Top 10 Blackberry Troubleshooting Tips

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Top 10 BlackBerry Troubleshooting Tips 1 of 4

Top 10 BlackBerryTroubleshooting Tips

Last updated: June 2006

Introduction

Use this document to resolve a problem involving or relating to the BlackBerry wireless device,before engaging the help of your BlackBerry technical support provider.

Troubleshooting Tips

Tip 1

Check the signal strength. A sufficient signal strength allows the BlackBerry device to send andreceive wireless information.

1. Turn on the device.

2. On the device Home screen, click Options and select Status.

3. In the Signal field, verify the value is less than 100 dBm.

Note: For BlackBerry devices, verify GPRS, 1X, NXTL, or EDGE network status indicatorsappear in the status section on the Home screen.

Tip 2

Reset the device. For instructions on completing a reset, see KB-03903.

Tip 3

Check network settings. Appropriate network settings enable the device to send and receiveinformation on the wireless network.

For BlackBerry wireless devices based on Java

1. On the device Home screen, click Options and select Network.

2. Click Scan for Networks and verify the device is running on the correct network.

For RIM Wireless Handhelds based on C++

1. On the RIM handheld, click Options and select Network Settings.

2. In the Radio field, verify the value is set to On.

3. Verify the appropriate country is set for Roaming.

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4. Verify the status is active.

5. Click the trackwheel and select Register Now.

6. Verify the handheld registration request has been sent.

Tip 4

Verify the device-to-computer connection to confirm that the device connects properly to thepersonal computer.

1. Verify the device is properly connected to the personal computer.

2. Close and open BlackBerry Desktop Manager.

3. Verify the device is detected.

Tip 5

Synchronize the device with the BlackBerry Desktop Software in order to verify that theinformation is current.

1. Connect the device to the personal computer.

2. In Desktop Manager, open Intellisync.

3. Click Configure PIM and select the application check box you want to synchronize.

4. Click OK.

5. Verify the Synchronize PIM option is selected.

6. Click Synchronize Now.

Tip 6

Send a test message from the mail client to the device. If you receive the message in your deviceInbox, this proves your messaging and collaboration server is able to process internal messaging.

Tip 7Send a message and personal identification number (PIN) message from the device. Thisconfirms that you can send messages from the device to the mail client or to other recipients witha BlackBerry device.

Tip 8

Verify messages are redirected to the device based on the following message redirection method:

BlackBerry Enterprise Server - Check with your BlackBerry Enterprise Serveradministrator to verify the BlackBerry Enterprise Server is working as expected.

BlackBerry Desktop Redirector - Confirm the BlackBerry Desktop Redirector is running onthe personal computer and displays a Running status.

BlackBerry Internet Service - Contact your service provider to verify the account isprovisioned properly.

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Tip 9

Run the BlackBerry Application Loader in order to verify that your applications are loadedcorrectly.

Warning: Back up the device data with the Backup and Restore application before yourcomplete the following steps.

1. Connect the device to the personal computer.

2. In Desktop Manager, open Application Loader.

3. Click Next and follow the on-screen instructions.

Tip 10

For specific issues and troubleshooting tips, search the Support Knowledge Base.

Conclusion

If you are still experiencing issues after troubleshooting, view the BlackBerry Technical SupportOptions available.

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2006 Research In Motion Limited. All rights reserved. The BlackBerry and RIM families ofrelated marks, images and symbols are the exclusive properties and trademarks of Research InMotion Limited. RIM, Research In Motion, 'Always On, Always Connected, BlackBerry, andBlackBerry Enterprise Server are registered with the U.S. Patent and Trademark Office and maybe pending or registered in other countries.

All other brands, product names, company names, trademarks, and service marks are the

properties of their respective owners.

The BlackBerry handheld and/or associated software are protected by copyright, internationaltreaties, and various patents, including one or more of the following U.S. patents: 6,278,442;6,271,605; 6,219,694; 6,075,470; 6,073,318; D445,428; D433,460; D416,256. Other patents areregistered or pending in various countries around the world. Visit www.rim.com/patents.shtml fora current list of RIM [as hereinafter defined] patents.

This document is provided as is and Research In Motion Limited (RIM) assumes noresponsibility for any typographical, technical, or other inaccuracies in this document. RIMreserves the right to periodically change information that is contained in this document; however,RIM makes no commitment to provide any such changes, updates, enhancements, or otheradditions to this document to you in a timely manner or at all. RIM MAKES NOREPRESENTATIONS, WARRANTIES, CONDITIONS, OR COVENANTS, EITHER EXPRESS

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Part number: TA-00009

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Top 10 Blackberry Troubleshooting Tips