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Hall of Famer III
Posts: 57,531
Registered: ‎11-28-2008
My Device: PRIV (6.0.1/AAG111), Z10/Z30/Q10 (10.3.2.2813), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Diagnostic Test - Unable to Connect to "Blackberry" or "PIN Email" in German


lgfreak wrote:

no one?


Please understand that this is a user-to-user community...other folks therefore have their lives also to live in between time they volunteer here. 24 hours is customary before "bumping" a post...

 

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 contact your mobile service provider for formal support, and to be certain that your specific device is even compatible with their network.

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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Contributor
Posts: 12
Registered: ‎01-13-2014
My Device: Blackberry Torch 9810
My Carrier: Orange

Re: Diagnostic Test - Unable to Connect to "Blackberry" or "PIN Email" in German

Hey, thank you for your time, I apreciate your answer, I made this steps 8 times now with OS install from scratch...the problem is that in the Email Accounts selection screen, there is no Internet Mail Account option and this thing with my imposibility to make an account on my carrier blackberry site cause i receive this message "Your Blackberry internet service Account is suspended or deactivated. Please contact Orange Romania at 408 or" is telling me that my pin is blocked on BES (the phone was received from a Blackberry employe)

Hall of Famer III
Posts: 57,531
Registered: ‎11-28-2008
My Device: PRIV (6.0.1/AAG111), Z10/Z30/Q10 (10.3.2.2813), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Diagnostic Test - Unable to Connect to "Blackberry" or "PIN Email" in German

[ Edited ]

And, what part of this new message is unclear to you? What does Orange say? Is your specific device even compatible with their network for automatic HRT and Service Book population? Only they can answer that question for you...so you have to do as this new message tells you.

 

But, now you have revealed something new...BES. If the prior owner did not properly cleanse the device of the BES IT Policy, it could very well be causing you many issues. You can remove it with this procedure:

  • KB31291 How to reset a BlackBerry smartphone to factory settings using BlackBerry Desktop Software

But, if you do a backup/restore, DO NOT do a full restore...instead, only a selective restore of only those databases you specifically require (e.g., contacts, calendar, etc.) and specifically avoid any databases having to do with IT Policy, Enterprise, or any other such thing. If you restore those databases, it will dutifully place the IT Policy back onto your device, and you'll be right back where you are now.

 

Also, refer:

  • KB05099 Steps to take before selling or after buying a previously owned BlackBerry smartphone

All steps must be fully completed, in order. And typically the buyer is not authorized to conduct the steps that the Seller is responsible for.

 

Cheers and 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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