Issues with sending and receiving email

Article ID: KB35609

Type: Support Content

Last Modified: 01-14-2014

 

Product(s) Affected:

  • BlackBerry 7 OS and earlier
Jump to: Environment | Overview
CollapseEnvironment
  • Blackberry 7 and earlier
CollapseOverview

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

A customer may experience issues when sending and receiving email messages from their BlackBerry smartphone. Try the following actions to resolve the issue. If the issue persists, proceed to the next troubleshooting step.

Try to duplicate the customer’s issue

Validate that you understand the symptoms the customer is experiencing. For example, send a test email from an area with sufficient wireless coverage.

Check for customer error or insufficient customer knowledge

If the customer does not fully understand how their BlackBerry smartphone works, you can provide customer education and help the customer understand best usage practices. In this case, no further troubleshooting may be required. For example, check if the customer configured their email address with the BlackBerry smartphone by following these steps:

BlackBerry Device Software 5 to BlackBerry 7.1

  1. On the Home screen, click the Setup folder.
  2. Click Email Settings.
  3. Make sure an email account is setup. If yes, select the email account, and then click Validate.

Verify that the BlackBerry smartphone is correctly configured for mobile data connectivity

The customer must have a BlackBerry data plan to send or receive any mobile data, including email messages. Advise the customer to contact their wireless service provider to confirm that their BlackBerry smartphone is provisioned for BlackBerry data services.

If the customer is correctly provisioned for BlackBerry data services but cannot to send or receive mobile data, complete the following steps:

BlackBerry Device Software 5 and later

  1. On the Home screen, click Manage Connections.
  2. Click Mobile Network Options.
    1. For BlackBerry 6 and later, click Networks and Connections > Mobile Network.
  3. Set Data Services to On.
  4. Set While Roaming to the customer preference.
    Note: If the customer is not roaming, this setting is irrelevant. If the customer is roaming, this setting determines whether the customer receives data when connected to a mobile network. If the customer is connected to a Wi-Fi network, the Wi-Fi network takes precedence over the mobile network, and mobile data is unused, regardless of the setting of Data Services and While Roaming.
  5. The Mobile Network field should display the customer’s preferred network.
  6. Set Network Selection Mode to Automatic.
  7. Set Network Mode to the top entry in the drop-down list.
    Note: The top entry allows the BlackBerry smartphone to select the best network mode from all available choices.

Turn on the BlackBerry smartphone wireless antenna and verify the wireless signal strength

BlackBerry Device Software 5.0 to 7.1

  1. Make sure that the wireless transceiver is turned on. On the Home screen, click Manage Connections.
    1. If the wireless transceiver is turned off, click Restore Connections. For BlackBerry Device Software 6.0 to 7.1, click All On or select the Mobile Network check box. If the customer cannot turn on the wireless transceiver, make sure that the BlackBerry smartphone battery is fully charged.
  2. Check the signal strength indicators on the BlackBerry smartphone Home screen. The text shows the type of wireless network the BlackBerry smartphone is connected to. The bars indicate the level of signal strength. The more vertical bars you see, the stronger the signal strength. Four to five bars is the optimal strength for sending and receiving email messages.

Service indicators

A service indicator in CAPITAL letters indicates a greater number of services are available to the BlackBerry smartphone user. If the service indicator is in lowercase letters, the wireless signal may not be strong enough to send an email to the BlackBerry smartphone.

Indicator

Description

4G

The BlackBerry smartphone has full wireless coverage with data speeds faster than 3G (speed varies between the wireless service provider being used and network conditions).

The customer can:

  • Send and receive email messages, personal identification number (PIN) messages, and Short Message Service (SMS) text messages.
  • Place and answer phone calls and transmit data at the same time (depending on wireless service provider limitations).
  • Browse webpages.

H+

The BlackBerry smartphone has full wireless coverage with data speeds faster than 3G (speed varies between the wireless service provider being used and network conditions).

The customer can:

  • Send and receive email messages, PIN messages, and SMS text messages.
  • Place and answer phone calls and transmit data at the same time (depending on wireless service provider limitations).
  • Browse webpages.

The BlackBerry smartphone has full wireless coverage with data speeds faster than EDGE.

The customer can:

  • Send and receive email messages, PIN messages, and SMS text messages.
  • Place and answer phone calls and transmit data at the same time (depending on wireless service provider limitations).
  • Browse webpages.

EDGE

The BlackBerry smartphone has full wireless coverage with high-speed data.

The customer can:

  • Send and receive email messages, PIN messages, and SMS text messages.
  • Place and answer phone calls.
  • Browse webpages.

1XEV

The BlackBerry smartphone has a high speed connection over the Evolution Data 3G network.

The customer can:

  • Send and receive email messages, PIN messages, and SMS messages.
  • Place and answer phone calls.
  • Browse webpages.

1X

The customer can:

  • Send and receive email messages, PIN messages, and SMS messages.
  • Place and answer phone calls.
  • Browse webpages.

 1xev

The customer might be roaming into another wireless network, which is not part of the home network, or they might be roaming into another network that does not have a data roaming agreement with the wireless service provider. Contact the customer’s wireless service provider for more information.

The customer:

  • Can send and receive SMS text messages.
  • Can place and answer phone calls.
  • Cannot send or receive email messages or PIN messages.
  • Cannot browse webpages.

