BlackBerry® Enterprise Service 10

[Daniel_Zuniga]

Hello guys, when you have an issue where the BlackBerry Smartphone is unable to receive email messages but able to send do the next steps:

-Delete the Desktop[CMIME] from the device.
-Perform a hard reset to the device (remove the battery for 10 seconds).
-Reboot the device.
-Once the device is up and running resend the service books from the BAS to the device.
-Wait a few seconds and go back to service books on the device to see if the new Desktop[CMIME] was received. If it was received do some testing with emails to see if now the device can receive emails.

-If the device did not receive the new Desktop[CMIME] service book on the device try a PIN to PIN message to see if the device has data-coverage.
-If the device has good data-coverage regenerate the encryption keys on the device ( http://www.blackberry.com/btsc/KB20355) . If the new encryption keys were received do some test again with emails to see if now the device can receive email messages.

[knottyrope]

Check mail filters?

Check this KB?

KB11172 Unable to receive email messages

[Daniel_Zuniga]

The first thing that you want to check after the Messages Settings would be the Service Books which is not posted in the Knowledge Base Article.

[knottyrope]

are you fixed now or need more help?

[Daniel_Zuniga]

Actually I was posting information for people with this kind of issues so they can follow the steps in case they have a problem receiving email messages, so I do not have any issue with the email flow.

[knottyrope]

I thought you had an issue as the subject did not list it as a tip

not as common as some other issues but it does crop up every now and then

[Daniel_Zuniga]

Thanks my friend.