issue, complete the following steps:
1. Log in to the BlackBerry Internet Service account.
2. Click Edit beside the affected email account.
3. In the Auto BCC and Reply to fields, type a valid email address.
4. Click Save.
5. Repeat steps 2 to 4 for all other affected email accounts.
Note: When an email message is sent from the BlackBerry smartphone, a copy is sent to the email account specified in step 3.
Additional Information
For additional troubleshooting information, see the following knowledge base articles:
KB10034 - This article provides resolutions for not receiving email messages sent to a BlackBerry email account
KB02857 - This article provides resolutions for not receiving email messages sent to an integrated POP3 or IMAP email account
KB10870 - This article provides resolutions for not receiving email messages sent to an integrated Microsoft Outlook Web Access account
KB10104 - This article provides resolutions for not receiving email messages sent to an integrated Yahoo! Mail account
KB04792 - This article provides resolutions for not receiving email messages sent to an integrated Google Mail account
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BES- How to activate a BlackBerry smartphone using BlackBerry Enterprise Server Express 5.0 KB21124
KB21124 How to activate a BlackBerry smartphone using BlackBerry Enterprise Server Express 5.0
Environment
BlackBerry® Enterprise Server Express 5.0 SP1 to 5.0 SP3
BlackBerry® Device Software
Overview
BlackBerry® smartphones can be activated on a BlackBerry® Enterprise Server Express 5.0 SP1 to 5.0 SP3 with either a BlackBerry Enterprise Server or a BlackBerry® Internet Service data plan from the wireless service provider.
Note:
BlackBerry smartphones that have only a BlackBerry Internet Service data plan must use a Wired activation type, unless the Enterprise Activation application for BlackBerry® smartphones from BlackBerry® AppWorld available here is used .
BlackBerry smartphones that have a BlackBerry® Enterprise Server data plan can be activated either using a Wired or Wireless activation type.
Before attempting an activation, use the BlackBerry Expert Support Center (BESC) Enterprise Activation tool to identify which activation methods are available for the BlackBerry smartphone. For information about how to access and use the BlackBerry Expert Support Center Enterprise Activation Readiness tool, see KB21140 .
Depending on the recommendations from the BlackBerry Expert Support Center Enterprise Activation Readiness tool, the following are methods to assign and activate BlackBerry smartphones to BlackBerry smartphone user accounts:
# Method Activation Type Description
1 BlackBerry Administration Service Wired
To activate BlackBerry smartphones before distributing them to BlackBerry smartphone users by connecting the BlackBerry smartphones to a computer and logging in to the BlackBerry Administration Service.
2 Over the wireless network Wireless
New and existing BlackBerry smartphone users can activate their BlackBerry smartphones without requiring a physical connection to the organization's network.
Note: BlackBerry smartphones that have a data plan for BlackBerry Internet Service only, cannot be activated over the wireless network, unless the Enterprise Activation application for BlackBerry® smartphones from BlackBerry AppWorld here.
3 Over the local area network (LAN) Wired
New and existing BlackBerry smartphone users can activate their BlackBerry smartphones by connecting them to a computer that has the BlackBerry® Desktop Manager installed and is connected to the organization's network.
4 BlackBerry® Web Desktop Manager Wired
New and existing users can activate their BlackBerry smartphones by connecting their BlackBerry smartphones to a computer and visiting the BlackBerry Web Desktop Manager web site.
5 Over the organization's Wi-Fi® network Wireless
To activate Wi-Fi enabled BlackBerry smartphones over an organization's Wi-Fi network.
Note: BlackBerry smartphones that have a data plan for BlackBerry Internet Service only cannot be activated over the organization's Wi-Fi network.
Option 1: Activate a BlackBerry smartphone using the BlackBerry Administration Service (Wired)
Requirements: The BlackBerry smartphone must have an active BlackBerry Enterprise Server and/or BlackBerry Internet Service data plan with the wireless service provider.
Note: This method allows Administrators to activate multiple BlackBerry smartphones users.
Connect the BlackBerry smartphone to a computer that can access the BlackBerry Administration Service.
Log in to the BlackBerry Administration Service.
On the Devices menu, expand Attached devices.
Click Manage current device.
Click Assign current device.
Search for a BlackBerry smartphone user account.
In the search results, click the display name for a BlackBerry smartphone user account.
Click Associate user.
Click Assign current device.
Option 2: Activate a BlackBerry smartphone over the wireless network (Wireless)
Requirements: The BlackBerry smartphone must have an active BlackBerry Enterprise Server data plan with the wireless service provider.
To activate a BlackBerry smartphone over the wireless network, an administrator must assign an activation password to the BlackBerry smartphone user account. The BlackBerry smartphone user then activates the BlackBerry smartphone using the desired email address and the provided activation password.
To send an activation password to a BlackBerry smartphone user, complete the following steps:
In the BlackBerry Administration Service, on the BlackBerry solution management menu, expand User.
Click Manage users.
Search for a user account.
In the search results, click the display name for the BlackBerry smartphone user account.
In the Device activation list, click Specify activation password.
In the Activation password and Confirm password fields, type an activation password.
Note: The password must not contain special characters. Some BlackBerry smartphones do not support special characters and do not unlock when a BlackBerry smartphone user types a password that contains special characters.
In the Password expiration (hours) field, type the amount of time that can elapse before the activation password expires.
Click Specify activation password.
The BlackBerry smartphone user can start the wireless activation process after receiving the password by completing the following steps:
For BlackBerry Device Software 4.1 to 5.0:
On the BlackBerry smartphone, click Options > Advanced Options > Enterprise Activation.
Enter the email address associated with the BlackBerry smartphone user account in the Email field.
Enter the Activation Password provided by the administrator.
Press the Menu key and select Activate.
For BlackBerry 6 to 7:
On the BlackBerry smartphone, click Options > Device > Advanced System Settings > Enterprise Activation.
Enter the email address associated with the BlackBerry smartphone user account in the Email field.
Enter the Activation Password provided by the administrator.
Press the Menu key and select Activate.
Note: A BlackBerry smartphone cannot be activated over the wireless network or over the organization's Wi-Fi network if the BlackBerry smartphone has a data plan for BlackBerry Internet Service only, unless the Enterprise Activation application for BlackBerry® smartphones from BlackBerry® AppWorld available here is used.
Option 3: Activate a BlackBerry smartphone over the LAN (Wired)
Requirements: The BlackBerry smartphone must have BlackBerry Enterprise Server and/or BlackBerry Internet Service data plan.
BlackBerry smartphone users can activate BlackBerry smartphones by connecting them to a computer that has the BlackBerry Desktop Manager installed. The BlackBerry Desktop Manager must be configured with the BlackBerry smartphone users' work email account and a network connection to the BlackBerry Enterprise Server Express must be present. During the activation process, the BlackBerry Desktop Manager prompts users to associate the BlackBerry smartphone with their work email account and to generate encryption keys.
To activate a BlackBerry smartphone using the BlackBerry Desktop Manager, complete the following steps:
Install BlackBerry Desktop Manager on the BlackBerry smartphone user's computer.
Connect the BlackBerry smartphone.
Generate a encryption key when prompted to start the activation process.
Option 4: Activate a BlackBerry smartphone using the BlackBerry Web Desktop Manager (Wired)
Requirements: The BlackBerry smartphone must have an active BlackBerry Enterprise Server and/or BlackBerry Internet Service data plan with the wireless service provider.
BlackBerry smartphone users can activate BlackBerry smartphones by connecting them to a computer using a USB cable or Bluetooth® connection and logging in to the BlackBerry Web Desktop Manager. During the activation process, the BlackBerry Web Desktop Manager prompts BlackBerry smartphone users to associate the BlackBerry smartphone with their email accounts and to generate encryption keys. Once the activation process has started, the BlackBerry Enterprise Server Express begins to reconcile email messages and synchronize organizer data through the wired connection. If the wired connection is interrupted, the activation will continue over the wireless or Wi-Fi network.
To activate a BlackBerry smartphone using the BlackBerry Web Desktop Manager, complete the following steps:
Log in to the BlackBerry Web Desktop Manager.
Connect the BlackBerry smartphone.
Generate an encryption key when prompted to start the activation process.
Option 5: Activate a BlackBerry smartphone over an enterprise Wi-Fi network (Wireless)
Requirements: The BlackBerry smartphone must have an active BlackBerry Enterprise Server data plan with the wireless service provider.
BlackBerry smartphone users can activate Wi-Fi enabled BlackBerry smartphones over an enterprise Wi-Fi network in environments that have the following characteristics:
BlackBerry smartphones can connect to their organization's Wi-Fi network but cannot connect to the wireless network.
BlackBerry smartphone users did not install the BlackBerry Desktop Manager on their computers.
To activate BlackBerry smartphones over an enterprise Wi-Fi network, configure the BlackBerry Router as a Simple Mail Transfer Protocol (SMTP) client. For information on how to configure the BlackBerry Router, see the BlackBerry Enterprise Server Express 5.0 SP1 Administration Guide.
Note: BlackBerry smartphones that have a data plan for BlackBerry Internet Service only cannot be activated over an organization's Wi-Fi network, unless the Enterprise Activation application for BlackBerry® smartphones from BlackBerry® AppWorld available here is used.
Additional Information
For information about activating BlackBerry smartphones, see the BlackBerry Enterprise Server Express 5.0 SP1 Administration Guide. For information on activating BlackBerry smartphones that only have a BlackBerry Internet Service data plan please see the Activating Devices That are Associated With the BlackBerry Internet Service Over the Wireless Network - Technical Note.
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- Identifying and troubleshooting issues with the Enterprise Activation process KB13852
KB13852 Identifying and troubleshooting issues with the Enterprise Activation process
Email Problem - How to Troubleshoot Enterprise Activation for BBOS
**Please use this as a guide to troubleshooting Enterprise activation calls for customers who own a BBOS device. Preliminary Enterprise activation troubleshooting should be covered by BPTS reps to rule out the simple errors that cause activation to fail**
Step 1: Provisioning
Ø The device must be provisioned for Enterprise, Enterprise Plus or any corporate enterprise data plan provided by the carrier. If you are unsure if the provisioning will allow for wireless enterprise activation, please use BASC or contact the carrier to confirm.
Ø If provisioning shows, “Request Activation – New”, a hard reset and registering on the Host Routing Table may be required. (KB02141 & KB00510)
Step 2: Data Network
Ø Is the customer able to use the data network on their device?
· Check for EDGE, 1XEV (3G, 4G, H+ All with BB Dots)
· Signal Strength in a good range?
· Can the customer send and receive pin messages?
· Run a diagnostics test.
Step 3: Password
Ø Is the customer typing the correct password? The password does expire if not used within 48 hours and may run out of attempts. The activation password is set by the IT admin and is different from the customers email password. If the IT admin is readily available, have him reset the activation password to something simple, such as lower case letter “m”.
Step 3: ETP. DAT Email
Ø Is the customer able to receive the ETP. DAT email to their corporate inbox?
· If the customer has any old ETP email messages in their inbox, have them delete all previous ones and attempt the activation once again.
· If the inbox does not have any ETP emails in it, have the customer activate once again while watching their inbox to see if one will pop-up quickly before being removed by the server.
§ If the customer is able to receive the ETP message but it is not picked up by the server and remains in the inbox, have the customer check that the attachment has not been modified and is still attached to the email. Have the customer open the attachment by saving it to the desktop and using a program such as Notepad or WordPad to view it. Check for the correct pin number located in the attachment as well as confirm the correct corporate email address is located within. (See example of open ETP.DAT attachment below)
§ If the customer is unable to receive the ETP email to their inbox, make sure there are no forwarding rules set up to move the email to a PST or other folder. Also check the Junk Mail folder to ensure is hasn’t been routed there.
· Have the customer activate to a personal email address such as Yahoo or Gmail. If the customer is able to receive the ETP email to their personal email account, the ETP message is being blocked by the companies firewall or spam filter. Provide the customer with KB14812 to provide to their IT admin to white list the necessary ETP message.
· If the customer is unable to receive the ETP.DAT email to their personal email account, ensure step 1 and 2 were followed correctly and successful.
Step 4: User Profile/Device
· Have the IT admin remove the users profile using BlackBerry Administration Service/BlackBerry Manager. Once the profile has been removed, perform a security wipe on the device. **(Back up the device first using desktop software, if the customer has any important information on it)**
· Have the IT admin re-add the user using BlackBerry Administration Service/BlackBerry Manager with a simple activation password. (Lower case letter)
· Have the customer activate once again with the new activation password and correct corporate email address.
***Please note that if the customers device was previously BES activated it may have a preexisting IT policy already on it and this will often stop a new activation. In this event you will need to perform an IT policy removal (KB14202)***
Step 5: Contact Support
· Have support validate all steps completed and provide further instructions whether to escalate to SGS or TP BES team.
· Gather all important BES environmental details such as:
§ SRP (KB05508/KB04744)
§ BES Version
§ Mail Platform
§ # of affected users
§ Ensure the IT admin is on the line and has full access to the BES
KB Resource for additional troubleshooting:
KB13852—Identifying and troubleshooting issues with the Enterprise Activation process
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- How to locate the SRP ID on the BlackBerry smartphone KB05508
KB05508 How to locate the SRP ID on the BlackBerry smartphone
Environment
BlackBerry smartphones
BlackBerry Device Software 4 to 5
BlackBerry 6 to 7
Overview
To find the Service Routing Protocol Identifier (SRP ID), complete the following steps:
For BlackBerry Device Software 4.0:
On the BlackBerry smartphone Home screen, click Options.
Click Service Book or Service Book Options
Select a Desktop service book, display the menu and select View. The Service Unique Identifier (UID) field displays the SRP ID of the BlackBerry Enterprise Server to which the BlackBerry service is assigned.
For BlackBerry Device Software 4.1 to 5.0:
On the BlackBerry smartphone Home screen, click Options.
Click Advanced Options > Service Book.
Select a Desktop service book, display the menu and select View. The Service Unique Identifier (UID) field displays the SRP ID of the BlackBerry Enterprise Server to which the BlackBerry service is assigned.
For BlackBerry 6 and 7 there are 2 methods to view SRP ID information:
Method 1:
On the BlackBerry smartphone Home screen, click Options
Click Security
Click Security Status Information and look under Services
Method 2:
On the BlackBerry smartphone Home screen, click Options
Click Device
Click Advanced System Settings
Click Service Book
Select a Desktop Service book and view the UID
Additional Information
To identify other locations where the SRP ID and SRP Authentication Key are stored, see KB02632 (Microsoft Exchange Server only).
To locate and change the SRP ID and SRP Authentication Key using BlackBerry Manager or the BlackBerry Enterprise Server Management console, see KB04744.
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- How to locate the SRP ID and SRP Authentication Key KB02632
KB02632 How to locate the SRP ID and SRP Authentication Key
Environment
BlackBerry Enterprise Server 3.6 to 5.0 for Microsoft Exchange
BlackBerry Enterprise Server Express 5.0
BlackBerry Professional Software
BlackBerry Device Service 6.1 to 6.2
Microsoft SQL Server 2000 to 2008
Microsoft SQL Server Express 2005 to 2008
Microsoft Data Engine (MSDE)
Overview
The Server Routing Protocol Identifier (SRP ID) and SRP Authentication Key can be found in the following locations:
In the BlackBerry Configuration Database
In the cached property file
In the BlackBerry Manager or the BlackBerry Enterprise Server Management console
On the BlackBerry smartphone
This article explains how to locate the SRP ID and SRP Authentication Key in the BlackBerry Configuration Database and the Cached Property file.
To locate and change the SRP ID and SRP Authentication Key using BlackBerry Manager or the BlackBerry Administration Service, see KB04744.
To locate the SRP ID on the BlackBerry smartphone, see KB05508.
In the BlackBerry Configuration Database
Use the appropriate method for the version of BlackBerry Enterprise Server and platform that is running.
BlackBerry Enterprise Server 4.0, 4.1 and 5.0 for all platforms as well as the BlackBerry Device Service 6.1 to 6.2
In the Microsoft SQL Server Management Studio (MS SQL Server 2005 and 2008)
Highlight the BlackBerry Configuration Database.
Click New Query.
Type: SELECT ServiceName, SRPId, SRPKey FROM ServerConfig
Press F5 or click the Execute button to run the query. The SRP Identifier and SRP Authentication Key appear.
In the Microsoft SQL Server Enterprise Manager (MS SQL Server 2000)
Highlight the BlackBerry Configuration Database.
Open SQL Query Analyzer.
Type: SELECT ServiceName, SRPId, SRPKey FROM ServerConfig
Press F5 to run the query. The SRP Identifier and SRP Authentication Key appear.
In the command prompt using OSQL (MSDE, MS SQL Server 2000, 2005 and 2008)
From a command prompt, type one of the following commands:
For SQL Authentication, type:
osql -U <user_name> -P <password> -S <SQL_Server_name>\<instance_name>
where <user_name> is the SQL login name, <password> is the account password, <SQL_Server_name> is the hostname of the SQL Server and <instance_name> is the named instanceFor Microsoft Windows Authentication, type:
osql -E -S <SQL_Server_name>
where <SQL_Server_name> is the hostname of the SQL Server and <instance_name> is the named instance
Note: If the database is running on a named instance use the following to specify the instance name:
osql -E -S <SQL_Server_name>\<instance_name>
The 1> prompt will appear if the connection was successful.
Type the following commands to use the BlackBerry Configuration Database:
1> use <database_name>
2> go
where <database_name> is the name of the BlackBerry Configuration Database. For example, 1> use BESMgmt
Type the following commands:
1> SELECT ServiceName, SRPId, SRPKey FROM ServerConfig
2> go
The BlackBerry Enterprise Server name, SRP Identifier and SRP Authentication Key appear.
To exit OSQL, type the following command:
1> quit
Close the command prompt.
BlackBerry Enterprise Server 3.6 for Microsoft Exchange
In the Microsoft SQL Server Enterprise Manager (MS SQL Server 2000)
Highlight the BlackBerry Configuration Database.
Open SQL Query Analyzer.
Type: SELECT BESAgentName, SRPID, SRPKey FROM BESAgent
Press F5 to run the query. The SRP Identifier and SRP Authentication Key are displayed.
In the command prompt using OSQL (MSDE and MS SQL Server 2000)
From a command prompt, type one of the following commands:
For SQL Authentication, type:
osql -U <user_name> -P <password> -S <SQL_Server_name>\<instance_name>
where <user_name> is the SQL login name, <password> is the account password, <SQL_Server_name> is the hostname of the SQL Server and <instance_name> is the named instance
For Microsoft Windows Authentication, type:
osql -E -S <SQL_Server_name>
where <SQL_Server_name> is the hostname of the SQL Server and <instance_name> is the named instance
Note: If the database is running on a named instance use the following to specify the instance name:
osql -E -S <SQL_Server_name>\< instance_name>
The 1> prompt will appear if the connection was successful.
Type the following commands to use the BlackBerry Configuration Database:
1> use <database_name>
2> go
where <database_name> is the name of the BlackBerry Configuration Database. For example, 1> use BESMgmt
Type the following commands:
1> SELECT BESAgentName, SRPid, SRPKey FROM BESAgent
2> go
The BlackBerry Enterprise Server name, SRP Identifier and SRP Authentication Key appear.
To exit OSQL, type the following command:
1> quit
Close the command prompt.
In the Cached Property File
Note: The cached.property file only exists if the BlackBerry Mobile Data System (BlackBerry MDS) has been started.
On the BlackBerry Enterprise Server:
Go to C:\Program Files\Research In Motion\BlackBerry Enterprise Server\MDS\Servers\<server_name>\config
Use Microsoft Notepad to open the<BlackBerry_Enterprise_Server_name>.< version_number>.cached.property file.
Search the text file for the SRP.UID and SRP.AuthenticationString. These entries are the SRP Identifier and SRP Authentication Key.
Additional Information
If there are multiple BlackBerry Enterprise Servers in the environment the following command can also be run from SQL Management Studio, SQL Server Enterprise Manager or OSQL to get the list of BlackBerry Enterprise Server names along with the corresponding SRP IDs and Authentication Keys:
SELECT ServiceName,MachineName,SRPid,SRPKey FROM ServerConfig
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- Assisting Customers with Adding or Removing Named Callers Through the BESC KB24012
KB24012
Note: For BTS enterprise, if a customer requires more assistance with the BESC, or TSupport named callers, outside the scope of this process, please warm transfer to BTS consumer for assistance.
To add or remove a named caller on a BTSS contract via the BESC, guide the customer through the following steps:
Ask the customer to login to the BESC at www.blackberry.com/besc/dashboard.
Click on the Subscription tab, then under the Subscription section, click on Support Staff Management.
To add a new user click on the Add new user button or to remove a user click on the Remove button next to the user who needs to be removed.
Enter the new user's information and then click Add New User.
Note: The person who has been added will receive an email notifying them that they have been added as a named caller. This email will also include steps on how to login to the BESC for the first time.
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- EZ Pass Support Subscription Details & Follow-up Requests KB35848
KB35848
For complete promotion requirements please direct a customer to www.blackberry.com/ezpass or http://blogs.blackberry.com/2014/03/ez-pass/
As part of this program a successful customer will be provided with
Client Access licenses claims
A TSupport subscription code
Newest BES 10 software
The TSupport contract type is called 'EZ Pass Advantage Support for BES 10 - Promo'. You can confirm this type by looking up the TSupport contract number in Remedy.
Date Changes for CAL/ BES Versions provided
Mar 31st - May 6th - Successful EZ Pass customers were provided with BES software v10.2 along with Silver Perpetual CALs compatible with BES 10.1 and later. Customer's must upgrade their BES to 10.1 or later to use these CALs
May 7th - To Date - Successful EZ Pass customer were provided with BES software v10.2.2 along with Silver Perpetual v10.2.2 CALs. Customer's must upgrade their BES to 10.2.2 in order to use these CALs.
Given the new upgrade requirements to 10.2.2, customers may escalate because they are not in a position to upgrade. Consideration will be given around issuing Perpetual v10.1 CALs in order to address the issue.
They may escalate their concerns to the DL provided in the Welcome Email (blackberryenterpriseordersupport@blackberry.com). This will automatically create a customer a RET INC ticket for the customer to follow-up on.