 GPRS

The BlackBerry smartphone has full wireless coverage.

The customer can:

  • Send and receive email messages, PIN messages, and SMS text messages.
  • Place and answer phone calls.
  • Browse webpages.

1x
D
3G
edge
3g
GSM
gprs

 The customer:

  • Can send and receive SMS text messages.
  • Can place and answer phone calls.
  • Cannot send or receive email messages or PIN messages
  • Cannot browse webpages.

For more information about how to improve the network connection, visit http://www.blackberry.com/btsc to read article KB02623.

GSM

The customer:

  • Can send and receive SMS text messages.
  • Can place and answer phone calls.
  • Cannot send or receive email messages or PIN messages.
  • Cannot browse webpages.

 

The customer is currently within a wireless coverage area. This icon indicates the strength of that coverage. The more vertical bars that are visible, the stronger the coverage.

 

The customer is currently within a wireless coverage area, but can only place emergency phone calls. If the BlackBerry smartphone is locked, or if the Subscriber Identity Module (SIM) card is removed, emergency phone calls can still be placed by clicking the Emergency Call option on the Device is locked screen.

The customer:

  • Cannot send or receive email messages, PIN messages, or SMS text messages.
  • Cannot place or answer phone calls.
  • Cannot browse webpages.

 

The wireless signal is turned off on the BlackBerry smartphone. If the BlackBerry smartphone is locked, emergency phone calls can still be placed by clicking the Emergency Call option on the Device is locked screen.

The customer:

  • Cannot send or receive email messages, PIN messages, or SMS text messages.
  • Cannot place or answer phone calls.
  • Cannot browse webpages.

Other applications are available on the BlackBerry smartphone. Any pending messages are sent when the BlackBerry smartphone user returns to a wireless coverage area that is part of the wireless service provider's network.

 

The BlackBerry smartphone cannot connect to the wireless network.

The BlackBerry smartphone cannot place emergency phone calls (911) if it is in a remote location outside their wireless coverage area or if it is in a concrete and steel structure that inhibits the wireless signal.

The customer can only place emergency phone calls if the BlackBerry smartphone is roaming onto a wireless network that does not have a service agreement with the network. To verify this status, the X indicator switches to signal bars when the customer dials 911.

The customer:

  • Cannot send or receive email, PIN, or SMS messages.
  • Cannot place and answer phone calls.
  • Cannot browse webpages.

Other applications are available on the BlackBerry smartphone. Any pending messages are sent when the BlackBerry smartphone user returns to a wireless coverage area that is part of the wireless service provider's network.



Verify that the smartphone is communicating with the BlackBerry Infrastructure

If the customer cannot send and receive email messages, the BlackBerry smartphone might not be communicating with the BlackBerry Infrastructure. Verify that the BlackBerry smartphone is communicating with the BlackBerry Infrastructure by sending a PIN message and performing a diagnostics report.

To verify that the BlackBerry smartphone is communicating with the BlackBerry Infrastructure, complete the following steps.

BlackBerry Device Software 5.0

  1. To find the PIN for the customer’s BlackBerry smartphone, click Options > Status.
  2. To send a PIN message, complete the following steps using the customer’s BlackBerry smartphone:
    1. In the Messages application, press the Menu key.
    2. Click Compose PIN.
    3. In the To field, type the PIN of customer’s BlackBerry smartphone.
    4. In the Subject field, type test.
    5. Click Send.

If the customer does not receive the test PIN message, the BlackBerry smartphone cannot communicate with the BlackBerry Infrastructure.

BlackBerry Device Software 6.0 to 7.1

To find the PIN for the customer’s BlackBerry smartphone:

  1. Click Options.
  2. Click Device.
  3. Click Device and Status Information.

To send a PIN message, use the customer’s BlackBerry smartphone to complete the following steps:

  1. In the Messages application, press the Menu key.
  2. Click Compose Other > Compose PIN.
  3. In the To field, type the PIN of customer’s BlackBerry smartphone.
  4. In the Subject field, type test.
  5. Click Send.

If the customer does not receive the test PIN message, the BlackBerry smartphone cannot communicate with the BlackBerry Infrastructure.

Send service books to a BlackBerry smartphone

Service books are sets of instructions that provide the BlackBerry smartphone with the information required to interact with the BlackBerry Infrastructure. Service books also turn on specific services on the BlackBerry smartphone.

Service books are sent automatically to the BlackBerry smartphone when it is provisioned for a data plan. If a customer cannot send or receive email messages, resending service books may restore the messaging capability. To resend service books, complete the following steps:

BlackBerry Device Software 5.0

  1. On the Home screen, click the Email Settings icon.
    1. For BlackBerry Device Software 4.5 to 5.0, the Email Settings icon may be located in the Setup folder.
  2. If prompted, type the username and password, and then click Log In.
  3. Click Help.
  4. Click Send Service Books.
  5. Click OK in the confirmation window.

BlackBerry Device Software 6.0 to 7.1

  1. On the Home screen, click Setup.
  2. Click Email Accounts.
  3. Click Internet Mail Account.
  4. If prompted, type the username and password, and then click Continue.
  5. Press the Menu key.
  6. Click Service Books.
  7. Click Send Service Books.

Replace the SIM card

If the customer still cannot send and receive email messages, place a test SIM card that is provisioned for a data plan in the BlackBerry smartphone and send the email again.

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