A BlackBerry smartphone is unable to send and receive Email and PIN messages and the error "Service Blocked" is shown

Article ID: KB19244

Type: Support Content

Last Modified: 12-15-2011

 

Product(s) Affected:

  • BlackBerry Enterprise Server for Novell GroupWise
  • BlackBerry Enterprise Server for Microsoft Exchange
  • BlackBerry Internet Service
  • BlackBerry Enterprise Server for IBM Domino
CollapseEnvironment
  • BlackBerry® Enterprise Server
  • BlackBerry® Internet Service
  • BlackBerry smartphones
CollapseOverview

A BlackBerry smartphone is unable to send email or personal identification number (PIN) messages. The message fails to send and the message status reads:


  Service blocked


Additionally the BlackBerry Smartphone will not be able to browse the internet. The following message will show on the browser application:

    Unable to access the Internet, Please try again later

CollapseCause
CollapseResolution

Cause 1

The BlackBerry smartphone is using Desktop service books, but the BlackBerry smartphone is no longer connected to a BlackBerry Enterprise Server.

Resolution 1

  1. Delete the Desktop service books from the smartphone.
  2. Click Options > Advanced Options > Service book, and then manually delete the service book entries that start with Desktop.
  3. Change the default service book for messaging. For more information, see KB11471 .

Cause 2

 The BlackBerry smartphone is not provisioned for BlackBerry Enterprise Server or BlackBerry Internet Service data.

Resolution 2

Contact the wireless service provider to confirm the BlackBerry data plan on the BlackBerry smartphone. 

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