Unable to receive email messages on the BlackBerry smartphone from a POP3 email account

Article ID: KB02857

Type: Support Content

Last Modified: 01-15-2013

 

Product(s) Affected:

  • BlackBerry Internet Service
CollapseEnvironment
  • BlackBerry Internet Service
CollapseOverview

The BlackBerry smartphone is unable to receive email messages from a Post Office Protocol 3 (POP3) email account that is associated with the BlackBerry Internet Service.

Note: For a Novell GroupWise POP3 account, see KB03218.

CollapseCause
CollapseResolution

Complete the appropriate resolution for the cause.

Cause 1

Another email application is removing email messages from the POP3 messaging server. In addition to being integrated with the BlackBerry Internet Service, the POP3 email account is associated with another email application (for example, Microsoft Outlook or Microsoft Entourage). When the other email application retrieves email messages from the POP3 account, it removes the email messages on the messaging server. As a result, there are no messages for the BlackBerry Internet Service account to retrieve.

Resolution 1

Configure the other email application to leave copies of the email messages on the messaging server. For instructions, see KB12283.


Cause 2

There are large email messages in the Inbox for the integrated email account.

Resolution 2

Move email messages larger than 8 MB, including attachments, from the Inbox to a sub folder of the email account.

Note: For Internet Message Access Protocol (IMAP) integrations, make sure that the Sent Items folder does not contain email messages larger than 8 MB, including attachments.


Cause 3

The POP3 email account was integrated using incorrect information.

Resolution 3a

Remove and re-integrate the account by completing the following steps:

  1. Delete the integration from the BlackBerry Internet Service account.
  2. Re-integrate the address using the advanced integration method. For instructions, see KB02189.

Resolution 3b

Re-integrate the email account using another protocol such as IMAP or Microsoft Outlook Web Access instead of POP3 by completing the following steps:

  1. Log in to the BlackBerry Internet Service account.
  2. Remove the integrated POP3 account.
  3. Click Set up Account.
  4. Type the email address without the password to access the advanced integration screen.
  5. Click I can access my e-mail account using a Web browser (Outlook Web Access) or I will provide the settings for this POP/IMAP account, and click Next.
  6. Type the remaining information, including the password.
  7. Click Try Again.

    Note: If the domain name of the messaging server has been changed, try to associate the email account using the Internet Protocol (IP) address of the messaging server.


Cause 4

The POP3 email account has become invalid.

Resolution 4

The email account has become invalid due to the password or server information being changed.

Update the POP3 email password in the BlackBerry Internet Service account by completing the following steps:

  1. Log in to the BlackBerry Internet Service account.
  2. Click the icon that shows Not Valid for the specific email account.
  3. Update the account settings.
  4. Click Save.
  5. If the above steps do not validate the email integration, it may need to be removed and added again to the BlackBerry Internet Service account.

Cause 5

Changes have been made to the POP3 messaging server. For example, the messaging server name may now be mail.organization.com instead of pop.organization.com.

Resolution 5

Contact the POP3 email account provider to make sure that no changes have been made to the POP3 messaging server.


Cause 6

An email message filter in the BlackBerry Internet Service is blocking email message delivery to the BlackBerry smartphone.

Resolution 6

Review the email message filters to make sure that they are not preventing email messages from being sent to the BlackBerry smartphone. Delete or modify any email message filters that do not allow delivery. For instructions, see the BlackBerry Internet Service User Guide.


Cause 7

The email messages for the integrated email account are being stored in a place other than the root folder of the Inbox on the messaging server.

Resolution 7

Ensure the messages are arriving to Inbox and not a sub folder.


Cause 8

The wireless transceiver on the BlackBerry smartphone is turned off.

Resolution 8Turn on the wireless transceiver on the BlackBerry smartphone by completing the following steps:

  1. From the Home screen of the BlackBerry smartphone, click Manage Connections.
  2. Click Turn All Connections On.

Note: The Manage Connections icon typically looks like a radio tower and is located on the Home screen.


Cause 9

The wireless network status of the BlackBerry smartphone does not allow email messages to be delivered.

Resolution 9

Verify the wireless network status by referring to the knowledge base article that corresponds to one of the below networks:

  • If the BlackBerry smartphone operates on the Global System for Mobile communications (GSM), General Packet Radio Service (GPRS), or Enhanced Data Rates for Global Evolution (EDGE) networks, see KB02334.
  • If the BlackBerry smartphone operates on the Code Division Multiple Access (CDMA) network, see KB02335.
  • If the BlackBerry smartphone operates on the Universal Mobile Telecommunications System (UMTS) network, see KB11787.

    If the BlackBerry smartphone is not receiving email messages because of the wireless network status, contact the wireless service provider.


Cause 10

The firewall settings on the BlackBerry smartphone are set to block incoming email messages from the BlackBerry Internet Service. This feature might be enabled by an IT policy.

Note: This affects BlackBerry smartphones running BlackBerry Device Software 4.2 or later.

Resolution 10

Make sure that the firewall is set to allow BlackBerry Internet Service email messages to be delivered to the BlackBerry smartphone. To verify that this setting is correct, complete the following steps:

  1. From the Home screen, click Options > Security > Firewall.
  2. Under Block Incoming Messages, confirm that the check box next to Personal Email is cleared.
  3. If the BlackBerry smartphone contains an IT policy and is associated to a BlackBerry Enterprise Server, contact the administrator for additional information.
  4. If there is an IT Policy and the BlackBerry smartphone is no longer on a BlackBerry Enterprise Server, see KB14202.

Cause 11

The email messages are being forwarded to another email account.

Resolution 11

To resolve this issue, complete either of the following actions:

  1. Remove the forwarding rule currently associated with the email account.
  2. Modify the forwarding rule to point to a BlackBerry email address. 

Cause 12

The BlackBerry smartphone messages database has become corrupted.

Resolution 12

To determine if the database is corrupted, see KB10396.


Cause 13

The recipient's mailbox is full.

Resolution 13

When sending an email message to the POP3 email account, the following message might be received:

The message could not be delivered because the recipient's mailbox is full.
#5.2.2 lmtp;550 5.2.2 Delivery failed: Over quota>

To resolve this issue, free space in the mailbox is required. This can be done by deleting some email messages. If required to save email messages, move those messages to a folder outside the inbox.


CollapseAdditional Information

For information about the maximum email message size limit when using the BlackBerry Internet Service, see KB03592.

For information about how to resolve an issue when the BlackBerry smartphone is unable to receive email messages from a BlackBerry email address, see KB10034.

For information about different types of email accounts, see the following knowledge base articles:

  • KB10870 for integrated Microsoft Outlook Web Access accounts
  • KB10305 for integrated IMAP email accounts
  • KB10104 for integrated Yahoo! Mail accounts

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