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New Contributor
Posts: 2
Registered: ‎07-22-2013
My Device: Torch 9800
My Carrier: Tesco (o2)

No Email Setup Option

I'm in the process of transferring my wife's cell service from a Curve 9300 to a Torch 9800. Everything works ok except for the email facilities.

 

When I go into Setup and select email accounts I get a very brief sight of the small black clock then the whole phone freezes until the battery is pulled and the phone is restarted.  I have factory reset the handset and checked that my Blackberry id is registered correctly.

 

Is is possible that I have an OS problem if so is it possible to reload the OS. The current OS is 6.0 bundle 2647 which as far as the update wizard is concerned is the latest version. Everything previously worked fine on the 9300.

 

Can anybody help, please.

Hall of Famer III
Posts: 58,185
Registered: ‎11-28-2008
My Device: DTEK50 (AAH108), PRIV (AAH995), Z10/Z30/Q10 (10.3.2.2813), Playbook (2.1.0.1917)
My Carrier: TMobile USA

Re: No Email Setup Option

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 (pre-BB10 devices only)

  • 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

  • Pre-BB10 Devices ONLY. 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.
  • BB10 Devices. Hold the top button down until the counter reaches zero. Wait for the device to be fully shut down (e.g., nothing at all displayed on the screen, no LED lights, etc.). Hold the top button until the red LED is lit. Wait through the full boot-up process. IF this fails, you can attempt the battery-pull method above, but it is normally NOT recommended unless nothing else works.
  • 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.

Now try to set up email again...and hopefully that will get things going again for you! Otherwise, you could contact your mobile service provider for formal support.

 


Gibbo85 wrote:

 

Is is possible that I have an OS problem if so is it possible to reload the OS. The current OS is 6.0 bundle 2647 which as far as the update wizard is concerned is the latest version. Everything previously worked fine on the 9300.


Please refer to this official download portal as you proceed. It is sorted first by carrier -- so if all you want are the OS levels your carrier supports, your search will be quick. However, some carriers are much slower than others to release updates. To truly seek out the most up-to-date OS package for your BB, you must dig through and find all carriers that support your specific model BB, and then compare the OS levels that they support.

From a PC, you can install any compatible (e.g., for your exact BB Model Number) OS package to a BB via this procedure:

Note that while written for "reload" and the Storm, it can be used to upgrade, downgrade, or reload any BB device model -- it all depends on the OS package you download and install to your PC. After installing the OS package to your PC, please remeber to delete, on your PC, all copies of VENDOR.XML...there will be at least one, and perhaps 2, and they will be located in or similarly to (it changes based on your Windows version) these folders:

  • C:\Program Files (x86)\Common Files\Research In Motion\AppLoader
  • C:\Users\(your Windows UserName)\AppData\Roaming\Research In Motion\BlackBerry\Loader XML

Be sure that you remove, from your PC, any other BB device OS packages as having more than one installed to the PC can cause conflicts with this procedure.



You may also want to investigate the use of BBSAK (bbsak.org) to perform the wipe it is capable of.



You may also want to try the "Bare Bones OS Reload Procedure" to attempt to narrow down the precise causal item:

  1. Load your OS "bare bones"...if anything is optional, do not install it.
  2. If the behavior presents immediately, then try a different OS with step 1
  3. If the behavior does not immediately present, then run for as long as it takes for you to be sure that the behavior will not present.
  4. Add one thing -- no matter how tempting, just one.
  5. If the behavior does not present immediately, then again run for long enough to be sure it will not have the same problem
  6. Repeat steps 4 and 5 until all things are loaded or the behavior presents

When the behavior presents, you know the culprit...the last thing you loaded.

If the behavior does not re-present, then you know that either step 1 or 2 cured it.

If the behavior presents no matter what, then you likely have a hardware level issue for which no amount of OS or software can cure.



You may also need the use of these tricks:



If you are on MAC, you are limited to only your carriers sanctioned OS packages...but can still use any levels that they currently sanction. See this procedure:

  • KB19915How to perform a clean reload of BlackBerry smartphone application software using BlackBerry Desktop Software

Good luck and let us know!


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: ‎07-22-2013
My Device: Torch 9800
My Carrier: Tesco (o2)

Re: No Email Setup Option

Thanks for your prompt reply sdgardne.

 

I followed the intstructions that you kindly supplied. Unfortunately the only one with any relevant result was the registering of the HRT which resulted in the required registration confirmation being received. There were no relevant email address entries with CMIME attributes. 

 

The nub of my problem remains that although I can actually see the "Email Accounts" icon in the Setup wizard I cannot get the icon to open. All I get is the "ticking clock" icon for the briefest of instants which suggests to me that the software which should be activated by clicking on the "Email Accounts" icon is either missing or inoperative.

 

When I use the Desktop Software to look at the device application software there are 2 elements listed, as follows:-

 

Email Setup Application 6.11.0216.1323 2.7MB is required

and

Email Setup 6.11.0419.0755 1.1MB is installed

 

Could this be part of the problem or should the software that is installed be sufficient.

 

I have reloaded the OS latest version several times to no useful purpose. I have also spoken at length to my service provider who, after a lot of dialogue and trying different ideas, came up with the opinion that the problem must be due to a "hardware conflict" and was unable to offer no further support.

 

Has anyone any ideas please.

 

 

Hall of Famer III
Posts: 58,185
Registered: ‎11-28-2008
My Device: DTEK50 (AAH108), PRIV (AAH995), Z10/Z30/Q10 (10.3.2.2813), Playbook (2.1.0.1917)
My Carrier: TMobile USA

Re: No Email Setup Option


Gibbo85 wrote:

I followed the intstructions that you kindly supplied. Unfortunately the only one with any relevant result was the registering of the HRT which resulted in the required registration confirmation being received. There were no relevant email address entries with CMIME attributes.  


So, did you just stop there and not send the Service Books at all? All three steps are needed in order to achieve the result that they intend...if there are no entries to delete, then you move on and just send the SBs...


Gibbo85 wrote:

The nub of my problem remains that although I can actually see the "Email Accounts" icon in the Setup wizard I cannot get the icon to open. All I get is the "ticking clock" icon for the briefest of instants which suggests to me that the software which should be activated by clicking on the "Email Accounts" icon is either missing or inoperative.


If this has to do with the attempt to send the SBs, then the KB lists multiple methods to accomplish that, with the on-device email setup wizard being only one of them...you need to try the others.


Also, sometimes using the BB Browser and going to the URL www.blackberry.com/integrate can succeed in configuring an email account where other methods fail.


Gibbo85 wrote:

When I use the Desktop Software to look at the device application software there are 2 elements listed, as follows:-

 

Email Setup Application 6.11.0216.1323 2.7MB is required

and

Email Setup 6.11.0419.0755 1.1MB is installed

 

Could this be part of the problem or should the software that is installed be sufficient.


I have no way to know.


Gibbo85 wrote:

I have reloaded the OS latest version several times to no useful purpose.



But have you done the full tedious and iterative Bare Bones process?


Gibbo85 wrote:I have also spoken at length to my service provider who, after a lot of dialogue and trying different ideas, came up with the opinion that the problem must be due to a "hardware conflict" and was unable to offer no further support.


If they are correct, then your need is for warranty support on your new device, which you obtain from your original place of purchase or an authorized service center -- depending on the terms in your device purchase contract. But, again, that "Bare Bones" process is intended to help determine if indeed it is a hardware issue.

 

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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