Caller's information does not display on the Incoming Call screen on the BlackBerry smartphone

Article ID: KB04903

Type: Support Content

Last Modified: 08-19-2013

 

Product(s) Affected:

  • BlackBerry 7 OS and earlier
CollapseEnvironment
  • BlackBerry 10 OS
  • BlackBerry 6 to 7.1
  • BlackBerry Device Software 4.0 to 5.0
  • BlackBerry smartphones
CollapseOverview

Caller information does not display on the incoming call screen.

CollapseCause

This issue is related to one of the following causes:

  1. Content protection is enabled on the BlackBerry smartphone and the contact list information is encrypted.
  2. The incoming call originated from a blocked network.
  3. The Caller ID feature has not been added onto the BlackBerry smartphones cellular plan.
  4. The Contacts in the device do not have the incoming caller's number listed.
CollapseResolution

Cause 1

If content protection is enabled for the contact list, and the BlackBerry smartphone receives a call when the BlackBerry smartphone is locked, the identity of the caller will not appear on the Incoming Call screen.

Content protection is designed to encrypt BlackBerry smartphone data. When content protection is enabled, the BlackBerry smartphone encrypts the data that is stored on the smartphone. This allows the BlackBerry smartphone to secure sensitive information (such as the contact information). When the contact list is content protected, features such as caller ID that use data from the contact list and Bluetooth Address Book transfer are unable to access the encrypted data.

Resolution 1

BlackBerry Device Software 4.2:

For earlier versions than BlackBerry Device Software 4.2, turn off Content Protection. For instructions, see KB11963 .

BlackBerry Device Software 4.2 to 4.7:

For BlackBerry Device Software 4.2 to 4.7, disable content protection of only the contact list by completing the following steps:

  1. From the Home screen of the BlackBerry smartphone, click Options (depending on the theme being used the BlackBerry smartphone user may need to select Settings > Options).
  2. Select Security Options.
  3. Select General Settings.
  4. In the Content Protection section, scroll to either Include Address Book or Include Contacts and toggle it to No.

BlackBerry Device Software 5.0:

For BlackBerry Device Software 5.0, disable content protection of only the contact list by completing the following steps:

  1. From the Home screen of the BlackBerry smartphone, click Options (depending on the theme being used BlackBerry smartphone user may need to select Settings > Options).
  2. Select Security Options.
  3. Select Encryption.
  4. Select Include Contacts and toggle it to No.

BlackBerry 6 and 7:

  1. From the Home screen on the BlackBerry smartphone, click on Options.
  2. Select Security.
  3. Select Encryption.
  4. Uncheck the box beside Include Contacts.
  5. Click on the menu key and select Save.

 
Cause 2

The incoming call originated from a blocked network.

Resolution 2

For the caller information to appear on the Incoming Call screen, the caller must place the call from a network that is not blocked. If the caller is calling from a blocked network, caller information will not be displayed.

 
Cause 3

The Caller ID feature has not been added onto the BlackBerry smartphones cellular plan.

Resolution 3

Contact the wireless service provider to get the Caller ID feature added onto the cellular plan.

 
Cause 4

The incoming caller is using a different number than what the contact card displays.

Resolution 4

Edit the contact card to include the number that the caller is using or change one of the existing phone numbers.

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