Hi all – great forum I had a look here prior to getting a handset, good stuff.
I have a problem that I can’t send or receive any emails from my BB (sent ones look like they are going out, they get a tick icon but don’t arrive. No incoming emails arrive on the handset but I can get them on my computer so they are not blocked).
I really hope someone can help me out with some ideas or point me in the right direction. I’ve done some searching on the bb site, google, your faqs and the forum but not found much out that helps me.
I’m a noob to BB and not really a computer/IT specialist so be gentle with me. Anything at all would be gratefully received I’m tearing my hair out and my IT people are just shrugging over the phone at me. I will list as much info as I think might be helpful, if anything else would be useful let me know.
Sorry this makes it quite a long post.
DETAILS OF PROBLEM
- Computer – Sony Laptop (PCG-TR5GP)
- Op Sys – Windows XP PRO (version 2002, Service Pack 2)
- Email - Outlook (2002 - SP3)
- Connecting via MSexchange to corporate email client. I have to connect Nortell VPN to connect to my companies email system.
- Blackberry – 8700G,
- BB Server - BES (version 4 I think)
- Network – Taiwan Mobile (currently have a GPRS connection signal -74 to -85 dBM)
When I first got my handset I tried to do a BES Enterprise set up with a code emailed to me from the BES server. I tried several times but kept getting an error saying :
“The server is not responding. Please contact your administrator”
I spent some time checking possible solutions that I found from these two links
blackberry.com/btsc/search.do?cmd=displayKC&docType=kc&externalId=KB03 378&sliceId=SAL_Public&dialogID=3344271&stateId=0% 200%202621428]BlackBerry Search Results
blackberry.com/btsc/search.do?cmd=displayKC&docType=kc&externalId=KB03 947&sliceId=SAL_Public&dialogID=3344271&stateId=0% 200%202621428]BlackBerry Search Results
It seemed like none of these were the problem and the most likely reason was that network speed or signal strength were causing some sort of timeout error during set up (I can’t get an EDGE signal where I am).
I noticed in outlook that during one of the set up attempts that a setup email had made it to the server inbox and was transfered to my computer during a normal send receive (it had an ETP.DAT file attached and said in the message it was used to carry data between BB Handheld and associated server).
This seemed to indicate that communication over the network was happening but there was a timeout error or something like that. As I decided to use the BB desktop software and my computer to configure the handheld.
So I installed the BB Desktop software (without any problems) and then used this to configure the handset.
I had to select options-> connection and check use USB
The software tied to connect and I got the pop up box saying “generating encryption key, please move your mouse”
This box would stay up for a while but then would give an error saying “this computer doesn’t know message account address – either the message system is not configured correctly or the messaging system is not supported”
After a couple of tries but getting the same error I started my VPN and started outlook, logged in on the server so basically my mail client was running (and I could send and receive messages from the inbox on my companies server).
Next I started up the BB Desktop Software and connected my BB handset via USB cable.
This time it went through the ‘generating encryption’ bit and the BB connected up, it seemed without problems.
I shut everything down and tried to send an email from the handset. It let me write a message (whereas previously it would have said “no mail account configured”) and it looked like this was sending. The little data arrows in the top right flashed to say it was transferring and a tick appeared by the sent message. Happy days I thought but the email never reached any accounts (hotmail, gmail or my own corporate address).
Similar problem when I tried to send emails to my corporate address (from hotmail and gmail). The messages never arrived (after 30minutes or more) at the BB handset.
I looked in the BB Desktop software and there were two filters that were not checked (one to receive mail addressed “TO” me and the other for “CC” me). I checked the boxes for both of these filters but still mail would not come through.
Later on I connected up my VPN and Outlook and did a send/receive – all the messages I had sent plus some from outside people were in my inbox on the server (in my inbox on the server) and send/rec transferred these messages to the inbox on my harddrive no problem.
The messages I had tried sending from my BB did not appear in the sent folder on the server or on my C: Other Info (not sure if its relevant or not) 2 points:
1/ My Company is in the UK but I live and work in Taiwan. My computer is set up as a standalone but I connect to the corporate email server for work emails.
My outlook is set up so that when I send/receive emails I do not leave a copy of the email on the server (not sure if this is important).
Ie there is one inbox on the server where messages sit until I connect and do a send/rec all messages on the server are then moved to an inbox on my C:
(I don’t leave copies of received messages on the server, simarly sent messages just stay in a sent folder on my C: they don’t get copied to the servers sent items).
I hoped that the BB could cope with outlook being configured this way – its slightly different to the way other corporate users (with working BBs) are set up in my company (they all synch with the server or something like that - not sure exactly).
2/ When I bought my black berry handset I got the SIM before receiving the handset therefore the 1st few times I used the SIM it was in a standard GSM phone handset (some SMS were received from the network at that time and I do wonder if its possible some sort of set up info didn’t make it to the BB handset? The voice and SMS bit of the handset are working fine. If I go options-> advanced options -> service book then all the items in there (CMIME, IPPP, BBIMconfig, etc are all ticked so appear to be there).