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Old 11-21-2011, 06:31 AM   #1 (permalink)
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Default BB not roaming in some countries.

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The network:

I'm a BES admin, our BES server is located in the Netherlands.
We're running blackberry manager: 4.1.4.19
Windows SBS 2003 with MS Exchange 2003 STD.

There are some users complaining they have no roaming in some countries.
1 user is having a 9780 with BBv 6.0.0.294.
1 user is having a 9900 with BBv 7.0.0.296.

Both users have BES international accounts, i verified with the SIM card distibutor.

The issue:
Users are complaining that they cannot sync when they are abroad.
These countries are affected: Belgium, Geneva, Budapest, Washington.
I advised the users to select a different carrier. No solution.
Texting and Calling is fully functional.

I am a BES admin, but not an expert.
Maybe we're running old versions?
Please tell me.

Thanks for any information regarding this issue.
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Old 11-21-2011, 06:40 AM   #2 (permalink)
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Default Re: BB not roaming in some countries.

additional info:
Data roaming and synchronisation is fully functional in home country.
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Old 11-21-2011, 06:52 AM   #3 (permalink)
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Default Re: BB not roaming in some countries.

Do the user's see capital letters 3G not 3g or EDGE not edge when they are connected?
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Old 11-21-2011, 09:27 AM   #4 (permalink)
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Default Re: BB not roaming in some countries.

dc is right: Check if data connection is there, must be capital letters EDGE, GPRS or 3G.

If manual selection doesn't help, do a battery pull. If that still doesn't work, check with your provider if they have data roaming partners in those cities.

This has nothing to do with device OS versions, it must be carrier related.
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Old 11-23-2011, 02:36 AM   #5 (permalink)
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Default Re: BB not roaming in some countries.

There is no GPRS EDGE or 3G in the corner.
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Old 11-23-2011, 02:48 AM   #6 (permalink)
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Default Re: BB not roaming in some countries.

OK, so you have no data coverage, which explains the problem. See the follwoing article for an explanation:

KB02334-Network status indicators from the GSM/GPRS/EDGE/3G/4G networks
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Old 11-23-2011, 09:27 AM   #7 (permalink)
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Default Re: BB not roaming in some countries.

Thanks for the link this explains alot.

I verrified with the user: User says he has had 3G most of the time, but sometimes also GPRS. (so different as in my previous post)
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Old 11-23-2011, 09:46 AM   #8 (permalink)
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Default Re: BB not roaming in some countries.

So the next thing to check (if they have a data connection i.e. GPRS) if they can browse the web with the Blackberry browser. If that works, you should check the last connection time of the user on the server.
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Old 11-24-2011, 01:33 AM   #9 (permalink)
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Default Re: BB not roaming in some countries.

The last connection time is 3 days before the actual time, so there is no contact with BES-server.

I'm asking the end-user for input:
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Old 11-24-2011, 08:49 AM   #10 (permalink)
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Default Re: BB not roaming in some countries.

thread is on-hold while the users is now in home land.
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Old 11-29-2011, 03:02 AM   #11 (permalink)
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Default Re: BB not roaming in some countries.

An user:
Quote:
My Blackbery was working fine in the UK up until the evening last Thursday. After this time I was not receiving any emails and also I was unable to use the browser. Although I had plenty of coverage, judging by the number of 'bars' in the top right and corner, it kept coming up with an error message that there was 'insufficient network coverage'.

I am afraid I cannot recall if the 3G/GPRS or EDGE was being displayed in the top right hand corner.

I arrived back in the Netherlands today and as soon as I switched on my phone it was working normally.
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Old 11-29-2011, 03:37 AM   #12 (permalink)
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Default Re: BB not roaming in some countries.

If you cannot surf the net, there is most likely a problem with the wireless provider.

Execute the Network diagnostics:
Manage Connections
Mobile Network options
klick left: Diagnostics test
klick left: Run
let the test run
then you have a report which can be viewed or mailed.
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Old 12-22-2011, 08:41 AM   #13 (permalink)
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Default Re: BB not roaming in some countries.

Another user is now in Sweden, he wrote me.
Quote:
Im currently on holiday in Sweden which has given me an opportunity to look into my BB problems.

I can receive email but not send any (a little clock face icon appears next to the messages being sent, and they are never sent).

I have 3G (not 3g) and full signal strength. I am also able to browse the web.

The only thing I can see that is different is that the little blackberry icon that usually appears next to 3G is missing.
I asked him to perform a network diagnostic.
Awaiting...
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Old 12-22-2011, 09:07 AM   #14 (permalink)
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Default Re: BB not roaming in some countries.

some results he mailed to me.

Quote:
Done it, but cant email it. There anything I should be looking for?
Bit of guesswork --

Blackberry registration: No
Connected to Blackberry: No
Blackberry PIN-PIN: No
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Old 12-22-2011, 09:14 AM   #15 (permalink)
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Default Re: BB not roaming in some countries.

That means there is no connection. The little Blackberry icon next to the 3G must also appear.

If this works when he is in his home country, then you should check with the carrier if they have roaming contracts for data to the foreign country and with which foreign provider. If they have, instruct the user to connect to the foreign provider manually.
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Old 12-22-2011, 05:09 PM   #16 (permalink)
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Default Re: BB not roaming in some countries.

Thats really strange. Wireless data and Blackberry service is AFAIK availible in all european countries - this is not Africa or south America.
There maybe regions where data service is not possible, but then only "GSM" will be in the Display.

The only other thing I can think of is the european automatic limit to stop people coming home with a bill of 1000Euros and more.
I thought if you have not explicitly told your operator that you dont want this limit, your service is automatically terminated if the bill exeeds 50 or 100Euros.
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