Mobile Workstyle | BlackBerry FAQ

| ENG | NL |


	Frequently Asked Questions BlackBerry Troubleshooting The BlackBerry shows the message ‘SIM Card Error’. Remove the battery Check if the SIM card is in the device Check if the SIM card is put in the correctly Keep the battery out of the device for at least 2 minutes Put the battery back in the device, the handheld will restart automatically When the BlackBerry handheld is restarted, you should see GPRS, EDGE or UMTS in the upper right corner, in uppercase. Close item << The BlackBerry shows the message ‘Data Connection Refused’. Contact your mobile operator and get confirmed that the ‘Data Transfer’ and ‘BlackBerry’ options are provisioned for your SIM card. Close item << The network status is ‘SOS’. Check if the SIM card is in the device Check if the SIM card is put in the correctly Turn the Wireless Radio on by clicking on the antenna icon at the home screen You should see the following in the upper right corner: GPRS or EDGE or UMTS, in uppercase. If not, call your network operator for further assistance. Close item << The network status is ‘gsm’ or ‘gprs’ (in lowercase). In order to support BlackBerry functionality, your SIM card should be provisioned for "Data Transfer" and for "BlackBerry". If it hasn’t worked before, you should call your network operator to get this confirmed. When you are not abroad, check if you are using the right network provider. If not, change to the correct mobile network provider by clicking on the ‘Options’ icon and select ’Network’. Make sure that the ‘Network Selection Mode’ is set to ‘Automatic’. When you are abroad, contact your network operator to see who their roaming partner is for the specific country you are in. In case the handheld shows a mobile network provider that is not in their list of supported partners, you need to manually switch the operator. Click on the ‘Options’ icon and select ‘Network’. Make sure that the ‘Network Selection Mode’ is set to ‘Manual’ and click on ‘Scan for available networks’. Select the right network operator from the list that shows up. In case the network status is still ‘gsm’ or ‘gprs’, you should contact your mobile operator and ask if the ‘Data Transfer’ and ‘BlackBerry’ options are provisioned for your SIM card. You should see the following in the upper right corner: GPRS, EDGE or UMTS - in uppercase. If not, call your network operator for further assistance. Close item << I don't see the ‘Enterprise Activation’ icon on the BlackBerry home screen. Make sure that your SIM card is provisioned for BES (not BIS, BlackBerry Internet Service) Scroll up and down to see all the icons on the home screen Click on the ‘Options’ Icon, choose ‘Advanced Options’ and select ‘Enterprise Activation’. If these steps don't help, then wiping the handheld will probably do. Click on the ‘Options’ icon and go to ‘Security Options’ and select ‘General Settings’. Click the trackwheel to obtain a popup menu. Select the option ‘Wipe Handheld’ and follow the steps. Be aware that this will erase all the data on the device! If the ‘Enterprise Activation’ icon hasn’t appeared on the home screen, then contact your network provider and ask if the ‘Data Transfer’ and the ‘BlackBerry’ options are provisioned for your SIM card and that your SIM card is provisioned for BES. Close item << The message ‘Contact your System Administrator’ pops up during the Enterprise Activation. Make sure your username and password are correct. The username is always an email address. Make sure that the network status is GPRS or EDGE. If not, contact your network provider and ask if the ‘Data Transfer’ and the ‘BlackBerry’ options are provisioned for your SIM card. Close item << The BlackBerry handheld doesn’t receive and/or send emails. Is the network status on the handheld ‘Off’? If so, click on the Antenna icon on the home screen to turn the Wireless Radio on. Is the network status on the handheld ‘X’? If so, then the device is out of network coverage. If the mobile network status on the device indicates GPRS, EDGE or UMTS in uppercase, then you need to remove the battery while the BlackBerry handheld is on. Wait for at least 2 minutes and put the battery back in. The handheld will restart. Network status should show GPRS, EDGE or UMTS in uppercase. Close item << The BlackBerry handheld doesn’t synchronize emails and/or calendar items. Follow the steps as described in the question “The BlackBerry handheld doesn’t receive and/or send emails" For email, make sure that the ‘Wireless Synchronization’ option on your BlackBerry handheld is on. Click the messages icon on the home screen and click the trackwheel for the menu and select ‘Options’. Click on the option ‘Email Reconciliation’, you will see a number of options. The option ‘Delete On’ should say ‘Mailbox & Handheld’, the option ‘Wireless Reconcile’ should say ‘On’, the option ‘On Conflicts’ should say ‘Mailbox Wins’. For the calendar, make sure that the ‘Wireless Synchronization’ option on your BlackBerry handheld is on. Click the ‘Calendar’ icon and click the trackwheel in order to see the menu. Select ‘Options’ at the bottom of the menu and you will see a number of options. The option ‘Wireless Synchronization’ should say ‘Yes’. Close item << Can I receive emails on my BlackBerry that are sent to my other mail account? Create a Forward Rule from your private mail account to the mail account assigned to the BlackBerry Check your mail by using the BlackBerry browser Contact your mobile network provider to provision your SIM Card for both BlackBerry BES support and BlackBerry BIS support. Note: Not all mobile