Handset Trouble Shooting

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Handset Trouble Shooting

The BlackBerry is a Wireless handheld device (phone) which supports Push Email technology and Internet browsing along with typical phone features such as SMS and MMS. It also comes with PIM (Personal Information Manager) tools such as notes, calendar, task and address books.

With the diverse capabilities of blackberry handsets we would like to offer some basic troubleshooting steps that will allow for quick resolution while on the ‘go’.

Please note that options may vary based on OS (Operating System) of the blackberry device but the steps remain the same.

 

1. Edge is in Upper or Lower Case and I cannot browse the internet?

Verify that you are on an active blackberry plan (please visit the prepaid plans tab to view the various blackberry plans available).If on a Blackberry Plan that allows for internet browsing and still cannot browse, Complete a host routing table by the doing the following:
- On home screen select Options icon
- Select advance options
- Select Host Routing Table 
- select Register now
- Complete hard restart –Power off handset and remove battery 
After completing the above if you are still unable to browse the internet please call customer care by dialing 100

2. Unable to activate Blackberry Plan due to error message.’ This handset is registered to another Subscriber’. This usually occurs when another subscriber activated or has an active blackberry plan on the device. This will require you to call into Customer Care by 100 for assistance. The below information is required:
A) Phone number of previous Subscriber 
B) Verification will be needed – This is either the following:
- Date of Purchase and should be 3 frequently dialed numbers
- PUK code

-Blackberry PIN and IMEI 
Once this information is provided we will be able to deactivate the previous subscriber to allow for the activation of your plan.

3. Unable to add Blackberry Messenger Contact. This is likely due to both members sending requests at the same time; error usually seen is ‘pending’. Please complete the following:
- Both members delete the existing requesting 
- Only one member needs to send a request 
- Other member needs to accept the request

4. Handset screen is white and seeing error message:’ error 504 reset ‘.This usually occurs in instances when your Blackberry is attached to a Computer via USB and is taken without safely removing device. The following can be completed:
STEP1: Select reset by pressing track pad/ball. This allows handset to reboot
STEP2: If Blackberry handset does not reboot then a hard restart is required by removing the battery and restarting the phone.

5. Unable to make any calls including toll free or voicemail but able to receive phone calls. if the account is active or has sufficient credit then the following can be completed:
STEP1: select Call Logs by pressing the dial key 
STEP2: Scroll to the top of call Logs to view Line selection
STEP3: If phone is on Line 2 change to Line 1 
STEP4: Save

6. How to turn on/off LED indicator on Blackberry device? Complete the following steps:
STEP1: Select Options Icon
STEP2: Select screen/Keypad
STEP3: Select LED coverage Indicator 
STEP4: Save

Message Troubleshooting

Text Messages:
7. I cannot send Text message?
• Verify that fixed dialing is turned off.
• Verify the MCN number on the Blackberry Device by completing  the following:
STEP1: Select Blackberry Menu 
STEP2: Select options icon 
STEP3: Select SMS 
STEP4: Scroll down to Message Options –Service Center -   Ensure that Service Center number is +18683999008.Once completed select BB menu button and select save on handset.

- Delete messages stored in inbox
- Complete hard restart
- If customer is prepaid need to ensure have sufficient credit to send message (text message cost 0.35cents)
- Post Paid customer should ensure that not barred or credit limit barred.
- Check Firewall options by completing the following:

STEP1: Select Options
STEP2: Select Security Options
STEP3: Firewall 
STEP4: Remove, if any selections of SMS
STEP5: Save
Note: If text message is not able to send after completing the above steps call in to customer care by dialing 100  for further assistance 

8. I cannot receive Text Messages?
· Check MCN number on blackberry device by completing the following:
STEP1: Select Blackberry Menu 
STEP2: Select options icon 
STEP3: select SMS 
STEP4: Scroll down to Message Options –Service Center -   Ensure that Service Center number is +18683999008.Once completed select BB menu button and select save on handset.
· Delete messages saved in inbox 
· Complete a hard restart 
· Check Firewall options by completing the following:
STEP1: Select Options
STEP2: Select Security Options
STEP3: firewall 
STEP4: remove, if any selections of SMS
STEP5: Save
Note: If text message is not able to send after completing the above steps call in to customer care by dialing 100  for further assistance.


