Unable to integrate or validate a Google Mail account with BlackBerry Internet Service

Article ID: KB12288

Type: Support Content

Last Modified: 12-18-2012

 

Product(s) Affected:

  • BlackBerry Internet Service
CollapseEnvironment
  • BlackBerry Internet Service
  • Google Mail
CollapseOverview

The Google Mail account credentials have been configured correctly. However it can not be integrated, validated or it can be validated but the account will go invalid within a minute with a BlackBerry Internet Service account.

Note: A Google Mail account is known as Gmail in some countries.

CollapseCause

This issue can be caused by one of the following reasons:

  1. The Post Office Protocol (POP) and Internet Message Access Protocol (IMAP) access for the Google Mail account is not functioning correctly.
  2. Google's 2-step verification process for account authentication is being used.
  3. The All Mail label is not set to show or IMAP/POP is not enabled.
CollapseResolution

Cause 1

The Post Office Protocol (POP) and Internet Message Access Protocol (IMAP) access for the Google Mail account is not functioning correctly. 

Resolution 1

To restore access to a Google Mail account, the CAPTCHA will have to be unlocked. To perform this, complete the following steps:

  1. Close the email application that is being used to read Google Mail account messages.
  2. From the computer where the POP or IMAP logins are failing, visit https://www.google.com/accounts/UnlockCaptcha?.
  3. In the Email field, type the email address.
  4. In the Password field, type the password.
  5. Click Sign In.
  6. Click Continue on the Allow a new application to access your account screen.
  7. Confirm the Next step screen appears.

Note: The account must be added or verified within 10 minutes. 

  1. Open the email application on the BlackBerry smartphone.
  2. Integrate the Google Mail account with the BlackBerry Internet Service account.

Note: Gmail has changed this tool so that it works for both free and hosted email accounts now, as well a visual verification process is required.

If the account is integrated as IMAP and not GIMAP please reintegrate it. If GIMAP protocol is still not used, please contact the next level of support. 

Cause 2

Google's 2-step verification process is being used for account authentication. 

Resolution 2a

With Google's 2-step verification process for account authentication, an application-specific password must be created to integrate with the BlackBerry Internet Service. When attempting to integrate a Google email address using 2-step verification, please use the application-specific password and not the Google account password.

For more information on the Google 2-step verification for account authentication, please visit the  Google online support site and search for "2-step verification" or "application-specific password". Alternatively, visit  Getting Started with Google 2-Step Verification  .

Resolution 2b

Application-specific password can be used. The codes that you will get with 2-step verification do not work with all applications. There are a few applications that use information from your Google Account that require another type of code. These are called application-specific passwords.

For more information on application-specific password, please visit  signing in using application-specific passwords.

Cause 3

The All Mail label is not set to show or IMAP/POP is not enabled.

Resolution 3 

Note: Following options can only be seen when logged in using Firefox or Google Chrome internet browser. Internet Explorer (IE) is not supported.

  1. Log into the Google Mail account.
  2. Click on Gear icon or Options in the upper right hand side corner.
  3. Select Settings.
  4. Under Labels tab enable All MailSent Mail and Trash labels to Show and to Show in IMAP.
  5. Under Forwarding & POP/IMAP tab enable IMAP & POP settings. by selecting Enable POP for all mail and  Enable IMAP.
  6. Select Save Changes at bottom.

After completing these steps, please re-integrate the email address if its in an invalid status.

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