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New Contributor
dm712
Posts: 5
Registered: ‎08-05-2013
My Device: Blackberry Tour 9630
My Carrier: SFR
Accepted Solution

Can't register device, no BB browser and can't set-up email a/c

Device info

 

SFR - France

Blackberry Tour 9630 - OS 5.0

 

Problem:

 

I got this phone from a friend who bought it in the USA from Sprint. I have now suscribed

a Blackberry plan with my operator in France. I did receive a message from Blackberry:

 

" Your handheld device has been registered with the wireless network" 

 

I received this message a couple of times when I restarted the Blackberry. However, now 

that I am trying to setup the email account, it said that the device was not registered and 

to follow the following instructions:

 

Options -> Advanced Options -> Host Routing Table -> Register now

 

Which I did and then received the following message:

 

" Registration message sent"

 

But I never received any confirmation. I then contacted my service provider

but since they have not commercialized the 9630 they cannot help really.

We tried to configure and register manually the device on a web browser

on a desktop computer:

 

mobileemail.vodafone.fr

 

This worked, I was able to add my device with my PIN and IMEI and

add an email. But still nothing on my mobile device... :'(

 

"Your device had a problem conencting to the server"

 

Also I still have "Activation Required" on top of the screen.

 

Please could anyone help with this issue? I really don't know how to

get the blackberry browser back and to get the email working. 

Internet seems to be working fine, I can access Whatsapp, viber 

and the web via Opera Browser... But I just wanted to know if it is

possible to use to the full extent the Blackberry options :smileyhappy:

 

Thanks in advance for your help and any suggestions.

 

Das

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Hall of Famer II
sdgardne
Posts: 47,604
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Can't register device, no BB browser and can't set-up email a/c

Hi and Welcome to the Community!

There's nothing to add to your BB per se. Using the BB-specific services is a matter of your carrier providing those to you. And there are some things that must happen for them to do so.

Any BB can be used on any carrier that runs the same radio frequencies that the BB is capable of (and I've no idea if your's are such). But, to bring a BB onto a carrier network that they did not sell to you, there are several hurdles to cross:

1) The carrier must say "yes" to the fact...they own their network and have every right to say what devices will be allowed to connect to it. If they say "no", then that's the end of it.

2) You must be sure that your BB is properly unlocked from it's originally manufactured-for carrier...see this helpful thread for details:

3) You must get all of your voice level services functioning on the carrier, before you even try anything about data

4) You must subscribe, from the carrier, to an adequate data plan to enable the BB-proprietary services you desire

5a) If the carrier directly supports your specific model BB, then you can proceed with registering the BB onto their network, generating the proper Service Book delivery to your BB, and proceeding to function.

5b) But, if the carrier does not directly support your specific model number of BB, then the challenges are much greater as most carrier systems will not deliver, to the BB, the necessary service books to enable the BB-proprietary data services, even if you do subscribe to them.

So, depending on all of that, your BB may or may not ever fully function on that carrier network. It can be quite tricky to accomplish, especially if 5b applies. So take a look at all of that and decide how you wish to proceed. Most folks wind up just buying a new BB if 5b applies.

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
dm712
Posts: 5
Registered: ‎08-05-2013
My Device: Blackberry Tour 9630
My Carrier: SFR

Re: Can't register device, no BB browser and can't set-up email a/c

Thanks for your prompt response.

 

They are looking into it now. It seems indeed that I am in situation 5b... 

Otherwise everything seems to be working just fine... I'll just have to deal

with it in some other ways if they can't find a solution.

 

I'll keep you posted if there is anything new.

 

D

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Hall of Famer II
sdgardne
Posts: 47,604
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Can't register device, no BB browser and can't set-up email a/c

There are tricks that can be attempted when only 5b applies (e.g., your BB is capable, per radio frequencies, of functioning on that carriers network, and all of your voice services are fine). It involves something called "Legacy" mode for backups, and specifically can extract the required Service Books from a different BB (one that is already fully functional on that carriers network) and import them into yours (assuming the registration is proper and the APN settings are correct). The risk is that if you ever update or otherwise lose the service books from your BB, those Service Books would be lost, and you have to perform the import yet again (retaining forever the backup file created from that other BB, along with the detailed instructions for the process, therefore critical for the long term).

