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BaseballLady
Posts: 9
Registered: ‎10-20-2010
My Carrier: Rogers
Accepted Solution

Email not working on 9700

Hi

Hoping someone can help me out here. 

 

I am trying to fix my stepmom's Bold 9700.  I know I had this same problem with my old 9700 a couple years ago but don't remember how I fixed it.

 

Her BB was working fine, then emails were only coming through sporadically.  She called Rogers tech support and they told her to do a full restore.  After the full restore she has absolutely no email and when you click on the Email Setup in the Setup section it goes absolutely nowhere... almost as if it was never clicked. 

 

I have tried

-a reload of the available OS (same problem)

-a resend of service books (an email comes through about being registered, but then nothing else comes through)

 

 

All other features of the phone appear to be working perfectly.  The Rogers person told her the problem was because the phone is old and that it is broken and just won't work anymore.  I do not subscribe to this belief and am certain we can get it up and going for her again. 

 

So, can you offer some help here on how to resolve this problem?

 

Thanks in advance

BaseballLady (currently sporting a 9790 and eagerly awaiting BB10!)

Bold9000->Bold 9700->Bold 9790

Now rocking the Z10 and Playbook
Please use plain text.
Hall of Famer II
sdgardne
Posts: 46,057
Registered: ‎11-28-2008
My Carrier: TMobile USA

Re: Email not working on 9700

Hi and Welcome to the Community!

You've tried many things...here's a few more perhaps.

 


You may want to investigate the use of BBSAK (bbsak.org) to perform the wipe it is capable of...sometimes a clean WIPE of this kind, followed by the OS reload, can help.


You may also want to try this procedure to perhaps narrow down the precise causal item:

  1. Load your OS "bare bones"...if anything is optional, do not install it.
  2. If the behavior presents immediately, then try a different OS with step 1
  3. If the behavior does not immediately present, then run for as long as it takes for you to be sure that the behavior will not present.
  4. Add one thing -- no matter how tempting, just one.
  5. If the behavior does not present immediately, then again run for long enough to be sure it will not have the same problem
  6. Repeat steps 4 and 5 until all things are loaded or the behavior presents

When the behavior presents, you know the culprit...the last thing you loaded.

If the behavior does not re-present, then you know that either step 1 or 2 cured it.

If the behavior presents no matter what, then you likely have a hardware level issue for which no amount of OS or software can cure.



Also, after each reload attempt, I suggest the following steps, in order, even if they seem redundant to what you have already tried (steps 1 and 2 each should result in a message coming to your BB...please wait for that before proceeding to the next step):

1) Register HRT

  • KB00510 How to register a BlackBerry smartphone with the wireless network
  • Please wait for one "registration" message to arrive to your Messages app

2) Delete and Resend Service Books

  • KB05000Delete the service book for the BlackBerry Internet Service email account from the BlackBerry smartphone
  • If you have no CMIME entry, then skip the deletion
  • KB02830 Send the service books for the BlackBerry Internet Service
  • Please wait for "Activation" Messages, one per already configured email account, to arrive in your Messages. If you have no already configured email accounts, please wait 1 hour.

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.


Good luck and let us know!


Occam's Razor nearly always applies when troubleshooting technology issues!
If anyone has been helpful to you, please show your appreciation by clicking the button inside of their post. Please click here and read, along with the threads to which it links, for helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions.
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New Contributor
BaseballLady
Posts: 9
Registered: ‎10-20-2010
My Carrier: Rogers

Re: Email not working on 9700

I have downgraded the OS, got email to work, then upgraded the OS and now it will send emails and receive emails but if I try to reply to an email it will only "Save Draft".  I have tried deleting and adding email address again and have tried resending service books.  Ideas?

Bold9000->Bold 9700->Bold 9790

Now rocking the Z10 and Playbook
Please use plain text.
Hall of Famer II
sdgardne
Posts: 46,057
Registered: ‎11-28-2008
My Carrier: TMobile USA

Re: Email not working on 9700

Usually that is a corrupt service book or registration. Did you do the 3 steps (Register HRT, resend SBs, reboot) exactly as I wrote above? You said, in this post, only that you resent the SBs...which is only the 2nd step, all alone by itself...

