Home>Knowledge Base>EMail>Unable to receive email through a Blackberry
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Article ID37
Created On3/29/2010
Modified3/29/2010
Unable to receive email through a Blackberry

Confirm that the Blackberry server is operational for email address

Send service books

Sometimes this process "wakes up" the email on the device.

Reset your BlackBerry

Reset your device by powering it down, and then remove the battery, count off around 30 seconds, and then reinsert it. Once the BlackBerry has restarted, test to see whether you can now send and receive email. If you cannot, continue troubleshooting.

Disconnect from the BlackBerry network

Remove the device battery for about five minutes to ensure a complete disconnect from the BlackBerry network. This causes a hard reset, forcing the network to register the device as a new device on the network. This is a common fix for coverage areas in which you normally have a connection and can send and receive email, but are now having trouble (see the charts above to determine coverage areas).

Check the wireless network signal strength on the BlackBerry smartphone

If the signal strength is too low, your BlackBerry smartphone may not be able to receive email messages. The network status indicator on your BlackBerry smartphone must display two bars or more for reliable email messaging. If you move to an area with a stronger signal, you should start receiving email messages.

Check which wireless network the BlackBerry smartphone is using

For AT&T

The network status indicator for AT&T should be "EDGE" or "3G".

Note the uppercase letters on both. If the "G" or "EDGE" is not uppercase, this indicates that the devices are in range of an area with limited coverage. Phone calls and texting will work, but data like web browsing and BES mail delivery will most likely not.

Some wireless network types cannot transmit email messages unless you are Fully on the proper network. You can send and receive email messages only if the network status indicator on your BlackBerry smartphone displays GPRS or EDGE. If your BlackBerry smartphone is not connected to one of these wireless networks, move to an area with appropriate network coverage.

For Verizon

The network status indicator for Verizon should be "1X" or "1XEV". The "X" or "XEV" should be upper case, and the same size on the screen as the "1":

Check the date and time

On most models, click the Options icon, and then click Date/Time.

If the date and time are incorrect, fix them, and then test to see if you can send or receive email. If the date and time are correct, or if you have problems after fixing them, continue troubleshooting.

Check network settings (these instructions may vary depending on the version installed on the Blackberry)

To check the network settings on most models:

1.Click the Options icon, and then click Network or Network Settings.

2.In the "Radio" field, verify that the value is set to On.

3.In the "Roaming" field, verify that the correct country is displayed.

4.Verify that the "Status" is active, and then click the trackwheel. A menu will appear.

5.Click Register Now and verify that the registration request is sent.
If you are unable to register the handheld or connect to the network, or do not have the correct options displayed in the "Roaming" or "Status" fields, contact your service provider. If these settings are all correct, and you are able to register your BlackBerry, continue troubleshooting.

Verify that the email account details in BlackBerry Unite! software are correct

If the email account details in BlackBerry® Unite!™ software are incorrect, your BlackBerry smartphone will not receive email messages. Verify that your email address and password are correct. If prompted, check that the protocol, incoming server name, incoming port, and SSL settings in BlackBerry Unite! software are correct.

Send yourself a PIN message

If you can send and receive PIN messages but you cannot receive email messages, there may be a problem with your email account service provider or the email account details in BlackBerry Unite! software. Verify that your email address and password are correct. If prompted, check that the protocol, incoming server name, incoming port, and SSL settings in BlackBerry Unite! software are correct.

Check to see if redirection is enabled

From the Desktop Manager Software
Open Desktop Manager and double-click Redirector Settings. Make sure Redirect incoming messages to your handheld is checked.

From the BlackBerry handheld
1.Open the messages screen and select Options.

2.Choose Email Settings.

3.On the Email Settings screen, choose Folder Redirection.

4.On the Folder Redirection page, select Mailbox- (Name of User), and choose Expand.
You should see a list of folders that includes Deleted Items, Inbox, Junk E-mail, and Sent Items. For mail messages to be received, the Inbox folder must have a checkmark next to it. Sent Items is checked by default and will not affect mail delivery.

If your device is still not able to send or receive email, contact the Support Center or your BlackBerry provider.