It is actually a very tricky procedure, of course requiring access to a separate BB that is already fully functional on their network (so as to extract from it the Service Books you require). I have provided the procedure a few times here in these forums, but have never had to actually do it myself...and so far, I have no positive results from others making the attempt. Note carefully please that some never responded...so it's possible that it worked for them, but they just didn't bother to come back and say so. The instructions themselves have been vetted by other members here who have actually done the procedure.

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
dm712
Posts: 5
Registered: ‎08-05-2013
My Device: Blackberry Tour 9630
My Carrier: SFR

Re: Can't register device, no BB browser and can't set-up email a/c

Hello there!

So here is an update to my problem...
My service provider was able somehow to fix the issue only temporarily... It worked for about 5 mins this morning! I received all sorts of message from Blackberry saying that Blackberry Internet Service is working and so on... and even received two mails from my e-mail address...
No need to tell you that I was really happy until... I clicked on the link in one of the mails (the BIS one which asked that I accept conditions...). So it went to the BB browser where nothing happened. And the BB logo disappeared next to the signal :smileysad:

It appears that there must be some instability somewhere... maybe radio frequencies on this phone are very diff. from French phones. But it didn't work after, and the tech from the service provider could not do anything.

Last resort now... he asked that I do a cross check (put my sim in another Blackberry and see if the Blackberry logo appears) and then if that is working this means that the problem is coming from the phone.

Will keep you posted if anything new.
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New Contributor
dm712
Posts: 5
Registered: ‎08-05-2013
My Device: Blackberry Tour 9630
My Carrier: SFR

Re: Can't register device, no BB browser and can't set-up email a/c

Hello again,

 

Since I didn't have any solutions and anything to lose, I decided to reset factory setting for 

my Blackberry by doing a wipe-out...

 

And guess what... Everything seems to be working perfectly fine. I have been able to set 

up e-mail. Browser and Blackberry logo are here! So I guess there were some incompatibilities

with the settings already on the phone and the new one (from my service provider).

 

Anyway I still don't know why it is still writing Activation Required on top of my screen and also

when I switch on the mobile, it is still not able to "register" the phone. Even though every thing

seems to be working just fine now. 

 

Thanks for your help.

 

D

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Hall of Famer II
sdgardne
Posts: 47,604
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Can't register device, no BB browser and can't set-up email a/c


dm712 wrote:

Since I didn't have any solutions and anything to lose, I decided to reset factory setting for 

my Blackberry by doing a wipe-out...



Those are actually to different procedures...it would be interesting to understand exactly which one you used. One is via the device interface, the other is via the Desktop Software. Only the Desktop Software method is truly documented as "Reset To Factory".

 


dm712 wrote:

And guess what... Everything seems to be working perfectly fine. I have been able to set 

up e-mail. Browser and Blackberry logo are here! So I guess there were some incompatibilities

with the settings already on the phone and the new one (from my service provider).


Something (I cannot know what) was installed or configured on your device, preventing it from properly functioning with your carrier network. The wipe (whichever type you did) cleared that. An unexpected result, but a good one for you nevertheless.


dm712 wrote:

Anyway I still don't know why it is still writing Activation Required on top of my screen


Here is one possibility:

  • KB32815 After enabling the Mobile Hotspot feature on a BlackBerry smartphone a message indicates "Activation Required"

There may be others...if you search the KB database, you might find others.

 

It may also be that your BB remains somehow tied to some BES environment, which may be attempting to "reach out" and activate your BB on that BES. If that's the case, then I would predict issues going forward.


dm712 wrote:and also

when I switch on the mobile, it is still not able to "register" the phone. Even though every thing

seems to be working just fine now.


Hmmm...again, an unexpected result indeed. I do not understand why you have all of these situations. But, if I were you I would keep careful watch over things. Hopefully they will not begin to be problematic as time passes.

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
dm712
Posts: 5
Registered: ‎08-05-2013
My Device: Blackberry Tour 9630
My Carrier: SFR

Re: Can't register device, no BB browser and can't set-up email a/c

Sorry about this confusion... I thought it was the same thing.

So I went in

Options -> Security -> Security Wipe

And then chose only the first option which was :

"Emails, contacts, etc..."

Don't know why there are these issues, anyway I don't really mind that things seems to be working just fine. I'll try to look into it some other time if ever I have other issues.

Thanks again for your help.

D
Please use plain text.
Hall of Famer II
sdgardne
Posts: 47,604
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Can't register device, no BB browser and can't set-up email a/c

You are welcome...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.