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Old 08-24-2007, 07:27 AM   #1 (permalink)
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Default Problems with connection between email and address book

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hi! I've just been given a second hand Blackberry 7100x and have set it up with an new O2 phone account with Blackberry email add-on. All going fine until I try to send emails from my address book. The email won't send and the status line says 'unable to look up user information in database'. I can reply to emails fine - I just can't send them from the address book. Anybody got any advice for me? Thanks Lizf
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Old 08-24-2007, 08:21 AM   #2 (permalink)
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Someone else may understand, but I need more info. You are opening contacts, right? And no problem at that point? Then you start typing contact to search? Or you scroll to find? No problem at this point, or no? Then you select contact (click on contact) to bring up menu......Is this where you have probelem? Or is problem when you select menu item to compose email to contact?....Or, you've composed the email, you bring up menu and click send, and that's when you get the error?
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Old 08-24-2007, 10:45 AM   #3 (permalink)
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It happens when I click send. The screen goes to the messages screen, then I first get a tick next to the entry for the email I'm trying to send. Then very quickly it changes into a red cross. When I open the message again, the message status line (3rd from the top) says 'unable to look up the user info in database'. Oddly I can reply to emails that are sent to me - they go out fine. Can't think what else to try - feeling a bit desparate and very grateful for any help you (or anyone else!) can give me. Thanks
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Old 08-24-2007, 11:12 AM   #4 (permalink)
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Things to look at/try-

- Is the problem with this contact or that address for that contact ony? Has it been ok in past but just started being a problem? Double check/verify address is valid/correct. If worked in past and address is correct, may be issue with contacts service.

- Is it happening for other contacts, too, and problem just started where previously you had no issues? Try battery pull for 30+ seconds.

- Do you have other email accounts set up in BIS. Can you change the send-using (for example send using yahoo or gmail instead of blackberry.net or vice versa) and does it make a difference?
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Old 08-24-2007, 11:17 AM   #5 (permalink)
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Another......From message folder, if you compose email from scratch, enter contacts email address by typing in manually, and send, does it go through? That is, is it as you say, the problem only occurrs when you select from contacts?
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Old 08-24-2007, 02:05 PM   #6 (permalink)
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Thanks for all your ideas. Finally managed to get some sensible help from customer services and have ended up (after 2 hours of trying different stuff) wiping the whole thing and starting again. Drastic but it worked! Really appreciate your help. Lizf
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Old 08-24-2007, 02:17 PM   #7 (permalink)
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Glad you got it working. Sounds like you must have had trouble sending from address book regardless of contact, and only if you selected from address book?
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Old 09-01-2007, 11:09 PM   #8 (permalink)
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Quote:
Originally Posted by lizf View Post
Thanks for all your ideas. Finally managed to get some sensible help from customer services and have ended up (after 2 hours of trying different stuff) wiping the whole thing and starting again. Drastic but it worked! Really appreciate your help. Lizf
Did you wind up upgrading the system software? I have the same problem with my new BB 8830. Seems cannot send email from address book but can if I Compose and enter email addy manually.
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