They may reach out to other customer facing organizations within BlackBerry (BBCare, Sales, etc.). If the customer contacts BBCare, and you need to follow-up on the EZ Pass fulfilment request follow these steps. These steps require an existing case
Assign the case to ‘SDP – Sutherland > BlackBerry Customer Technical Support > SGS CAL Tradeup’
Ensure any order details and contact information to complete the order are included in the notes
Advise the customer that you have assigned the ticket to the group responsible for the fulfillment and they will follow-up via email once they have reviewed the request (24-48 hour turn around)
Include details as to why the customer needs 10.1 CALs if that is part of the request.
Follow-up on EZ Pass fullfilment
Once the customer's order has been successfully complete they will get a email 'Welcome to EZ Pass'. This email details the following:
We have process your request and will be providing you with BES10 Silver CALs
You will receive complimentary 'Advantage Level' TSupport if you do not already have it
Next Steps for BlackBerry
We'll be sending another confirmation email with the licenses claims
Steps on how to claim those licenses in BBAC
If the customer needs to follow-up on the order they are provided an email address within the welcome email (below) to contact (BlackBerryEnterpriseOrderSupport@blackberry.com).
Please direct customers to that email should they need to follow-up. Have them provide their order number as indicated in the welcome package.
What if a customer didn't recieve a response after the completed the online EZ Pass request form to join the program.
First check with the customer how much time has passed. Advise the customer that it could take up to 2 business days to process their request.
Each customer that sucessfully completes a form and it is entered into our system gets a response. In the case that they didn't provide enough detail they will get an email indicating so. Examples include:
Invalid contact information
Duplicate Request
Inactive SRP ID
If the customer feels they have completed all of this information you can provided the above email address for them to inquire on their order
What if a customer submitted a request, but no longer wants it to be fulfilled
The customer can email the address above (BlackBerryEnterpriseOrderSupport@blackberry.com).. They will work with the fulfillment team to make the appropriate changes
If the customer has already be added to the program then you can advise the customer they wil have an opportunity to modify or cancel the TSupport Program beginning 30 days prior to Jan 31st, 2015 and any future renewal date.
How do I confirm what version of CALs the customer received.
You can use BASC tools to confirm the CAL and what version was provided.
The customers purchase details will also show what license type was proviced.
Once the customer has a T-Code they will be enabled for voice and email support.
Voice Support:
Note that customers will get a voice prompt in our IVR advising them that they only get support for BES 10.2.X
If you receive a customer call that is using this TSupport code type ('EZ Pass Advantage Support for BES 10 - Promo) document which version of BES they are calling on.
If they are not using BES 10.2.X (i.e BES 5, BES 10, BES 10.1), use the following speaking points:
Advised the customer as part of the EZ Pass complimentary TSupport Subscription they are only entitled for support on BES 10.2
To get support on other products (BES 5, BES 10, BES 10.1) there are a few options:
Purchase an Advantage TSupport Subscription contract (www.blackberry.com/tsupport)
Purchase Incident Based Support (KB30013 has details to on how to transfer BES Incident based suport)
Use self service (www.blackberry.com/support)
If the customer continue to push for support please follow-up with your leader.
Email Support:
Customers can submit a case through BESC for electronic support. If you receive an case using this TSupport code type TSupport code type ('EZ Pass Advantage Support for BES 10 - Promo) and it is not clear they are wanting support on BES10.2.X ask the customer.
If they are not using BES 10.2.X (i.e BES 5, BES 10, BES 10.1), reply with the following script:
"Hello [Customer Name]
We have identified that you are looking for support on a BES that is no verion 10.2 or later.
Please be advised as part of the EZ Pass Advantage Support Subscription you are only entitled to receive complimentary support for BES 10.2 or later.
If you are looking for support on your current BES, please see these additional offers:
Purchase an Advantage TSupport Subscription contract (www.blackberry.com/tsupport)
Purchase Incident Based Support (www.blackberry.com/tsupport - Scroll to the bottom of the page and click learn more)
Reference our self serve tools available at (www.blackberry.com/support)
If there was a mistake in confirming your BES version please follow-up by responding direct to this email making sure to include the INC# in the subject line.
Thanks,
BlackBerrry Customer Support"
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- BES Named Callers & T-support Contracts
KB30240
For every BES customer that calls in, we need to verify if they have a support contract with us, and what type of services they qualify for.
If your customer on the phone knows their T-Support code, we can enter it directly into RET and confirm if they are a Named Caller.
In RET, type the T-support code into the Subscription Code Field and click enter:
If the customer does not know their T-Support code, we can gather the SRP to find the subscription code:
1. We can ask the customer if they know their own SRP.
2. We can direct the customer to their service books on a BlackBerry which is Active on the BES to find the SRP:
On a device using 4.5-5.0 Software:
Options> Advance Options> Service Book
On a device using 6.0- 7.0:
Options> Device> Advance System Settings> Service Book
Under Service Books, the customer will need to click on their Desktop [CMIME] service book and the UID is their SRP.
Once we gather the SRP, we will put it in the Serial Number field in RET and click Enter.
This will give us the Subscription Code (T-Support) contract number, IF they have a contract with us.
Enter the Subscription Code into the Subscription Code Field in RET:
When the pop-up opens, this page will confirm a lot of information for us to use:
1. The contract Type- Confirm that the contract type qualifies the customer for phone technical support.
2. The Start Date and End Date- Will confirm that the customer is entitled to receive support from us. Make sure that the End Date has not passed.
3. Named Callers- Confirm that the customer on the phone is one of the names listed here. They must be able to GIVE YOU their First Name, Last Name and Email Address. Once they have provided this information you may go ahead and put them as the primary contact in the ticket by selecting Select As Primary Contact.
If the customer is not one of the listed names on the ticket they have 2 options:
1. Advise the customer that they need to get a named caller to call back in with their information. DO NOT provide them with ANY information of the named callers!
2. Advise the customer that a named caller can come on the line and confirm their information. Once they’ve confirmed the information, the original caller may continue for them.
3. If the customer on the line is unable to do either process, consult a Sr. Con or Team Manager for more details.
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- What is the Wireless Enterprise Activation process KB13850
KB13850 What is the Wireless Enterprise Activation process
Environment
BlackBerry Device Software 4.0 to 4.7
BlackBerry 6 and 7
BlackBerry Enterprise Server 4.0 to 5.0
Overview
The Wireless Enterprise Activation process allows the administrator to activate a BlackBerry smartphone for a BlackBerry Enterprise Server. The administrator can use the wireless enterprise activation process to manage encryption and service records.
Prerequisites for the wireless enterprise activation process
Before starting the wireless enterprise activation process, verify the following:
The wireless service provider has activated a service for the BlackBerry smartphone with the BlackBerry Enterprise Server service class
The BlackBerry smartphone user account has been added to the BlackBerry Enterprise Server
The BlackBerry Enterprise Server has been correctly configured to access the BlackBerry smartphone user's mailbox.
For information on the BlackBerry Enterprise Server administration account permissions, see KB02276.
An activation password has been set for the BlackBerry smartphone user account
Note: For instructions about how to set up a wireless enterprise activation process, please refer to the BlackBerry Enterprise Server Administration Guides found here
After the prerequisites are met, the BlackBerry Enterprise Server monitors the mailbox for new messages, including the ETP.DAT activation message that is sent from the BlackBerry smartphone.
The following scenario outlines the wireless enterprise activation process:
A BlackBerry smartphone user receives a new BlackBerry smartphone and contacts the administrator to activate the BlackBerry smartphone.
The administrator sets the wireless enterprise activation password on the BlackBerry smartphone user's account and communicates it to the BlackBerry smartphone user.
Note: Before the BlackBerry smartphone user activates the BlackBerry smartphone, BlackBerry Manager displays the status of Initializing.
The Wireless Enterprise Activation Process
This section provides an overview of the four phases of the wireless enterprise activation process.
Phase 1 - Activation
On the BlackBerry smartphone in the Enterprise Activation screen, the BlackBerry smartphone user types the email address and activation password.
The BlackBerry smartphone generates a data packet that is sent to the BlackBerry Infrastructure, which then creates an email message with the ETP.DAT attachment and sends it to the BlackBerry smartphone user's mailbox.
Note: The ETP.DAT message contains routing information and the BlackBerry smartphone's activation public keys. The ETP.DAT message is routed through the BlackBerry Infrastructure to the BlackBerry smartphone user's mailbox as a standard message with an attachment. For information about ETP.DAT messages, see the Role of the ETP.DAT message in the wireless Enterprise Activation process section below. When the ETP.DAT message is sent, the BlackBerry smartphone displays the status of Activating.
Phase 2 - Encryption verification
When the ETP.DAT message arrives at the messaging server, the BlackBerry Messaging Agent checks the content.
The BlackBerry Enterprise Server processes the data that is attached to the message. It verifies that the encrypted password matches the one set for the BlackBerry smartphone user. If it matches, the BlackBerry Messaging Agent generates a new permanent encryption key using either Triple Data Encryption Standard (Triple DES) or Advanced Encryption Standard (AES), and sends it to the BlackBerry smartphone.
Note: The BlackBerry smartphone displays the status of Verifying Encryption.
Phase 3 - Receiving services
The BlackBerry Enterprise Server and the BlackBerry smartphone establish a master encryption key. The BlackBerry smartphone and the BlackBerry Enterprise Server both verify receipt of the master key.
The BlackBerry smartphone implements the new encryption key and displays the following message:
Note: The BlackBerry smartphone account status displays the status of Encryption Verified. Waiting for Services.
The BlackBerry Messaging Agent forwards a request to the BlackBerry Policy Service to generate service books.
The BlackBerry Policy Service receives and queues the request and sends out an IT policy update to the BlackBerry smartphone.
The BlackBerry smartphone registers that the IT policy has been applied successfully.
The BlackBerry Policy Service generates and sends the service books to the BlackBerry smartphone, which is now able to send messages.
Note : The BlackBerry smartphone displays a status of Services Received.
The BlackBerry smartphone then displays the following message: Your email address, mailto:user@domain.tld is now enabled. Synchronization service Desktop [<SRP_Identifier>]
Phase 4 - Slow synchronization
Once the [CMIME] service book arrives on the BlackBerry smartphone, the BlackBerry smartphone is able to reconcile messages with the BlackBerry smartphone user's email account. The BlackBerry smartphone user can configure reconciliation as required. All service books should arrive at the same time, but only the [CMIME] service book is required for email message reconciliation.
The BlackBerry smartphone registers the receipt of the service books to the BlackBerry Enterprise Server and the activation process is completed.
Note: The BlackBerry smartphone displays the status of Activation Complete.
The calendar data is synchronized using the [CICAL] service book before other organizer data is synchronized.
The Desktop [SYNC] service book is sent to the BlackBerry smartphone. The Desktop [SYNC] service book allows for organizer data synchronization, wireless backup and restore capability, and synchronization of email settings and filters.
Note: The BlackBerry Messaging Agent manages wireless synchronization of calendar data, and the BlackBerry Synchronization Service manages wireless synchronization of other organizer data. The BlackBerry Enterprise Server sends the appropriate service books and IT policies to the BlackBerry smartphone. The BlackBerry smartphone user is now able to send and receive email messages on the BlackBerry smartphone.
If the BlackBerry smartphone is configured for wireless organizer data synchronization and wireless backup, the BlackBerry Enterprise Server sends the following data to the BlackBerry smartphone:
Calendar entries
Address book entries
Tasks
Memos
Messages
Existing BlackBerry smartphone options that were backed up through automatic wireless backup
Note: When the wireless enterprise activation process is complete, the BlackBerry smartphone displays a status of Activation Complete.
Role of the ETP.DAT message in the wireless enterprise activation process
During the wireless enterprise activation process, the BlackBerry smartphone sends an ETP.DAT message, which contains activation information, to an activation email address stored on the BlackBerry smartphone.
After the BlackBerry smartphone user selects the Activate option on the Enterprise Activation screen on the BlackBerry smartphone, the following occurs:
The ETP.DAT message is sent to the BlackBerry Infrastructure, which forwards it to the email address that was specified in the Enterprise Activation section.
The BlackBerry Enterprise Server, which monitors the BlackBerry smartphone user's mailbox, picks up the ETP.DAT message. The wireless enterprise activation process begins.
The BlackBerry Enterprise Server sends the acknowledgment and encryption information to the BlackBerry smartphone.
The IT policy is sent to the BlackBerry smartphone.
When the BlackBerry Enterprise Server verifies that the IT policy has been applied successfully, it sends the required service books to the BlackBerry smartphone.
When the BlackBerry Enterprise Server sends all the required information to the BlackBerry smartphone. The following message appears on the BlackBerry smartphone.
Your email address mailto:user@domain.tld is now enabled
The slow synchronization process begins.
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BlackBerry Protect- How to use BlackBerry Protect to back up data on a BlackBerry smartphone KB25062
KB25062 How to use BlackBerry Protect to back up data on a BlackBerry smartphone
Environment
BlackBerry Protect
BlackBerry 6 and 7
BlackBerry Device Software 4.6 to 5.0
Overview
BlackBerry Protect can be used to automatically back up BlackBerry smartphone data daily, weekly, or monthly. When automatic backups are enabled, BlackBerry Protect will back up BlackBerry smartphone data at the specified frequency. This will occur when the BlackBerry smartphone is connected to either a wireless or Wi-Fi network (depending on the settings selected), and not in use. If the Blackberry smartphone is turned off or not connected to the wireless network when a backup is due, BlackBerry Protect will back up BlackBerry smartphone data the next time the BlackBerry smartphone is turned on and connected.
While BlackBerry Protect is backing up BlackBerry smartphone data, the BlackBerry smartphone can be used as normal. BlackBerry Protect pauses the backup process when the BlackBerry smartphone is in use, and automatically finishes backing up BlackBerry smartphone data when the BlackBerry smartphone is idle.
To complete a backup from the BlackBerry Protect app on the smartphone:
From the home screen, open BlackBerry Protect.
On the main screen of the BlackBerry Protect app, click Back Up Now.
To complete a backup from the BlackBerry Protect website:
Visit www.blackberry.com/protect.
Click Sign in to the BlackBerry Protect website.
Enter the BlackBerry ID Username and Password and click Sign In.
At the top of the web page, click My Data.
Ensure the correct BlackBerry smartphone to be backed up is selected from the drop-down list on the left, then click Back Up Now.
To change automatic backup options for BlackBerry Protect:
From the home screen, open BlackBerry Protect.
Press the Menu key and select Options.
In the Backup Options section, change the backup options as desired:
Note: Additional data charges might apply if this feature is used. For information, contact the service provider.
Automatic backup - Set whether BlackBerry Protect backs up data on a regular schedule. If this option is selected, BlackBerry Protect will back up the data in the background, only when the smartphone is not being used. If a scheduled backup cannot be completed (for example, if the smartphone is not connected to the wireless network at the scheduled backup time), BlackBerry Protect will try again repeatedly, until the backup succeeds. If this option is not selected, the data can still be backed up manually.
Backup frequency - Set how often BlackBerry Protect will automatically back up data.
Only back up over Wi-Fi - Set whether BlackBerry Protect will back up data only when the smartphone is connected to Wi-Fi. Use this option to reduce data usage on the wireless service plan, but BlackBerry Protect might not be able to back up data as frequently. If this option is selected and a Wi-Fi network is not available when a scheduled backup time arrives, BlackBerry Protect will back up data next time the smartphone connects to a Wi-Fi network. If this option is not selected, BlackBerry Protect will still back up data over a Wi-Fi network when one is available, but if a Wi-Fi network is not available, BlackBerry Protect will back up data over the wireless network.
Allow backup when roaming - Set whether BlackBerry Protect will back up data automatically when the smartphone is outside the service provider's coverage area. This option can be turned off to reduce roaming charges from the service provider. If this option is turned off and the smartphone is roaming outside of the home network when a scheduled backup time arrives, BlackBerry Protect will either back up data the next time that the smartphone is within the service provider's coverage area, or the next time that the smartphone is connected to a Wi-Fi network.
Press the Menu key and select Save.
To change the types of data that BlackBerry Protect backs up:
From the home screen, open BlackBerry Protect.
Press the Menu key and select Options.
In the BlackBerry Data to Back Up section, select the check boxes for the types of data to be backed up:
Contacts - Back up all contacts. BlackBerry Protect does not back up contacts that are synchronized with an email account such as Gmail or Yahoo! Mail. Also, BlackBerry Protect does not back up BlackBerry Messenger contacts. See KB20554 for steps to backup BlackBerry Messenger contact data.
Calendars - Back up all calendar events.
Memos - Back up all notes from the MemoPad application.
Tasks - Back up all tasks.
Browser Bookmarks - Back up all browser bookmarks.
Text messages - Back up all text messages.
Note: BlackBerry Protect does not back up text messages that have attachments.
Password Keeper - Back up the encrypted Password Keeper application database.
Wi-Fi Profiles - Backup all Wi-Fi profiles.
Press the Menu key and select Save.
To temporarily turn off backups:
From the home screen, open BlackBerry Protect.
Press the Menu key and select Options.
Clear the Automatically Back Up check box.
Press the Menu key and select Save.
To turn backups on again, complete the steps above and select the Automatically Back Up check box.
Additional Information
For more information on BlackBerry Protect, visit www.blackberry.com/protect.
BlackBerry Protect can manage up to five BlackBerry smartphones and each device can retain four backup files individually (the latest backup, a recent backup, an old backup, and an older backup).
Restoring data using BlackBerry Protect merges the backup information with the information already present on the smartphone. See KB25063 for information on how to restore data to the BlackBerry smartphone using BlackBerry Protect.
| x |
- How to use BlackBerry Protect to restore data to a BlackBerry smartphone KB25063
KB25063 How to use BlackBerry Protect to restore data to a BlackBerry smartphone
Environment
BlackBerry Device Software 5.0
BlackBerry Protect application
BlackBerry 6
BlackBerry 7
Overview
Data restored from a backup file is merged with any existing data on the BlackBerry smartphone. For example, if restoring new contacts to a database with existing contacts, all contacts will be merged. If the same contact exists on the BlackBerry smartphone and in the backup, the contact in the backup will replace the contact on the BlackBerry smartphone.
In the BlackBerry Protect application on the BlackBerry smartphone, click Restore From Backup.
If necessary, select the applicable smartphone to restore data from.
Select the date of the backup to restore data from.
Select the check boxes for the types of data to restore (E.g. Address Book). Click Next.
Type the password for the BlackBerry ID account.
Click Start Restore.
Additional Information
When the BlackBerry Protect app has been reinstalled, or if a security wipe has been performed on the device, the following steps will need to be performed:
Open the BlackBerry Protect application.
Select the check boxes for the types of data to restore (E.g. Address Book).
Choose the Backup Frequency.
Select to enable or disable Location Reporting.
Connect BlackBerry ID with BlackBerry Protect by selecting Connect (A prompt to sign into the BlackBerry ID account may appear).
Select Restore From Backup or Start Protect (Please note that Start Protect has the ability to remove previous backup files).
Review and accept the terms for the BlackBerry Protect Service License Agreement.
Select a backup file to restore from.
For more information on BlackBerry Protect, please see http://us.blackberry.com/apps-software/protect/
BlackBerry Messenger contact data is not backed up, and therefore is not restored through the BlackBerry Protect app. Please see KB21251 for information on backing up the BlackBerry Messenger contact list.
Please see KB25062 for guidance on using the BlackBerry Protect app to back up data.
| x |
- How to use BlackBerry Protect to determine the location of a BlackBerry smartphone KB25064
KB25064 How to use BlackBerry Protect to determine the location of a BlackBerry smartphone
Environment
BlackBerry Protect
BlackBerry 6 to 7
BlackBerry Device Software 4.6 to 5.0
Overview
When location tracking is enabled within the BlackBerry Protect application on the BlackBerry smartphone, the BlackBerry Protect website can be used to view the approximate location of the smartphone on a map. This feature can help find the smartphone if it is lost or misplaced.
The BlackBerry smartphone sends its location only when it is requested through the BlackBerry Protect website or if the battery power level is low. The smartphone does not report its location on a regular basis, however, in order to stop the smartphone from sending its location, location tracking can be disabled from the BlackBerry Protect application on the smartphone. Remember, if location tracking is disabled, it is not possible to view location if the BlackBerry smartphone is lost or stolen.
If location tracking is enabled and the BlackBerry smartphone user shares the BlackBerry Protect account credentials (BlackBerry ID) with others, they too can view the location of the BlackBerry smartphone at any time through the BlackBerry Protect website.
Note: If the smartphone does not have a built-in GPS receiver, there is a need to use a separate Bluetooth GPS to get the location of the BlackBerry smartphone.
To turn on location tracking:
In the BlackBerry Protect application on smartphone, press the Menu key > Options.
For Location Reporting, select the check box.
Press the Menu key and select Save.
To turn off location tracking:
In the BlackBerry Protect application on smartphone, press the Menu key and select Options.
For Location Reporting, de-select the check box.
Press the Menu key and select Save.
| x |
- Unable to access BlackBerry Protect backup files KB29065
KB29065 Unable to access BlackBerry Protect backup files
Environment
BlackBerry® smartphones
BlackBerry® Protect for BlackBerry smartphones
DT 972275
Overview
When using BlackBerry® Protect for BlackBerry smartphones, the backup completes but the backup is not listed from the BlackBerry Protect website or the BlackBerry Protect application.
Resolution
Upgrade to the latest version of BlackBerry Protect
| x |
- BlackBerry Protect for BlackBerry smartphones does not display any backup files to restore KB31489
KB31489 BlackBerry Protect for BlackBerry smartphones does not display any backup files to restore
Environment
BlackBerry® smartphones
BlackBerry® Protect™ app
Overview
After reinstalling the BlackBerry® Protect™ app, or after a security wipe or reset to factory were performed on a BlackBerry smartphone, BlackBerry Protect app does not display any backup files that can be restored to the BlackBerry smartphone. The BlackBerry Protect web portal also does not display any backup files that can be restored via a USB cable.
Cause
When logging back into the BlackBerry Protect app for the first time, the option to Add Device was selected instead of Switch Device.
