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New Member
Posts: 1
Registered: ‎04-03-2013
My Device: Curve 8530
My Carrier: Sprint

Email Failure to allow connection on phone

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.

Hall of Famer III
Posts: 58,818
Registered: ‎11-28-2008
My Device: DTEK50 (AAI82), PRIV (AAI795), Z10/Z30/Q10 (, Playbook (
My Carrier: TMobile USA

Re: Email Failure to allow connection on phone

Hi and Welcome to the Community!



pfgator wrote:

I am contacting Blackberry

No, you are not...refer to this information which is at the top of every page on this site:

BSCF User Comm.JPG


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...

pfgator wrote:

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

  • 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) Batt Pull 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 again contact Sprint, and hopefully find a more well trained support person:

  • KB32866 Error "Your device had a problem connecting to the server" is displayed when attempting to integrate an email account in the Email Setup application

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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