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BlackBerry eMail Service
Frequently Asked Questions
Q. I followed all the setup instructions, but my BlackBerry email still isn't able to activate.
Q. How do I add a signature on emails sent from my BlackBerry?
Q. How do I separate my emails from my text messages?
Q. How do I get rid of duplicate contacts?
Q. Meetings that I schedule on my BlackBerry aren't synching with my Outlook calendar?
Q. How do I reset my BlackBerry email service?
| I followed all the setup instructions, but my BlackBerry email still isn't able to activate. |
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Here are a few reasons that your BlackBerry may not able to activate...
1. Check if your wireless plan is data capable. You must have a BES data plan. need to sign up for a corporate account, which is different from a personal account.
VERY IMPORTANT - validate that your wireless data plan is BES (BlackBerry Enterprise Server) compatible. Be sure that the customer service representative helping you does not confuse BIS (Blackberry Internet Service) for BlackBerry Enterprise Server.
2. Your MX records are incorrect. MX record checker: http://support.themessagecenter.com/mx_records.html
3. The BlackBerry may still be activated on another BES (BlackBerry Enterprise) server. This is often seen on refurbished BlackBerry devices.
4. You should be receiving an e-mail (ETP Message) in your INBOX (not subfolder) indicating the BlackBerry activation is trying to connect. If that e-mail is being transferred to another folder, please disable any rules that may be moving it automatically > disable the BES service > remove all ETP messages > repeat activation process.
5. The cellular tower in your area may be having difficulty. Try another location.
6. The BlackBerry password expires 72 hours after you enable it for the account.
7. Ensure your BlackBerry Wireless Radio is on.
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| How do I add a signature on emails sent from my BlackBerry? |
| On the device:
1. Go to 'Message Options' > 'Email Settings' > 'Use Auto Signature'
2. Select 'Yes'
3. Type in your desired signature
4. Press the track ball
5. Click 'Save'
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How do I separate my emails from my text messages?
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| By default your e-mail and text messages will automatically appear in the same Messages folder.
You can separate where these messages are received by activating the SMS/MMS folder, by following the below instructions:
1. Select your 'Messages' icon > click the 'Menu' key
2. Scroll down to 'Options' > select 'General Options'
3. Scroll down to 'SMS and Email Inbox' > press the trackball
4. Select 'Separate'
5. Save your changes
You will now see an additional folder next to your 'Messages icon', that will contain your text messages.
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| How do I get rid of duplicate contacts? |
After reconnecting to the BES server, the contact list may be duplicated if the device was not cleared before reconnecting. To clear the duplications, follow these simple steps:
- On the Blackberry, open the contacts and go to your options. (Menu -> Options)
- Type: rset
- The device will prompt you to delete the local list and re-populate from the server, choose yes. (Probably a good idea to make a backup of the contacts on the server)
After a few minutes the device will ownload the contacts again and the duplicates will be gone.
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| Meetings that I schedule on my BlackBerry aren't synching with my Outlook calendar? |
If meetings/appointments entered on your Blackberry are not synching with Exchange/Outlook, try re-activating the Blackberry service. Please follow the steps below:
- You can reset the service yourself (click here for instructions) or contact support (phone: 800-715.5068 or email: support@myondemandsupport.com) and ask them to re-activate your Blackberry service
- After your service is re-activated, complete Enterprise Activation on your Blackberry by doing the following:
o Select Options on your Blackberry device
o Select Advanced Options
o Select Enterprise Activation
o Enter your email address and password (1234). When support re-activates your service, you will have 72 hours to complete the Enterprise Activation. After 72 hours, the password will expire.
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| How do I reset my BlackBerry email service? |
While it doesn't happen often, Blackberry service can stop receiving emails, new contacts, calendars, etc. To get the service working again, you can de-activate the service, wait 5 minutes, and then re-active the service. (Note: these steps need to be performed by the person set up as the administrator for your account)
The first step is deactivate the service:
1. Log into the management portal (https://workplace2go.19marketplace.com)
2. From the home page, click on My Company. The portal will display a table with all the service subscriptions and users on your account.
3. Click on the name of the user needing to have their service reset.
4. Cancel the Blackberry service by clicking on the trash can icon under the Action tab associated with this service. This step does not cancel the subscription, but deactivates the service for this person
5. Wait 15 minutes to ensure the deactivation is complete
Reactivate the service:
1. Click on Manage Subscriptions under My Company menu option
2. Click on the Blackberry service
3. Click on Assign Service to Users
4. Select the applicable person and click Finalize
5. Wait 10 minutes
6. Complete the Enterprise Activation step on the Blackberry by doing the following:
o Select Options on your Blackberry device
o Select Advanced Options
o Select Enterprise Activation
o Enter your email address and password (1234). (Note: you will have 72 hours to complete the Enterprise Activation after re-acticating your service. After 72 hours, the password will expire.)
In many cases, you do NOT need to wipe the device. (Note: If you cannot activate the device after 2 or 3 attempts (it should only take 1), please contact support (phone: 800-715.5068 or email: support@myondemandsupport.com). The password will inactivate after 3 attempts - similar to an ATM)
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