Resolution
Selecting the option to Add Device will reset the BlackBerry Protect account and clear all previously backed up files. This is by design. To avoid this scenario in future instances, please select Switch Device in order to maintain previously backed up files.
Additional Information
For more information about BlackBerry Protect for BlackBerry smartphones, please see the BlackBerry Protect for BlackBerry smartphones user guide or the BlackBerry Protect web portal.
| x |
BlackBerry Balance- BlackBerry Balance KB35505
KB35505 BlackBerry Balance
Environment
BlackBerry 10 OS
Overview
The following information is intended for retail support representatives who are assisting customers with troubleshooting.
Recognize how BlackBerry Balance changes functionality on BlackBerry smartphone
BlackBerry Balance technology is designed to separate work and personal information in a secure manner on BlackBerry smartphones. You must be aware of BlackBerry Balance, because it changes the BlackBerry smartphone experience for corporate customers:
Customers that have BlackBerry Balance enabled on their BlackBerry smartphone may experience confusion when toggling between work and personal views. They may also experience limitations when it comes to sharing data between work space and personal space on their BlackBerry smartphone.
For example, the customer can copy from their personal space into their work space, but not the other way around.
Troubleshooting steps
If a customer experiences an issue that could be related to BlackBerry Balance, determine if the customer’s BlackBerry smartphone is managed by an IT administrator:
On the application grid, swipe down from the middle of the BlackBerry smartphone display. Note whether the titles "Personal" and "Work" appear at the top of the display. Alternatively, check if the Settings application contains the BlackBerry Balance category. If either is true, the customer's BlackBerry smartphone is associated with BlackBerry Enterprise Service 10 and BlackBerry Balance is active.
If neither "Personal" nor "Work" appear at the top of the display, or the Settings application does not contain the BlackBerry Balance category, the BlackBerry smartphone may be fully personal or fully corporate. Ask the customer whether their BlackBerry smartphone is managed by an IT administrator.
If "BlackBerry World" is present, but "BlackBerry World - Work" is not, the BlackBerry smartphone is fully personal.
If "BlackBerry World - Work" is present, but "BlackBerry World" is not, the BlackBerry smartphone is fully corporate.
If the BlackBerry smartphone is associated with BlackBerry Enterprise Service 10, ask the customer to contact their IT administrator for further support. If the customer cannot contact their IT administrator or the BlackBerry smartphone should no longer be associated with a BlackBerry Enterprise Service 10, customers with BlackBerry Balance may delete their Work space from Settings > BlackBerry Balance > Delete. All data associated with the Work space (work contacts, work email messages, work files, etc.) will be deleted. Customers without BlackBerry Balance who are managed by an IT administrator must contact their IT administrator.
The customer may work in an organization with limited mobility requirements, which has chosen not to use BlackBerry Enterprise Service 10, or uses only Microsoft ActiveSync. If the customer is not associated with BlackBerry Enterprise Service 10, they may still be using their BlackBerry smartphone for work, but a BlackBerry Balance partition is not created and they do not receive the information protection or management benefits provided by BlackBerry Balance. Determine if the customer has an IT administrator. This can help narrow down the issue.
Educate the customer:
For more information about the features of BlackBerry Balance, visit www.blackberry.com/balance.
Advise the customer to contact their IT administrator if they have further concerns with their BlackBerry Balance set up.
| x |
- Removing user accounts and wiping organizational data from smartphones with BlackBerry Balance KB27289
KB27289 Removing user accounts and wiping organizational data from smartphones with BlackBerry Balance
Environment
BlackBerry Enterprise Server 5.0 SP3
BlackBerry Balance
BlackBerry 6 bundle 1478 and higher
Overview
There are several methods for removing BlackBerry Enterprise Server user accounts, including those accounts which are enabled for BlackBerry Balance.
Login to the BlackBerry Administration Service console
Click Manage users
Search for one or more users to manage
Click the Display Name field to view the account properties
Under Associated device properties, click the users pin (active hyperlink)
There are two options for managing account and data removal:
Delete all device data and remove device
Delete only the organization data and remove device
Select the appropriate action
Choose one of 5 actions on the next screen under Removing users and devices and then choose, Yes - Delete or No - Do Not delete.
Note: All options remove the affected BlackBerry smartphone data (wipe and/or scrub if Content Protection is enabled) and connection to the BlackBerry Enterprise Server. This is also assuming the BlackBerry smartphone is able to be contacted, e.g. is powered on and in data coverage.
None - Does not affect the User account or the Hidden Handheld Info folder and BlackBerry Enterprise Server account is retained. The BlackBerry smartphone PIN is set to 0 in the BlackBerry Administration Service, the BlackBerry smartphone is wiped and BlackBerry Enterprise Server association is broken
These two options remove the BlackBerry Enterprise Server user account and removes the account from the User list
Delete the user - Deletes the users BlackBerry Enterprise Server account but does not remove the hidden Handheld folder in users Exchange Mailbox) BlackBerry smartphone is wiped and BlackBerry Enterprise Server association is broken
Delete the user and remove BlackBerry information from the user's messaging system - Deletes BlackBerry Enterprise Server user account and remove Hidden mailbox folder in users Exchange Mailbox)
These two options set the user account as a BlackBerry Administration Service account only, and the Enable as BlackBerry User link will need to be clicked before the account can be assigned a BlackBerry smartphone and activated again.
Disable as BlackBerry user - Disables user account as a BlackBerry User and retains Hidden mailbox folder in users Exchange Mailbox) BlackBerry smartphone is wiped and BlackBerry Enterprise Server association is broken
Disable the user and remove BlackBerry information from the user's messaging system - Disables user account as a BlackBerry user and removes Hidden mailbox folder in users Exchange Mailbox) device is wiped and BlackBerry Enterprise Server association is broken
Additional Information
To help secure BlackBerry devices for personal use in your organization’s environment, you must use either BlackBerry Enterprise Server for Microsoft Exchange (5.0 SP3 or later), BlackBerry Enterprise Server for IBM Domino (5.0 SP3 or later), or BlackBerry Enterprise Server Express (5.0 SP3 or later) and the following devices that are running BlackBerry 6:
BlackBerry Torch 9800 smartphone (bundle 1478 or later)
BlackBerry Bold 9780 smartphone (bundle 1478 or later)
BlackBerry Bold 9700 smartphone (bundle 1478 or later)
BlackBerry Curve 9300 smartphone (bundle 1478 or later)
BlackBerry Pearl 9100 smartphone (bundle 1478 or later)
BlackBerry Curve 9330 smartphone (bundle 1830 or later)
BlackBerry Bold 9650 smartphone (bundle 1830 or later)
BlackBerry Style 9670 smartphone (bundle 1830 or later)
All BlackBerry Device Software 7.0 and above are supported with the BlackBerry Balance feature.
| x |
BlackBerry App World- Error "500031" occurs when purchasing an application from App World using PayPal as a payment method KB29884
KB29884 Error "500031" occurs when purchasing an application from App World using PayPal as a payment method
Environment
BlackBerry® PlayBook™ tablet
BlackBerry® smartphones
BlackBerry App World™ for BlackBerry® PlayBook™
BlackBerry App World™ for BlackBerry® smartphones
DT 2985197
Overview
When making an app world purchase using PayPal as a payment method, an error message containing 500031 is displayed on the screen and the payment does not complete.
Cause
This error will occur if the Pre-approval in PayPal has either been cancelled or has expired.
Resolution
Regenerate payment pre-approval keys. This can be done from the App World client on the BlackBerry PlayBook, the BlackBerry smartphone or from the BlackBerry Webstore.
From App World on the PlayBook:
Open App World
Swipe down from the top bezel
Tap Payment Options
Tap PayPal
Tap Modify and enter PayPal email and password
Tap Authenticate
From App World on the BlackBerry Smartphone:
Open App World
Open My Account
Select Payment Option
Login using BlackBerry ID
Select PayPal
Select Next
When Prompted enter PayPal email and password
Select I Agree
From the BlackBerry Webstore
In a web browser go to https://appworld.blackberry.com/webstore
Click Sign In (in the top right of the page)
Enter your BlackBerry ID username and password
Click Sign In
Once logged in click My Payment Options (in the top right)
Under Current Payment Option Selected click Modify
Click Pay with PayPal
Once redirected to the PayPal website, login using your existing PayPal account with the appropriate email and password
Click Approve
Note: using any of the above methods you should receive an email from paypal confirming you have signed up for pre-approved payments plan.
Workaround
Try using a an alternate payment method. For example Credit Card or Carrier Billing (if available) | x |
- "There is an issue with BlackBerry App World. BlackBerry App World must now close." is encountered when opening BlackBerry App World KB31803
KB31803 "There is an issue with BlackBerry App World. BlackBerry App World must now close." is encountered when opening BlackBerry App World
Environment
BlackBerry App World™ for BlackBerry smartphones 3.1.1.19
DT4393298
Overview
When opening BlackBerry App World on a BlackBerry smartphone, the following message may be displayed:
"There is an issue with BlackBerry App World. BlackBerry App World must now close"
Resolution
Upgrade to the latest version of BlackBerry App World by completing one of the following upgrade methods:
From the BlackBerry smartphone browser visit www.blackberry.com/appworld (A wireless data connection or wifi connection is required)
From a browser on a PC or Mac visit www.blackberry.com/appworld (A USB cable is required to connect)
Note: On the PC or Mac, log into the BlackBerry App World storefront using the BlackBerry ID associated to the smartphone to initiate the upgrade process. If the upgrade process does not start automatically, click into My World to initiate the process.
Additional Information
To confirm the version of BlackBerry App World that is installed, complete one of the following:
For BlackBerry 5.0
Go into Options -> Applications
Change the Applications drop down to Add-on
For BlackBerry 6 and BlackBerry 7
Go into Options -> Device -> Application Management
| x |
- “There were problems completing this purchase. Please select a different payment method. (Error ID=13000)" error encountered on the BlackBerry smartphone or BlackBerry PlayBook tablet KB27348
KB27348 “There were problems completing this purchase. Please select a different payment method. (Error ID=13000)" error encountered on the BlackBerry smartphone or BlackBerry PlayBook tablet
Environment
BlackBerry World storefront
BlackBerry smartphones
BlackBerry PlayBook tablet
JI 544761
Overview
The following error message is displayed on the BlackBerry device:
There were problems completing this purchase. Please select a different payment method
This can occur in any of the following situations:
When attempting to purchase an application from BlackBerry World using a credit card on the smartphone.
When attempting to purchase an application from BlackBerry World using a credit card or PayPal on the tablet.
When setting up a new credit card payment method on the smartphone.
When setting up a new credit card or PayPal payment method on the tablet.
Cause
This error message indicates that an error occurred when validating the payment method.
Resolution
This is a previously reported issue that is being investigated by our development team. No resolution time frame is currently available.
Workaround
Use an alternate payment method.
Additional Information
The following article is for a different issue with a similar error message:
KB27348 - "There was a problem connecting to the payment system. Your transaction has not been processed. Please try again later (Error Id: 13000)" is encountered when attempting to purchase an application from BlackBerry World.
| x |
- "There is a problem with your credit card authorization. Please try again or visit blackberry.com/appworld/ support for more information. (Error Id: 10000)" appears when purchasing an application in BlackBerry World KB24454
KB24454 "There is a problem with your credit card authorization. Please try again or visit blackberry.com/appworld/ support for more information. (Error Id: 10000)" appears when purchasing an application in BlackBerry World
Environment
BlackBerry PlayBook tablet
BlackBerry smartphones
BlackBerry World
Overview
When attempting to purchase an application from BlackBerry World on the BlackBerry PlayBook or the BlackBerry smartphone, the following error appears:
There is a problem with your credit card authorization. Please try again or visit blackberry.com/appworld/support for more information (Error ID: 10000)
Cause
This issue can occur due to the following:
Cause 1
Incorrect or inaccurate information has been entered into the BlackBerry World payment system when configuring the payment source.
Cause 2
Security measures can be in place to block or prevent on-line purchases with a credit card.
Cause 3
The latest version of BlackBerry World is not in use.
Resolution
To resolve the error, complete the following:
Resolution 1
Confirm that the details entered for the payment information matches those on file for the payment type being used. It is recommended to re-enter payment details to ensure all information has been entered correctly. For information on best practices for entering payment details, see KB29239. For information on changing or modifying payment details for BlackBerry World, see KB23717.
Resolution 2
Confirm with the corresponding credit card company that there are no restrictions in place that could prevent an on-line purchase.
Resolution 3
Update the BlackBerry World application on the BlackBerry smartphone to the latest version available by visiting http://www.blackberry.com/blackberryworld from BlackBerry Browser.
Workaround
An alternate payment source can also be tried (PayPal or Carrier Billing). For more information on what payment types are available in specific regions, see KB25368.
| x |
- "(Error Id: 9300)" appears when making a purchase KB25369
KB25369 "(Error Id: 9300)" appears when making a purchase
Environment
BlackBerry App World™ storefront
DT1886770
Overview
When attempting to make a purchase, the following error is received:
There was a problem connecting to the payment system. Your transaction has not been processed. Please try again later. (Error Id: 9300)
Cause
The current payment method or currency selected in the payment options is not supported in the country in which the payment is being attempted from.
Resolution
Refer to KB25368 for a list of supported payment types in the country where the device/SIM card originates from.
Workaround
If the currency on the credit card being used is not supported for the originating country, but PayPal® is supported, add the credit card as a form of payment in a PayPal account, set the preferred currency for PayPal in the country of purchase as specified in KB25368 and use this to complete the purchase.
| x |
BlackBerry Blend- BlackBerry Blend - Troubleshooting connection problems KB36035
| KB36035 BlackBerry Blend - Troubleshooting connection problems | x |
- BlackBerry Blend - Unable to connect due to ipv6 traffic being blocked KB35694
KB35694 BlackBerry Blend - Unable to connect due to ipv6 traffic being blocked
Environment
BlackBerry Blend
VPN
Firewall
IPv6
Overview
BlackBerry Blend is unable to connect to, or communicate with the BlackBerry smartphone when IPv6 traffic is being blocked.
Cause
An item in the network environment, such as a VPN connector, firewall, network adapter setting, or anti-virus software is blocking or preventing IPv6 traffic.
Resolution
IPv6 is a requirement for BlackBerry Blend to connect and communicate with the BlackBerry Smartphone. In order to complete the connection IPv6 traffic will need to be enabled or allowed in the network environment. | x |
- BlackBerry Blend - How to collect information for a new issue KB36034
KB36034 BlackBerry Blend - How to collect information for a new issue
Environment
BlackBerry Blend
Overview
Please collect the following information when escalating a new issue relating to BlackBerry Blend:
BlackBerry Blend logs from the PC:
Locate the BlackBerry Blend icon in the system tray (or within the top menu bar if on OS/X)
Right click the icon and select 'Collect Logs'
Collect the BlackBerry Blend-(date-time).zip file that is created on the Desktop
BlackBerry Blend logs from an Android Tablet:
Open Android Tablet Settings
Find the About Tablet section
Tap the 'Build Number' 7 times to become a 'Developer'
Return to the main settings and select Developer
Select Take Bug Report and once complete choose to share via email
BlackBerry Blend Logs from a iOS device:
Use the application from the following link to obtain the iOS console logs to be supplied to development:
http://support.omnigroup.com/ios-console-log
Please always obtain handheld logs at the same time after reproducing the issue, refer to KB26038 for instructions
Additional Information
If automated log collection is not working then please collect the following manually:
On a Windows PC:
"C:/Users/<username>/AppData/Local/Temp/Screenshot_<date>.png"
"C:/Users/<username>/AppData/Local/BlackBerry/Blend/Logs"
C:/Users/<username>/AppData/Local/Temp" (BBBlend_Install.log, rim_usb_install_log*.log, blackberryncm_log*.log, blackberry_desktop_software_*.log, ConnectivityRegistryKeys.txt, "BlendIPConfigAllOutput.txt, BlendRouteOutput.txt, BlendMSInfo32.nfo)
- "C:/Windows/inf" (setupapi.dev.log)
- "C:/Windows" (setupapi.log)
"C:/Users/<username>/AppData/Local/BlackBerry/Blend/Logs"
C:/Users/<username>/AppData/LocalLow/BlackBerry/Blend/Logs"
"C:/Users/<username>/AppData/Local/Research In Motion/BlackBerry 10 Desktop/Logs/PeerToPeer"
"C:/ProgramData/Research In Motion/Tunnel Manager"
"C:/ProgramData/Research In Motion/BlackBerry 10 Desktop/Logs/PeerToPeer"
"C:/Users/<username>/AppData/Local/BlackBerry/Blend"
"C:/Users/<username>/AppData/Roaming/Research In Motion/BlackBerry 10 Desktop/RemoteAccess/nginx/conf"
On a Mac PC:
"$TMPDIR/Screenshot_<date>.png"
$TMPDIR/BlendSample_Blend_*txt"
/Users/akwak/Library/Application Support/BlackBerry/Blend/Logs
"/Users/akwak/Library/Logs/BlackBerry/PeerManager"
"/Library/Logs/BlackBerry/TunnelManager"
"/Users/akwak/Library/Logs/DiagnosticReports"
/Library/Logs/DiagnosticReports
| x |
- BlackBerry Blend - Unable to connect while PC or Tablet is behind a proxy server KB36213
KB36213 BlackBerry Blend - Unable to connect while PC or Tablet is behind a proxy server
Environment
BlackBerry Blend
Proxy Server
JI 752670
JI 615789
Overview
While attempting to connect wirelessly (over-the-air/OTA) with BlackBerry Blend an error message stating A network error occurred. Please try connecting again using a USB Cable.
Cause
BlackBerry Blend is not properly detecting and applying the current proxy settings being used. | x |
- BlackBerry Blend - Issues running Blend on an Android device that is not a Tablet KB36218
KB36218 BlackBerry Blend - Issues running Blend on an Android device that is not a Tablet
Environment
BlackBerry Blend for Android
JI 759273
Overview
Issues can be experienced when installing BlackBerry Blend on an Android device that is not a Tablet.
Cause
Only Android Tablets are supported to run BlackBerry Blend for Android at this time. Installing on a Smartphone, media centre, or additional appliance running Android OS is not supported at this time.
| x |
- BlackBerry Blend closes when performing an operation in BlackBerry Link KB36228
KB36228 BlackBerry Blend closes when performing an operation in BlackBerry Link
Environment
BlackBerry Blend version 1.0.1
BlackBerry Link
JI 759081
Overview
When performing an action such as a backup within BlackBerry Link, BlackBerry Blend closes
Workaround
Reopen BlackBerry Blend.
| x |
Blackberry Passport- The Amazon Appstore closes unexpectedly after accepting the permission prompt on the BlackBerry Passport smartphone KB36336
KB36336 The Amazon Appstore closes unexpectedly after accepting the permission prompt on the BlackBerry Passport smartphone
Environment
BlackBerry 10 OS version 10.3.0
BlackBerry Passport smartphone
Amazon Appstore
JI 778893
JI 769440
Overview
After opening the Amazon Appstore on the smartphone and accepting the permissions prompt, the app quickly closes and the device returns to the home screen.
Workaround
Update to the latest version of the Amazon Appstore app by completing the following steps:
Open the Browser from the home screen.
In the Address Bar at the bottom of the screen, enter http://www.amazon.com/gp/mas/get-appstore/android.
Follow the prompts on the Amazon Appstore website to install the latest version of the Amazon Appstore app.
| x |
SDP Process- Incident Status, Follow-Up, and Resolution Guidelines KB35929
KB35929
Expectations for the Incident Status Field in RET
Assigned - An incident will be in this status when a new incident is being worked on.
In progress - An incident will be in this status anytime an incident is being worked on.
Pending - Client Action Required - Pend the incident in this status when the customer is performing additional work, and/or when you are waiting for additional feedback from the customer.
Pending - Client Hold - Pend the incident in this status when the incident must remain open during a time when the customer is unable to work on the incident.
Pending - Monitoring Incident - Pend the incident in this status when waiting for additional information to action an incident (E.g. Task to be completed)
Pending – Software Update - Pend the incident in this status when waiting for customer to apply a software update we have provided/released.
Pending - Waiting for RMA - Pend the incident in this status when a PlayBook or Porsche Design P'9981 RMA has been authorized as per one of the existing RMA procedures.
Pending – Case Management Required - Pend the incident in this status when waiting for case management time.
Pending - Third Party Vendor Action Request - Pend the incident in this status when a third party involved in the issue has to do work to move the incident toward resolution.
Resolved - An incident will be in this status when the customer has agreed to resolution of the incident.
SDP Expectations for Scheduling Follow Up Arrangements with Customers
************************
When cases are un-resolved, regular scheduled follow-ups must be made with the customer. The customer must be made aware of the next date and time when BTS will contact the customer and the method of contact to be used.
Scheduled follow-up will be arranged based on the following criteria:
A follow-up date, time and method of contact will be negotiated with the customer based on the needs of the incident, the representative's schedule, and the customer's availability.
ollow-up times on the date agreed upon should not be specific and honest expectations should be set with the customer.
If the customer contacts BTS prior to the agreed upon follow-up time, the BTS representative who handles the interaction will re-negotiate follow-up commitments if warranted.
If no follow-up was arranged with the customer, follow-up will be done by the Analyst after two days by default.
Confirmation of Resolution Criteria
************************
In order to resolve an incident in RET, the customer should be aware of the resolution and confirmed that once applied it has solved their issue.
If there issue is not resolved and a work around has been applied, the customer should also confirm that the work around was acceptable.
Any known issues or public KBs that document their problem should be provided prior to closure so that the customer can follow the issue.
Once you have received confirmation the ticket can be resolved in RET.
Any time an incident is being resolved, the following must be performed:
Ensure the customer knows the incident number and contact information for BTS.
Ask the customer is there is anything else they need assistance with.
Inform the customer that the incident can be re-opened within fourteen days.
Advise the customer that the incident information is still on file after the fourteen days have passed should they have a reoccurrence of the issue.
No Contact from Customer
************************
When an incident has been pended Client Action Required and there has been no contact from the customer by the agreed-upon follow-up date, follow-up with them asking if they require additional time or if they issue has been resolved.
