BlackBerry Handheld Troubleshooting Guide

DESKTOP

1) Did the e-mail make it to your desktop?

Yes - then your Exchange server is probably working fine.

No - then the problem is probably with your Exchange server.

2) Check the "Network Status" on the BlackBerry itself.

AT&T / T-Mobile:

OFF

1) The radio is OFF.

2) Voice and data will not work in this mode.

3) Turn the radio on by clicking on the Airplane/Tower icon.

X

1) The radio is ON, but the BlackBerry is not detecting any radio signal.

2) Voice and data will not work in this mode.

3) You are probably outside the carriers coverage area. If you believe you are in an area with good coverage, reset the radio (not the device) by turning the radio OFF for a few seconds, and then back ON. If this does not restore radio coverage, you may have a defective unit. See your IT person to troubleshoot the device.

SOS

1) The radio is ON. The BlackBerry is connected to a voice network that does not have an active roaming agreement with your carrier.

2) Only Emergency (911) calls will work. Normal voice and data applications will not.

3) If you believe you are in an area with good coverage (your carrier), reset the radio (not the device) by turning the radio OFF for a few seconds, and then back ON. If this does not restore radio coverage with your carrier, you are either outside of your carrier’s coverage area, or may not be provisioned for voice or data service.

GSM

1) The radio is ON. The BlackBerry is connected to the voice network, but has not attached to the data network.

2) Voice calls will work, but data applications (including e-mail) will not.

3) If the BlackBerry stays in this mode, reset the radio as described above. If the BlackBerry does not read GPRS or EDGE after the reset, either the carrier’s data network is experiencing problems, or the BlackBerry may not be provisioned properly.

a) Are other BlackBerrys (your carrier) working?

NO - The problem is probably with the carrier's network.

YES – the problem is either with provisioning or the problem is isolated to your geographic region of the carrier's network.

gprs or edge

1) The radio is ON. The BlackBerry is connected to the voice and data networks, but has not established a connection to RIM's relay.

2) Voice calls will work. Web browsing may work but e-mail will not.

3) If the BlackBerry stays in this mode, reset the radio. If the BlackBerry still does not read GPRS or EDGE after the reset, the carrier’s data network, or RIM's relay, is probably experiencing problems. See if other BlackBerry users are experiencing the same problems.

a) Are other BlackBerrys (any other carrier) working?

NO - The problem is probably in the RIM relay.

YES - The problem is not at the RIM relay and is most likely in your carrier's network.

b) Are other BlackBerrys (your carrier) working?

NO - The problem is probably with the carrier's network.

YES - the problem is probably isolated to your geographic region of the carrier's network.

GPRS or EDGE

1) The radio is ON. The BlackBerry is connected to the voice and data networks, and the RIM relay.

2) Voice and data should be working fine.

3) If e-mail is not "flowing", then there is a problem with the carrier’s network, RIM's relay, or your BlackBerry. See if other BlackBerry users are experiencing the same problems.

a) Are other BlackBerrys (any other carrier) working?

NO - The problem is probably in the RIM relay.

YES - The problem is most likely with your carrier's network.

b) Are other BlackBerrys (your carrier) working?

NO - The problem is probably with the carrier's network.

YES - the problem is probably with your BlackBerry, but it could be an isolated problem with the geographic region of your carrier's network. Also verify that your desktop e-mail is working properly.

Nextel

OFF

1) The radio is OFF.

2) Voice and data will not work in this mode.

3) Turn the radio on by clicking on the Airplane/Tower icon.

X

1) The radio is ON, but the BlackBerry is not detecting any radio signal.

2) Voice and data will not work in this mode.

3) You are probably outside Nextel’s coverage area. If you believe you are in an area with good Nextel coverage, reset the radio (not the device) by turning the radio OFF for a few seconds, and then back ON. If this does not restore radio coverage, you may have a defective unit. See your IT person to troubleshoot the device.

Bars (no text)

1) The radio is ON. The BlackBerry is connected to an iDEN network that does not have an active roaming agreement with Nextel.

2) Only Emergency (911) calls will work. Normal voice and data applications will not.

3) If you believe you are in an area with good Nextel coverage, reset the radio (not the device) by turning the radio OFF for a few seconds, and then back ON. If this does not restore radio coverage, you are either outside of Nextel’s coverage area, or may not be provisioned for voice or data service.

nxtl

1) The radio is ON. The BlackBerry is registering with the Nextel network.

2) Voice and data will not work in this mode.

3) If the BlackBerry stays in this mode, reset the radio as described above. If the BlackBerry does not read NXTL after the reset, either Nextel’s network is experiencing problems, or the BlackBerry may not be provisioned properly.

a) Are other Nextel BlackBerrys working?

