Cannot receive instant messages using BlackBerry Messenger

Article ID: KB10038

Type: Support Content

Last Modified: 12-15-2011

 

Product(s) Affected:

  • BlackBerry Desktop Software for Windows
  • BlackBerry Messenger for BlackBerry OS 7 and earlier
CollapseEnvironment

  • BlackBerry® Smartphone 8100 Pearl
  • BlackBerry Messenger 4.2
  • BlackBerry Device Software 4.0 - 4.7
CollapseOverview

The BlackBerry® smartphone user cannot receive instant messages using BlackBerry® Messenger.

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If the BlackBerry smartphone user has BlackBerry Desktop Manager installed, complete the following steps:

  1. Open BlackBerry Desktop Manager and select Application Loader.
  2. Click Next.
  3. Clear the check box beside BlackBerry Messenger and verify that the status is Remove.
  4. Click Next when prompted, then click Finish to complete the process.
  5. Select the check box beside BlackBerry Messenger and verify that the status is Install.
  6. Click Next when prompted, then click Finish to complete the process.
  7. Add a contact to the BlackBerry Messenger contact list, then start a new conversation to confirm that instant messages can be sent and received.
If the BlackBerry smartphone user does not have BlackBerry Desktop Manager installed, or cannot access it, complete the following steps:
  1. Open the Applications list on the BlackBerry smartphone.
  2. Select BlackBerry Messenger, click the trackwheel, and select Delete.
  3. Verify that the BlackBerry Messenger icon no longer appears on the Home screen.
  4. Go to the BlackBerry Help! icon on the BlackBerry smartphone or visit http://na.blackberry.com/eng/support/downloads/download_sites.jsp and select your service provider.
  5. Download BlackBerry Messenger.
  6. Add a contact to the BlackBerry Messenger contact list, then start a new instant messaging conversation to confirm that instant messages can be sent and received.
CollapseAdditional Information

BlackBerry Messenger 4.2 can only be installed from the BlackBerry device software on the BlackBerry Pearl. Web browser installation of BlackBerry Messenger does not apply to BlackBerry Pearl or device software running version 4.2 or later.

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