If you are unable to contact the customer at this time, begin taking the following actions:
SDP Consumer:
Day1 Action -
Call customer back
Send email followup if unable to reach via phone
Use Email Template: BTS - 1ST FOLLOW-UP
Day1 Incident Status
Pend 3 business days (e.g Ticket occurs on Mon. pend until Thurs)
Day4 Action -
If a resolution has already been provided to the customer, email to advise you are resolving the incident
Use the Email Template: BTS-FOLLOW-UP INCIDENT RESOLUTION
If the issue in the incident remains unresolved, call the customer. Leave a voicemail if possible and email to advise you are resolving the incident.
Use the Email Template: BTS-FOLLOW-UP INCIDENT RESOLUTION
Day4 Incident Status
Resolve Incident
SDP Enterprise
This is any issue relating to Enterprise Software or comes through a TSupoort Customer.
Day1 Action -
Call customer back
Send email followup if unable to reach via phone.
Use Email Template: BTS - 1ST FOLLOW-UP
Day1 Incident Status
Pend 2 business days (e.g Ticket occurs on Mon, pend until Wed)
Day3 Action -
Call customer back
Send email follow up if unable to reach via phone.
Use the Email Tempate: BTS - 2ND FOLLOW-UP
Day3 Incident Status
Pend 2 business days
Day5 Action -
Attempt to call the customer to provide/confirm resolution
Should the customer not answer the phone resolve the incident
Use Email Template: BTS-FOLLOW-UP INCIDENT RESOLUTION
Day5 Incident Status
Resolve Incident | x |
- SDP - Valid/Invalid Case Process KB29971
KB29971
This process is to be followed by all BTS representatives on all inbound interactions from our carrier partners. During initial information gathering/troubleshooting if it is identified that the issue falls within the valid/invalid categories, (Ex: if determined through troubleshooting the issue is provisioning), then the representative is accountable to ensure this process being followed to properly capture the valid/invalid reasoning.
This process exists to identify cases that could have been resolved by our carrier partners but were escalated to carrier support. The data gathered from this process supports continuous improvement initiatives at our carrier partners sites.
1. Mark Incident Invalid on the CS Info tab in RET. (Ref 1)
2. The Carrier Invalid Reason will now populate, select an invalid reason. (Ref 1, Ref 2, Ref 2.1)
3. When marking invalid for Resolution in BTSC, a KB article must be added to the section KB Article to resolve issue field (first entry) of the incident notes templates (see below).
4. In the incident notes, include a brief explanation why the incident is invalid.
Invalid Categories
Resolution in the BlackBerry Technical Solutions Center
If the initial issue details contain words found in the KB article title then mark invalid however you must verify that the information contained in the KB article is:
Publically available on the BTSC. (http://www.blackberry.com/btsc)
Current, up to date and valid.
Actually resolves the issue*.
Note: Always include the KB number in the KB Article to resolve issue field of the Incident notes as the first entry in the incident notes free form field.
Partner Issue
Device Not Provisioned
Provisioning issues (device not provisioned, forgotten password, etc.) that should be dealt with by the carrier are invalid escalations.
Carrier Network Issue
A carrier internal network issue that impedes device connectivity is considered an invalid escalation(s).
Escalation Process Issue
Required Information Not Provided
If you are unable to provide initial troubleshooting steps because we need to go back to the carrier and ask for more information.
Was required user information provided, accurate?
Do you have enough information (device/environmental) to begin basic troubleshooting?
Unsupported Product or Configuration
Should be used if an Incident is escalated in which the customer is running an unsupported configuration or any 3rd party applications that do not have a relationship with RIM and/or BlackBerry. Please consult the CSI available through the BASC to determine what is supported.
BlackBerry Connect Issue – Not entitled to support
Should be used for when a carrier or licensee is not entitled to support as outlined in the support agreements. Please refer to the Carrier Partner Document (located in the EBTS Dashboard) for this information.
Carrier Redirect - Invalid use of (carrier’s) carrier code carrier customer contacts BlackBerry Tech Support directly, with a valid Carrier Code, however has not contacted their carrier. Carrier representative cold transfers to RIM with new issue, but keyed an existing Incident number in IVR. | x |
- SDP - Unassigned Incident Assignment Process KB30242
KB30242
Each day the team leaders (or any individuals assigned to this function) are required to complete the following steps in order to locate and allocate unassigned incidents in RET:
1 Open RET.
Note: If service level permits the team lead may also advise representatives to work the unassigned queue during their available time.
2 Open the Incident Management Console.
3 Set Select Groups From to All Support Groups.
4 Set the View By option to Selected Groups.
5 In the new window, select one group ensuring that both Direct and Escalation portions of that group are checked. Click OK.
6 Within Defined Searched, expand All Open Unassigned, and click All Priorities. After you select All Priorities any unassigned cases will be displayed.
7 In the Quick Actions menu, select Assign to Group Member.
8 Populate the Assignee with the desired employee then click OK.
Note: Only employees within the group selected above will populate. | x |
- SDP - RET – Verifying existing Incident Number and Confirming Issue KB29750
KB29750
1 Customer calls into support with an existing incident number.
2 Confirm the customer’s incident number.
Example: I see you are calling back in on incident number xxxxxx where you were unable to install BlackBerry Messenger through DTM”…is that correct?
Review the Incident notes/logs; confirm if the customer is experiencing the same issue or if they are reporting a new issue/request.
If customer is reporting a new issue/request, confirm the issue with the previously used.Incident Number is resolved. Once resolution is confirmed, close the incident.
If the customer claims the original issue is not resolved, but would like to report a new issue/request, create a new incident number and continue to assist the customer. | x |
- SDP - Transferring an Incident Outside Your Group (Electronic or Voice) KB30093
KB30093
Review the below details for common 'Assigned Groups' you may need to transfer a case to in Remedy.
You should only need to move a case in Remedy to an Group with an unassigned agent under these circumstances
A process advises to move the case to a particular group
You need to transfer an electronic ticket that was improperly assigned to your group
You need to move the ticket because the agent working on it doesn't have access to that group.
When assigning a issue over the phone the agent picking up the case will take over and re-assign the issue to one of their appropriate groups.
Assigning the Incident in RET
Once it has been determined that an incident needs to be escalated to BlackBerry Internal, ensure all Mandatory Fields are filled in. Refer to KB30097 RET - Mandatory Fields.
Update any notes/work logs and Save the incident prior to assigning the incident outside your group.
Select the down arround under the Assigned Group.
Select the appropriate group (see below for more details)
Determine who you are transfering to:
If you are transferring internally to BlackBerry select Email Transfer to YES
If you are transferring to another SDP group select Email Transfer to NO
Under the Status select Assigned
Select Save and Close, now the incident will be assigned to the group. | x |
- SDP - RET - Mandatory Fields KB30097
- SDP - Associate Terminating a Verbal Interaction or WebEx Session KB29976
- SDP - Triage – Reports of Hoax/Chain Messages KB30036
- SMS, BBM or email messages claiming to be from RIM or BlackBerry KB32190
- SDP - Triage –Handling Blacklisted Email Domains KB30206
KB30206
When a customer contacts BlackBerry stating that BlackBerry has blacklisted their domain, complete the following:
Note: Blacklisted email refers to situations when a customer reports that messages being sent by themselves and/or other people within their mail domain to hosted BlackBerry email accounts are being bounced back. There is a possibility that their mail server has been blacklisted by BlackBerry.
Search for an existing incident in RET and if none exists create a new one.
Advise the customer that they will be transferred to technical support free of charge unless it is identified that troubleshooting will be necessary.
The representative that received your interaction will need to be told that the call is non-BIBS unless troubleshooting is required.
Work logs are to include a detailed description of the customers issue and that they have been transferred to technical support free of charge.
Select the most appropriate Open Categories.
Transfer the incident. | x |
- SDP - The Caller or Carrier Representative Is Not Present KB29984
KB29984
Repeat the standard greeting (every 30 seconds) for an average of three minutes.
Follow one of the following scenarios stated below:
The caller/carrier representative is present intermittently: Once you have regained communication with the customer, collect a contact number immediately and proceed with normal data collection (refer to the Mandatory Fields document) and continue troubleshooting.
The caller/carrier representative is not present but contact information is available: Confirm with TL/Coach/PRS if a callback can be initiated. Proceed accordingly.
The caller/carrier representative is still not present: Enter data presented, create a new work log stating the situation (ex. The call was dropped before contact information was collected). Proceed to close the Incident as resolved.
Note: Every incident requires an email address. If a customer or carrier unable to provide an email address please ensure that first and last name is marked as cold transfer, input noemail@blackberry.com in the email field. Also ensure that the incident is marked as Invalid/Cold Transfer. Do not use any other email address as a placeholder; this is to prevent spam email, inconsistent records, or disclosure of customer information to a third party.
| x |
- SDP - Carrier Support – Carrier Misdirects or Escalation KB29747
KB29747
When you receive an interaction please determine first if you are speaking with the end user or the carrier.
If you are speaking with the carrier representative please reference the KB30111 - Carrier Support – Validating Carrier Reps for Technical Support.
When you have been contacted by the customer directly for support reference the below for appropriate actions:
For customers directed to contact RIM by their carrier, take the following actions:
1. Collect and document in the work logs all the details regarding the interaction the customer had with their carrier, including the carrier representatives' name and contact telephone number the customer called, if available.
2. Attempt to contact the carrier and work with the carrier representative for a proper escalation.
If you are unsuccessful in your attempt to obtain a proper escalation, continue to proceed with a BIBS exception (as outlined in KB29720 - SDP - Waiving Customer BIBS Fees), completing all required fields in RET as per KB31824 - Triage – RET Mandatory Fields document:
Completing the BIBS tab as a No Charge Transaction.
Add a line in the work logs advising that you are proceeding with a BIBS exception.
Educate the customer on support options for future support needs.
3. Escalate the caller to your partner specific BTS support group.
For customers who have contacted us without speaking with their carrier advise them of the below options:
Provide the customer with the contact information for their carrier, as per the CSI available through the BASC.
Where applicable, offer the customer BIBS, as per KB30013 - Triage – BlackBerry Incident Based Support.
All of our online and self-service support options.
1. Work logs are to include complete details of the issue as per KB33025 – Logical Troubleshooting Template, as well as if the customer was warm transferred, and the number used for the transfer.
2. Ensure Customer Notification? button is set to Disable in RET.
3. Select the most appropriate Open and Closed categories in RET.
| x |
- SDP - Redirecting to a Carrier KB30229
KB30229
When dealing with an issue and it has been determined that the customer should be reconnected back to their respective carrier for further support, please assess the unique circumstances of the situation to determine how the transfer should be completed.
You can transfer the customer to the carrier’s queue or the customer can be provided the carrier’s contact telephone number and they can contact the carrier at their convenience.
These options may be considered if there is no reason to assume customer dissatisfaction with this option.
This may be the best option when a customer has told you that they have already spoken with their carrier’s retail representative. Explain that there is a customer support technical team that is their first line of support for the issue they called about.
The customer can be warm transferred to a carrier representative.
This must be the option chosen when a customer has indicated they’ve spoken with their carrier’s customer support team already. You can reassure the customer that you will confirm that the person you are transferring to will be the best person to assist them.
Warm Transfer Process
Inform the customer that you will need to conference them back to their carrier to properly address their issue.
Inform the customer you will be calling the carrier to explain the situation and then conference them in.
Place the customer on hold.
Call the carrier with the number provided in the CSI available through the BASC.
Once the carrier is on the line, identify yourself as <name> from BlackBerry Technical Support.
Inform the carrier of the customer’s mobile number, and the reason you are calling.
Once you have provided the details of the issue to the carrier, advise the carrier you will be bringing the customer on the line.
Conference the customer into the call, introduce the carrier representative to the customer by first name.
Assure the customer the carrier has been briefed to what the issue is, and they will be taking over the call to continue support.
Disconnect from the call once the carrier and the customer have started conversation.
Long Wait in Carrier Queue
During the time where the customer is on hold while the carrier is being contacted, it is expected for the customer to be updated every two minutes of the call status.
If five minutes has passed and the carrier is still not on the line, inform the customer:
Hold times to the carrier are longer than expected.
You will be transferring them through to the carrier queue for further support.
Explain to the customer what they need to tell the carrier to continue support.
Thank the customer for calling and transfer the customer to the carrier’s queue.
Note: Always confirm with the Carrier Partner Document to ensure you are adhering to proper contact method’s, as per carrier agreement (this includes, contact phone numbers, transfer requirements, hold time waits, hours of operations etc.).
If the CSI stipulates warm transfers only to the specific carrier, BTS is required to stay on the line with the customer until they are connected to the carrier.
If the five minute timeline is up and you need to cold transfer to the carrier queue, and the customer does not want to be transferred to the carrier queue without BlackBerry on the line as they are upset or frustrated, verify with a Team Lead if it is possible to stay on the line with the customer to hand them over to the carrier.
| x |
- SDP - Assisting with Sales and Pre-Sales Inquiries KB30024
KB30024
Requests to Purchase
If you receive an inquiry from a customer looking to purchase any of the following services or software items directly from BlackBerry:
BTSS contract renewal
Purchase of additional named callers
Update of their BTSS contract
Request for quotes
BTSS Refunds - Purchase must have been made from BlackBerry, otherwise, redirect the customer to their point of purchase.
BES Trade up or Unlock Keys
BlackBerry software – BES, CALs etc.
Complete the following:
1. Search for an existing incident or create a new RET incident.
2. Determine the region customer is calling from as well as the number of BlackBerry users in their organization.
For customers located in EMEA, gather the customers contact information, address and details regarding the inquiry and send an email (from RET) to TSSEurope@blackberry.com. Please do not provide this email address to the customer.
For customers located in India, gather the customers contact information, address and details regarding the inquiry and send an email (from RET) to enterpriseteam@blackberry.com. This email address can be provided to the customer.
For customer's located in North America, the following options are available:
The customer can navigate to http://www.blackberryvarlocator.com/VAR_LOCATOR/ to locate their preferred VAR.
The customer can order online at https://www.blackberry.com/purchaseonline/main.jsp.
Customers from Canada and the US may purchase through https://enterprise.ecomm.webapps.blackberry.com/direct/index.ep.
If the customer wishes to speak with an associate, you can transfer the interaction to 1-585-413-5458 (this line is available Mon-Fri from 9AM - 5PM EST).
Note: CALs for BES 10.1 can only be purchased through the customer's preferred VAR. Do not transfer these purchase inquiries to a sales associate.
4. Resolve the incident.
Pre-Sales Inquiries
When contacted by a customer who has pre-sales technical inquiries, such as:
What are the system requirements for…?
Would BES be a good solution for my company…?
Complete the following:
Search for an existing incident or create a new RET incident. Please reference KB21181 - RET – How to Create a New Incident.
Collect all the required customer information, and note in the work logs what their inquiry is regarding.
If the customer has a pre-sales inquiry regarding:
BES or CAL, transfer the customer to a BCTS representative within your site.
BlackBerry Cloud Services, please refer to the KB32689 - Triage – Handling Inquiries Related to BlackBerry Cloud Services for Microsoft Office 365.
BlackBerry PlayBook, transfer the customer to a BDCS representative within your site.
BlackBerry smartphones please advise them to contact their carrier partner for more information.
Assign or resolve the incident as appropriate.
For information on assigning the incident please refer to KB30093 - RET – Transferring an Incident Outside Your Group.
For more details on resolving an incident please refer to KB30097 - RET – Mandatory Fields.
| x |
- SDP - Handling Allegations of BlackBerry Products Causing Personal Injury, Property Damage and/or Device Over-Heating KB30271
KB30271
Device Overheating
If an interaction is received where a customer alleges that their device is overheating, follow the steps below to assist the customer.
Note: If the interaction is received via email, always attempt to contact the customer by phone. If no telephone number is provided in the email, send the customer the Call Us template and pend the incident in accordance with KB30094 - SDP - RET - Pending an Incident (Waiting for Customer) until a response is received.
Device Overheating and No Report of Physical or Property Damage
If the customer is not claiming physical or property damage as a result of their device overheating, complete the following steps:
Determine if the customer is running the latest version of handheld software released by their service provider. Refer to the carrier’s website or to the CSI available through the BASC for this information.
After confirming the software version, take the appropriate action below:
If the customer is not running the latest version of handled software released by the carrier work with the customer to have their software updated.
Note: For Triage representatives, please advise the customer that we will provide them with complimentary technical support to have the software updated, and assign the incident to the appropriate group. Please ensure that you complete the BIBS tab and select No Charge Transaction.
If the customer is running the latest version of handheld software, educate the customer that it is normal behavior for the device to get warm. Advise the customer that they can contact their point of sale to discuss warranty options.
Device Overheating and Customer is Reporting Physical or Property Damage
Note: The information in this section is for internal use only. We have no reason to believe that there are consistent or systematic issues with BlackBerry smartphones or tablets. It is essential that the customer is not given the impression that there are such issues or that this is a “known issue”.
Immediately begin manually recording the call using your telephone system recording function.
Apologize for the situation.
Review the situation with your Team Lead/Manager.
Fill out the Internal Only - Customer Loyalty – Alleged Personal Injury or Property Damage template in RET if the review meets the Customer Loyalty Engagement Criteria.
Send the completed template to csocustloyalty@blackberry.com.
Ensure that you remove the customers email address from the To, CC, and BCC fields on all internal communications.
Pend the incident and wait for a response. Customer Loyalty will acknowledge ownership of the incident within 48 hours and advise that notifications can be set to disabled and the incident can be resolved.
| x |
- SDP - Triage – Request for Accessory Support KB30137
KB30137
When a customer calls requesting technical support for a BlackBerry branded accessory, provide the following options:
Self service support options via BTSC.
Carrier support.
Point of sale support.
BIBS - refer to KB30013 - SDP - Triage – BlackBerry Incident Based Support Guide: BIS Section.
If the customer chooses to proceed with the BIBS option.
Work logs are to include a brief description of the issues, that the customer agreed to BIBs and that they were transferred to BCC, refer to KB30093 - SDP - RET - Transferring an Incident Outside Your Group.
Select the most appropriate Open Categories, and assign the incident.
If the customer has declined BIBS, work logs to include a brief description of the customer’s issue, the support options given to the customer and the option the customer has selected.
Select the most appropriate Open and Closed Categories.
Resolve the incident.
| x |
- SDP - Supporting BlackBerry Developed Applications KB30026
KB30026
When a customer calls or emails requesting assistance with one of the following applications:
Amazon MP3
BlackBerry News
BlackBerry Travel
BlackBerry Client for IBM Lotus Connection
BlackBerry Client for IBM Lotus Quickr
BlackBerry Podcasts
BlackBerry Protect
BlackBerry Sales Client for SAP CRM
BlackBerry Traffic
BlackBerry Wallet
eBay
Email Setup
Enhanced Gmail Plug-in
Facebook
Google Talk
MySpace
Ticketmaster
TiVo
Twitter
U2 Mobile Album
Yahoo IM
Note: For Beta Testers please refer to KB300276 - Beta Zone - Redirecting Requests for Support.
For Phone Interactions:
Advise the customer they can review support information on the support portal for their application.
Offer to email the customer the RIM Developed Apps template with the link to the support portal.
You can also offer the customer BIBS. Refer to KB30013 - Triage - BlackBerry Incident Based Support.
Work Logs are to include a brief description of the customer’s issue and what action was taken to support the customer (email template sent, directed to self-help portal, or BIBS).
Note: If customer is proceeding with BIBS, refer to KB29960 - RET – Transferring an Incident Outside Your Group.
For Email Interactions:
Respond to the customer's email with the RIM Developed Apps email template from RET.
Work Logs are to include a brief description of the customer’s issue; that the BlackBerry Developed Apps email template was sent to the customer from RET.
Open/Closed Categories: select most appropriate.
Resolve and Close Incident, if the customer is not proceeding with BIBS.
| x |
- SDP - Carrier Support – Carrier Misdirects or Escalation KB29747
KB29747
When you receive an interaction please determine first if you are speaking with the end user or the carrier.
If you are speaking with the carrier representative please reference the KB30111 - Carrier Support – Validating Carrier Reps for Technical Support.
When you have been contacted by the customer directly for support reference the below for appropriate actions:
For customers directed to contact RIM by their carrier, take the following actions:
1. Collect and document in the work logs all the details regarding the interaction the customer had with their carrier, including the carrier representatives' name and contact telephone number the customer called, if available.
2. Attempt to contact the carrier and work with the carrier representative for a proper escalation.
If you are unsuccessful in your attempt to obtain a proper escalation, continue to proceed with a BIBS exception (as outlined in KB29720 - SDP - Waiving Customer BIBS Fees), completing all required fields in RET as per KB31824 - Triage – RET Mandatory Fields document:
Completing the BIBS tab as a No Charge Transaction.
Add a line in the work logs advising that you are proceeding with a BIBS exception.
Educate the customer on support options for future support needs.
3. Escalate the caller to your partner specific BTS support group.
For customers who have contacted us without speaking with their carrier advise them of the below options:
Provide the customer with the contact information for their carrier, as per the CSI available through the BASC.
Where applicable, offer the customer BIBS, as per KB30013 - Triage – BlackBerry Incident Based Support.
All of our online and self-service support options.
1. Work logs are to include complete details of the issue as per KB33025 – Logical Troubleshooting Template, as well as if the customer was warm transferred, and the number used for the transfer.
2. Ensure Customer Notification? button is set to Disable in RET.
3. Select the most appropriate Open and Closed categories in RET. | x |
- SDP - Incident Status, Follow-Up, and Resolution Guidelines KB35929
KB35929
Assigned
- An incident will be in this status when a new incident is being worked on.
In progress
- An incident will be in this status anytime an incident is being worked on.
Pending - Client Action Required
- Pend the incident in this status when the customer is performing additional work, and/or when you are waiting for additional feedback from the customer.
Pending - Client Hold
- Pend the incident in this status when the incident must remain open during a time when the customer is unable to work on the incident.
Pending - Monitoring Incident
- Pend the incident in this status when waiting for additional information to action an incident (E.g. Task to be completed)
Pending – Software Update
- Pend the incident in this status when waiting for customer to apply a software update we have provided/released.
