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-   -   Communication Failure (http://www.blackberryforums.com/bes-admin-corner/127978-communication-failure.html)

Starthorn 05-02-2008 10:54 AM

Communication Failure
 
A user has given me his BB and told me he can't sync to his calendar or receive emails or anything.

I sent his email address a test message and it didn't show up on the bb. I can't access the internet on his BB either. When I try to use a browser I get the message

A communication failure has occurred. The server may be busy please try again later. If the problem persists contact your provider

and

unable to connect to the internet. If the problem persists please contact your service provider.


How do I fix it and why does it happen?

oh yeah, the phone works and messages pending are at 0

Jadey 05-02-2008 11:01 AM

Sorry for the obvious questions, but lack of sleep means I need to take everything from the beginning today!

a) This is a device activated on a BES, not BIS?
b) It has worked previously? Until when?
c) It has a full GPRS or EDGE network connection?

juwaack68 05-02-2008 11:01 AM

Welcome to the forums!

Are you able to send a PIN message from that device (or to that device)?

Starthorn 05-02-2008 11:30 AM

a) This is a device activated on a BES, not BIS?
BES

b) It has worked previously? Until when?
4 days ago

c) It has a full GPRS or EDGE network connection?
Don't know. I know the phone is through downEast. I have seen other BB on your BES access CNN.com - Breaking News, U.S., World, Weather, Entertainment & Video News

I sent a pin to pin message from the BES server to his account and I do not see anything on his BB.

I did see that there was a failure message on the bes where it said IT policy for his account. I selected resend IT policy and its status is pending

juwaack68 05-02-2008 11:32 AM

Do you have another device you can test the PIN to PIN messaging? That would be better to test than sending a PIN from the BES.

Starthorn 05-02-2008 11:40 AM

Quote:

Originally Posted by juwaack68 (Post 915686)
Do you have another device you can test the PIN to PIN messaging? That would be better to test than sending a PIN from the BES.

not at the moment. The IT policy status is now: Error.

I am not able to resend the default policy to him. We only really use the default policy for everyone.

TreeDude 05-02-2008 12:08 PM

In the browser options change the default browser so it uses the internet browser instead of the blackberry. That way it does not try and go through the BES. If you still can't get the internet working it is a device or account issue and not the BES.

Starthorn 05-02-2008 12:13 PM

Quote:

Originally Posted by TreeDude (Post 915754)
In the browser options change the default browser so it uses the internet browser instead of the blackberry. That way it does not try and go through the BES. If you still can't get the internet working it is a device or account issue and not the BES.

by account do you mean an account on the bes or do you mean our email/groupwise accounts?

juwaack68 05-02-2008 12:14 PM

His cellular account with the carrier.

Starthorn 05-02-2008 12:22 PM

I will phone them. What type of things could they do?

jsconyers 05-02-2008 12:27 PM

As stated already, I would make sure the coverage is GPRS or EDGE (in capital letters) indicating there is data coverage. Also, have you tried to pull the battery (with the device on)?

Starthorn 05-02-2008 12:39 PM

Quote:

Originally Posted by jsconyers (Post 915793)
As stated already, I would make sure the coverage is GPRS or EDGE (in capital letters) indicating there is data coverage. Also, have you tried to pull the battery (with the device on)?

yes I have done the battery thing.

I will have to ask someone who the carrier is. I saw a paper with down east on it. When I try to access the internet I see a Bell screen.

PS im in Canada, can we get edge

TreeDude 05-02-2008 01:20 PM

Quote:

Originally Posted by Starthorn (Post 915765)
by account do you mean an account on the bes or do you mean our email/groupwise accounts?

Quote:

Originally Posted by juwaack68 (Post 915770)
His cellular account with the carrier.

Thanks juwaak68, that is what I was referring to. Sorry I was not more clear.

scott_perry 05-02-2008 01:31 PM

as a data test, you can also try to send a PIN message from the device in question to itself.


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