Troubleshooting BlackBerry Enterprise Activation

To troubleshoot the BlackBerry connection to your hosted Exchange mailbox check:

1. The amount of time that has elapsed since your last contact time. If it has been longer than two minutes:
   • Remove the battery from the back of your BlackBerry; wait 10 seconds; replace the battery and turn the BlackBerry on.
     
     
   • Check the strength of the wireless signal on your BlackBerry and ensure that it says GPRS - 1X - NXTL. If this sequence is not visible remove the battery from the handheld; wait 10 seconds, return the battery and turn the device on again. Test your connectivity to the internet. If you are unable to connect please contact your cellular provider.
   
   
   
2. If there are items pending. Items may be pending because the BlackBerry is cradled or if you are outside your cellular providers' digital network.

   

If you have tried all of the above steps and are still unable to connect, consider "wiping" your BlackBerry. To do this go to Options > Security. Click the track wheel and select "Wipe Handheld". NOTE: This will erase all data and third-party applications on the BlackBerry. After your BlackBerry has been wiped, reset the activation password from the Control Panel and re-activate the handheld again.

 

Questions? Call us at (800) 967-3924 or send an email to our support team.