BlackBerry PlayBook users activated on a BlackBerry Device Service are unable to Synchronize Work Email using Microsoft ActiveSync

Article ID: KB32887

Type: Support Content

Last Modified: 07-28-2014

 

Product(s) Affected:

  • BlackBerry PlayBook
  • BlackBerry Device Service
CollapseEnvironment
  • BlackBerry PlayBook 2.1.0.1032
  • BlackBerry Device Service 6.1 to 6.2
  • DT 6121105
CollapseOverview

Following an upgrade of the BlackBerry Tablet OS to 2.1.0.1032, a BlackBerry PlayBook user is unable to synchronize their Corporate Email. Any new activations against BlackBerry Device Service, will also fail during Microsoft ActiveSync enrollment.

The BlackBerry PlayBook user will receive the following message when the BlackBerry PlayBook attempts to connect to the mail server:

The server smtpserver.company.com (Firstname Lastname – smtpemail@company.com ) is not responding. The server name in your account settings might be incorrect, or the server might be temporarily offline. Check your settings to make sure the server name is correct and try again.

CollapseCause
The Email Profile that is assigned to the BlackBerry Device Service user is configured with Use SSL set to False. The BlackBerry PlayBook tries to connect to port 443 instead of 80.
CollapseResolution
Update BlackBerry Playbook Tablet OS to 2.1.0.1126 or later.
CollapseWorkaround

At the BlackBerry PlayBook Home Screen: 

  1. Swipe down from the top bezel to open Settings
  2. Select Accounts
  3. Select the Work Email Address, symbolized with the Briefcase
  4. Select Advanced Settings
  5. Set Use SSL to On then Set Use SSL to Off
  6. Select Save
  7. Swipe up from the bottom bezel to close Settings

Setting Use SSL to Off will change the Port from 443 to 80

Note: Entering the port manually will not correct this.

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