Unable to integrate a third-party email account with a BlackBerry Internet Service account

Article ID: KB10453

Type: Support Content

Last Modified: 09-14-2012

 

Product(s) Affected:

  • BlackBerry Internet Service
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  • BlackBerry Internet Service
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A third-party email account will not integrate with the BlackBerry® Internet Service.

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There are prerequisites that must be met before attempting to integrate a third-party email account with the BlackBerry Internet Service:

Prerequisites

1. The BlackBerry smartphone must have the appropriate services plan.

Note: If the BlackBerry smartphone is not set up with the correct service plan, contact the wireless service provider for further assistance.

2. Ensure that the BlackBerry smartphone is able to send and receive pin messages.

Note: If the BlackBerry smartphone is not able to send pin to pin messages, contact the wireless service provider for further assistance.




If the prerequisites have been met, this issue may be caused by one of the following reasons:

This issue is caused by one of the following:

CollapseResolution

Complete the appropriate resolution for the cause.

Cause 1

The integration details are incorrect.

Resolution 1

Verify that the messaging server, user name, password, and protocol type are correct, and then attempt to integrate the email account with the BlackBerry Internet Service account again.

To test the credentials, navigate to the BlackBerry Email Account Validation Tool to validate the email account and password.

Note:

  • The BlackBerry Email Account Validation Tool does not test credentials for Outlook Web Access (OWA) email accounts. Outlook Web Access credentials can be tested using that systems Outlook Web Access login page.
  • If the email address is an alias, verify that the valid email account has not already been integrated with the BlackBerry Internet Service account.
  • If the domain name of the messaging server has been changed, attempt to integrate using the Internet Protocol (IP) address of the messaging server.


Cause 2

The messaging server is using an unsupported port number.

Resolution 2

Verify that the port number being used during the integration is a standard Request for Comments (RFC) compliant port number.

For supported ports, please refer to BlackBerry Knowledge Base article KB05333.


Cause 3

The messaging server does not use a POP or IMAP connection.

Resolution 3

Verify with the system administrator that the messaging server uses a POP or IMAP connection.


Cause 4

The address of the POP or IMAP messaging server has recently changed.

Resolution 4

Complete the information requested on the page using the IP address for the messaging server.


Cause 5

The POP or IMAP messaging server is not responding.

Resolution 5

Verify with the system administrator that the messaging server is functioning correctly.


Cause 6

The mailbox for the specific BlackBerry smartphone user is not accessible.

Resolution 6

Verify that the mailbox is not locked. For assistance, contact the email service provider, or the mail server administrator.


Cause 7

The messaging server does not accommodate multiple connections to the mailbox.  If an email application makes a connection with the mailbox while the BlackBerry Internet Service is attempting to connect to the mailbox, the integration will fail.

Resolution 7

Verify with the system administrator that multiple connections to the mailbox are accommodated by the messaging server.


Cause 8

The inbox of the third-party email account contains email messages larger than 8 MB.

Resolution 8

Move any email messages larger than 8 MB, including attachments, from the inbox to a sub folder of the third-party email account.

Note: For IMAP email accounts integrated with a BlackBerry Internet Service account, verify that the Sent Items folder does not contain email messages larger than 8 MB, including attachments.


Cause 9

The inbox of the third-party email account contains too many email messages. There is no message limit for the BlackBerry Internet Service but some mail servers may take longer to respond to issued commands. The BlackBerry Internet Service will wait for approximately 2 minutes before timing out, once this timeout is reached the connection to the server is disconnected and email messages are not downloaded.

Resolution 9

Please speak with the mail host to determine a root cause for the delays.

Note: If a web-based interface is available for the email account, this can be used to gauge the response time of the mail server.


Cause 10

A firewall is blocking traffic from the BlackBerry Internet Service.

Resolution 10

Ensure that the mail server firewall has been configured to allow connections from the BlackBerry Internet Service. For more information on firewall requirements for the BlackBerry Internet Service, refer to KB11036.


Cause 11

The BlackBerry Internet Service is unable to connect to the messaging server due to a DNS configuration update/change.

Resolution 11

Changes to DNS can take 24 to 72 hours to become effective. Please attempt the integration once the DNS changes have taken affect.


Cause 12

An email account with the same address, or the same mail server and user name combination have already been integrated.

Resolution 12

Verify that the email account being integrated has not already been added to the BlackBerry Internet Service account.

If a different email account using the same mail server and user name has already been integrated, the BlackBerry Internet Service account will identify this as an identical email address.


Cause 13

The messaging server is not RFC 1939 compliant.

Resolution 13

Contact the mail server administrator and inquire about supported commands.


Cause 14

The Inbox or Mailbox folder has been renamed or moved out of its default location within the mailbox. When issuing the IMAP command of Select inbox (over a telnet session), the following error message appears:

Cannot select INBOX. Does not exist

Resolution 14

Make sure that the Inbox or Mailbox folder is at its original location within the mailbox and has not been moved to a sub-folder or renamed.

 

CollapseAdditional Information

Note: RFCs define Internet standards. However, not all RFCs are Internet standards. Adherence to standards is very important to the interoperability of platforms and implementations.


For more information about email messaging issues with integrated email accounts, see the following knowledge base articles:

 For more information about BlackBerry Internet Service, go to http://uk.blackberry.com/business/software-and-services/blackberry-internet-service/overview.jsp

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