Details

Category: BlackBerry Enterprise Server TechNotes

Created: 01 January 2008

This FAQ is relevant to BlackBerry Enterprise Server v4.1.3 and above ... 

Sometimes it is necessary to resend service books to a user's device. This is one way to do it.

1. Open BlackBerry Manager.

2. Highlight the Domain in the left pane.

3. Choose the All Users tab at the top of the right-pane.

4. Either search for a particular device by using the search fields at the top of the right pane, or scroll through the user list to find the user account.

5. Once the user/device has been located, highlight the user and right-click to bring up the actions menu.

6. Choose 'Resend Service Book' and then hit OK on the confirmation dialog box that results.

7. Service books will be sent to the user's device shortly after performing this action.

Details

Category: BlackBerry Enterprise Server TechNotes

Created: 01 January 2008

What does the message 'data connection refused' mean on a BlackBerry handheld device?

There are a number of reasons why you may see this issue: 

• You do not have a BlackBerry Data Plan then you will see this message on the main screen.

• You have a data plan and are seeing this message then you will need to call your service provider and have them check the type of provisioning that is setup on the account.

• You do not have a data plan and want to hide this message from showing up then go to:
  
  Options >> Mobile Network and turn Data Services to OFF

Details

Category: BlackBerry Enterprise Server TechNotes

Created: 01 January 2008

There are a number of ways that a BlackBerry handheld device can be reset.

These are:

1. Soft Reset
2. Double-Soft Reset
3. Hard Reset
4. Master Reset
   

Before delving into each of these in turn, it is important to clarify the differences between the types of reset that can be carried out on a BlackBerry handheld device

Differences between hard, soft, and master resets

Resetting the BlackBerry device is a useful way to resolve issues and is usually the first step in troubleshooting the BlackBerry device. Knowing the differences between a hard, soft, double-soft, and master reset ensures that the correct troubleshooting method has been chosen.

Note: Be sure to backup all applications before resetting the BlackBerry device using the Backup and Restore tool on the BlackBerry Desktop Manager.

Performing a SOFT reset on the BlackBerry device

Performing a soft reset stops all applications on the BlackBerry device by pressing the ALT+RIGHT SHIFT(CAP)+DELETE keys. A soft reset re-establishes communication between the BlackBerry device and the computer.

Note: This does not apply to the BlackBerry Pearl smartphone.

Performing a DOUBLE-SOFT reset on the BlackBerry device

Performing a double-soft reset stops all applications on the BlackBerry device and is nearly the equivalent of a hard reset. (Not confirmed by RIM). Timing however is critical. Perform a soft reset by pressing the ALT+RIGHT SHIFT(CAP)+DELETE keys. The screen will go blank. When the screen is no longer black, press the ALT+RIGHT SHIFT(CAP)+DELETE keys again. You should then see another blank screen followed by an hour glass.

Note: This does not apply to the BlackBerry Pearl smartphone.

Performing a HARD reset on the BlackBerry device

The first step in troubleshooting a network, software or hardware error is often to perform a hard reset. With Java based devices, this is accomplished by removing the battery - all devices shipped in Ireland are Java based devices. 

Reasons to perform a hard reset

The following shows the possible reasons for performing a hard reset on a BlackBerry device.

• Handheld displays an X beside the coverage indicator.
• Handheld displays GSM (Global System for Mobile Communication) or lower case gprs (General Packet Radio Service) as the network status indicator.
• User is unable to send or receive messages on the handheld.

• User receives an error code on the handheld.
• Applications do not appear to be functioning correctly.
• Desktop Manager is stuck at “working” status when the handheld is connected.
• Bluetooth is not detected.

• Handheld display is hard to read. For example, the display shows lines obscuring text.
• Keypad is not functioning correctly. For example, keys do not work, the trackwheel is not functioning correctly, or the handheld does not turn on.

Performing a MASTER reset

The master reset feature is not available on the BlackBerry device and is only applicable to selected manufacturer devices. A master reset removes all user-installed applications and data, including BlackBerry Connect software. For more about master resets, contact your service provider.

Details

Category: BlackBerry Enterprise Server TechNotes

Created: 01 January 2008

Having a large amount of images, ringtones and or games stored in the device may reduce available free memory. If the BlackBerry Pearl's memory is at or near capacity the handheld will begin to delete the oldest Call Log and Text Message (SMS) entries in an effort to free up memory space. In order to prevent this, free memory must be increased.

Determine the Amount of Free Memory on the BlackBerry

• On your BlackBerry, go to Options > Status. That will show your amount of free memory.
• If the amount of free memory available on the handheld is 0, the amount of free memory must be increased to prevent the handheld from auto deleting call log entries and messages.

Suggested Ways to Increase Free Memory

    Reduce Allocated Media Memory
      1. Scroll to and select the Media icon.
      2. Select the Pictures icon.
      3. Select the Device Memory icon.
      4. Press the Menu key, select Options.
      5. Change the Device Memory Limit to 12MB.
      6. Press the Menu key, select Save.
      7. Hard Reset the BlackBerry.

   Reduce Calendar Keep Appointments to 60 days or less
      1. Scroll to and select the Calendar icon.
      2. Press the Menu key, select Options.
      3. Scroll to and select Keep Appointments.
      4. Select the desired amount of time to keep appointments.
      5. Press the Menu key, select Save.
      6. Hard Reset the BlackBerry.

   Reduce the amount of time Messages are kept on the handheld.
      1. Scroll to and select the Messages icon.
      2. Press the Menu key, select Options.
      3. Select General Options.
      4. Scroll to and select Keep Messages.
      5. Select the desired amount of time to keep appointments.
      6. Press the Menu key, select Save.
      7. Hard Reset the BlackBerry.

   Clear Cache and Cookies
      1. Scroll to and select the Browser or Media Net icon.
      2. Press the Menu key.
      3. Select Options.
      4. Select Cache Operations.
      5. Select Clear History.
      6. Note: Clear History will no longer appear once it has been selected.
      7. Hard Reset the BlackBerry.

   Delete Unused Languages
   Note: If deleting both the unused languages and the sample video wait to restart the device until both processes have been completed
      1. Scroll to and select the Settings icon.
      2. Select the Options icon.
      3. Select Advanced Options.
      4. Select Applications.
      5. Scroll to and highlight each of the unused languages under the Input Support and Language and Input Support subheadings.
      6. Press the Menu key.
      7. Select Delete.
      8. Select Delete.
      9. When prompted to Restart select No until all unused languages are deleted.
     10. NOTE:Repeat steps 4-8 until all unused languages are deleted then select Yes when prompted to restart.
     11. Hard Reset the BlackBerry.

   Delete Sample Video
   Note: If deleting both the unused languages and the sample video wait to restart the device until both processes have been completed. The sample video is the pre-installed video for the blackberry and is ~2.2MB in size.
      1. Scroll to and select the Settings icon.
      2. Select the Options icon.
      3. Select Advanced Options.
      4. Select Applications.
      5. Scroll to and highlight "Blackberry Sample Video".
      6. Press the Menu key.
      7. Select Delete.
      8. Select Delete.
      9. When prompted to Restart select Yes.
     10. Hard Reset the BlackBerry.

   Change Call Log Options
      1. Scroll to and select the Phone icon.
      2. Press the Menu key.
      3. Select Options.
      4. Select Call Logging.
      5. Select either Missed Calls or None.
      6. Hard Reset the BlackBerry.