Common sending and receiving issues using the BlackBerry Internet Service

Article ID: KB02169

Type: Support Content

Last Modified: 10-26-2012

 

Product(s) Affected:

  • BlackBerry Internet Service
CollapseEnvironment
  • BlackBerry Internet Service
CollapseOverview

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.

CollapseCause

Unable to send and receive email messages

This issue may be caused by one of the following:

  1. The wireless service provider's network is not functioning correctly, or the wireless transceiver on the BlackBerry smartphone is turned off.
  2. A BlackBerry Internet Service account has not been created for the BlackBerry smartphone.
  3. 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:

  1. An email message filter is preventing email messages from reaching the BlackBerry smartphone.
  2. Email messages are being sent to an email address that no longer exists or to an incorrect email address.
  3. The date and time settings on the BlackBerry smartphone are incorrect.
  4. The firewall on the BlackBerry smartphone is set to block incoming email messages from the BlackBerry Internet Service.
  5. Email messages are being sent to an email account that is not integrated with the BlackBerry Internet Service account.
  6. A BlackBerry Internet Service account is not associated with the BlackBerry smartphone.
  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.

Unable to send, but able to receive email messages

This issue may be caused by one of the following:

  1. The service books for the BlacKBerry Internet Service are not present on the BlackBerry smartphone.
  2. BlackBerry Desktop Redirector was installed at the same time as BlackBerry Desktop Manager.
  3. Email messages are being sent to an incorrect email address or to an email address that no longer exists.
  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.
  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.
  6. The BlackBerry Internet Service account contains an invalid Auto BCC or Reply to address.
CollapseResolution

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

  1.  Click Options.
  2.  Click Security Options.
  3.  Click Firewall.
  4.  Uncheck the Message application that is enabled.


From the BlackBerry smartphone home screen on BlackBerry 6 and BlackBerry 7

  1.  Click Options.
  2.  Click Security.
  3.  Click Firewall.
  4.  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.

CollapseAdditional 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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