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New Contributor
Posts: 2
Registered: ‎10-19-2013
My Device: BB 9360
My Carrier: Wind Mobile

Cannot connect to email on BB9360 OS7.1 Bundle 2102



I upgraded my BB9360 to OS7.1 Bundle 2102 (v7.1.0.746 Platform and use Wind Mobile as my carrier.  After the upgrade, I cannot configure my email settings.  Whenever I select Email Accounts on the Setup, nothing happens.  NOTHING is launched.


I have managed to download BB App World, get a BB ID, download BB Messenger, but cannot launch into the email settings to configure my email accounts.


I have tried this even after a full security clear by downloading the OS from the Desktop Manager and over the wireless connection.  I have also swapped the SIM card.


My only remedy seems to be try to downgrade the OS.



Hall of Famer III
Posts: 58,778
Registered: ‎11-28-2008
My Device: DTEK50 (AAI82), PRIV (AAI795), Z10/Z30/Q10 (, Playbook (
My Carrier: TMobile USA

Re: Cannot connect to email on BB9360 OS7.1 Bundle 2102

Hi and Welcome to the Community!

With a strong carrier network signal (e.g., not merely WiFi), 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) 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 your configurations for the affected email accounts. Otherwise, you should contact your mobile service provider for formal support.

Good luck!

Occam's Razor nearly always applies when troubleshooting technology issues!

New to the Community? Click here and also here for helpful guidance. Also please click here for additional 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. If anyone has been helpful to you, please show your appreciation by clicking the button. Need a reference to BB10 OS/SR versions? Click here. Need a specific BB10 AutoLoader? Send me a private message.

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New Contributor
Posts: 2
Registered: ‎10-19-2013
My Device: BB 9360
My Carrier: Wind Mobile

Re: Cannot connect to email on BB9360 OS7.1 Bundle 2102



From the Desktop Manager, I installed the Email Setup application (really surprised that this was not part of the default settings for the OS Upgrade).  After the reinstallation process, I was able to setup my email accounts.


A couple of observations of the overall installation / upgrade process via the Desktop Manager:


  • While the device is recycling, I get a Debug report from the Desktop Manager (which usually means that the application has crashed.)  Not very helpful.
  • During the Email Setup installation, the steps appeared to be the same as my previous 6 installation attempts -- therefore, I had no idea if this was going to work until the device was fully installed.  I was pleasantly surprised that the installation DID work.
  • Not impressed by the Desktop Manager application  (even for a technically knowledgeable person, at times it appeared to be overwhelming).

I suppose all is well that ends well.