Email Messages:
9. I cannot receive/send email messages?
· Verify that active data plan has been selected ( a list of blackberry plans can be located on under our products tab)
· Verify that EDGE is in caps on device. If Blackberry plan is not active on account, EDGE will be lower in case or GSM.
· If you created an email address or added an existing email address to your device using the email setup screen in the setup wizard, verify that you have received an activation message on your device. If you have not received an activation message (the message might take a short period of time to arrive. Complete the following steps:
STEP1: Select Email setup icon 
STEP2: Select blackberry Menu button 
STEP3: Select Service books
STEP4: Restart 
· If EDGE continues to be in upper case ensure the following is completed:
STEP1: On home screen select Options icon
STEP2: Select advance options
STEP3: Select Host Routing Table 
STEP4: select Register now
· Check Firewall options by completing the following:
STEP1: Select Options
STEP2: Select Security Options
STEP3: Firewall 
STEP4: Remove, if any selections of Email 
STEP5: Save

Blackberry Messenger:
10. I cannot send/receive Blackberry Messenger?
· Verify that device has an active blackberry plan 
· If EDGE is lower case with an active blackberry plan
STEP1: On home screen select options icon
STEP2: Select advance options
STEP3: Select Host Routing Table 
STEP4: select Register now
- Complete a hard restart 
- Check Firewall options by completing the following:
STEP1: Select Options
STEP2: Select Security Options
STEP3: firewall 
STEP4: remove, if any, selections of PIN
STEP5: Save

11. I cannot ping a Blackberry Messenger contact?
· During blackberry Messenger Conversation 
· Select Ping contact

12. How to change BBM profile picture? 
STEP1: Go blackberry messenger 
STEP2: Scroll to my profile
STEP3: Scroll to picture
STEP4: Change profile picture (can be obtain from media card)

13. I cannot start a Conference conversation with Blackberry Messenger?
· In BlackBerry® Messenger, during a conversation, press the Menu key.
· Click Invite to Conference.
· Select one or more BlackBerry Messenger contacts.
· Click OK.

14. I cannot delete a Blackberry Messenger Contact?
· In BlackBerry® Messenger, on the Contact list screen, highlights a contact.
· Press the Menu key.
· Click Delete Contact

15. I cannot add a Blackberry Messenger Group? In BlackBerry® Messenger, on the Contact list screen, press the Menu key.
· Click Add Group.
· Type a name for the group.
· Select Blackberry Menu and then Select Save

16. I cannot delete a Group from Blackberry Messenger? In BlackBerry Messenger, highlight a group.
· Press the Menu key.
· Click delete Group OR leave Group

17. I cannot add a group in blackberry Messenger?
· In BlackBerry® Messenger, on the Contact list screen, press the Menu key.
· Click Add Group.
· Type a name for the group.

18. I cannot scan a Blackberry Bar code?
· Select Blackberry Messenger 
· Select contacts
· Select Invite to Blackberry Messenger 
· Scan PIN/ Barcode

19. I cannot find my Bar Code?
· Select Blackberry Messenger 
· Select view profile
· Select  show PIN Barcode

Handset Feature:
20. How to browse internet?

· Select menu button – Select web browser Icon (which is shape like a globe) – then enter web address in Google search or web address search field.

21. WIFI on and unable to connect? If this happens it will require the hotspot browser to be turned on, this can be done by the following:
· Select Options-Select Advance Options- Select Browser –– Select hotspot Browser – Save. Once this completed go Set up WIFI select next and then scan for networks to view all WIFI spots available- Select one to connect. (This can be done where a password is not required)

22. How to lock Keypad on Blackberry? 
· LOCK: Press and hold * key on blackberry 
· UNLOCK: Press and hold the mute button which is located at the top of blackberry handset

23. How to lock handset using password?
· Select Menu – Select Options- Select password – Select enable password .Once enable password is selected you will be prompted to enter password, once completed select save.

24. How to Pair a handset to transfer files?
STEP1: Select Blue tooth in Manage Connections
STEP2: Select Set up Blue tooth
STEP3: Search for device. Once device appears 
STEP 4: select the Device 
STEP5: Number will appear once the other member views the same number, both parties can select OK.
- Kindly note the following when pairing search options are available:
· Listen – Refers to one party waiting on the other to confirm 
· Search – Refers to one party sending the request to other to confirm.
· If pairing is not successful after following the above steps try to delete a paired contact and retry the above steps.

25. How to set a specific ringtone for particular contact?
STEP1: Menu
STEP2: Select Phone book/Contacts Icon
STEP3: Select Contact 
STEP4: Press Blackberry Menu button 
STEP5: Select edit 
STEP6: Select Custom ring tone and alerts 
STEP7: Select phone/Message (if required for messages)
· Once the phone/messages is selected will be able to select a ringtone from media files and save.
(N.B- ensure that the phone number is stored with 1868)

26. How to set date and time on Blackberry?
STEP1: Select Options Icon 
STEP2: Select date and Time 
STEP3: Set time zone to LA PAZ
· If manual is selected need to enter the time and if automatic is selected it will be updated automatically

27. How to save SIM contacts to Phone?
STEP1: Select Menu
STEP2: Select Contacts
STEP3: Press Blackberry Menu button
STEP4: Select SIM Phone book options 
STEP5: Press Blackberry menu button again
STEP6: Select Option to Copy contacts.

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Handset Trouble Shooting