This article does not apply to BlackBerry 10 users.
There can be various reasons for send/receive failures on your device. Before troubleshooting the issue, please verify that your device is activated for BlackBerry Enterprise Service:
- Navigate to Services in HostPilot® Control Panel and click Blackberry.
- Verify that BlackBerry Service is checked for the user. If it is not checked, select the box next to the user and click the Proceed
buttomunder the list of users to proceed with activation.
- Ask the user to run Enterprise activation on the device.
Read the following Knowledge Base articles for detailed instructions:
- How do I enable BlackBerry wireless service for the user?
- How do I enable my BlackBerry using Wireless Enterprise Activation?
When you are sure that the user is activated for BlackBerry Enterprise Service, follow the troubleshooting steps below one by one until the issue is resolved.
Note: The BlackBerry page in HostPilot is located under Services > BlackBerry.
1. Ensure that the device status is "Running" and that "Redirection" is enabled.
Navigate to the BlackBerry page in HostPilot and click the name of the user. You will be redirected to the Device Status page. In the table:
- Check the Device Status field. It should be Running to receive messages. If the device status is Initializing, this means that the device was not activated. Read the Knowledge Base article on How do I enable my BlackBerry using Wireless Enterprise Activation? for instructions on how to activate the device.
- Check the Redirection field. It should be Enabled. If redirection is Disabled, please contact Support, or reactivate the device.
Read the Knowledge Base article on How to activate a new or replacement BlackBerry for more information.
2. Check network settings.
Go to Settings > Options > Network or Options > Network (Network Settings), depending on the device model. On BlackBerry 7100, select the Turn Wireless On option. On other BlackBerry models, follow these steps:
- In the Radio field, verify that the value is set to On.
- In the Roaming field, verify that the correct country is displayed.
- Verify that the Status is active, and then click the trackwheel. A menu will appear.
- Click Register Now and verify that the registration request is sent.
If you are unable to register the handheld or connect to the network, or you do not have the correct options displayed in the Roaming or Status fields, contact your service provider. If these settings are all correct, and you are able to register your BlackBerry, continue troubleshooting.
3. Check the device Signal Strength.
From the main menu of the BlackBerry device, go to the Tools or Options menu (depending on the device model), and choose the Status Menu. Make note of the Signal strength (for sending/receiving messages, this number should be between -40 and -98
Verify that GPRS, 1X, NXTL, or EDGE network status indicators appear in caps in the status section on the Home screen.
4. Check the date and time.
Go to Options, and then click Date/Time or navigate to Settings > Options > Date/Time (depending on the device model). If the date and time are incorrect, fix them, and then test to see if you can send or receive email.
5. Reset the device.
- Perform a soft reset. A soft reset is an alternative to a hard reset. It stops all applications running on the BlackBerry Wireless Handheld, then restarts them. To perform a soft reset on your handheld, press ALT-CAP-DELETE.
- If soft reset didn't help, perform a hard reset. To do this, remove and reinsert the BlackBerry battery.
To perform a hard reset on a RIM 850 device, RIM 857 device, RIM 950 device, or RIM 957 device, insert the end of a paperclip inside the small hole on the back of the BlackBerry device.
A hard reset on a C++ based device is accomplished by pressing the Reset button.
You may refer to the BlackBerry article Reset a BlackBerry smartphone for more information about differences between hard, soft, and master resets.
6. Ensure that Folder Redirection is enabled.
Read the Knowledge Base article on What do I do to view mail folders other than Inbox on my BlackBerry device? for instructions.
7. Check mail filters.
If you cannot receive a message on the device, you may want to verify that messages are not filtered. To do this, go to the Device Status page as described in Step 1. Look at the Filtered field and remember the number. Send a test message to your mailbox, wait 5-10 minutes and refresh the Device Status page to see if the filter count has increased. Messages are filtered in the following situations:
- When the BlackBerry device is connected to the computer (this is the default setting, but it can be modified).
- Based on filter rules set in BlackBerry Desktop Manager.
You may find more information about filters in the BlackBerry Knowledge Base article Configure message filters.
8. Resend Service Books to the device.
Read the Knowledge Base article on What does the Resend Service Books button do? for instructions.
If none of the above steps resolved the issue, please contact Support for further troubleshooting.