NO - The problem is probably with the Nextel's network.

YES – the problem is either with provisioning or the problem is isolated to your geographic region of the Nextel network.

NXtl or NXTl

1) The radio is ON. The BlackBerry has not completed registration or completed only partial registration with the Nextel network.

2) Some applications or services may not be available.

3) If the BlackBerry stays in this mode, reset the radio. If the BlackBerry still does not read NXTL after the reset, Nextel’s data network, or RIM's relay, is probably experiencing problems. See if other BlackBerry users are experiencing the same problems.

a) Are other BlackBerrys (any other carrier) working?

NO - The problem is probably in the RIM relay.

YES - The problem is not at the RIM relay and is most likely in Nextel's network.

b) Are other Nextel BlackBerrys working?

NO - The problem is probably with Nextel's network.

YES - the problem is probably isolated to your geographic region of Nextel's network.

NxTL

1) The radio is ON. The BlackBerry does not detect the Nextel Direct Connect network.

2) The BlackBerry will not be able to place or receive Direct Connect calls or Call Alerts.

3) The BlackBerry is most likely outside of Nextel’s Direct Connect coverage area. If you believe you are within Nextel’s Direct Connect coverage, reset the radio (not the device) by turning the radio OFF for a few seconds, and then back ON. If this does not restore Direct Connect coverage, contact Nextel customer care.

NXTL

1) The radio is ON. The BlackBerry is connected to the voice and data networks, and the RIM relay.

2) Voice and data should be working fine.

3) If e-mail is not "flowing", then there is a problem with Nextel’s network, RIM's relay, or your BlackBerry. See if other BlackBerry users are experiencing the same problems.

a) Are other BlackBerrys (any other carrier) working?

NO - The problem is probably in the RIM relay.

YES - The problem is most likely with Nextel's network.

b) Are other Nextel BlackBerrys working?

NO - The problem is probably with Nextel's network.

YES - the problem is probably with your BlackBerry, but it could be an isolated problem with the geographic region of Nextel's network. Also verify that your desktop e-mail is working properly.

Alltel / Verizon Wireless / Sprint PCS:

OFF

1) The radio is OFF.

2) Voice and data will not work in this mode.

3) Turn the radio on by clicking on the Airplane/Tower icon.

X

1) The radio is ON, but the BlackBerry is not detecting any radio signal.

2) Voice and data will not work in this mode.

3) You are probably outside the carriers coverage area. If you believe you are in an area with good coverage, reset the radio (not the device) by turning the radio OFF for a few seconds, and then back ON. If this does not restore radio coverage, you may have a defective unit. See your IT person to troubleshoot the device.

D (located below signal strength indicator)

1) The radio is ON. The BlackBerry is connected to the voice network, but has not attached to the data network.

2) Voice calls will work, but data applications (including e-mail) will not.

3) If the BlackBerry stays in this mode, reset the radio as described above. If the BlackBerry does not read 1x or 1X after the reset, you may be roaming on a network that does not support data, the carrier’s data network is experiencing problems, or the BlackBerry may not be provisioned properly.

a) Are other BlackBerrys (your carrier) working?

NO - The problem is probably with the carrier's network.

YES – the problem is either with provisioning or the problem is isolated to your geographic region of the carrier's network.

1x

1) The radio is ON. The BlackBerry is connected to the voice network, but has not attached to the data network.

2) Voice calls will work, but data applications (including e-mail) will not.

3) If the BlackBerry stays in this mode, reset the radio as described above. If the BlackBerry does not read 1X after the reset, you may be roaming carrier that does not have a data roaming agreement with your carrier, the carrier’s data network is experiencing problems, or the BlackBerry may not be provisioned properly.

a) Are other BlackBerrys (any other carrier) working?

NO - The problem is probably in the RIM relay.

YES - The problem is not at the RIM relay and is most likely in your carrier's network.

b) Are other BlackBerrys (your carrier) working?

NO - The problem is probably with the carrier's network.

YES - the problem is probably isolated to your geographic region of the carrier's network.

1X or 1XEV

1) The radio is ON. The BlackBerry is connected to the voice and data networks, and the RIM relay.

2) Voice and data should be working fine.

3) If e-mail is not "flowing", then there is a problem with the carrier’s network, RIM's relay, or your BlackBerry. See if other BlackBerry users are experiencing the same problems.

a) Are other BlackBerrys (any other carrier) working?

NO - The problem is probably in the RIM relay.

YES - The problem is most likely with your carrier's network.

b) Are other BlackBerrys (your carrier) working?

NO - The problem is probably with the carrier's network.

YES - the problem is probably with your BlackBerry, but it could be an isolated problem with the geographic region of your carrier's network. Also verify that your desktop e-mail is working properly.