GENERAL TROUBLESHOOTING TIPS

1. Do a hard reset - remove battery, wait 30 seconds, and put it back in. This does not wipe or erase any date, but only forces the device to recreate the connection with the carrier and is the quickest possible solution for sending/receiving/wireless sync problems.
2. Check that the user has a GPRS/EDGE signal (in all caps)
3. Check that his Outlook mailbox size is under 200MB.
4. On user's device, check if the setting Messages > Options > Email Reconciliation > Wireless Reconcile is set to ON.
5. The service book may be corrupt, especially if the wireless sync settings in the step above are not available. Delete the service book and send a new one to the device by completing the following steps:

a. On the device, click Options > Service Book or Options > Advanced Options > Service Book.
b. Select each service book/s labeled Desktop or Blackberry. Click the track wheel and click Delete. If you get a warning, click Delete. Repeat this process for all the Desktop or Blackberry service books.
c. Connect the device to the PC and launch Desktop Manager. It should sync automatically. Wait for the sync to finish, then generate a new key (see Step 6 below). After the new key is generated, click Apply then click OK. (If the user does not have access to his computer, you can also send a ticket to G.AIEMRM for Notes users or G.AOSL for Outlook users to have them send the service books from the server.)
d. Do a hard reset and see if the problem is fixed.
6. On user's Desktop Manager, check if the setting Email Settings > Redirect incoming messages to your device is CHECKED. Under Email Settings > Security, select Generate keys manually and click on the Generate button. Move the mouse around until the progress bar is complete. This will generate a unique key based on your pointer movements. Click OK. Do a hard reset on the device and see if the problem is resolved. (Don’t forget to change the setting back to “Generate keys automatically” after you finish troubleshooting)

If these troubleshooting steps fail, escalate the issue to G.AOSL using the Service Desk template “Blackberry cannot send and/or receive”. Fill up all the information required in the ticket. If the user cannot send, be sure to indicate the Message Status error message in the Service Desk ticket.