BlackBerry® Bold™

[toontech]

I have a colleague who has sporadic problems with his blackberry.

It seems he can not receive emails but can send as he wishes.

This is more of an intermittent problem but can sometimes take days to resolve, usually resolving itself.

has anyone experienced this? or can anyone of any advice as to what may be the cause and fix of the problem?

[sdgardne]

Hi and Welcome to the Forums!!

I suggest the following steps:

1) Register HRT

• Homescreen > Options > Advanced Options > Host Routing Table > (it does not matter which line is current) > Register Now

2) Resend Service Books

• KB02830 Send the service books for the BlackBerry Internet Service

3) Batt Pull Reboot

• Anytime random strange behavior or sluggishness creeps in, the first thing to do is a battery pop reboot. With power ON, remove the back cover and pull out the battery. Wait about a minute then replace the battery and cover. Power up and wait patiently through the long reboot -- ~5 minutes. See if things have returned to good operation. Like all computing devices, BB's suffer from memory leaks and such...with a hard reboot being the best cure.

Hopefully that will get things going again for you! If not, then you should try deleting and re-adding the BIS conduits for the affected email accounts.

[toontech]

I do not have the option to send service books from my phone, the email settings icon is not there.

I do not have a login to do this online and i'd like to try an avoid calling T-mobile everytime I have to do this (its a company device and its a long-ish process to get t-mobile to do this for us)

anyway i can browse to a site on the internet through the BB browser to send service books?

why am i missing the email settings icon?

[sdgardne · Accepted solution]

Given what you've now revealed, I have a new question. Is this BES email? Is this a BES-controlled device? If so, then see your BES admins as they control everything, even the features and functions of any BIS email accounts that may be configured.

[toontech]

yes it's BES, didnt realise there was a difference.

thanks for your help, i'll talk to the BES admin.

[guruvenketraman]

I too have the same exact problem. I'm in BIS. Give me any solution other than Host routing table, service books, battery pull, firewall settings, because I tried all of them several times.

[sdgardne]

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guruvenketraman wrote:
I too have the same exact problem. I'm in BIS. Give me any solution other than Host routing table, service books, battery pull, firewall settings, because I tried all of them several times.

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Hi and Welcome to the Community!

Given that you have already tried all of those, I see only one option left for you -- contact your mobile service provider for formal support. It is their system that is supposed to deliver your services to you, and it is not doing so. But, only they can look "behind the scenes" at their systems to see why this is not working for you. No one here has any such system access. Your carrier can escalate to BlackBerry if they require enhanced assistance.

Good luck!

[guruvenketraman]

Dear sdgardne

As per your advice i reported the problem to the network provider (Qtel in Qatar). I explained all that i have done and they said there might be some software issues and asked me to reinstall it. I even done it but still the problem exsist as same before. Then i tried using diffrent sim card assuming that there might be problem with my sim card (Like damage..etc) but unfortunately the problem never changed. Now i dont know what to do with my new Bold 9900. Could there be any hardware issues? pls advice.

Thanks for your prompt response,and my reply was late because all these days i was battling with network ppl end up no use.

[sdgardne]

There could be a hardware problem -- or a software problem -- or a carrier configuration problem -- or many other possible problems. Truly diagnosing at an internet distance is quite impossible. Rather, all we can do is deduce what may be causal, by slowly ruling out things that are possible...whatever is left is the most likely cause.

So let's go back...are your voice services working correctly (calls, voice mail, SMS), and working correctly on the Qtel network? This is a prerequisite before trying anything with data.

If so, then when you did the HRT step, exactly what happened? If the correct thing did not happen, then proceeding to Service Books and such is actually not useful.

Did you buy your 9900 from Qtel? If so, then you should pressure them harder for providing you with services. Devices and services bought from the same place result in that one place being 100% responsible for everything regarding service delivery and support. Hence, you would pressure them to live up to their contractual arrangement with you and do whatever they must to get the device working properly on their network.

If you did not buy it from them, then you may want to seek recourse from wherever it was that you did buy it. Further, if the prior owner did not properly cleanse it of all things (e.g., if it was associated with BES, then there could be a latent IT Policy), then it may be impossible for you to use until that is completed.

Something is not correct, and the results of what I've asked you above may provide some insight into what that is. But, there are some things that simply cannot be deduced in this manner. For example, if you bought your BB used, and the prior owner reported it as lost or stolen, then no carrier will be able to register it to their network as it is blacklisted. But, again, only the carrier can confirm such a situation...as just other users, we have no access to any systems that can provide us with that information.

Good luck and let us know!