The BlackBerry smartphone is unable to send or receive email messages while on a BlackBerry Enterprise Server

Article ID: KB11183

Type: Support Content

Last Modified: 10-01-2012

 

Product(s) Affected:

  • BlackBerry Enterprise Server for Microsoft Exchange
  • BlackBerry Enterprise Server for IBM Lotus Domino
  • BlackBerry Enterprise Server for Novell GroupWise
  • BlackBerry Enterprise Server Express for Microsoft Exchange
CollapseEnvironment
  • BlackBerry Enterprise Server 4.0 to 5.0
  • BlackBerry smartphone
  • BlackBerry Desktop Software
CollapseOverview
A BlackBerry smartphone is unable to send or receive email messages, but other users activated on the BlackBerry Enterprise Server are able to send and receive email messages successfully.
CollapseCause
  1. The BlackBerry Smartphone’s wireless transceiver is turned off.
  2. The BlackBerry Smartphone does not have a data connection to the wireless network.
  3. The BlackBerry Smartphone’s wireless transport encryption key is out of date.
  4. The Desktop[CMIME] service record is out of date.
  5. The BlackBerry Smartphone is not correctly provisioned with the wireless service provider.
CollapseResolution

Please review the following checklist to ensure the BlackBerry smartphone is active and able to send messages

Resolution 1: Verify that the BlackBerry smartphone has the Mobile Network enabled.

Enable the Mobile Network connections per KB13201.

 

Resolution 2: Verify that the BlackBerry smartphone has a data connection to the wireless network.

a) Check the network status indicator next to the signal bars in the top right corner of the BlackBerry® smartphone’s home screen (see KB02334 for additional information).

b) Check the network signal strength.

For BlackBerry device software 4.5 to 5.0:

On the Home screen, click Options > Status.

For BlackBerry device software 6.0 to 7.1:

On the Home screen, click Options > Device > Device and Status Information

                Note: A reliable data signal must be between -90 and -40 dBm.

c) Register the device on the wireless network per KB00510.

d) Confirm PIN messages can be sent and received. To send a PIN message:

For BlackBerry device software 4.5 to 5.0:

1)      On the Home screen, click Messages.

2)      Open the menu, and select Compose PIN.

3)      Enter the recipient's PIN number in the To field.

4)      Type a subject and message.

 

For BlackBerry device software 6.0 to 7.1:

1)      On the Home screen, click Messages.

2)      Open the menu, and select Compose Other > Compose PIN.

3)      Enter the recipient's PIN number in the To field.

4)      Type a subject and message.

Open the menu, and select Send.

A check mark should appear next to the PIN message indicating that it has been sent.

After the message is received, a D appears above the check mark next to the sent message.

 

Resolution 3: Ensure that the BlackBerry smartphone user generated an encryption key while the computer was connected to the network.

See article KB02740 for details on how to generate a new encryption key.

 

Resolution 4: Verify the Desktop [CMIME] service book contains the correct SRP ID.

a) Open the service book list on the BlackBerry Smartphone:

On BlackBerry smartphones running BlackBerry Device Software 4.2 to 5.0, do the following:

From the home screen of the BlackBerry smartphone, go to Options -> Advanced Options -> Service Book.

 

On BlackBerry smartphones the BlackBerry smartphones running BlackBerry 6 to BlackBerry® 7.1, do the following:

From the home screen of the BlackBerry smartphone, go to Options -> Device -> Advanced System Settings -> Service Book.

b) Open the Desktop[CMIME] service book.

c) Confirm the UID of the service book matches the SRP ID of the BlackBerry Enterprise Server with which the BlackBerry® smartphone should be connected.

If the SRP ID is out of date, activate the BlackBerry smartphone on the correct BlackBerry Enterprise Server, following the steps in KB10158.

 

Resolution 5: Verify that the BlackBerry smartphone is provisioned and active on the service provider's network.

Contact the service provider and make sure that the account is set up for the BlackBerry Data Services required for the type of BlackBerry Enterprise Server the smartphone is connecting to.



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