BlackBerry Protect

Article ID: KB35513

Type: Support Content

Last Modified: 01-14-2014

 

Product(s) Affected:

  • BlackBerry 10
  • BlackBerry Protect for BlackBerry 10
Jump to: Environment | Overview
CollapseEnvironment
  • BlackBerry Protect
  • BlackBerry 10 OS
CollapseOverview

The following information is intended for retail support representatives who are assisting customers with troubleshooting.

BlackBerry Protect helps the customer protect the information on their BlackBerry smartphone and find the BlackBerry smartphone if it is ever lost or stolen.

BlackBerry OS and BlackBerry 10 comparison

The following chart compares BlackBerry Protect with BlackBerry OS smartphones and BlackBerry 10 smartphones:

Feature
BlackBerry OS BlackBerry 10
BlackBerry Protect app Application downloaded from BlackBerry World or preinstalled with certain BlackBerry smartphone software versions. BlackBerry Protect is integrated into the BlackBerry 10 OS and managed from the Settings application.
Backup and restore capabilities Wirelessly backup and restore Personal Information Management (PIM) data. Wireless backup and restoration of PIM data is no longer managed by BlackBerry Protect.
BlackBerry smartphone password requirement to display a message on-screen No BlackBerry smartphone password is required to display a message on-screen. A BlackBerry smartphone password is required to display a message on-screen. Customers are prompted to set a BlackBerry smartphone password if one is not set.
BlackBerry Protect works with any data connection
Works with BlackBerry smartphones provisioned for full BlackBerry Internet Service. Cannot be used on BlackBerry smartphones activated on a BlackBerry Enterprise Server. Available for any BlackBerry 10 smartphone with a data connection. Remote administration commands can be issued by enterprise or personal customers from the same BlackBerry Protect portal.

 
BlackBerry Protect issues

The customer experiences issues with activating or using BlackBerry Protect

Troubleshooting steps

You can answer many customer questions related to activation or usability of BlackBerry Protect with one or all of the following troubleshooting steps:

  • Advise the customer to log in into the BlackBerry Protect portal at http://protect.blackberry.com using their BlackBerry ID. Different options are available that may help to resolve the customer issue.
  • The following resources may help to resolve the customer issue:
    • For more information, visit docs.blackberry.com. Under the BlackBerry Manuals & Help section, choose BlackBerry Manuals > Smartphones > BlackBerry smartphones. Choose the relevant BlackBerry smartphone model. User guides are easily identified in the list by the words User Guide at the beginning of the title. Additional help may be found on the BlackBerry smartphone’s Help application. Start the Help application, tap the Search icon (magnifying lens), and search for “BlackBerry Protect” (include quotations in the search).
    • For visual demonstrations, visit docs.blackberry.com. Under the BlackBerry Manuals & Help section, choose BlackBerry Manuals > Smartphones > BlackBerry smartphones. Choose the relevant BlackBerry smartphone model. Visual demonstrations are easily identified in the list by the words How To Demos at the beginning of the title.
    • To view the relevant tutorials, visit docs.blackberry.com. Under the BlackBerry Manuals & Help section, choose BlackBerry Manuals > Smartphones > BlackBerry smartphones. Choose the relevant BlackBerry smartphone model. Tutorials are easily identified in the list by the word Tutorials at the beginning of the title.

The customer cannot locate their BlackBerry smartphone using the BlackBerry Protect portal

Troubleshooting steps

  1. Determine if the customer has enabled BlackBerry Protect on their BlackBerry smartphone:
    • If the customer has not enabled BlackBerry Protect on their BlackBerry smartphone, you cannot locate the BlackBerry smartphone using any BlackBerry service. You cannot activate BlackBerry Protect unless the customer signed in to their BlackBerry smartphone with their BlackBerry ID.
    • If the customer enabled BlackBerry Protect on their BlackBerry smartphone:
      1. Advise the customer to log in to the BlackBerry Protect portal using their BlackBerry ID.
      2. Choose View Location. After a brief delay, the approximate location of the BlackBerry smartphone should appear on a map. The location accuracy depends on the quality of the location method available at that time.
  2. If the customer still cannot locate their BlackBerry smartphone, it may be because:
    • The BlackBerry smartphone is out of coverage.
    • The BlackBerry smartphone is out of battery.
    • The BlackBerry smartphone does not have Location Services enabled.
  3. Ask the customer to contact their wireless service provider as they may have additional options to assist in locating the BlackBerry smartphone.

The customer’s BlackBerry smartphone is not registering in the BlackBerry Protect portal

Troubleshooting steps

  1. Ask the customer to sign into their BlackBerry smartphone with their BlackBerry ID. From Settings > BlackBerry ID > Sign In > follow the on-screen instructions.
  2. Make sure BlackBerry Protect is enabled on the BlackBerry smartphone. From Settings > BlackBerry Protect > slide the switch to On.
    Note: If the customer wants to locate their BlackBerry smartphone, Location Services must be enabled on their BlackBerry smartphone. From Settings > Location Services > slide the switch to On.
  3. Ask the customer to sign out of the BlackBerry Protect portal. Wait a few minutes, and then sign back into the BlackBerry Protect portal. Check to see if the customer’s BlackBerry smartphone is now registering in the BlackBerry Protect portal.
  4. If these troubleshooting steps do not resolve the customer issue, advise the customer to contact their wireless service provider or BlackBerry for further assistance.

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