operators support this option. Close item << Are emails that I sent from my PC synchronized with the BlackBerry handheld? GPXS Colibri does not synchronize emails that are sent from your PC. Close item << GPXS Colibri With what version of Microsoft Exchange does GPXS Colibri work? GPXS Colibri works with Microsoft Exchange version 2000, 2003 and 2007. Close item << What do I need to purchase and/or install to use GPXS Colibri? Nothing. The only prerequisite is that Outlook Web Access is enabled on the Exchange server. Close item << What is Outlook Web Access (OWA)? Outlook Web Access is a feature on the Exchange server that allows users to access their mailbox via an Internet browser. All versions of Microsoft Exchange come with this feature. Close item << What is the benefit of using a proxy account? If you use a proxy account, you don't need to setup the individual user accounts. The proxy account will act as a 'master' account on the Exchange server. Download the proxy account setup manual for more information. Close item << What handhelds does Colibri support? GPXS Colibri supports BlackBerry handhelds with software version 4.0 or higher and all BlackBerry Connect™ devices with handheld software 4.0 or higher. Close item << What kind of carrier subscription do I need? You need a BlackBerry Enterprise data subscription. The BlackBerry Internet Service subscription will not work with Colibri. Close item << I have a domain name with POP3 addresses, what solutions can you offer me? GPXS Hosted Exchange is the ideal solution for that. We can setup your specific domain name linked to the hosted mail environment, connected to the BlackBerry handheld. In this case we host the complete mail environment for you. Close item << I use Lotus Domino / Novell GroupWise, what solutions can you offer me? Lotus Domino and Novell GroupWise are currently not supported as hosted solution, but we offer a variety of services for an in-house BlackBerry Enterprise Server™ like Installation Services, BES Support and Training. Close item << Who has access to my mailbox data? Only authorized GPXS personnel can access the servers in the hosting center. Close item << Can I get a Non-Disclosure Agreement? Yes, we have Non-Disclosure Agreements available. Close item << Do you use spam filters in your hosting environment? GPXS Colibri synchronizes every email that arrives in your Exchange inbox. If you have a spam filter on the Exchange server then spam messages will not be sent to your BlackBerry handheld. Close item << Can I sync the tasks and memos between my BlackBerry handheld and a PC? Yes. With the Desktop Manager software installed on your PC, you can synchronize tasks and memos between your BlackBerry handheld and a PC using a USB cable. Download the instructions for installing the Desktop Manager and how to sync tasks & memos. Close item << Does GPXS Colibri save my mailbox data? Yes. In order to forward messages from your BlackBerry handheld, we need to save the data temporarily in our environment. Close item << At what time is the helpdesk available? There is no direct support after business hours, but the performance of the service is monitored 24/7. Close item << GPXS Hosted Exchange What is the standard mailbox size, and can I increase that? The standard mailbox size is 500 MB. You can upgrade the mailbox to 1GB. Handling costs for upgrades may apply. Be aware that you can always download and save emails in your local mail archive. Close item << What are the minimum requirements for hosted Exchange? You need a laptop or desktop with operating system Windows XP or higher, or Mac OS X. Close item << Do I need to install anything on the PC’s? Yes, each user receives a free copy of Microsoft Office Outlook for Windows or Entourage for Mac, that is required to connect with the hosted Exchange server. Close item << Do you make backups of the hosted mailboxes? Yes, backups are made on a daily basis and saved for one week. Close item << How can I access my email account? You can access your mailbox using a PC and Outlook, or Entourage in case of Mac OS X, or you can use Outlook Web Access. Of course you can also connect BlackBerry or Windows Mobile devices to the hosted mailbox. Close item << We have multiple users for e-mail but just a few are using BlackBerry, can we still use this service? Yes you can. We also host mailboxes without mobile devices connected to it. Close item << Do I get a backup of the mailboxes when I cancel the service? You can make a backup by downloading the mailbox data from the hosted Exchange environment to your laptop or desktop. Close item << At what time is the Colibri helpdesk available? There is no direct support but the performance of the service is being monitored 24/7. Close item << Who has access to my mailbox data? Only authorized GPXS personnel can access the servers in the hosting center. Close item << Can I get a Non-Disclosure Agreement? Yes, we have Non-Disclosure Agreements available. Close item << What handhelds does Colibri support? GPXS Colibri supports BlackBerry handhelds with software version 4.0 or higher and all BlackBerry Connect™ devices with handheld software 4.0 or higher. Close item << How can I activate my BlackBerry hosted Exchange account? Download the Hosted Exchange installation manual for more information. Close item << What kind of carrier subscription do I need? You need a BlackBerry Enterprise data subscription. The BlackBerry Internet Service subscription will not work with Colibri. Close item << Do you use spam filters in your hosting environment? We use state-of-the-art spam filters. Close item <<