Pending - Waiting for RMA
- Pend the incident in this status when a PlayBook or Porsche Design P'9981 RMA has been authorized as per one of the existing RMA procedures.
Pending – Case Management Required
- Pend the incident in this status when waiting for case management time.
Pending - Third Party Vendor Action Request
- Pend the incident in this status when a third party involved in the issue has to do work to move the incident toward resolution.
Resolved
- An incident will be in this status when the customer has agreed to resolution of the incident.
SDP Expectations for Scheduling Follow Up Arrangements with Customers
When cases are un-resolved, regular scheduled follow-ups must be made with the customer. The customer must be made aware of the next date and time when BTS will contact the customer and the method of contact to be used.
Scheduled follow-up will be arranged based on the following criteria:
A follow-up date, time and method of contact will be negotiated with the customer based on the needs of the incident, the representative's schedule, and the customer's availability.
ollow-up times on the date agreed upon should not be specific and honest expectations should be set with the customer.
If the customer contacts BTS prior to the agreed upon follow-up time, the BTS representative who handles the interaction will re-negotiate follow-up commitments if warranted.
If no follow-up was arranged with the customer, follow-up will be done by the Analyst after two days by default.
Confirmation of Resolution Criteria
In order to resolve an incident in RET, the customer should be aware of the resolution and confirmed that once applied it has solved their issue.
If there issue is not resolved and a work around has been applied, the customer should also confirm that the work around was acceptable.
Any known issues or public KBs that document their problem should be provided prior to closure so that the customer can follow the issue.
Once you have received confirmation the ticket can be resolved in RET.
Any time an incident is being resolved, the following must be performed:
Ensure the customer knows the incident number and contact information for BTS.
Ask the customer is there is anything else they need assistance with.
Inform the customer that the incident can be re-opened within fourteen days.
Advise the customer that the incident information is still on file after the fourteen days have passed should they have a reoccurrence of the issue.
No Contact from Customer
When an incident has been pended Client Action Required and there has been no contact from the customer by the agreed-upon follow-up date, follow-up with them asking if they require additional time or if they issue has been resolved | x |
- SDP - Disabling a Lost or Stolen Device KB32682
KB32682
When a request is made to have the PIN of a BlackBerry handheld device blocked, take the following steps:
Ensure that the requestor is a valid carrier representative, PSAM, or internal RIM employee. If they are not, refer to the Handling Invalid Requests section below.
Determine if provisioning services have been deactivated for the device.
If the device has active provisioning for the carrier requesting the PIN block, advise them that the services must be disabled prior to the PIN block.
If the services are active for a carrier that differs from the one making the request, note this in your work summary and proceed normally.
Review the table below for a list of common carriers that request PIN blocks. If they are in the list the carrier can complete the PIN block on their own in the BlackBerrry Partner Support Center. Please redirect the carrier to do so and resolve the case
Create a task in RET using the SDP PIN BLOCK REQUEST template in RET. This will assign the PIN block request to an analyst who will complete the work necessary and let the representative know when the task has been completed.
Note: Refer to KB21187 - RET – Creating and Cancelling Tasks for details.
When notified that the task has been completed, advise the requestor that the PIN has been blocked.
Resolve the incident as per Incident Management Processes.
Carrier List
This is a list of common carriers that can block PINs on their own without the need to escalate.
Carrier Region
Movilnet LATAM
Digitel LATAM
Telefonica LATAM
Claro LATAM
Tigo LATAM
Handling Invalid Requests
When a PIN block request comes in from an invalid requestor, take the following steps:
If the customer is a distributor or reseller, explain that the request to block a PIN must come from the carrier the device was branded for.
Note: If the distributor or reseller states that a shipment of devices was not received and/or stolen, note this in your work log and escalate to a BIS analyst.
If the request is from an internal employee in regards to a device purchased from the RIM Employee Purchase Program, note this in your work log and escalate to a BIS analyst.
If the requestor is a direct customer, explain to the customer that the request must come from a carrier. Then proceed with the following steps:
Contact the carrier and initiate a conference call.
Have the carrier validate the customer and authorize the request.
Gather the carrier representatives contact information.
Notate the work log that the carrier has authorized the request.
Explain that the issue will be investigated and future correspondence on the issue will be made directly to the carrier representative. The direct customer can be taken off the conference call after the expectation has been set for how the issue will be handled.
Return to step 2 in the section above and complete the PIN block request normally. | x |
- SDP - Requests for Trackball Repairs/Replacements KB30023
KB30023
Customer is reporting trackball problems and has device models:
81XX
83XX
88XX (Excluding T‐Mobile)
The following carriers support this initiative:
Sprint - Corporate stores only - $0 charge to customer - regardless of warranty
T-Mobile - Corporate stores only - $0 charge to customer - regardless of warranty
AT&T - Device Support Centers - $0 charge to customer - regardless of warranty
Verizon - Corporate or corporate branded locations - $0 charge to customer - regardless of warranty
Cincinnati Bell - All stores - $0 charge to customer - regardless of warranty
Bell - Corporate stores only - $10 charge to customer - regardless of warranty
Telus - Corporate stores only - $10 charge to customer - regardless of warranty
Rogers - TBD - Launching July 1st. TBD
- Assist the customer in locating the information they need, and provide warm transfers back to the carrier as required.
- Please refrain from setting specific expectations, and advise that they will need to speak with their carrier for specifics and processing. | x |
- SDP Escalation Support Process (NEW)KB35896
KB35896
Escalating to BTS Consumer - Tier 3 (TASK)
When to use:
When troubleshooting Consumer customer issue (Handheld, Desktop Manager/Link, Playbook, BBM, BBWorld)
When you have exhausted all troubleshooting steps, KBs and needs further direction
When you need assistance with log review
How to Complete:
Click on the Tasks Tab in RET
From the Task Template Name field choose: SDP - Consumer Escalation Engagement Template
Update the Task Summary field to indicate the problem statement
Update the Task Notes field with what is request
Do not change the Assignee Group (By Default it should be set to Consumer)
Leave the Assignee field blank
Click Create Task
Turnaround time and Setting Customer Expectations:
Advise the customer that you will need to engage a higher level of support to review the issue and help provide next steps.
They will be contacted in the next 24 hours with an update on the status of the investigation
Pend your case for 24 hours so you can follow-up to advise the customer of the status.
Internally BlackBerry Tier 3 will target a turn around of 24 hours to respond to the task with next steps.
Once the task is assigned back to you with next steps you will get a notification in your email.
For more information on Managing Tasks see 'KB231187 - Using Tasks in RET'
-----------------------
Escalating to NOC/BBOPs (TASK)
When to use:
To be used specifically for issues on products that are managed by the NOC. This includes:
BIS (BlackBerry Internet Service) - Unable to integrate an account(Hotmail, Gmail, etc), Unable to receive service books, Unable to send/receive email, etc.
Provisioning Issues - Unable to add BlackBerry Services to a device
Unable to send Pin to Pin (P2P)
Request to block a PIN on the BlackBerry Network (NOC)
When you have exhausted all troubleshooting steps, KBs
How to Complete:
Determine the appropriate template to use:
BBOPS CSO - Generic Escalation Template - This is the default template to use. Include all symptoms, troubleshooting steps, time stamps, testing, etc.
BBOPs CSO - PIN Blocked on Relay - This should be used when Provisioning shows a blocked code such as 105, 108,111, 112, etc.Provide clear details on why it needs to be unblocked
SDP PIN Block Request - To be used when request a PIN be blocked.
Click on the Tasks Tab in RET
From the Task Template Name field choose: One of the 3 templates above
Update the Task Summary field to summarize what the problem is
Update the Taks Notes field to provide additional environment information, Details and Examples
Do not change the Assignee Group (By Default it should be set to NOC Global)
Leave the Assignee field blank
Click Create Task
Turnaround time and Setting Customer Expectations:
Advise the customer that you will need to engage a higher level of support to review the issue and help provide next steps.
They will be contacted in the next 24 hours with an update on the status of the investigation
Pend your case for 24 hours so you can follow-up to advise the customer of the status.
Internally the NOC will target a turn around of 24 hours to respond to the task with next steps.
Once the task is assigned back to you with next steps you will get a notification in your email.
For more information on Managing Tasks see 'KB231187 - Using Tasks in RET'
---------------------
Escalating to BTS Consumer - Tier 3 (PHONE - RED Customers/Critical Issues)
When to use:
When dealing with a critical issue and the customer is RED
When the customer insists on being escalated live to the next tier
When the customer issue has been going on for a long time with no resolution
How to Complete:
Update your case notes with clear details of what has been accomplished and next steps.
Use KB30093 to understand the Consumer transfer points for your group
Call the appropriate queue to transfer.
Escalating to Customer Loyalty
When to use:
When you've reviewed KB30272 - How and When to Engage Customer Loyalty and decide it meets the criteria for engagement
How to Complete:
Click on the Tasks Tab in RET
From the Task Template Name field choose: SDP - Customer Loyalty Engaement Template
Leave the Task Summary field unchanged
Update the Task Notes field with what is request in the template
Do not change the Assignee Group (By Default it should be set to Customer Loyalty)
Leave the Assignee field blank
Click Create Task
Turnaround time and Setting Customer Expectations:
Advise the customer that you have escalated their concerns for review. We will provide them with a status update within 48 hours. Pend the case using the standard Incident Management
Do not advise their case has been escalated by Customer Loyalty. It may be taken over by Customer Loyalty but we do not want to set that initial expectation.
Suggested Script: We take your concerns very seriously and we are going to investigate this further, either myself or a member from another BlackBerry team will be in contact with you within 48 hours.
For more information on Managing Tasks see 'KB231187 - Using Tasks in RET'
-----------------
| x |
- SDP - Triage - Media Inquiries KB30146
Examples:
I’m a reporter and would like an image of the BlackBerry.
I’m writing an article and would like to speak to someone about the new product features.
If a media representatives calls or emails in requesting information on or images of the BlackBerry completed the following:
Search for an existing incident in RET, if none exists created a new one.
From RET forward the customer’s email to pr@blackberry.com.
Note: If this is a voice interaction document the customers contact information and all inquiry details in a RET email and forward from the incident to pr@blackberry.com.
Work logs are to include a brief description of the customer’s issue and that you have forwarded their inquiry to pr@blackberry.com.
Select the most appropriate Open and Closed Categories.
Resolve the incident.
| x |
- How to Contact Language Services KB22085
KB22085 How to Contact Language Services
Language Line Services:
Number: 1-877-261-6608
6- Digit Client ID: 754064 + Option 2
BDCS/BPTS Dept Code: 6002
Personal Code/Cost Centre: 204018
| x |
Device- BlackBerry Z10 Phone Guide
- BlackBerry smartphone continually restarts KB11391
KB11391 BlackBerry smartphone continually restarts
Environment
BlackBerry smartphones
Overview
The BlackBerry smartphone continually restarts.
Resolution
Remove the Battery from the BlackBerry smartphone and then remove the media card and SIM card (if applicable) and reinsert the battery only. For more information on removing the battery see KB02141 for instructions.
If the BlackBerry smartphone successfully boots then remove the battery and reinsert the SIM card.
Note: If SIM card is causing the reboot cycle contact the wireless carrier to troubleshoot the SIM card or the services associated with the SIM card.
If the BlackBerry smartphone successfully boots with the SIM card then remove the battery and insert the media card.
Note: If the media card is causing the reboot cycle it maybe related to the data on the media card and using a computer to read the media card maybe required.
Start the BlackBerry smartphone in safe mode. For further instructions, see KB17877.
Note: If the BlackBerry smartphone boots up in safe mode, create a back up of the BlackBerry smartphone software and proceed with step 5. For further instructions on how to create a back up of the BlackBerry smartphone software for Windows see KB12487, for instruction on a Mac see KB18776.
If the issue persists, verify that the latest version of BlackBerry Device Software is installed using the application loader tool in the BlackBerry Desktop Manager. For instructions, see KB03621.
Note: This section is for internal use only. Do not copy or distribute to end users, customers or other third parties.
If the BlackBerry smartphone is stuck in a reboot cycle at the verifying security software screen see internal KB18752.
If the reboot occurs when the SIM card is inserted this could either be a bad SIM card or possibly an issue when reaching out to the wireless network such as receiving an erroneous SMS or 3rd party app connecting to the data network. These cases should be escalated to the next level of support.
If the reboot occurs when the Media card is inserted this could either be a bad media card or the information on the media card. The customer can try a new media card or backing up the existing media card using a PC and formatting the existing one. Once formatted and transferring the data back on to the media card and the issue still exists you can narrow down which data is causing the issue and escalate to the next level of support.
If the issue persists after completing the steps in the KB contact an Analyst on direction on either escalating the case for a software issue or an RMA for a potential hardware issue.
| x |
- BlackBerry Desktop Software or the BlackBerry device does not accept the correct BlackBerry device password KB11105
KB11105 BlackBerry Desktop Software or the BlackBerry device does not accept the correct BlackBerry device password
Environment
BlackBerry Desktop Software
BlackBerry Link
BlackBerry Device
Overview
The BlackBerry Desktop Software does not accept the correct BlackBerry device password.
or
BlackBerry Link does not accept the correct BlackBerry device password.
or
The BlackBerry device does not accept the previously created BlackBerry device password.
or
Command prompt when using Loader commands
Cause
If the BlackBerry device password is numeric and the Alt key is not pressed when typing the password, the password entered is alphabetical, not numeric. Another possible cause is that the BlackBerry device has the CAP lock or NUM lock turned on.
| x |
- Using the BlackBerry Virtual Expert diagnostics application KB35973
KB35973 Using the BlackBerry Virtual Expert diagnostics application
Environment
BlackBerry Virtual Expert
BlackBerry 10 smartphones
BlackBerry smartphones running BlackBerry OS (5.0 to 7.1)
Hardware Tests Included on the Tool:
1. Accelerometer
2. Audio Record
3. Bluetooth Discovery
4. Display Cracked
5. Display Fill
6. Face Up/Down Sensor
7. Front Camera
8. Gyroscope
9. HDMI Plug
10. HDMI Unplug
11. LED All
12. Light Sensor
13. Loudspeaker Audio
14. Orientation Sensor
15. Play/Pause Button
16. Power Key
17. Proximity Sensor
18. Rear Camera
19. Receiver Audio
20. SD Card
21. SIM Card
22. Stereo Headset Audio
23. Touch Panel
24. USB Plug
25. USB Unplug
26. Vibrate
27. Volume Down
28. Volume Up
29. WiFi
Overview
The BlackBerry Virtual Expert diagnostics application is a simple self-guided diagnostics app made available by BlackBerry. This application provides guidance through a series of hardware tests to produce a test results summary. After the tests, a choice can be made as to whether to send the test result summary data to help improve BlackBerry products and services.
The BlackBerry Virtual Expert is available for download in BlackBerry World. Simply search for BlackBerry Virtual Expert within the BlackBerry World application or visit http://appworld.blackberry.com/webstore/content/27226887.
Once downloaded, the application can be launched by tapping on the BBVE icon from the Home screen. The BlackBerry Virtual Expert diagnostics application consists of three main screens, which can be viewed by tapping on the corresponding titles at the bottom of the screen:
Health
Tests
Results.
Health Screen
The Health screen provides important details about the BlackBerry 10 smartphone. Some of the details included on this screen are:
Device Model and Software version
Power
Connection
Storage
Tests Screen
Within the Tests screen there are a number of tests available. These are available either as bundles of tests within the Test Suites section or as individual tests within the Test Chooser. Choosing a test suite will run a series of tests focusing on a particular area of hardware functionality. Choosing an individual test within the Test Chooser will run only the individual test selected.
To initiate tests, tap on one of the test bundles from the Test Suites or tap choose a test from the Test Chooser and select an individual test. When the test launches, on screen directions will be displayed. Follow the on screen directions until the test has been completed. Upon completing the test, tap on either the Pass icon or the Fail icon to indicate whether or not the test was successful. When running a suite of tests, the next test will display when a Pass or Fail result, or when the test is skipped using the Skip icon.
Results Screen
The Results screen provides a list of the tests that have been passed, failed, and skipped, as well as some suggestions on help content related to the results of the tests.
Results can be submitted by tapping on the Submit button.
| x |
- How to check the amount of free space available on a BlackBerry smartphone KB02843
KB02843 What is the Low Memory Manager feature on the BlackBerry smartphone
Additional Information
To view the available memory on the BlackBerry smartphone, perform the following steps:
For BlackBerry Device Software 5.0 and earlier:
Select Options > Status > File Free.
For BlackBerry 6 and 7:
Select Options > Device > Device and Status Information.
See KB14320 for more information on how to maximize free space and battery power on the BlackBerry smartphone.
BlackBerry smartphones have settings to choose how much internal device memory can be used as storage space for files (this is separate from the additional memory on media cards). To check how much device memory has been allocated as storage space, and how much of it is used/available, follow these steps:
Open the Media application on the BlackBerry.
Press the Menu button and choose Explore.
Highlight Device Memory, then press the Menu button and select Properties.
In the dialog that appears, check the percentage of used device memory (under the small pie chart). | x |
- Icons indicators & buttons: BlackBerry Q10
- Intercative Phone Guides
- How to reset the Password Keeper application on the BlackBerry smartphone KB10580
KB10580 How to reset the Password Keeper application on the BlackBerry smartphone
Environment
BlackBerry® smartphones
Overview
The Password Keeper application on the BlackBerry smartphone resets after 10 failed login attempts. Entering an incorrect password ten times will cause the program to reset itself, thereby allowing a new password to be set.
Additional Information
This procedure erases all data in the Password Keeper application only. It will not affect the rest of the data on the BlackBerry smartphone. If the Password Keeper application is unable to be reset in this manner, from BlackBerry® Desktop Manager, run Application Loader to remove and then reinstall the Password Keeper application. For assistance using the application loader tool, see the BlackBerry Desktop Software User Guide at http://docs.blackberry.com.
Non Verified Information:
I personally love using the built in Password Keeper application that comes loaded on my BlackBerry smartphone. It’s a fantastic way to create and store really secure passwords for all sorts of applications, services, and websites. Now I am also something of a device junkie, so when a new BlackBerry smartphone comes out I naturally want it! Moving data from one device to another, whether you are on a BES or not, is not that difficult. Moving your Password Keeper however can be problematic, but that’s only because of how secure it is.
Here’s some tips if you are experiencing problems with any of the following:
unable to backup or restore Password Keeper database because it is greyed out
unable to access restored entries due to “Invalid Password” error
unable to access restored entries due to “Entry created on month/day/year is protected by an old password…” error
The universal considerations for dealing with all of these that I’ve found are (explained further on):
set up your password keeper on the new device BEFORE restoring your data or activating on a BES
create a separate backup of only your password keeper (this is not necessary unless you’ve already activated your new device on BES or have already restored your data but are experiencing problems accessing Password Keeper)
IF however, you’ve already activated the device on BES, you DO NO have to wipe it and start over. Keep reading, I’ll tell you how to resolve it.
Solution #1: If you are unable to backup or restore Password Keeper database because it is greyed out.
To solve this:
On your new device, before restoring data, access Password Keeper, you will be prompted to create a password.
Create the same password that you had set for the Password Keeper on your old device, confirm it. There will be zero entries.
Once inside the new, empty, Password Keeper, click your menu button and select Options.
From the Options menu, scroll down to locate an entry for Wireless Synchronization and make sure it is de-selected, that is you DO NOT want Wireless Synch to be on.
Save and exit.
On your old device, log into your Password Keeper and make sure that Wireless Synch is also turned OFF here as well.
Save and exit.
Connect your old device to your computer, launch Desktop Manager and backup your device data.
Once backup complete, safely disconnect your device from your computer (I always recommend doing this as just unplugging it can corrupt your SD card and possibly device memory).
Connect your new device to your computer and launch Desktop Manager.
Restore the backup file of your Password Keeper.
Once complete, safely disconnect your device from your computer and log into your Password Keeper. Your data should be there!
Solution #2: If you are unable to access restored entries due to “Invalid Password” error.
To solve this follow the steps above exactly.
Solution #3: If you are unable to access restored entries due to “Entry created on month/day/year is protected by an old password…” error.
Some folks suggest using the “Delete Entry” method. I caution you that this WILL delete some entries in your Password Keeper while granting you access to the rest.
The better way around this is to follow the steps in solution #1.
IF you are already active on a BES or have already restored your data but cannot access the Password Keeper because of a password error, do this:
On your new device, enter the Password Keeper password incorrectly 10 times to wipe the Password Keeper clean.
Once it has been wiped, access Password Keeper, you will be prompted to create a password.
Create the same password that you had set for the Password Keeper on your old device, confirm it. There will be zero entries.
Once inside the new, empty, Password Keeper, click your menu button and select Options.
From the Options menu, scroll down to locate an entry for Wireless Synchronization and make sure it is de-selected, that is you DO NOT want Wireless Synch to be on.
Save and exit.
On your old device, log into your Password Keeper and make sure that Wireless Synch is also turned OFF here as well.
Save and exit.
Connect your old device to your computer, launch Desktop Manager and backup ONLY the Password Keeper.
Once backup complete, safely disconnect your device from your computer (I always recommend doing this as just unplugging it can corrupt your SD card and possible device memory).
Connect your new device to your computer and launch Desktop Manager.
Restore the backup file of your Password Keeper.
Once complete, safely disconnect your device from your computer and log into your Password Keeper. Your data should be there!
If these solutions worked for you, spread the love!
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- How to load Android APK applications on the BlackBerry 10 smartphone KB35674
KB35674 How to load Android APK applications on the BlackBerry 10 smartphone
Environment
BlackBerry 10 OS Version 10.2.1.1925 and later
Overview
With the release of BlackBerry 10 OS Version 10.2.1.1925, the user can now allow third party application stores or sources for installing Android .apk files onto the BlackBerry 10 smartphone.
This can be done on the smartphone by following these steps:
Swipe from the top and tap on Settings, or locate the Settings application and open it.
Tap on App Manager.
Tap on Installing Apps.
Enable the Allow Apps from Other Sources to be Installed setting.
Note: This allows the smartphone to invoke an internal APK installer.
Next, connect to an Android application source to complete the installation of the APK application on the smartphone.
Note: Some vendors provide a downloadable App Store application that can be used on the BlackBerry smartphone.
