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Troubleshooting BES Issues

Reference Number: AA-00223 Created: 2012-09-19 17:48 Last Updated: 2012-10-04 04:52 0 Rating/ Voters

Deleted Items are not Reconciling

I am deleting emails from my Blackberry handheld, but the messages are not deleted from my Exchange inbox. How can I delete them from both?

Answer: Here are instructions on how to delete messages from your Exchange Inbox at the same time that they are deleted from your BlackBerry.

  1. Go to Messages on your Blackberry handheld. click the track-wheel and scroll down to select Options.
  2. Scroll down and select Email Reconciliation. Under this option, go to Delete On and can select Handheld, Mailbox & Handheld or Prompt.
  3. After selecting your option, click the track wheel and save.
  4. You can use the Escape button to return to previous menus and messages.

If you selected the Prompt option, from now on when you delete a message on the handheld, it will prompt to delete from Handheld or Mailbox & Handheld. This is a useful option, as sometimes you might want to delete the message from both. Keep in mind, when you select a date in handheld under Messages and use the Delete prior option, it will delete messages only from the handheld.

Calendar Not Synchronizing

If your wireless Blackberry Calendar synchronization does not work, or only works in one direction (from Outlook to the Blackberry or from the Blackberry to Outlook), please try these troubleshooting tips.

  • Clear out the handheld calendar by connecting the device to the computer and running the Desktop Manager software. Make sure the Desktop Manager software shows it’s connected to the device. Go to Backup -> Restore and select the Advanced button. On the right side you will see all of the databases on the device. Find the Calendar database and select Clear to erase it. Then go back to Intellisync and perform another synchronization of the device. Test the calendar synchronization in both directions (from Outlook to the Blackberry and from the Blackberry to Outlook).
  • From the Desktop Manager, go to Intellisync and then Configure PIM. Select Calendar and Choose. Set it to use MS Outlook. Perform a full Intellisync. Go back to PIM Manager and set the calendar to use Blackberry Wireless Calendar sync. Perform another full Intellisync. You should get a warning that items on the handheld will be overwritten by that from Outlook. Test the calendar synchronization in both directions (from Outlook to the Blackberry and from the Blackberry to Outlook).
  • Close Outlook and Blackberry Desktop Manager software. In Windows, go to the Control Panel and then Mail and create a brand new profile called "Blackberry". Connect the profile to your Exchange account just like your regular profile is. After the profile is created, open the Blackberry Desktop Manager software and go to Redirector Settings and the Advanced tab. Select the Profile Settings button and set the software to use the new "Blackberry" profile you created a few moments ago. (Make sure the Outlook calendar is set to use MS Outlook instead of wireless sync) Then go to Intellisync and go through each item (calendar, address book, notes, etc.) and select Choose and Options and make sure that the new "Blackberry" profile is being used. Perform a full Intellisync. Then go back to PIM Manager and switch the calendar to use Blackberry Wireless Sync and perform another full Intellisync. Test the calendar synchronization in both directions (from Outlook to the Blackberry and from the Blackberry to Outlook).

Cannot Send/Receive or Surf

Your device may not be registered on the wireless data network (very common on new devices)

  • Depending on your cellular carrier, you can check the following:
    • T-Mobile/AT&T/Cingular/Rogers - You should see an uppercase GPRS near the battery indicator on the device. (GSM or lowercase gprs indicates you are not on the network. Contact your mobile provider for more information.)
    • Nextel - You should see an uppercase NXTL near the battery indicator on the device. (Contact your mobile provider if you see otherwise.)
    • Verizon - You should see an uppercase 1X near the battery indicator. (Contact your mobile provider if you see otherwise.)
  • Your device may be pointing to the local web client. On the device, go to Options and message services. From there make sure the Messaging (CMIME) entry is pointing to Desktop. If it is not, click the track wheel and change to Desktop. If you do not have the option for Desktop then your Blackberry is not properly configured to work with the myhosting.com Blackberry Enterprise Server. You may need to contact myhosting.com.com Support or your wireless carrier.
  • Often, removing the battery for 15 seconds, restarting the device and ensuring your wireless mode is on, fixes intermittent connectivity issues.
  • On the device go to Options -> Service Books. Delete all service books that say "Desktop" in the name. Connect the device to your computer and perform an Intellisync. Remove the device and turn the it off for 15 seconds, and then back on. After about 10 minutes, you should see the "Desktop" service books come back onto the device.

BlackBerry Desktop Software Crashes

When running Blackberry Desktop Software, if it crashes when it trying to connect to your Outlook profile in Outlook 2003, then you may need to upgrade the version of the Desktop Software you are using.

If you are running Outlook 2003, you must run Blackberry Desktop Manager software version 3.6 Service Pack 2 or higher. You can tell you have the correct desktop software by going to Help -> About and checking the date of the software. It should say version 3.6.2.9 or higher and be dated January 19, 2004 or later.

If you have a prior version you may need to perform a full uninstall of the software and then downloading the latest version of the Blackberry Desktop Software.

Daylight Savings Time

Starting in 2007, Daylight Savings Time will started sooner and ended later. Some devices like older BlackBerry handhelds, may not be ready for this change. A workaround is available and is described in detail in the BlackBerry knowledge base.

We recommend reading the above referenced article for the full details of the workaround. However, below is a quick reference of steps to take if you have not installed the update.

  1. At the start of DST - Disable Update Device Date and Time feature, and manually move the time on your device ahead one hour. You may need to adjust appointment times for appointments between this date and the start of the old DST.
  2. At the start of the old DST - Enable the Update Device Date and Time feature, and manually move the time on your device back one hour.
  3. At the end of the old DST - Disable the Update Device Date and Time feature, and manually move the time on your device ahead one hour. You may need to manually adjust appointment times for appointments between this date and the end of DST.
  4. At the end of DST - Enable the Update Device Date and Time feature, and manually move the time on your device back one hour.

BlackBerry in China

Unfortunately, Blackberry coverage in Hong Kong and other parts of China is blocked to local users in The People's Republic of China. You must connect to a local Blackberry Enterprise Server and will not be able to use the myhosting.com Blackberry Enterprise Service in that region.

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