Troubleshooting

Please select one of the following:

The First Step to take if Device is having Problems
How to transfer SIM contacts to the device
How do I free up memory on my device?
Where Do I Find My Pin and IMEI?
How to Add and Delete Email Addresses
How Do I Reset My BlackBerry
Performing a SOFT reset on the BlackBerry device
Performing a DOUBLE-SOFT reset on the BlackBerry device
Performing a HARD Reset on My BlackBerry Device
Reasons to perform hard Reset on My device

The First Step to take if Device is having Problems:

The 1st Step is to pull the battery out of the device and leave it out for about 30 seconds. This will clear the internal memory and will solve many, many issues.

1. Leave the BB powered ON.
2. Pull the battery
3. Leave it out for 30 seconds
4. Replace battery and let device boot
5. See if the problem has been resolved, if it has not, then investigate these FAQ's further

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How to transfer SIM contacts to the device:

On your BlackBerry, go to the Address Book.

1. Open it and click (or press Menu on 8100, 8800, 8300) to see SIM Phone Book.
2. Click SIM Phone Book. The list of your SIM contacts will appear.

From here you have 2 options:

a) You may choose to highlight one contact and click to ADD TO ADDRESS BOOK

OR

b) You can COPY ALL TO ADDRESS BOOK. If you have a great number of contacts, this may take a while, be patient.

Please note that SIM contacts will ONLY contain one phone number per contact entry. Your BB Address Book will have a different arrangement with one Contact Name and several fields of information (Cell phone, Work Phone, Home Phone, email address, etc.) All you SIM contacts will copy to the BB Address Book as separate contacts. You will need to edit each, copy and paste phone numbers from one entry to a main entry. This is best done by syncing your BB back to a program such as MS Outlook where you can use a PC to more easily edit the address book, and then sync back to your BlackBerry to update it.

It is by default that ALL contacts from your SIM card will copy to your BB Address Book as "Work Phone". This cannot be changed; you will need to edit the information to arrange it correctly.

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How do I free up memory on my device?

Delete unused Languages

1. Go to Options >> Advanced Options >> Applications
2. Scroll to and highlight the unused languages
3. Press the menu key and select Delete
4. Note: When prompted to restart select No until all of the unused languages are deleted.
5. Once all languages are deleted, remove battery for 30 seconds and re-boot the device

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Where Do I Find My Pin and IMEI?

Method 1

1. Go to Options
2. Select Status

Method 2

1. Hold down ALT and shift (CAP or NUM) and 'H'
2. (full keyboard models only)

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How to Add and Delete Email Addresses

How do I add email Addresses
From the device:

1. Click on the Setup Internet E-mail Icon
2. Click on E-mail Accounts link
3. Click on the Add e-mail account link. You can also select Create a Blackberry e-mail address from this area
4. Follow the directions by entering the email address and password

How do I delete email Addresses
From the device:

1. Click on the Setup Internet E-mail Icon
2. Click on E-mail Accounts link
3. Click on the email address you want to delete user@donain.com link
4. Select the Delete link

How Do I Reset My BlackBerry

Differences between Hard and Soft Reset
Resetting the BlackBerry device is a useful way to resolve issues and is usually the first step in troubleshooting the BlackBerry device. Knowing the differences between a hard, soft and double-soft reset ensures that the correct troubleshooting method has been chosen.

Note: Backup all applications before resetting the BlackBerry device using the Backup and Restore tool on the BlackBerry Desktop Manager.

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Performing a SOFT reset on the BlackBerry device

Performing a soft reset stops all applications on the BlackBerry device by pressing the ALT+RIGHT SHIFT (CAP) +DELETE keys. A soft reset re-establishes communication between the BlackBerry device and the computer.

Note: This does not apply to the BlackBerry® Pearl™ Smartphone.

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Performing a DOUBLE-SOFT reset on the BlackBerry device

Performing a double-soft reset stops all applications on the BlackBerry device and is nearly the equivalent of a hard reset. Timing however is critical. Perform a soft reset by pressing the ALT+RIGHT SHIFT (CAP) +DELETE keys. The screen will go blank. When the screen is no longer black, press the ALT+RIGHT SHIFT (CAP) +DELETE keys again. You should then see another blank screen followed by an hour glass.

Note: This does not apply to the BlackBerry® Pearl™ Smartphone

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Performing a HARD Reset on My BlackBerry Device

The first step in troubleshooting a network, software or hardware error is often to perform a hard reset. With Java® based devices; this is accomplished by removing the battery, while the BlackBerry device is powered on. Hold the battery out for about 30 seconds, and replace. The BlackBerry device will reboot.

Reasons to perform hard Reset on My device

The following shows the possible reasons for performing a hard reset on a BlackBerry device.

Network Issues

• Handheld displays an X beside the coverage indicator.
• Handheld displays GSM (Global System for Mobile Communication) or lower case gprs (General Packet Radio Service) as the network status indicator.
• User is unable to send or receive messages on the handheld.

Software Issues

• User receives an error code on the handheld.
• Applications do not appear to be functioning correctly.
• Desktop Manager is stuck at “working” status when the handheld is connected.
• Bluetooth is not detected.

Hardware Issues

• Handheld display is hard to read. For example, the display shows lines obscuring text.
•  Keypad is not functioning correctly. For example, keys do not work, the track ball/pad is not functioning correctly, or the handheld does not turn on.

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