Blackberry Troubleshooting
Cannot Send or Receive Email Messages

  1. Home
  2. Email
  3. Cannot Send or Receive Email Messages

Try the following actions to resolve the issue. If the issue persists, proceed to the next troubleshooting step.

Try to duplicate the issue

Validate that you understand the symptoms you are experiencing. For example, send a test email message from an area with optimal wireless coverage.

Verify that the BlackBerry smartphone is correctly provisioned for a data plan

The BlackBerry smartphone user must have a data plan to send and receive email messages. Follow these steps to verify that the BlackBerry smartphone user has a data plan:

  1. On the Home screen, click Manage Connections. This menu displays information about the mobile network, the services available for the BlackBerry smartphone, and allows you to verify if the BlackBerry smartphone user has a data plan.
  2. If the BlackBerry smartphone user does not have a data plan, and wishes to subscribe to this service, follow your organization's processes to provision the BlackBerry smartphone for a data plan.
  3. If the BlackBerry smartphone user has a data plan, click Mobile Network Options. Make sure the following options are set:
    1. Data Services is set to On.
    2. The Mobile Network field displays the correct network
    3. Network Selection Mode is set to Automatic.
    If any of the options are not set as outlined above, then BlackBerry smartphone cannot connect to your data plan. Change and save the settings to allow a data plan connection.
  4. If the BlackBerry smartphone has a data plan, make sure that an email account is integrated with the BlackBerry smartphone.
    1. On the Home screen, click the Setup folder.
    2. Click Email Settings.
    3. If you have not created an email account, proceed to create or integrate an existing email account with the BlackBerry smartphone. Depending on the wireless service provider, the available options for adding an email account might vary.

Turn on the BlackBerry smartphone wireless antenna and verify the wireless signal strength

  1. Make sure that the wireless transceiver is turned on. On the Home screen, click Manage Connections.
    If the wireless transceiver is turned off, click Restore Connections. If you cannot turn on the wireless transceiver, make sure that the BlackBerry smartphone battery is fully charged.
  2. Check the signal strength indicators on the BlackBerry smartphone Home screen. The text shows the type of wireless network the BlackBerry smartphone is connected to.
    The bars indicate the level of signal strength. The more vertical bars you see, the stronger the signal strength. Four to five bars is the optimal strength for sending and receiving email messages.
    A service indicator in CAPITAL letters indicates a greater number of services are available to the BlackBerry smartphone user. If the service indicator is in lower case letters, the wireless signal may not be strong enough to allow email messaging to the BlackBerry smartphone.
Indicator Description

BlackBerry smartphone users can use the phone, send and receive email messages, PIN messages, SMStext messages, and MMS messages. They can use the phone and send and receiveemail messages or use the browser with a high-speed data connection simultaneously.


*

BlackBerry smartphoneusers can use the phone, send and receive email messages, PIN messages, SMStext messages, and MMS messages, and use the browser with a high-speed dataconnection.


*

BlackBerry smartphoneusers use the phone, send and receive email messages, PIN messages, SMS textmessages, and MMS messages, and use the browser.



*
*
*
*
*

BlackBerry smartphoneusers can use the phone and send and receive SMS text messages.

BlackBerry smartphone users can only make emergencycalls.

The connection to the wireless network is turnedoff.

The BlackBerry smartphone user is not in a wirelesscoverage area.

Verify that the BlackBerry smartphone is communicating with the BlackBerry Infrastructure

If you are unable to send and receive email messages, the BlackBerry smartphone might not be communicating with the BlackBerry® Infrastructure. You can verify that the BlackBerry smartphone is communicating with the BlackBerry Infrastructure by sending a PIN message and performing a diagnostics report.

To verify that the BlackBerry smartphone is communicating with the BlackBerry Infrastructure, complete the following steps:

  1. To find the PIN for the BlackBerry smartphone, click Options > Status.
  2. To send a PIN message, complete the following steps using your own BlackBerry smartphone:
    1. In the Messages application, press the Menu key.
    2. Click Compose PIN.
    3. In the To field, type the PIN of your own BlackBerry smartphone.
    4. In the Subject field, type "test".
    5. Click Send.
    If you do not receive the test PIN message, then the BlackBerry smartphone is unable to communicate with the BlackBerry Infrastructure.

Send service books to a BlackBerry smartphone

Service books are sets of instructions that provide the BlackBerry smartphone with the information required to interact with the BlackBerry Infrastructure. Service books also turn on specific services on the BlackBerry smartphone.

Service books are sent automatically to the BlackBerry smartphone when it is provisioned for a data plan. If you are unable to send or receive email messages, re-sending service books may restore the messaging capability. To resend service books, complete the following steps:

  1. On the Home screen, click Options > Advanced Options > Host Routing Table.
  2. Press the Menu key, and click Register Now.

Perform a hard reset

A hard reset is similar to restarting a computer that stops responding. A hard reset closes all running BlackBerry applications, restarts the BlackBerry smartphone operating system, and restarts the hardware components of the BlackBerry smartphone, including the wireless transceiver.

Note: A hard reset does not delete any settings or data on the BlackBerry smartphone.

To perform a hard reset, complete the following steps:

  1. Turn the BlackBerry smartphone off.
  2. Remove the battery.
  3. Reinsert the battery.
  4. Wait for the BlackBerry smartphone to turn on.

Note: If the issue returns after performing a hard reset, then contact technical support for further investigation.

Update the BlackBerry Device Software

You can download the latest version of Blackberry Device Software from www.blackberry.com/update. Follow the instructions on the screen to download the latest version currently available from your wireless service provider.

If this issue is still not resolved, follow your wireless service provider's procedures to service or return the BlackBerry smartphone.

All trademarks and registered trademarks are property of their respective owners. This site is not endorsed or recommended by any company or organisation mentioned within.

Server 1