03-12-2013 07:52 AM
I just want to check what the possible causes are of a user unable to send or receive email whilst abroad.
My user went to several cities in Italy this weekend and upon landing in Italy was unable to send or receive emails.
I noted on BESX that his network had changed to I TIM 3G and that the IT policy had changed from "applied sucessfully" to "Sent". All packets were also "pending".
All other users were unaffected.
I know from our network that there are no restrictions on using our Blackberry's abroad and given the unlikelyhood he was not in a 3G area, what possible causes would prevent access to email service?
Could it have been for instance the IT policy?
The model of Blackberry is a 9320 is there known problems with this device when changing networks abroad?
We are in UK.
Solved! Go to Solution.
03-12-2013 11:43 AM
maybe he was using a non work SIM?
It is a BESAdmin rite of passage to go through the gauntlet of correcting the right BES data plan with your carrier.
Under Manage Connections on the device (OS 5 and higher), there's a services status which tells if connected to the data network.
For BES dataplan testing.
Want to check if a device is provisioned correctly?
Sign up for free to the BlackBerry Expert Support Center.
Then use the Enterprise Activation Readiness tool.
All at absolutely no cost to you or your organization!
The BESC gives you a suite of valuable tools, and includes a Complimentary Support Incident should you need to contact BlackBerry Technical Support directly.
03-12-2013 12:14 PM - edited 03-12-2013 12:20 PM
it was a work SIM. He wouldn't know how to take it out.
Is there anything obvious in BESX that can block emails if the user changes network like in the IT policy?
03-12-2013 01:48 PM
device has a setting for no data while roaming
BES Express dont really have anything to block data as it was made for BYOD