Additional Information
This functionality can be controlled by BlackBerry Enterprise Service 10 version 10.2 for BlackBerry smartphones enrolled as Work and Personal - Regulated under the IT Policy rule Install Apps From Other Sources.
| x |
- How to check the model number and version of the operating system on a BlackBerry smartphone KB23393
KB23393 How to check the model number and version of the operating system on a BlackBerry smartphone
Environment
BlackBerry Device Software 4.5 to 5.0
BlackBerry 6 to 7.1
BlackBerry 10
Overview
Follow these steps to determine the version of BlackBerry Device Software or BlackBerry 10 OS is installed, as well as the model number of the BlackBerry smartphone.
On BlackBerry 10 OS
Swipe down from the top bezel.
Tap Settings.
Tap About.
The BlackBerry model information is listed under Model and Model Number.
The BlackBerry 10 OS Software Release version is listed under Software Release.
Further version information can be located by tapping the Category drop-down and selecting OS.
From the OS screen the OS Version is listed under OS Version.
On BlackBerry 6 and BlackBerry 7
Open the Options application on the BlackBerry smartphone (sometimes this is within a folder called Settings).
Select Device
Select About Device Versions from the list.
The BlackBerry model number will be on the first line
The BlackBerry Device Software version will be the first set of numbers on the third line.
On BlackBerry Device Software 4.2 to 5.0
Open the Options application on the BlackBerry smartphone (sometimes this is within a folder called Settings).
Select About from the list.
The BlackBerry model number will be on the first line
The Device Software version will be the first set of numbers on the third line.
| x |
- Outlook Notes import into Evernote
Make sure Outlook is closed. Install Evernote. Log in to Evernote. Open Outlook. There should be a "Add to Evernote" toolbar button. Even if there is not, you should be able to do the following:
1. Set up a folder in Evernote for your Outlook Notes (optional, but I wanted all my Outlook Notes to NOT be imported into the same folder as other Evernote Notes):
If you want your Outlook Notes in a particular Evernote folder, in Evernote create the folder that you want the Outlook Notes to go to by clicking "File" on the Menu bar > "New Notebook" (or just hit ctrl+shift+n). A pop-up window opens where you name your Notebook (I selected the "synchronized notebook" radio button to ensure I have access to these notes on other computers and/or devices).
2. In Outlook, go to your Notes, select one of the Notes (don't double-click on it to open it, just have it highlighted), then on the menu bar click edit > select all. All of your Outlook Notes should be highlighted.
Right-click on the highlighted Notes and select "Add to Evernote".
An Evernote pop-up window comes up where you can specify any particular tags you want on the notes, and select the Notebook from the dropdown list you want the Notes to be imported into.
Click on "Add Notes".
Your Outlook Notes will now import into Evernote.
Make sure Outlook is closed. Install Evernote. Log in to Evernote. Open Outlook. There should be a "Add to Evernote" toolbar button. Even if there is not, you should be able to do the following:
1. Set up a folder in Evernote for your Outlook Notes (optional, but I wanted all my Outlook Notes to NOT be imported into the same folder as other Evernote Notes):
If you want your Outlook Notes in a particular Evernote folder, in Evernote create the folder that you want the Outlook Notes to go to by clicking "File" on the Menu bar > "New Notebook" (or just hit ctrl+shift+n). A pop-up window opens where you name your Notebook (I selected the "synchronized notebook" radio button to ensure I have access to these notes on other computers and/or devices).
2. In Outlook, go to your Notes, select one of the Notes (don't double-click on it to open it, just have it highlighted), then on the menu bar click edit > select all. All of your Outlook Notes should be highlighted.
Right-click on the highlighted Notes and select "Add to Evernote".
An Evernote pop-up window comes up where you can specify any particular tags you want on the notes, and select the Notebook from the dropdown list you want the Notes to be imported into.
Click on "Add Notes".
Your Outlook Notes will now import into Evernote.
| x |
Third Party Apps- Unable to use Twitter for BlackBerry smartphones on a BlackBerry smartphone that is activated on BlackBerry Enterprise Server with MDS HTTP authentication enabled KB22014
KB22014 Unable to use Twitter for BlackBerry smartphones on a BlackBerry smartphone that is activated on BlackBerry Enterprise Server with MDS HTTP authentication enabled
Environment
BlackBerry Enterprise Server 4.x
Twitter for BlackBerry smartphones
DT 608534
SDR248632
Overview
For RIM internal use only, not for external distribution
If MDS HTTP authentication support is enabled, Twitter® for BlackBerry® smartphones cannot be used.
Resolution
Upgrade to BlackBerry Enterprise Server 5.0 or higher.
Workaround
To workaround this issue, disable MDS HTTP authentication support on the BlackBerry Enterprise Server.
Additional Information
To re-produce this issue, complete the following steps:
Install BlackBerry Enterprise Server
Enable MDS HTTP authentication
Create a new IT policy specifying the following options:
Policy Group: Service Exclusivity
IT Policy: All Other Browser Services
Value: False
Assign the IT policy to a BlackBerry smartphone user
Attempt to sign in to Twitter for BlackBerry smartphones
Expected Result: The user can log into Twitter for BlackBerry smartphones successfully
Actual Result: The user cannot log in and the error displayed is "The username/password combination provided is incorrect. Please try again."
Note: If the BlackBerry smartphone user was signed into the Twitter for BlackBerry smartphone application when this policy arrived on the BlackBerry smartphone, Twitter for BlackBerry smartphones will display the error “Twitter services are currently unavailable”
| x |
- Invalid or Expired Token error appears when attempting to launch Twitter for BlackBerry smartphones KB21216
KB21216 Invalid or Expired Token error appears when attempting to launch Twitter for BlackBerry smartphones
Environment
BlackBerry® Device Software version 4.5 to 5.0
Twitter® for BlackBerry® smartphones
BlackBerry® 7
BlackBerry® 6
DT 487037
Overview
After opening Twitter® for BlackBerry® smartphones, an error appears stating Invalid/expired Token and no content is displayed. Clicking Retry fails to retrieve any content.
Resolution
Upgrade to the latest version of Twitter for BlackBerry smartphones.
For application updates to Twitter for BlackBerry smartphones, please check the App World™ storefront. For more information about the BlackBerry App World storefront, visit www.blackberry.com/appworld or visit the Twitter for BlackBerry smartphones page at http://www.blackberry.com/twitter
Workaround
To workaround this issue and access Twitter for BlackBerry smartphones successfully, complete the following steps:
Log out from Twitter for BlackBerry smartphones.
Log into the Twitter website and navigate to Settings (or select Profile then Edit your profile).
In the user's settings page, click on the Apps menu item
Once within Apps, locate and click on Revoke access. This button can be seen to the right of "Twitter for BlackBerry® by Research In Motion Limited".
Attempt to log in to Twitter for BlackBerry smartphones. Content will now load in Twitter for BlackBerry smartphones successfully. | x |
- How to add Facebook events to the Calendar application on the BlackBerry smartphone KB16331
KB16331 How to add Facebook events to the Calendar application on the BlackBerry smartphone
Environment
Facebook® for BlackBerry® smartphones
Overview
Facebook® for BlackBerry® smartphones is designed to allow BlackBerry® smartphone users to automatically save Facebook® events to the Calendar application on the BlackBerry smartphone when the response to the event is Yes or Maybe.
To turn on the Facebook event invitation option, complete the following steps:
Open the Facebook for BlackBerry smartphones application.
Press the Menu key.
Click Options.
Select the BlackBerry Calendar application check box.
Press the Escape key.
When prompted to save changes, click Yes.
Note: If the Facebook event is updated after it has been added to the Calendar application on the BlackBerry smartphone, the event in the Calendar is automatically updated as well.
Additional Information
If the the Facebook event option is turned on, on the first login, all existing and pending events from that day forward are added to the Calendar application on the BlackBerry smartphone. This only happens on the first login or after all data has been deleted from the BlackBerry smartphone.
| x |
- Automatic synchronization of Facebook friends' contact information and birthdays to the calendar and contact list on the BlackBerry smartphone KB20812
KB20812 Automatic synchronization of Facebook friends' contact information and birthdays to the calendar and contact list on the BlackBerry smartphone
Environment
FaceBook® for BlackBerry® smartphones 1.7.0.22 to 3.1.0.17
Overview
When running the FaceBook® for BlackBerry® smartphones setup wizard and selecting to connect the account with the calendar and contact list on the BlackBerry® smartphone, the updates do not appear to complete on the smartphone.
This is by design. Linked contacts are refreshed every seven days. This is so that FaceBook for BlackBerry smartphones is not always trying to update the contacts while the BlackBerry smartphone user is trying to use the application. This ensures the best performace of Facebook for BlackBerry smartphones and the BlackBerry smartphone.
| x |
PlayBook- SDP - Handling Reports of Lost or Stolen BlackBerry PlayBook Tablets KB29966
KB29966
When a customer contacts BlackBerry to advise that their BlackBerry PlayBook has been lost or stolen, please use the steps below to handle these incidents.
Note: If a customer calls to report that they have found a BlackBerry PlayBook, please advise the customer that we are unable to facilitate them with locating the owner of the device.
Customer Reports a Lost or Stolen Playbook
Interaction received where a customer reports their BlackBerry PlayBook as lost or stolen.
Advise the customer that we can take steps to have the device locked (which will prevent another user from registering the device), but are not able to track or locate the device.
Search for an existing incident or create a new RET incident.
Inquire if the customer has a password on their device. If yes, advise the customer of the information outlined in KB27664- How to Secure the BlackBerry PlayBook (focusing on the information noted under the Additional Information section). If no, proceed to step 5.
Gather the following information from the customer and document it in the Work Logs.
Note: The customer must provide a device identifier (PIN, BSN or Serial Number) in order to be locked. Without this information, the BlackBerry PlayBook will not be locked. Please advise the customer that we do not have sufficient information to lock the device.
Name
Phone Number
Address
Device information (PIN/BSN, and/or serial number)
BBID associated with the BlackBerry PlayBook
Has the device been lost or stolen?
Once all of the required information has been gathered from Step 5, send the customer the BDCS - Lost or Stolen Authorization Request template from RET. This email must be sent to and received from the email account associated with the BBID. If the customer does not have access to this email account, please advise the customer that we are unable to proceed with their request to have the device locked.
Once all of the required information has been gathered and the authorization request has been received complete a task (KB35896)
Advise the customer that a request has been submitted to have the Playbook blocked. Once the task is sent back with next steps follow-up with the customer.
Customer Locates a BlackBerry PlayBook that they previously reported as Lost/Stolen
Interaction received where a customer reports that they have located their BlackBerry PlayBook after reporting it lost or stolen.
Gather the following information and document it in the Work Logs:
Name
Phone Number
Address
Device Information (PIN, BSN, and/or Serial Number)
Once all of the required information has been gathered and the authorization request has been received complete a task (KB35896)
Support for BlackBerry PlayBooks that have Been reported Lost/Stolen
If you receive an interaction from a customer who would like support on a BlackBerry PlayBook tablet that has been disabled as lost or stolen, please follow the following steps:
Note: A Playbook can be identified as lost or stolen by entering the PIN into the provisioning web site; the results will show locked with a reason code of lost or stolen.
Do not disclose any information to the customer regarding the original request to have the BlackBerry PlayBook PIN locked.
Complete a task (KB35896) to inquire about next steps.
| x |
- SDP - Triaging PlayBook Incidents KB29965
Below are a few options customers who have BlackBerrry Playbooks may contact us:
Direct Customer calls a toll free number
UNSUPPORTED - We no longer support customers who call our IVR directly. Many customers will find a way into our phone system by coming through to the Sale/IBS selections (triage).
Please see Scenario #1 for more detail on handling these requests
Direct Customer submits a ticket through BlackBerry Entitlement and Registration (BBER).
This is the preferred method for direct customer support on Playbook
Please see the walkthrough for more details on how this is done by the customer
Please see Scenario #2 for more detail on handling these requests
TSupport Customer
They can call in or email on their existing TSupport contract.
Support them as you normally would
Carrier transfer
Playbooks purchased from the carrier may get transferred in by a carrier representative.
Support them as you normally would. This should be very low volume
.
Scenario #1 - Direct Customer calls for support
New Issues - On Dec 12th a change was made to our IVR to remove options for Playbook support.
If a customer gets through to the Sales/IBS line (triage) advise the customer that we provide technical/warranty support for Playbook via email only
Follow the steps below to qualify technical support requirements and warrant requirements before redirecting them.
In some cases they may not qualify for email support and we want to avoid the customer wasting their time.
The customer may purchase IBS at any time for voice support. Please direct them to the appropriate agent/queue for processing.
Existing Issues - A customer can still call in on an existing case and will be routed to a representative.
Open the existing case
If the case was created prior to December 12th, 2013, please continue to support the customer via voice.
If the case was created after December 12th, 2013, please advise the customer that someone will follow-up with them on their case via email.
Follow up with your leader if you see that the current case owner is not following up with the customer.
Scenario #2 - Customer submits a ticket through BBER
When the customer submits a ticket through BBER, they are provide 4 options for further support in the form they complete:
Help with setup and features of my BlackBerry PlayBook ( Technical Support)
Technical issues with the BlackBerry Playbook ( Technical Support)
Warranty inquiries and status (Warranty Support)
Other (undetermined)
Technical Support - Requirements:
Technical Support is only provided for the first 90 days after device setup. If the devices is re-sold that 90 days does not start again for the new owner. To confirm the dates complete the following:
BBER Requests:
Open the ticket in Remedy
View the Serial Number (PIN) in RET to find the PIN First Seen field
The customer is entitled to support 90 days as of this date. (E.g. This customer would be entitled until the end of July 23rd, 2011)
If they are within the first 90 days continue supporting the customer by creating a new email in the Remedy Ticket. Be sure to include the INC# in the subject line so the customer can follow-up.
If they are outside the first 90 days, please comple the email script below on how to reply via email in order to educate the customer.
Phone Requests:
If a direct customer calls into our IVR Sales/IBS (triage) line, a case will not be created for them as they are not entitled for phone support.
Before redirecting them appropriately, please validate the below information and inform the customer of their entitlement and support options.
Open an existing ticket you own (it doesn't have to be related to this issue). Do not create a new ticket for this step.
Paste the customers PIN in the Serial Number field
Click Search to view the PIN First Seen field.
If they are within the first 90 days advise the customer they are entitled for complimentary support. They can recieve technical suppor through BBER, but must submit the ticket in the first 90 days.
If they are outside the first 90 days please direct them to other options, see the phone scripts below.
Click cancel in RET when searching that PIN to avoid associating that PIN with your other ticket
Not Entitled for Technical Support:
BBER Requests (Script):
Create a new email in Remedy
Remove the INC# from the subject line.
Reply to the customer with these details of why they are not entitled to Technical Support
"Hello,
Thank you for contacting BlackBerry Support. Based on your selection you indicated you are looking for Technical Support on your BlackBerry Playbook.
Our records indicate the BlackBerry Playbook with PIN [insert] was first registered on [insert PIN First Seen Date].
Technical support is only complimentary for the first 90 days after [insert PIN First Seen Date]. This date is determined when the original owner first activates the device and goes through the out of box setup.
To assist you there are a number of self service options available at www.blackberry.com/gettingstarted to help resolve your issue. This includes our technical knowledge center, manuals, videos and forums.
If you are interested in purchasing BlackBerry Incident Based Support, please see our website for more detail. Go to www.blackberry.com/support, select Business. Find the Incident Based Support section.
There you will find our direct phone number and cost for IBS.
Thanks,
BlackBerry Customer Support
In Remedy set 'Customer Notifications = Disable'
Resolve the issue. Set the 'Resolution' to "Playbook Technical Support - Customer was not entitled for support".
Phone Requests:
Use the following speaking points to redirect the customer:
Our records indicate the BlackBerry Playbook you own was first registered on [PIN First Seen Date]
This date is determined when the original owner first activates and goes through the out of box setup.
Complimentary technical support is only provided for the first 90 days from that date
Provide the customer details on IBS and offer that as an option
Advise the customer there are also a number of self service options available at www.blackberry.com/gettingstarted
Warranty Support Requirements
Warranty Support is provided up to 1-5 years after date of purchase depending on the country of purchase. You can confirm in Remedy by looking at the serial (PIN).
Prior to setting up any RMA or continuing with the customer you should first qualify if they in fact need an RMA or the issue requires Technical Support. If it is clear they are requesting technical support, follow the steps above for entitlement.
If you are unsure if its technical or warrant and the customer is still within their warranty we can support them until that determination is made. Please follow-up with your leader for approval to continue and to document this instance.
Example:
PIN First Seen = Sept 1st, 2013 (Customer is not entitled for Technical Support)
Warranty Date = Aug 3rd, 2014 (Customer is within Warranty)
Every time the customer opens AppWorld the program closes and can't be used. This is most likely a software issue and may require further investigation, but you aren't sure.
Support the customer. If it is determined it is a software issue document for future reference.
If an RMA is determined, search CSO processes for further details based on the country or situation.
BlackBerry Entitlement and Registration - Walkthrough
These steps will guide the customer on registering for PlayBook Technical or Warranty support. Only advise if they are entitled and if the customer is having trouble on their own
Have the customer go to www.blackberry.com/playbookgettingstarted
Select from the Countries available
Click on the Contact Support tab
Enter your BlackBerry Tablet Serial Number. The serial number is the 12 digit number that is etched on the side of the device next to the USB port
Click Submit
If your device had never been registered, you must accept the T&Cs, complete the account information, and then submit to complete the registration.
If your device had been registered previously, you must enter in the associated email address when the acccount was previously setup.
If you then choose to submit an email it will start the process for a new request:
| x |
- How to connect to a wireless network using the BlackBerry PlayBook KB25956
KB25956 How to connect to a wireless network using the BlackBerry PlayBook
Environment
BlackBerry PlayBook
Overview
The BlackBerry PlayBook tablet can connect to the Internet using Wi-Fi. The Wi-Fi profiles are saved and will automatically connect the next time the tablet is within range of the saved Wi-Fi network.
Resolution
Connect the BlackBerry PlayBook automatically to a wireless network:
1. On the system tray, select Settings from the upper right corner of the PlayBook screen.
2. Select WiFi and ensure Wi-Fi Connectivity is ON
Note: The BlackBerry PlayBook should then begin searching for Wireless Networks.
3. Select the network to connect to.
4. If necessary, type the network password.
Note : If the network selected is an open network the BlackBerry PlayBook will obtain an IP address and will connect to that network. If the network has security enabled a password/passphrase will need to be entered for that network.
4. Click Connect the BlackBerry PlayBook should authenticate against that network and obtain an IP address.
Note: If the wireless network is set to broadcast it's SSID (Name of the Wireless Network) it will appear in the list. If the wireless network is hidden (SSID not set to broadcast) it will not appear in the list. SSID will have to be entered manually.
Connect the BlackBerry PlayBook manually perform the following steps:
1. Click Manually Connect.
2. Enter the SSID (Wireless Network Name). If the network is hidden, select Hidden SSID.
3. Select the security type WEP, WPA Personal, WPA2 Personal, WPA Enterprise, WPA2 Enterprise and specify any additional information.
4. Click Connect or Save the PlayBook should authenticate against that network and obtain an IP address. | x |
- How to disconnect the BlackBerry Bridge and delete a paired device from the BlackBerry Playbook KB26677
KB26677 How to disconnect the BlackBerry Bridge and delete a paired device from the BlackBerry Playbook
Environment
BlackBerry® PlayBook™
BlackBerry® Bridge
Overview
In some circumstances there might be a need to remove the BlackBerry® Bridge connection.
Follow the below steps to disconnect the BlackBerry® Bridge and delete the paired device from the BlackBerry® Playbook™:
Note the following steps are performed from the BlackBerry Playbook.
1. Select the Options icon from top right corner of main screen.
2. Select the BlackBerry® Bridge item from the left side.
3. Select the Disconnect button from the bottom right side.
4. Select the Bluetooth menu item from the left side menu from within the Options.
5. Select the Pencil button.
6. Click the Trash icon beside the paired BlackBerry Smartphone.
| x |
- Upgrading BlackBerry PlayBook Tablet OS results in the error "Sign in Failed. Unknown server error (-6)" when entering or creating a BlackBerry ID KB27631
KB27631 Upgrading BlackBerry PlayBook Tablet OS results in the error "Sign in Failed. Unknown server error (-6)" when entering or creating a BlackBerry ID
Environment
BlackBerry® PlayBook™ Tablet
DT 1455643
PR 100577
Overview
After updating the BlackBerry® PlayBook™ Tablet OS the following error is presented Sign in Failed. Unknown server error (-6) when attempting to sign in or create a new BlackBerry® ID.
Resolution
Update to BlackBerry PlayBook Tablet OS 2.0, see workaround for more information.
Workaround
Reload the BlackBerry Tablet OS using BlackBerry Desktop Software
Ensure BlackBerry Desktop Software 6.0.2 or higher is installed on the computer.
Ensure the computer has an internet connection
Launch the Desktop Software
Turn off the PlayBook
Connect the PlayBook to the computer
When prompted with BlackBerry Desktop Software cannot communicate with the connected device, click Update and allow the update to be downloaded and installed on the BlackBerry PlayBook.
| x |
- How to load software onto a BlackBerry 10 smartphone or BlackBerry PlayBook in a broken state KB27366
KB27366 How to load software onto a BlackBerry 10 smartphone or BlackBerry PlayBook in a broken state
Environment
BlackBerry 10
BlackBerry PlayBook
BlackBerry Link
BlackBerry Desktop Software 7.1
BlackBerry Desktop Software 2.4 (Mac OS)
Overview
For BlackBerry internal use only. Not for external distribution.
Note: This Knowledge Base article is only to be used when another Knowledge Base article specifically states to follow these procedures and all required information has been collected, otherwise, the steps in this Knowledge Base article are not to be performed.
Continue to escalate all undocumented issues.
BlackBerry 10 smartphones and BlackBerry PlayBook Tablets version 2.1 or later
Ensure that BlackBerry Link is installed on the PC or Mac OS
Ensure the computer has an Internet connection.
Launch the BlackBerry Link Software.
