04-03-2013 09:42 AM
I visited my service provider to get my cell phone email application fixed. I cannot receive email and when I use Setup Wizard, I get a message: "Your device had a problem connecting to the server." Sprint could not fix this problem either and advised me to contact Blackberry. I am contacting Blackberry, please advise.
04-03-2013 11:18 AM
Hi and Welcome to the Community!
I am contacting Blackberry
No, you are not...refer to this information which is at the top of every page on this site:
If someone at Sprint told you that coming here was "contacting BlackBerry", then they told you something that is not correct.
Indeed, end users have no method to contact BlackBerry directly for anything. The way the contractually required support model works is that, for issues that are "service related", your service provider is responsible for all of your front line support. For issues that are "device related", your original place of purchase or an authorized service center (depending on region) are responsible for all of your front line support. Both can escalate cases up to BlackBerry that require such, but end users have no free path to bypass those contractual requirements and seek support directly from BlackBerry for anything.
Sadly, the person you spoke to at Sprint seems to have been (I'll be gentle) not properly trained in how support actually works.
So, with that bit of business out of the way...
when I use Setup Wizard, I get a message: "Your device had a problem connecting to the server."
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
2) Delete and Resend Service Books
3) Batt Pull Reboot
Hopefully that will get things going again for you! If not, then you should again contact Sprint, and hopefully find a more well trained support person: