Unable to send PIN messages from the BlackBerry smartphone

Article ID: KB02270

Type: Support Content

Last Modified: 09-10-2012

 

Product(s) Affected:

  • BlackBerry Internet Service
  • BlackBerry Enterprise Server 5
CollapseEnvironment
  • BlackBerry Device Software 4.5 to 7.1
CollapseOverview

The BlackBerry smartphone is unable to send a personal identification number (PIN) message.

To troubleshoot the problem, complete the following steps:

  • Ensure the Mobile Network is enabled on the BlackBerry smartphone

   To enable the Mobile Network connections, see KB13201.

  • Check the network signal strength.


    For BlackBerry device software 4.5 to 5.0:

    On the Home screen, click Options > Status.

    For BlackBerry device software 6.0 to 7.1:

    On the Home screen, click Options > Device > Device and Status Information

    Note: To send PIN messages, the signal strength must be between -90 and -40.

  • Reset the BlackBerry smartphone.

    For instructions, see KB02141.

  • Register the BlackBerry smartphone on the wireless network.

           For instructions, see KB00510

  • Send a test PIN message.


    For BlackBerry device software 4.5 to 5.0:

    1. On the Home screen, click Messages.
    2. Open the menu, and select Compose PIN.
    3. Enter the recipient's PIN number in the To field.
    4. Type a subject and message.

    For BlackBerry device software 6.0 to 7.1:

    1. On the Home screen, click Messages.
    2. Open the menu, and select Compose Other > Compose PIN.
    3. Enter the recipient's PIN number in the To field.
    4. Type a subject and message.

  • Open the menu, and select Send. A check mark should appear next to the PIN message indicating that it has been sent. After the message is received, a D appears above the check mark next to the sent message.

If the problem continues after completing these steps, contact service provider.


CollapseAdditional Information

PIN messages may be blocked by an IT policy. If the BlackBerry smartphone has an IT policy, contact the system administrator for more troubleshooting steps.

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Visit the BlackBerry Technical Solution Center at www.blackberry.com/btsc.