Note: A backup of the BlackBerry device should be tried before a reload.
Turn off the BlackBerry device. Make sure there are no flashing LEDs and that the LCD is not still being lit by the backlight. If there are any flashing LEDs, hold the power button for 15 seconds until the LEDs stop.
Connect the BlackBerry device to the computer.
When prompted with Cannot communicate with device, click Restore or Reload and then click yes allow the update to be downloaded and installed on the BlackBerry device.
If the restore button is not seen press the vertical dots in the lower right corner of BlackBerry Link and select disconnected device. Highlight the disconnected device you are working with and attempt steps 4 to 6 again.
Warning: If the BlackBerry PlayBook user is travelling outside of the country, this software reload will result in applications not available in that region to no longer be available for the BlackBerry PlayBook, see KB27203 for more information.
Note: If you you are using this article to reload a BlackBerry PlayBook tablet you may use Desktop Software 7.1 for PC or Desktop software 2.4 for Mac if the customer has it already installed. If they do not please use BlackBerry Link.
PlayBook Tablets using Desktop Software 7.1 or Desktop Software 2.4 for Mac
Ensure that BlackBerry Desktop Software 7.1 is installed on your PC or BlackBerry Desktop Software 2.4 (Mac OS)
Ensure the computer has an Internet connection.
Launch the BlackBerry Desktop Software.
Note: A backup of the BlackBerry PlayBook should be tried before a reload.
Turn off the BlackBerry PlayBook. Make sure there are no flashing LEDs and that the LCD is not still being lit by the backlight. If there are any flashing LEDs, hold the power button for 15 seconds until the LEDs stop.
Connect the BlackBerry PlayBook to the computer.
When prompted with BlackBerry Desktop Software cannot communicate with the connected device, click Update and then click Repair allow the update to be downloaded and installed on the BlackBerry PlayBook.
Warning: If the BlackBerry PlayBook user is travelling outside of the country, this software reload will result in applications not available in that region to no longer be available for the BlackBerry PlayBook, see KB27203 for more information.
| x |
- The error "Unable to display the BlackBerry ID agreement" during setup of the BlackBerry PlayBook KB26582
KB26582 The error "Unable to display the BlackBerry ID agreement" during setup of the BlackBerry PlayBook
Environment
BlackBerry PlayBook™ tablet
Wi-Fi network
Overview
During the BlackBerry PlayBook™ tablet setup, a prompt is displayed to select a country for the BlackBerry ID agreement. When a country is selected the following error is displayed:
Unable to display the BlackBerry ID Agreement. Please select your country and language, then try again.
Cause
Depending on the type of Wi-Fi network the BlackBerry PlayBook is configured to connect to, there may be multiple causes for this issue. See the resolution section.
Resolution
Cause 1
If attempting to connect the BlackBerry PlayBook to a Wi-Fi Hotspot, the username and password must be entered to obtain Internet connectivity.
Resolution 1
When the BlackBerry PlayBook tablet has successfully connected to a Wi-Fi HotSpot, a Hotspot Setup button appears at the bottom left.
Click on the Hotspot Setup button, and this will open a window to enter the username and password.
Cause 2
If attempting to connect the BlackBerry PlayBook to an enterprise Wi-Fi environment, the connection may use a Proxy to access the Internet.
Resolution 2
Verify that the Proxy information has been entered correctly in the Wi-Fi setup on the BlackBerry PlayBook.
On the Connect to Wi-Fi screen, Click Manually Connect to Network.
Select the Security Type and settings for the enterprise Wi-Fi network
Ensure Use HTTP Proxy is checked
Enter the correct Proxy information (Proxy Server, Proxy Port, Username, and Password).
For additional information on Wi-Fi setup, please refer to the following:
KB26228 - Getting started with BlackBerry PlayBook tablet initial setup
KB26096 - Troubleshooting Wi-Fi and networking on the BlackBerry PlayBook tablet
| x |
- How to change the payment method in BlackBerry App World for either the BlackBerry PlayBook or BlackBerry smartphone KB26621
KB26621 How to change the payment method in BlackBerry App World for either the BlackBerry PlayBook or BlackBerry smartphone
Environment
BlackBerry App World™ for BlackBerry® smartphones
BlackBerry App World™ for BlackBerry® PlayBook™
BlackBerry® ID
Overview
To change the payment method for BlackBerry App World on a BlackBerry PlayBook tablet, or BlackBerry smartphone, complete the following:
From a PC or a Mac
Visit http://appworld.blackberry.com/webstore/ .
Click the Sign In link in the upper right area of the website.
Enter a BlackBerry® ID username and password, then click Login.
This will then return to the BlackBerry App World Featured Items carousel. In the upper right area of the website, click My Payment Options.
Select the method of payment to change to, then click Next.
Depending on the method of payment selected, fill in the required information to proceed.
A prompt will be presented to confirm the change of payment options.
Note: When visiting BlackBerry App World storefront on a Mac, a prompt will advise that some features are not compatible with this operating system. Select Continue Browsing to continue into the BlackBerry App World storefront to browse applications and change the payment method for the BlackBerry ID. Synchronizing applications using a wired connection to the BlackBerry smartphone is NOT supported on the Mac at this time.
From a BlackBerry PlayBook
Tap the App World icon from the home screen.
Swipe down the top bezel.
Tap Payment Options.
Sign in with your BlackBerry ID.
Select the Payment Option (PayPal or Credit Card).
If selecting PayPal, enter the password and tap the Authenticate button. A Payment Options confirmation prompt will displayed. Tap OK.
If selecting Credit Card, enter the proper information and place a check where it says: I authorize Digital Rivers Inc. to charge my credit card for BlackBerry App World Purchase. Tap Save.
Sign in with your BlackBerry ID. Payment Options confirmation prompt will displayed. Tap OK.
From a BlackBerry smartphone
Launch the App World application.
Go to My Account.
Go to Payment Options.
Verify the BlackBerry ID.
Select the preferred method.
If selected Bill through the carrier, a Payment info saved will displayed.
If selected Credit Card, enter the credit card information and select Save, a Payment info saved will displayed.
If selected PayPal, log into PayPal to verify the account and complete the payment set up, a Payment info saved will displayed.
Note: In order to use the option to charge to your wireless bill, you would need a BlackBerry smartphone associated to the same BlackBerry ID as the BlackBerry PlayBook and this option would need to be supported by the wireless carrier.
| x |
Transfer- SDP - Transferring an Incident Outside Your Group (Electronic or Voice) KB30093
KB30093
Please be mindful of checking on KB30093 for proper Transfer Process.
Sales (follow KB30024)
1. If the customer wishes to purchase any of the following services/items, please refer to the email addresses/links provided on the KB article (depends on the region):
· BTSS contract renewal (T-Support contract renewal)
· Purchase of additional named callers
· Update of their BTSS contract
· Request for quotes
· BTSS Refunds (T-Support contract refunds) - Purchase must have been made from BlackBerry, otherwise, redirect the customer to their point of purchase.
· BES Trade up or Unlock Keys
· BlackBerry software – BES, CALs etc.
2. If the customer wishes to speak to an associate (English only), transfer to 1-585-413-5458 (this line is available Mon-Fri from 9AM - 5PM EST).
** CALs for BES 10.1 can only be purchased through the customer's preferred VAR. Do not transfer these purchase inquiries to a sales associate.
ShopBlackBerry (follow KB33099)
1. If the customer is experiencing a technical issue with a device which has been purchased from ShopBlackBerry (dial 1-801-384-1318).
2. If the customer would like to follow up on an order (device) made through ShopBlackBerry (dial 1-866-957-0761).
** For follow up on accessories, send an email (using RET) to "blackberry.en.cs@digitalriver.com" including the customer's name, contact information and the details of their request.
RMA (dial 265057)
1. Customer requests for smartphone warranty (device purchased from ShopBlackBerry) - troubleshooting steps have been exhausted.
2. Customer requests for PlayBook warranty - troubleshooting steps have been exhausted.
3. Existing RMA case (Porsche, PlayBook, and BB10).
BCC - Associate (KB30147) - Email transfer ONLY
1. If customers have the problems below then can use the webform within BESC to submit an issue into BlackBerry for investigation.
· Unable to login, password & username issues
· Locked out
· Features not working (downloads not showing, named caller changes)
2. If the customer asks for copy of Invoice Request for a Product or Service.
3. Existing BCC - Associate (voice/email) case.
TP-Triage (dial 1-801-384-1321)
1. Customer agreed to proceed with the fee based support (49 USD/ 249 USD).
Enterprise Team - Internal BCTS (dial 6260 - Mon-Fri, 9am - 9pm EST)
1. If the customer has pre-sales technical inquiries for BES or CAL (example: What are the system requirements for…?) - follow KB30024.
2. If the customer has a BES-related technical issue (valid SRP ID and Subscription code/Carrier code should be provided)
3. Existing BCTS case.
Enterprise Team - TP (dial 265001)
1. If Internal BCTS is unavailable.
Porsche (dial 1-877-644-8410/ 265051)
2. If the customer has a Porsche-related issue.
Kindly utilize the KB articles provided for further details and do not forget that a ticket should be created for these transfers.
When in doubt, don’t hesitate to approach the Support team.
| x |
- BTS Consumer - SDP Escalation Support Process (NEW) KB35896
KB35896
Determining the Escalation point
Escalating to BTS Consumer - Tier 3 (TASK)
When to use:
When troubleshooting Consumer customer issue. This includes but is not limited to
BBOS application and device issues
BB10 application, device
BB10 mail integration issues (Remember that BB10 does not use BIS for mail integration. It is a client that works directly with the mail server. Do not send integration issues to the NOC/BBOPs)
Desktop Manager/Link (Installation, Synchronization, Device Detection)
BlackBerry PIM issues (Calendar, Tasks, Memo Pad)
When you have exhausted all troubleshooting steps, KBs and needs further direction
When you need assistance with log review
How to Complete:
Click on the Tasks Tab in RET
From the Task Template Name field choose: SDP - Consumer Escalation Engagement Template
Update the Task Summary field to indicate the problem statement
Update the Task Notes field with what is request
Do not change the Assignee Group (By Default it should be set to Consumer)
Leave the Assignee field blank
Click Create Task
Turnaround time and Setting Customer Expectations:
Advise the customer that you will need to engage a higher level of support to review the issue and help provide next steps.
They will be contacted in the next 24 hours with an update on the status of the investigation
Pend your case for 24 hours so you can follow-up to advise the customer of the status.
Internally BlackBerry Tier 3 will target a turn around of 24 hours to respond to the task with next steps.
Once the task is assigned back to you with next steps you will get a notification in your email.
For more information on Managing Tasks see 'KB231187 - Using Tasks in RET'
Escalating to NOC/BBOPs (TASK)
When to use:
To be used specifically for issues on products that are managed by the NOC. This includes:
BIS (BlackBerry Internet Service) - Unable to integrate an account(Hotmail, Gmail, etc), Unable to receive service books, Unable to send/receive email, etc.
Provisioning Issues - Unable to add BlackBerry Services to a device
Unable to send Pin to Pin (P2P)
Request to block a PIN on the BlackBerry Network (NOC)
When you have exhausted all troubleshooting steps, KBs
How to Complete:
Determine the appropriate template to use:
BBOPS CSO - Generic Escalation Template - This is the default template to use. Include all symptoms, troubleshooting steps, time stamps, testing, etc.
BBOPs CSO - PIN Blocked on Relay - This should be used when Provisioning shows a blocked code such as 105, 108,111, 112, etc.Provide clear details on why it needs to be unblocked
SDP PIN Block Request - To be used when request a PIN be blocked.
Click on the Tasks Tab in RET
From the Task Template Name field choose: One of the 3 templates above
Update the Task Summary field to summarize what the problem is
Update the Taks Notes field to provide additional environment information, Details and Examples
Do not change the Assignee Group (By Default it should be set to NOC Global)
Leave the Assignee field blank
Click Create Task
Turnaround time and Setting Customer Expectations:
Advise the customer that you will need to engage a higher level of support to review the issue and help provide next steps.
They will be contacted in the next 24 hours with an update on the status of the investigation
Pend your case for 24 hours so you can follow-up to advise the customer of the status.
Internally the NOC will target a turn around of 24 hours to respond to the task with next steps.
Once the task is assigned back to you with next steps you will get a notification in your email.
For more information on Managing Tasks see 'KB231187 - Using Tasks in RET'
Escalating to BTS Consumer - Tier 3 (PHONE - RED Customers/Critical Issues)
When to use:
When dealing with a critical issue and the customer is RED
When the customer insists on being escalated live to the next tier
When the customer issue has been going on for a long time with no resolution
How to Complete:
Update your case notes with clear details of what has been accomplished and next steps.
Use KB30093 to understand the Consumer transfer points for your group
Call the appropriate queue to transfer.
Escalating to Customer Loyalty
When to use:
When you've reviewed KB30272 - How and When to Engage Customer Loyalty and decide it meets the criteria for engagement
How to Complete:
Click on the Tasks Tab in RET
From the Task Template Name field choose: SDP - Customer Loyalty Engaement Template
Leave the Task Summary field unchanged
Update the Task Notes field with what is request in the template
Do not change the Assignee Group (By Default it should be set to Customer Loyalty)
Leave the Assignee field blank
Click Create Task
Turnaround time and Setting Customer Expectations:
Advise the customer that you have escalated their concerns for review. We will provide them with a status update within 48 hours. Pend the case using the standard Incident Management
Do not advise their case has been escalated by Customer Loyalty. It may be taken over by Customer Loyalty but we do not want to set that initial expectation.
Suggested Script: We take your concerns very seriously and we are going to investigate this further, either myself or a member from another BlackBerry team will be in contact with you within 48 hours.
For more information on Managing Tasks see 'KB231187 - Using Tasks in RET'
Exceptions and Guidance - Additional Information
Legacy Devices (BBOS 5.X, 6.X and 7.X)Always ensure the customer is on the latest software. Use the BlackBerry Agent Portal to identify.
Perform a KB search for symptoms reported by end user including any specific error codes. If no corresponding article is available the following KBs can be used to reload the software and retest the situation.
KB03621 - How to reload BlackBerry Device software and applications using BlackBerry Desktop Software
KB15548 - How to reload BlackBerry Device Software when all other attempts fail
If you think it is a configuration issue you can wipe the device and test using the following article:
KB14058 - How to delete all data and applications from the BlackBerry smartphone using the Security Wipe option
JVM and App error issues are most likely to have corresponding KB articles outlining the existence of a known issue. Follow the workaround steps for these cases in the corresponding KB article:
KB24395 - "Error 523", "App Error 523", or "JVM 523" appears on the BlackBerry smartphone
KB14115 - "APP Error 200 Reset" appears on the BlackBerry smartphone
For legacy BBOS please avoid escalating software defects and configuration issues that are not critical to core functionality. Provide relief and work around suggestions to get the user back in functioning state. Redirect to the carrier if it involves an issue with their infrastructure (e.g. call disconnects).
Hosted Password Resets:
Follow current process – KB30139 – Hosted Mailbox Password Reset Request
BlackBerry ID:
Perform a KB search for any specific error message or issue that the customer may be experiencing. Also note that BBID issues may manifest themselves in BlackBerry World and BBM issues.
Reference these KBs to help reset or change the BlackBerry ID account.
KB26361 - How to change or reset the BlackBerry ID password
KB28212 - "Unable to login to your BlackBerry ID account" or "Unable to update your BlackBerry ID account information" error occurs on a BlackBerry smartphone running BlackBerry 7
KB26694 - How to change the BlackBerry ID on a BlackBerry PlayBook tablet or BlackBerry smartphone
If the customer insists or troubleshooting requires the BlackBerry ID to be deleted follow this process:
KB32988 - SDP - Handling Requests to Have a BlackBerry ID Account Deleted
Legacy BlackBerry Desktop Manager (Not applicable to Link):
Issues related to Desktop Manager should not be escalated into BlackBerry. We are no longer Developing future releases or fixes for this product.
Issues found at this current state will need to be supported using workarounds leveraged via KB articles (referenced below)
KB15877 - BlackBerry Desktop Manager and BlackBerry Device Manager do not detect a connected BlackBerry smartphone
KB02206 - How to perform a clean uninstall of the BlackBerry Desktop Software or BlackBerry Link
Playbook:
We are no longer providing significant software updates for Playbook unless it is required to fix basic functionality.
Perform a KB search for symptoms reported by end user including specific error codes. If no corresponding article is available, the following KB article can be used to reload the device in an attempt to get it back in a working state
KB34045 - How to clean reload BlackBerry 10 OS or BlackBerry PlayBook OS using BlackBerry Link
PIN Block Requests
If working with a carrier representative from LATAM or US advise them to use the PIN block took within their BlackBerry Partner Support Portal (This portal is similar to the BASC but available for carrier reps).
For other requests follow current processes:
KB32682 – SDP – Disabling Lost or Stolen Device
KB32885 - SDP - Spanish and Brazilian Portuguese - PIN Block Requests
BlackBerry World Refunds
Advised the customer to use the following web form formal AppWorld refund requests. This will open a new ticket for the customer.
http://ca.blackberry.com/support/apps/blackberry-world/overview.html
Carrier Rep has an issue with our Provisioning tool or the BlackBerry Email Administration Tool (e.g. Usernames/passwords don't work)
Advise the Carrier rep to reach out to their account administrator. If they have already advise for them to reach out to their BlackBerry Support Account Manager or Carrier Service Manager.
You can find the name of the Support Account Manager within BASC using the Carrier Search tool.
You can also reach out and email the SAM to provide them the details.
| x |
- Handling Shop BlackBerry Inquiries KB33099
KB33099
Customer Support Options for Shop BlackBerry Customers:
Existing Orders, New Orders or Warranty Inquiries for Accessories:
1. These issues will be supported by our Shop BlackBerry Vendor (Digital River)
2. The customer will go to the shop blackberry site for their country (e.g. US = www.shopblackberry.com, CAN = www.shopblackberry.ca)
3. They'll click on Help.
4. Within the Help Section there are a number of self service options available to track their order, shipping, ect.
5. If the customer still needs help they can click the 'Contact Customer Service' link within that page
6. This will provide a link to a form below Order Support
7. This will send an request to the Shop BlackBerry Vendor for follow-up.
---------------------------
Technical Support and Warranty Support:
1. Technical Support Issues are supported iniatially by our Service Delivery Partners.
2. The customer will follow the steps above to get to the Help Site within their countries Shop BlackBerry website
3. Once the customer clicks on 'Contact Customer Service' there is a section for Technical Support.
4. 'Click Here' will link to a form for the customer to complete
5. Once complete it will create a ticket in a RET group (depending on language and the site they used). E.g. Consumer Direct Support > BlackBerry to Customer - ShopBB > Consumer
6. An Agent will then follow-up with next steps
------------------------------
If you receive a Shop BlackBerry inquiry over the phone:
1. Determine if the customer requires Order Support or Technical/Warranty Support
2. If the customer requires Order Support
- Provide them the steps above in order to use the support on the Web or complete a form for support.
3. If the customer requires Technical Support
- Update the RET ticket (if one exists)
- Warm transfer the customer to our Internal Partner at 1-801-384-1318
- If it is busy, transfer the case to Consumer Direct Support > BlackBerry to Customer - Shop BB > TP Consumer. Advise the customer that someone will follow-up in the next 24 hours
---------------------------
Supporting Shop BlackBerry Requests - Directions for Agents
For the agents that support or pickup a Shop BlackBerry ticket, please review the following detail for direction:
To review an order in Shop BlackBerry:
- Collect the order number and log in RET
- Log into BASC
- Select Product Tools and then Consumer Purchases
- Click on the Digital River Support Site
- Select Customer Service and then Search Orders.
- Search Order Number
- This will provide a Summary (under Notifications) of when the device was purchased (Order Date)
------------------
Technical Support and Warranty (RMA)
Once it has been determined that the RET request is a technical issue support the customer as usual and troubleshoot the problem. Should it require escalation use your standard process for getting to the next Tier of support.
If during troubleshooting it is determined that the device needs and RMA, follow KB35076 which allows BlackBerry to do an RMA for a device purchased on Shop BlackBerry.
-------------------
Refunds:
In some case the customer may inquire with Technical Support about a refund. Try and help the customer throubleshoot the problem and if required they could do an RMA (for a broken device).
If they truly aren't satisified then see the details below for conditions on refunds from Shop BlackBerry device purchases.
- Refunds can only be provided by Digital River within the first 30 days of purchase.
- Before redirecting the customer please help troubleshoot the issue and look for resolution.
- The customer can find the refund policy details by following the steps above to get to the help section within Shop BlackBerry.
- Within the Help page there is a section for Refund Policy
| x |
- Functional Escalation - How and When to Escalate an Incident KB22582
KB22582
Tier 1 Escalating to Tier 2
Tier 1 representatives should escalate an incident in the following situations:
A valid BTSC article cannot be found.
A resolution attempt based on a BTSC article was unsuccessful.
All troubleshooting resources have been exhausted with no known next steps available.
The issue can only be resolved by another tier with access to specific tools and resources.
When escalating an incident, the following information must be provided verbally to the next tier of support:
Customer name
Incident number
Confirmation of validated phone number
High level overview of incident and confirmation of troubleshooting completed.
Note: Providing this information will ideally take about two minutes, depending on the complexity of the issue.
Tier 2 Escalating to Tier 3
Notes:
Prior to escalating an incident, Tier 2 is required to troubleshoot all incidents using the resources available to them. These include, but are not limited to:
go/btswiki
go/wikis
Integrity
Knowledge articles
Network notification emails
PRzilla
SDS threads
Walk ups/walk in clinic
Consultation with a TLA and/or Tier 3 resource is required, if possible, prior to escalation.
1. Once all resources have been exhausted or the Tier 2 representative has been advised by a TLA, TL or Tier 3 representative to escalate, the Tier 2 representative will escalate the incident to Tier 3 via go/escalate. Refer to KB31361 - Creating new Escalations in go/Escalate.
BTS consumer note: For carrier partner BIS admin and provisioning issues, refer to KB22956 - Escalating Carrier/Partner BIS Admin/Provisioning Tool Issues.
