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Old 10-11-2012, 02:50 PM   #1 (permalink)
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Default blackberry protect no longer working

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all of a sudden my blackberry protect does not work BB9780
The message on my phone is "your wireless service plan does not include Blackberry Protect"
I have checked with my service provider and they advised that they dont know why this is not working as there is no problem on their side
How can i try fix this?
I have deleted and reinstalled BB protect a few times but this does not help
Thanks
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Old 10-11-2012, 02:57 PM   #2 (permalink)
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Default Re: blackberry protect no longer working

Do you have a BlackBerry data plan from MTN?
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Old 10-11-2012, 03:15 PM   #3 (permalink)
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Default Re: blackberry protect no longer working

yes i have a data plan
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Old 10-12-2012, 07:17 AM   #4 (permalink)
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Default Re: blackberry protect no longer working

A BlackBerry-specific data plan?
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Old 10-12-2012, 09:33 AM   #5 (permalink)
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Default Re: blackberry protect no longer working

I have a blackberry BIS plan with the service provider
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Old 10-12-2012, 12:35 PM   #6 (permalink)
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Default Re: blackberry protect no longer working

In what country are you located?
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Old 10-13-2012, 01:35 AM   #7 (permalink)
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Default Re: blackberry protect no longer working

I am in South Africa
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Old 10-13-2012, 05:29 AM   #8 (permalink)
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Default Re: blackberry protect no longer working

hello,

I have the same problem, but in my case the problem i have this problem after i update my device software to version 7.1.0 bundle 2061.
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Old 10-13-2012, 07:32 AM   #9 (permalink)
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Default Re: blackberry protect no longer working

I had similar, maybe same thing, when i upgrade to 7.1. Others on T-Mobile did to. It lasted about a day. I'm not sure if re-sending service books fixed it or if it fixed on it's own. It coud have been a network thing.

Assuming Protect is supported on your carrier, I would try the usual: Battery pull, re-send service books, delete and re-install Protect. I doubt you need to re-install the OS, but it won't hurt anything to try.
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Old 10-13-2012, 09:33 AM   #10 (permalink)
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Default Re: blackberry protect no longer working

I send the service book, i reinstall blackberry protect and nothing. it's posible to have this problem because i made the software update to version 7.1.0 bundle 2061 from blackberry desktop software hwo have set location in uk and i use the phone in romania?
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Old 10-13-2012, 01:15 PM   #11 (permalink)
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Default Re: blackberry protect no longer working

I still have software v6
I have sent the service books again
i have tired the battery pull
i have deleted and reinstalled protect
i have registered the phone again on the routing hosts
my service provider says i should do a backup and then wipe the device and reinstall backup without protect - i dont want to do this though as its too risky
There must be a solution to this somewhere!
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Old 10-13-2012, 01:38 PM   #12 (permalink)
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Default Re: blackberry protect no longer working

KB26037- "Your wireless service plan does not include BlackBerry Protect. Service plan for device does not support this application" appears when trying to login to the BlackBerry Protect application on the BlackBerry smartphone
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Old 10-14-2012, 12:48 AM   #13 (permalink)
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Default Re: blackberry protect no longer working

Thanks for this
I have tried this (Cause 2) and I have registered the device and received confirmation.
However the problem remains.
My service provider confirms that my plan includes the blackberry protect service (it has been working for nearly 2 years on this phone anyway)
I can't understand why it has just suddenly given problems.
So I still cannot use the protect functionality!
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Old 10-14-2012, 01:15 AM   #14 (permalink)
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Default Re: blackberry protect no longer working

My point was to confirm it is either a network issue (either carrrier or RIM, or both) or a service book problem (assuming your carrier supports Protect).

It could be something on the carrier's side of things and they don't know it. You aren't going to get anywhere with first line customer support. If your carrier runs a support forum, see if you can get the attention of one of the carrier reps. I don't know about your carrier, but I have seen rep's on the T-Mobile board take a weird technical issue that is happening to one individual and doesn't make sense and they get it fixed. Maybe you will be lucky.
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Old 10-14-2012, 07:39 AM   #15 (permalink)
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Default Re: blackberry protect no longer working

Quote:
Originally Posted by saxophone View Post
Thanks for this
I have tried this (Cause 2) and I have registered the device and received confirmation.
However the problem remains.
My service provider confirms that my plan includes the blackberry protect service (it has been working for nearly 2 years on this phone anyway)
I can't understand why it has just suddenly given problems.
So I still cannot use the protect functionality!
which version of software do you have on device? it's very posible do you have one version whichis not support by your provider.
latest version for MTN South Africa on BlackBerry® Bold™ 9780 is v6.0.0.905 (Multilanguage).
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Old 10-14-2012, 08:35 AM   #16 (permalink)
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Default Re: blackberry protect no longer working

Wouldn't make a difference if the OS is not the version officially released by the carrier, at least not the fact that it is not an official carrier released version.
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Old 10-14-2012, 09:08 AM   #17 (permalink)
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Default Re: blackberry protect no longer working

I have to phone's: one bb 9810 and one bb 9900. on 9810 i have v7.1.0.1149, the latest blackberry released version for carrier Orange Romania and in 9900 i have v7.1.0.2061 from blackberry desktop software.
blackberry protect work's on bb9810, but doesn't work on bb 9900.
if i change my sim card from 9900 to 9810 blackberry protect still work on 9810.
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Old 10-14-2012, 10:20 AM   #18 (permalink)
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Default Re: blackberry protect no longer working

And....What?

Desktop manager installs the OS versions released by your carrier. You are, but your account, running official releases on both devices.

Something weird is going on. I don't think it is something you can solve on hour own. You could wipe device, reinstall the OS,.and start from scratch. I don't think it will make a difference. Your solution is to be found through the carrier, if only you can convince them.
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Old 10-26-2012, 11:15 AM   #19 (permalink)
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Default Re: blackberry protect no longer working

I finally solved the problem.
The SIM card was not seated properly - i took it out and reinserted it and the protect started to work again
Whew!
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Old 10-26-2012, 12:57 PM   #20 (permalink)
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Default Re: blackberry protect no longer working

That doesn't make sense. You are saying the SIM card was seated well enough for the phone, etc. to work, all except the BlackBerry Protect app? Obviously it wasn't working and now it is, but the SIM explanation doesn't add up.

Anyway, I'm pleased that it is working for you again.
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