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University Information Services at Georgetown University
Faculty Help Staff Help Student Help About UIS
 

Troubleshooting Your BlackBerry

Before performing any troubleshooting steps, it is very important to backup your data on your BlackBerry in order to prevent loss of your data.

Backing up Data on Your BlackBerry

  1. Open up the BlackBerry Desktop Manager (Start>Programs>BlackBerry>Desktop Manager).
  2. Open up Backup and Restore.
  3. Click the Backup button.
  4. Specify a filename and a location to save your backup file. Click OK.

Automatic backups can be scheduled by going to Intellisync in the Desktop Manager, and scheduling a backup.

Note: Automatic backups will only work if the computer and device are powered on, and the device is connected to the computer during the designated time.

If you are still having trouble with your BlackBerry after reading through the FAQs below, you can go directly to the BlackBerry Support Troubleshooting Tips page (hosted on the official BlackBerry web site).

Problems Using the Device

Problems with E-mail Messages

Common BlackBerry Error Messages

Problems Using the Device

Phone will not turn on

  1. Attempt to charge the battery by plugging it into an AC adapter outlet
  2. Attempt to turn on the device after the phone has been fully-charged
  3. Remove and re-insert the battery, then try turning the device on
  4. Have your DTR/TSP contact your cellular service provider's technical support for further assistance

My device can make and receive calls, but I cannot receive e-mail or surf the Internet

  1. Ensure your device is in an area with a data signal (for T-Mobile or Cingular devices, the device must be on the EDGE network)
  2. Update your Service Books
  3. If you have recently upgraded devices, have your DTR/TSP contact your cellular service provider to ensure data service has been switched over from your old device

Problems with E-mail Messages

I am not receiving e-mails on my handheld

  1. Ensure your BlackBerry e-mail address has been setup on the BlackBerry device
  2. Update your Service Books

I am receiving e-mails on my handheld, but not on my computer

  1. When sending a message to someone from your BlackBerry, and they reply back to the message, it will appear on the handheld if the recipient sent it to your BlackBerry e-mail address and not your GUMail address.
  2. Ensure the Reply-To field on your BlackBerry states your GUMail and not your BlackBerry e-mail address
  3. Open the Set Up Internet E-mail icon on your BlackBerry
  4. Select Email Accounts.  Select Edit under your BlackBerry e-mail address. Scroll down to the Reply to field, and type in you GUMail e-mail address (netid@georgetown.edu)

I deleted messages on my handheld, and they are still on my computer

  1. BlackBerry messages are copies of your e-mail forwarded from your GUMail account.  Therefore, the messages that are deleted on the BlackBerry are only removing the copies.  You need to regularly log into your GUMail account and delete e-mails you no longer wish to keep.

 

Common BlackBerry Error Messages

Error: SIM Card Error

  1. Power-down device, remove battery, ensure SIM card is firmly seated in the device
  2. Have your DTR/TSP contact cellular service provider's technical support for further assistance

Error: Either no default mail client or current mail client could not connect

  1. In Thunderbird, go to Tools>Options. Go to General, un-check Mail checkbox under the Thunderbird is the default client for section.
  2. In Outlook, go to Tools>Options, click on the Other tab, check the Make Outlook the default program for E-mail, Contacts, and Calendar

Error: Intellisync not found

  1. Close out of the Desktop Manager
  2. Go to C:\Documents and Settings\NetID\Application Data.  Rename the Research In Motion folder to Research In Motion old
  3. Open up Desktop Manager, open Intellisync, and resume configuring the PIM

Error: Appointments in GUCalendar are not showing up on the handheld

  1. In Outlook, go to the Calendar.  Right-click and select Properties.  Click on the Administration tab.  Click the Reset button once.
  2. Check if two calendars are present in Outlook on the left-hand pane.  If this is the case, call the UIS Help Desk

Error: Unable to sync, cannot connect to MSExchange server

  1. In Outlook, go to the Calendar
  2. Right-click and select Properties
  3. Click on the Administration tab
  4. Click the Reset button
  5. Go back to the BlackBerry Desktop Manager and attempt to re-sync device
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