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User Guide

Troubleshooting for BlackBerry devices

I cannot send or receive email messages on my device

Try performing the following actions:

•

Verify that the BlackBerry® device is connected to the wireless network. If you are not in a wireless coverage area, your device should send

and receive email messages when you return to a wireless coverage area. For more information about wireless network coverage, see the

printed documentation that came with your device.

•

Send service books to your device.

•

If you have set up email message filters for your BlackBerry email account, these email message filters are preventing BlackBerry® Mail

from delivering email messages to your device.

•

Verify that your device is running BlackBerry Device Software Version 4.0 or higher.

I have not registered my device with the wireless network

You must register your BlackBerry® device with the wireless network for BlackBerry® Mail to retrieve information to help you create your

BlackBerry Mail account.

For information about how to register your device, see the documentation that came with your device.

I cannot switch my BlackBerry email address to my new device

Try performing the following actions:

• Verify that the PIN and ESN, IMEI, or MEID numbers you typed match the PIN and ESN, IMEI, or MEID numbers for your

BlackBerry® device.

• Contact your wireless service provider to verify whether your wireless service provider supports switching devices.

• If you want to use BlackBerry® Mail, verify that the device that you are switching to is a BlackBerry device. BlackBerry enabled devices

do not support BlackBerry Mail.

Troubleshooting for BlackBerry devices