2. Once an incident has been escalated, the Tier 2 representative remains the owner of the RET incident and continues to be point of contact for the customer until it is determined that the Tier 2 representative is no longer assisting in the progression of the incident toward resolution. Upon that determination, the ownership of the incident will transfer to the Tier 3 resource. Otherwise, the Tier 2 representative will work side by side with the Tier 3 resource toward a resolution. If you are unsure if the incident is at a stage where the ownership needs to switch to the Tier 3 resource, please discuss the matter with your TL.
| x |
- How to Contact Language Services KB22085
KB22085 How to Contact Language Services
Language Line Services:
Number: 1-877-261-6608
6- Digit Client ID: 754064 + Option 2
BDCS/BPTS Dept Code: 6002
Personal Code/Cost Centre: 204018
| x |
Triage- SDP - Triage – BlackBerry Incident Based Support Guide KB30013
KB30013
General Information and Qualifying for BIBS
Prior to offering the customer BIBS, confirm that they are do not fall into one of the following scenarios:
Valid Carrier Code: Refer to KB30111 – Triage – Validating Carrier Reps for Technical Support
TSupport Contract within their agreed support hours – See KB30240 – Validating Callers for Support and KB22399 – Validating Customers for Support via Email
Complimentary Support – See KB30029 – Triage – Complimentary Support Assistance
Beta Zone Tester – See KB30276 – Beta Zone – Redirecting Requests for Support
The PIN must not be one identified as requiring automatic escalation – see KB29975 – Process for Handling PIN/IMEI Appears to be Modified or Does Not Match Within RET
The caller should be advised, if they do not fall into one of the above scenarios, that they may be eligible for BIBS.
A caller will need to provide the following information to be eligible for BIBS:
A valid credit card (American Express, MasterCard, or Visa)
Full mailing address
Phone number
Email address
BlackBerry device PIN (BIS or Handheld issue)
BlackBerry Enterprise Server SRP ID (BES Issues or device on BES).
Note: All BIBS charges are in US Dollars.
BIS Incident Support (BIS/Desktop/Handheld/Application and Accessory Support)
To qualify for this type of paid support the device must not be attached to a BlackBerry Enterprise Server.
Note: The exception to this rule is accessory support. The fee is BIS support regardless of whether the customer is on BIS or BES
If the caller meets criteria and agrees to a possible BIBS charge for support:
Advise the caller of the fee associated with speaking to our expert group.
Advise the caller that you will transfer their call to the appropriate team to process the credit card charge.
Work Logs are to include:
That caller agrees to BIBS charge.
A description of the customer’s issue.
That the caller is being transferred to BCC for BIBS processing.
Assign the incident to BlackBerry Technical Support, BlackBerry Customer Care, BCC – Associate.
Based on your location, assign the incident as outlined below:
TPCR - Transfer to SAP team
SGS - Assign the incident to SDP Teleperformance - BlackBerry Customer Care - TP Triage and warm transfer the customer to 801-384-1321.
BES Incident Support
To qualify for BIBS for BES, there must be 49 users or less on the BES. However, there are exceptions to this:
BES Express: no limit to number of users on BES to qualify.
BES Down: no limit to number of users on BES to qualify.
If the caller meets criteria and agrees to a possible BIBS charge for support:
Advise the caller of the fee associated with speaking to our expert group.
Advise the caller that you will transfer their call to the appropriate team to process the credit card charge.
Work Logs are to include:
That caller agrees to BIBS charge.
A description of the customer’s issue.
That the caller is being transferred to BCC for BIBS processing.
Based on your location, assign the incident as outlined below:
TPCR - Transfer to SAP team
SGS - Assign the incident to SDP Teleperformance - BlackBerry Customer Care - TP Triage and warm transfer the customer to 801-384-1321.
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- SDP - Triaging BB10 Switchblade Calls KB35724
The BB10 Switchblade line is provided to customers who purchases BB10 devices and want direct support. Below is a list of requirements.
Customer calls 1-877-552-5532
Customer must have a BB10
Customer must have purchased the device in North America
Customer must be calling within the first 14 days after activation
Please proceed with the following to validate entitlement for support. Do not create a new case unless the customer is entitled.
Clarify that the customer is calling in on a BB10 device:
Collect the BB10 PIN number from the customer
Enter it into BASC to confirm it is a BB10 device. If it is not a BB10 device please follow the script below.
Clarify that the customer is within 14 days of activation:
Using an existing RET ticket number enter the PIN (Serial Number) into the case
Review the PIN First Seen field. This is wehn the device was first setup through the Out of Box Expirence (WiFi or Cellular connection)
If 14 days from that date has past then they are not eligible for support. E.g. In this case the customer would have only been eligible until the end of 5/8/2011
If they are outside 14 days, please follow the script below.
Disputes / Exceptions:
In some cases the device may have been setup by the carrier prior to sale (do not share with the customer). If the customer disputes the activation date check the following:
Search the PIN in BASC
Review the Provisioning History. This will tell us when the device was setup on the cellular network. Look at the oldest date.
Click on BBID Associations. Review the Date for the current device. If the customer setup their BBID during the inital setup this should line up closely to the PIN first seen date and/or the Provisioning first seen date.
If this date is within 14 days, you please support the customer advising them that you do see in our records they activated withing 14 days. (In this case they have until then end of March 7th, 2014)
If the date is still outside 14 days, please follow the script below.
Clarify that the customer's device is active in North America
Enter the PIN into BASC to see the carrier it is attached to
Click on the carrier to find the details in BASC that shows the country that carrier is in.
If the country is not in North America, follow the script below.
Exception. The customer may have purchased the device in North America, but is using it on another wireless carrier.
This should be very rare as they would have to have done this within the first 14 days. If this is the case you can support the customer.
If the customer passes all those conditions you can offer them support, otherwise follow the scripts bellow for redirection.
Customer is not entitled for Support - Phone Scripts:
Use the following speaking points to redirect the customer (if applicable):
Non-BB10 requests:
Our records indicate the device PIN you are looking for support is not a BB10 device.
For support with your device please follow-up with your wireless carrier. If you have a BlackBerry Technical Support Subscription, please call our toll free number and use your TSupport code to reach an agent
If the customer insists on phone support, you can provide IBS as an option
Also advise the customer there are a number of self service options available at www.blackberry.com/gettingstarted
BB10 requests (outside of 14 days):
Our records indicate the BlackBerry PIN you own was first registered on [PIN First Seen Date]
This date is determined when the original owner first activates and goes through the out of box setup
Complimentary support on is only provided for the first 14 days from that date
For support with your device please follow-up with your wireless carrier. If you have a BlackBerry Technical Support Subscription, please call our toll free number and use your TSupport code to reach an agent
If the customer insists on phone support, you can provide IBS as an option
Also advise the customer there are a number of self service options available at www.blackberry.com/gettingstarted
# BB10 requests (outside of North America) | x |
- SDP - Triaging PlayBook Incidents KB29965
KB29965
Below are a few options customers who have BlackBerrry Playbooks may contact us:
Direct Customer calls a toll free number
UNSUPPORTED - We no longer support customers who call our IVR directly. Many customers will find a way into our phone system by coming through to the Sale/IBS selections (triage).
Please see Scenario #1 for more detail on handling these requests
Direct Customer submits a ticket through BlackBerry Entitlement and Registration (BBER).
This is the preferred method for direct customer support on Playbook
Please see the walkthrough for more details on how this is done by the customer
Please see Scenario #2 for more detail on handling these requests
TSupport Customer
They can call in or email on their existing TSupport contract.
Support them as you normally would
Carrier transfer
Playbooks purchased from the carrier may get transferred in by a carrier representative.
Support them as you normally would. This should be very low volume
Scenario #1 - Direct Customer calls for support
New Issues - On Dec 12th a change was made to our IVR to remove options for Playbook support.
If a customer gets through to the Sales/IBS line (triage) advise the customer that we provide technical/warranty support for Playbook via email only
Follow the steps below to qualify technical support requirements and warrant requirements before redirecting them.
In some cases they may not qualify for email support and we want to avoid the customer wasting their time.
The customer may purchase IBS at any time for voice support. Please direct them to the appropriate agent/queue for processing.
Existing Issues - A customer can still call in on an existing case and will be routed to a representative.
Open the existing case
If the case was created prior to December 12th, 2013, please continue to support the customer via voice.
If the case was created after December 12th, 2013, please advise the customer that someone will follow-up with them on their case via email.
Follow up with your leader if you see that the current case owner is not following up with the customer.
Scenario #2 - Customer submits a ticket through BBER
When the customer submits a ticket through BBER, they are provide 4 options for further support in the form they complete:
Help with setup and features of my BlackBerry PlayBook ( Technical Support)
Technical issues with the BlackBerry Playbook ( Technical Support)
Warranty inquiries and status (Warranty Support)
Other (undetermined)
Which ever one is chosen, that description will be found in the Summary field of the RET ticket. You will need this to qualify if the customer is inquiring technical support or warranty support based on their selection.
Technical Support - Requirements:
Technical Support is only provided for the first 90 days after device setup. If the devices is re-sold that 90 days does not start again for the new owner. To confirm the dates complete the following:
BBER Requests:
Open the ticket in Remedy
View the Serial Number (PIN) in RET to find the PIN First Seen field
The customer is entitled to support 90 days as of this date. (E.g. This customer would be entitled until the end of July 23rd, 2011)
If they are within the first 90 days continue supporting the customer by creating a new email in the Remedy Ticket. Be sure to include the INC# in the subject line so the customer can follow-up.
If they are outside the first 90 days, please comple the email script below on how to reply via email in order to educate the customer.
Phone Requests:
If a direct customer calls into our IVR Sales/IBS (triage) line, a case will not be created for them as they are not entitled for phone support.
Before redirecting them appropriately, please validate the below information and inform the customer of their entitlement and support options.
Open an existing ticket you own (it doesn't have to be related to this issue). Do not create a new ticket for this step.
Paste the customers PIN in the Serial Number field
Click Search to view the PIN First Seen field.
If they are within the first 90 days advise the customer they are entitled for complimentary support. They can recieve technical suppor through BBER, but must submit the ticket in the first 90 days.
If they are outside the first 90 days please direct them to other options, see the phone scripts below.
Click cancel in RET when searching that PIN to avoid associating that PIN with your other ticket
Not Entitled for Technical Support:
BBER Requests (Script):
Create a new email in Remedy
Remove the INC# from the subject line.
Reply to the customer with these details of why they are not entitled to Technical Support
"Hello,
Thank you for contacting BlackBerry Support. Based on your selection you indicated you are looking for Technical Support on your BlackBerry Playbook.
Our records indicate the BlackBerry Playbook with PIN [insert] was first registered on [insert PIN First Seen Date].
Technical support is only complimentary for the first 90 days after [insert PIN First Seen Date]. This date is determined when the original owner first activates the device and goes through the out of box setup.
To assist you there are a number of self service options available at www.blackberry.com/gettingstarted to help resolve your issue. This includes our technical knowledge center, manuals, videos and forums.
If you are interested in purchasing BlackBerry Incident Based Support, please see our website for more detail. Go to www.blackberry.com/support, select Business. Find the Incident Based Support section.
There you will find our direct phone number and cost for IBS.
Thanks,
BlackBerry Customer Support
In Remedy set 'Customer Notifications = Disable'
Resolve the issue. Set the 'Resolution' to "Playbook Technical Support - Customer was not entitled for support".
Phone Requests:
Use the following speaking points to redirect the customer:
Our records indicate the BlackBerry Playbook you own was first registered on [PIN First Seen Date]
This date is determined when the original owner first activates and goes through the out of box setup.
Complimentary technical support is only provided for the first 90 days from that date
Provide the customer details on IBS and offer that as an option
Advise the customer there are also a number of self service options available at www.blackberry.com/gettingstarted
Warranty Support Requirements
Warranty Support is provided up to 1-5 years after date of purchase depending on the country of purchase. You can confirm in Remedy by looking at the serial (PIN).
Prior to setting up any RMA or continuing with the customer you should first qualify if they in fact need an RMA or the issue requires Technical Support. If it is clear they are requesting technical support, follow the steps above for entitlement.
If you are unsure if its technical or warrant and the customer is still within their warranty we can support them until that determination is made. Please follow-up with your leader for approval to continue and to document this instance.
Example:
PIN First Seen = Sept 1st, 2013 (Customer is not entitled for Technical Support)
Warranty Date = Aug 3rd, 2014 (Customer is within Warranty)
Every time the customer opens AppWorld the program closes and can't be used. This is most likely a software issue and may require further investigation, but you aren't sure.
Support the customer. If it is determined it is a software issue document for future reference.
If an RMA is determined, search CSO processes for further details based on the country or situation.
BlackBerry Entitlement and Registration - Walkthrough
These steps will guide the customer on registering for PlayBook Technical or Warranty support. Only advise if they are entitled and if the customer is having trouble on their own
Have the customer go to www.blackberry.com/playbookgettingstarted
Select from the Countries available
Click on the Contact Support tab
Enter your BlackBerry Tablet Serial Number. The serial number is the 12 digit number that is etched on the side of the device next to the USB port
Click Submit
If your device had never been registered, you must accept the T&Cs, complete the account information, and then submit to complete the registration.
If your device had been registered previously, you must enter in the associated email address when the acccount was previously setup.
If you then choose to submit an email it will start the process for a new request:
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- SDP - Triage – Reports of Hoax/Chain Messages KB30036
- SDP - Triage –Handling Blacklisted Email Domains KB30206
KB30206
When a customer contacts BlackBerry stating that BlackBerry has blacklisted their domain, complete the following:
Note: Blacklisted email refers to situations when a customer reports that messages being sent by themselves and/or other people within their mail domain to hosted BlackBerry email accounts are being bounced back. There is a possibility that their mail server has been blacklisted by BlackBerry.
Search for an existing incident in RET and if none exists create a new one.
Advise the customer that they will be transferred to technical support free of charge unless it is identified that troubleshooting will be necessary.
The representative that received your interaction will need to be told that the call is non-BIBS unless troubleshooting is required.
Work logs are to include a detailed description of the customers issue and that they have been transferred to technical support free of charge.
Select the most appropriate Open Categories.
Transfer the incident. | x |
- SDP - Triage – Request for Accessory Support KB30137
KB30137
When a customer calls requesting technical support for a BlackBerry branded accessory, provide the following options:
Self service support options via BTSC.
Carrier support.
Point of sale support.
BIBS - refer to KB30013 - SDP - Triage – BlackBerry Incident Based Support Guide: BIS Section.
If the customer chooses to proceed with the BIBS option.
Work logs are to include a brief description of the issues, that the customer agreed to BIBs and that they were transferred to BCC, refer to KB30093 - SDP - RET - Transferring an Incident Outside Your Group.
Select the most appropriate Open Categories, and assign the incident.
If the customer has declined BIBS, work logs to include a brief description of the customer’s issue, the support options given to the customer and the option the customer has selected.
Select the most appropriate Open and Closed Categories.
Resolve the incident.
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- SDP - Triage - Media Inquiries KB30146
Examples:
I’m a reporter and would like an image of the BlackBerry.
I’m writing an article and would like to speak to someone about the new product features.
If a media representatives calls or emails in requesting information on or images of the BlackBerry completed the following:
Search for an existing incident in RET, if none exists created a new one.
From RET forward the customer’s email to pr@blackberry.com.
Note: If this is a voice interaction document the customers contact information and all inquiry details in a RET email and forward from the incident to pr@blackberry.com.
Work logs are to include a brief description of the customer’s issue and that you have forwarded their inquiry to pr@blackberry.com.
Select the most appropriate Open and Closed Categories.
Resolve the incident.
| x |
Service Provider Device Software Download
Service Provider BIS Website Verizon Wireless | https://vzw.blackberry.com/ | x |
 AT&T | https://att.blackberry.com/ | x |
 Telus | https://telus.blackberry.com/ | x |
 Bell | https://bell.blackberry.com/ | x |
 Boost Mobile | https://boostmobile.blackberry.com/ | x |
 Cincinnati Bell | https://cinbell.blackberry.com/ | x |
 Fido | https://fido.blackberry.com/ | x |
 Nextel | https://nextel.blackberry.com/ | x |
 Rogers | https://rogers.blackberry.com/ | x |
 Virgin Mobile | https://virginmobile.blackberry.com/ | x |
 Vodafone | http://vodafone.blackberry.com/ | x |
- How to log into the BlackBerry Internet Service account for T-Mobile KB13771
KB13771 How to log into the BlackBerry Internet Service account for T-Mobile
Environment
BlackBerry Internet Service® for T-Mobile
Overview
To log into a BlackBerry® Internet Service for T-Mobile® account, complete the following steps:
On a computer, navigate to to www.my.t-mobile.com
Select to Login from the top of the page
Enter the phone number of the BlackBerry smartphone and the T-Mobile account password
Note: If the password is forgotten, refer to the Additional Information section below.
Along the top of the page, under MobileLife, select Email and Text Tools
If an error is displayed when attempting to add an email address, refer to KB10453
Additional Information
If the password to the BlackBerry Internet Service for T-Mobile account is forgotten, complete the following steps:
On the T-Mobile login screen, click the Forgot your password hyperlink
Enter the phone number of the BlackBerry device
Click Next. A short message service (SMS) message containing the new password will be sent to the BlackBerry device
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SB2- BlackBerry 10 Direct Consumer Support Program KB34222
KB34222 BlackBerry 10 Direct Consumer Support Program
Customer Engagement
Selected US customers from T-Mobile, Verizon and AT&T will be contacted by email and PIN message to welcome them to BlackBerry. In the welcome message, as well as on our support websites, customers will be provided with a toll-free number to call if they have questions, comments, or require assistance setting up their new BlackBerry 10 device.
When a customer calls in response to one of these messages:
Welcome the customer to BlackBerry.
Thank them for choosing BlackBerry.
Offer any support that may be needed.
Gather feedback about their experience.
Should an escalation to another support tier be required to complete the interaction please follow normal support paths.
Note: If a customer contacts us as a result of the welcome messages but does not have a BlackBerry 10 device please provide them with their traditional support options. In the event the customer shows any hesitation in proceeding with those support options please provide full support as an exception.
Data Collection
In addition to taking this opportunity to support our customers and ensure they are up and running we also would like to gather as much information about their usage as possible.
For that we encourage you to engage in conversation with the callers regarding their experience with the BlackBerry 10.
Throughout the call, ask open-ended questions to encourage conversation. Document as much detail as possible on the following topics plus any other topics the customer wishes to discuss.
How was the set up experience?
Easy, Difficult, Why…
What other support have you received?
Retailer, carrier, BlackBerry, online, friends and family
How was the experience?
What features do you like best?
Corporate use, personal use...
Have you tried any of the apps yet?
Yes – Any favorites? Are there any other apps you were looking for?
No – Promote BlackBerry World, tons of great apps to choose from
Have you been a BlackBerry user for long?
Yes – That’s fantastic, thank you for staying with us! How do you like the new operating system compared to your previous devices?
No – Well thank you for joining us! What were you using before?
How have you found the switch?
What could BlackBerry do to really delight you as a customer?
Data Collection in RET
For every interaction received a new RET incident should be created, and all regular mandatory fields still apply.
To collect this data in RET use the below template in your work log entry and complete it as best possible on each interaction.
Note: Each interaction is unique and such questions may not apply. This is not a mandatory list, and you should look to gather details in a conversational fashion more than a question and answer fashion. If you do not feel comfortable asking certain questions during a call please do not force them into the conversation. Please leave such fields blank.
$#%$#%
## Valid BlackBerry 10 Device (Y/N)##
## Contact Method (PIN/Website) ##
## PIN/SRP ##
## How was Set Up Experience:(Easy/Difficult) + Short Text if Difficult ##
## Have you previously received support: (Y/N) + Short Text – Store/Online/Carrier Phone Support/BlackBerry ##
## Device Usage (Personal/Corporate) ##
## More Than One Device? (One/More) + Short Text if More ##
## New or Existing Customer (New/Existing)##
## Favorite Feature(Short Text)##
## Apps(Short Text)##
## What would we do to delight you as a customer?(Short Text)##
$#%$#%
It is important that all fields are added to the work logs including the $#%$#% fields.
Example Welcome Messages
PIN Message
Congratulations on the purchase of your new BlackBerry® Z10! If you need some help setting it up, or you've got feedback you'd like to share, we'd love to hear from you.
Get personal assistance with the essentials, including:
• Activating personal email accounts
• Navigating BlackBerry World™
• Transferring content from your previous smartphone
• Using BlackBerry® Messenger (BBM™)
Call 1-877-552-5532* and have your BlackBerry smartphone handy.
*Complimentary support available for 14 days from activation of the BlackBerry Z10. Offer available in the USA only. Complimentary support is available 24 hours a day, seven days a week. Subject to change.
This message was sent by or on behalf of BlackBerry.
To change your communication preferences, including unsubscribing from further marketing or commercial communications from BlackBerry, please click here: https://e.blackberry.com/servlet/campaignrespondent?_ID_=rimdm.5207&P=#CUSTOM2#.#CUSTOM3#.#CUSTOM4#. You may also unsubscribe by writing to: Attn: Unsubscribe GBO, BlackBerry, 295 Phillip St., Waterloo, ON, Canada, N2L 3W8.
BlackBerry has a long-standing policy of protecting customer privacy. Please take a moment to read BlackBerry’s Privacy Policy found here: http://us.blackberry.com/legal/privacy_policy.jsp.
© 2013 BlackBerry. All rights reserved. BlackBerry and related trademarks, names and logos are the property of Research in Motion Limited and are registered and/or used in the U.S. and countries around the world.
Invalid Volume
If you receive an interaction regarding an unsupported BlackBerry device, or invalid carrier follow the appropriate steps below:
BlackBerry PlayBook
For interactions related to BlackBerry PlayBook, advise the customer that you will transfer them to the appropriate BlackBerry PlayBook support line. There is no requirement to create a RET incident in these scenarios.
Devices other than US BlackBerry 10 Smartphones
For interactions related to unsupported BlackBerry 10 smartphones please provide the customer with all applicable support options (self-service, carrier redirect, BIBS etc.). If you feel the situation requires direct support, please transfer the customer to the BPTS support group within your site. In these scenarios, it is not required that you create a RET incident.
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