Issues with service books

Article ID: KB35612

Type: Support Content

Last Modified: 01-14-2014

 

Product(s) Affected:

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

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

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

If the service book for a specific service is not received or is removed, it may be necessary to send the service books to the BlackBerry smartphone again. It may be necessary to send service books for the BlackBerry Internet Service to a BlackBerry smartphone for one of the following reasons:

  • An email address icon is missing on the Home screen or has the wrong graphic.
  • The customer cannot send an email message or can only save the message as a draft.
  • Email reconciliation is not working between an email address mailbox and the BlackBerry smartphone.

Service books can be sent to a BlackBerry smartphone using the BlackBerry smartphone or the BlackBerry Internet Service website.

Send service books using the BlackBerry smartphone

BlackBerry Device Software 5.0

To send a service book to the customer’s BlackBerry smartphone using the BlackBerry smartphone, complete the following steps:

  1. On the Home screen, click Setup.
  2. Click Email Settings. If prompted, type the customer’s username and password, and then click Log In.
  3. Press the Menu key.
  4. Click Service Books.
  5. Click Send Service Books.
  6. Click OK.

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 customer’s username and password, and then click Continue.
  5. Press the Menu key.
  6. Click Service Books.
  7. Click Send Service Books.

Send service books using the BlackBerry Internet Service website

To send a service book to the customer’s BlackBerry smartphone using the BlackBerry Internet Service website, complete the following steps:

  1. Have the customer log in to the BlackBerry Internet Service website using a computer.
  2. Click Email Help.
  3. Click Send Service Books.

For more information about service books, visit www.blackberry.com/btsc to read article KB15402.

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