Occam's Razor nearly always applies when troubleshooting technology issues!
If anyone has been helpful to you, please show your appreciation by clicking the button inside of their post. Please click here and read, along with the threads to which it links, for helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions.
Join our BBM Channels
BSCF General Channel
PIN: C0001B7B4   Display/Scan Bar Code
Knowledge Base Updates
PIN: C0005A9AA   Display/Scan Bar Code
Please use plain text.
New Contributor
BaseballLady
Posts: 9
Registered: ‎10-20-2010
My Carrier: Rogers

Re: Email not working on 9700

Did the three steps again and a big ol battery pull and it's working! 

 

Now trying to get all her BBM contacts back!

Bold9000->Bold 9700->Bold 9790

Now rocking the Z10 and Playbook
Please use plain text.
Hall of Famer II
sdgardne
Posts: 46,057
Registered: ‎11-28-2008
My Carrier: TMobile USA

Re: Email not working on 9700

Excellent!

 

BBM contacts are trickier...if it was on BBM7, then it's supposed to be a simple matter of using the same BB ID on the BB. If prior to BBM7, then it is much trickier, see this:

  • KB20554 How to back up and restore the BlackBerry Messenger contact list

Good luck!


Occam's Razor nearly always applies when troubleshooting technology issues!
If anyone has been helpful to you, please show your appreciation by clicking the button inside of their post. Please click here and read, along with the threads to which it links, for helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions.
Join our BBM Channels
BSCF General Channel
PIN: C0001B7B4   Display/Scan Bar Code
Knowledge Base Updates
PIN: C0005A9AA   Display/Scan Bar Code
Please use plain text.
New Contributor
BaseballLady
Posts: 9
Registered: ‎10-20-2010
My Carrier: Rogers

Re: Email not working on 9700

And luckily I upgraded her to BBM7 at Christmas!  Contacts are back but when I try to send a message to someone it has the red clock (can't send) beside it.  Just need to get it up and going and keep it going until they get back from vacation the start of April so she can get a BB10!

Bold9000->Bold 9700->Bold 9790

Now rocking the Z10 and Playbook
Please use plain text.
Hall of Famer II
sdgardne
Posts: 46,057
Registered: ‎11-28-2008
My Carrier: TMobile USA

Re: Email not working on 9700


BaseballLady wrote:

And luckily I upgraded her to BBM7 at Christmas!  Contacts are back but when I try to send a message to someone it has the red clock (can't send) beside it.


Hmmm...usually as service-level issue. Might just take some patience to sort it all out. Or might take those 3 steps again. Or might take the "bare bones" methods to be sure nothing is interfering. Or might be that the Rogers person was right...

 

Good luck!


Occam's Razor nearly always applies when troubleshooting technology issues!
If anyone has been helpful to you, please show your appreciation by clicking the button inside of their post. Please click here and read, along with the threads to which it links, for helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions.
Join our BBM Channels
BSCF General Channel
PIN: C0001B7B4   Display/Scan Bar Code
Knowledge Base Updates
PIN: C0005A9AA   Display/Scan Bar Code
Please use plain text.
New Contributor
BaseballLady
Posts: 9
Registered: ‎10-20-2010
My Carrier: Rogers

Re: Email not working on 9700

I have the Rogers guy beat! I bet a battery pull could solve world hunger LOL!

Got it all working... Now just need it to keep working!
Bold9000->Bold 9700->Bold 9790

Now rocking the Z10 and Playbook
Please use plain text.
Hall of Famer II
sdgardne
Posts: 46,057
Registered: ‎11-28-2008
My Carrier: TMobile USA

Re: Email not working on 9700

Excellent! Good luck!

Occam's Razor nearly always applies when troubleshooting technology issues!
If anyone has been helpful to you, please show your appreciation by clicking the button inside of their post. Please click here and read, along with the threads to which it links, for helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions.
Join our BBM Channels
BSCF General Channel
PIN: C0001B7B4   Display/Scan Bar Code
Knowledge Base Updates
PIN: C0005A9AA   Display/Scan Bar Code
Please use plain text.