Unable to receive any messages, including service book activation messages, on a BlackBerry smartphone

Article ID: KB11132

Type: Support Content

Last Modified: 05-30-2012

 

Product(s) Affected:

  • BlackBerry Internet Service
CollapseEnvironment
  • BlackBerry® smartphones
  • BlackBerry® Internet Service
CollapseOverview

A BlackBerry® smartphone user is unable to receive any messages, including service book activation messages.

CollapseCause
CollapseResolution

Complete the appropriate resolution for the cause.

Cause 1

The security firewall on the smartphone is set to block the BlackBerry Internet Service.

Resolution

To resolve this issue, perform the following:

  1. From the Home screen of the smartphone, click Options.
  2. Click Security Options.
  3. Click Firewall.
  4. Clear the BlackBerry Internet Service check box.
  5. Display the menu and click Save.

Note: Ensure that Firewall Status is Disabled.


Cause 2

The BlackBerry Internet Service account has become disassociated with the smartphone PIN.

Resolution

Reset and reassign the PIN and International Mobile Equipment Identity (IMEI) or electronic serial number (ESN)/Mobile Equipment Identifier (MEID) with the BlackBerry Internet Service account on the BlackBerry Internet Service administration web site. For instructions, see KB04322.

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