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BlackBerry Troubleshooting

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I am a CUIT Exchange user. How do I configure my BlackBerry for my e-mail?

To syncronize your BlackBerry with your Exchange account (Outlook) the device and line must be supported by CUIT. Personal BlackBerry devices are not allowed on the BlackBerry Enterprise Server (BES) and thus cannot be synced with your Exchange.

I am a Columbia Cyrus user. How do I configure my BlackBerry for my e-mail?

There are two ways to setup your cyrus email on a BlackBerry

       1. Option one is through the BlackBerry device

To setup your cyrus email on a BlackBerry device go to go Setup -> Email Setup or Email Settings and follow the directions.

       2. Option two is through the BlackBerry Internet Service website

Click on your carrier's BIS account page and setup an account using your device's IMEI or ESN and PIN number. You can add up to nine (9) email accounts. Each account will populate an individual email icon on your BlackBerry.

       Verizon BIS        ATT BIS

Note: If you received a replacement BlackBerry:
a. And used option one to setup your previous BlackBerry just go to the Email Settings and click Move to transfer the email settings to the new device
b. And used option two to setup your previous BlackBerry just go to your carrier's BIS website, log in, and update your device.

I am a CUIT Exchange user. How do I configure my BlackBerry for calendar and contacts?

If you are an Exchange user and your BlackBerry was configured through BES your calendar and contacts are already setup to sycn.


I am a Cyrus user. How do I configure my BlackBerry for calendar and contacts?

If you are a Cyrus user and you would like to syncronize your BlackBerry with your contact and calendar, use the Desktop Manager software to configure the syncronization settings

  1. Connect your BlackBerry to the Desktop Manager

    2. While the desktop manager is running, connect your BlackBerry to the PC using the USB. You should see an error message stating "No applications configured for synchronization" if you haven't already set anything to sync.

  2. Set up which parts of Outlook to sync

    3. After clicking okay (and entering your password if one exists), click Synchronize. Now click synchronization under the configuration tab and then select Synchronization.

    If you a password exists on your device, you may be asked to input it once again. For this example, I will choose Contacts only, but you also have the option to the calendar, memo pad and tasks. Keep in mind you can choose to sync with Yahoo! as well. For Google, you would need to use Google Sync.

    Check off the radio for Address Book and you will be asked to from the available desktop applications. Highlight Outlook and then select "Next"

    Choose ‘Two-Way Sync” and press Next.

    Select the Outlook profile you'd like to sync. After choosing your profile, hit Next and then click Finish after getting to the Congratulations screen. You can choose to sync more items or click OK if you're done.

    The next time you plug in your Blackberry device, the Desktop Manager will ask for a password and should sync your device.

My Exchange email is not syncing. What should I do?

If your BlackBerry is not receiving new Exchange email try the simple troubleshooting steps below

  1. Remove the BlackBerry battery for about 2 minutes to reset it.
  2. Is your BlackBerry showing 3G, EDGE, or 1XEV on the top right corner of the screen?
    3. If Yes,
    If No, your BlackBerry is not connecting to the carriers data server because either you are in a no-coverge area or your battery level is too low
My Cyrus email is not syncing. What should I do?

If your BlackBerry is not receiving new Cyrus email try the simple troubleshooting steps below

  1. Remove the BlackBerry battery for about 2 minutes to reset it.
  2. Did you recently change your email password?
    3. If Yes, remember you also need to update the password on your BlackBerry Email Settings.
    If No,
  3. Is your BlackBerry showing 3G, EDGE, or 1XEV on the top right corner of the screen?
    4. If Yes, contact the CUIT Help Desk 212-854-1919
    If No, your BlackBerry is not connecting to the carriers data server because either you are in a no-coverge area or your battery level is too low

My Exchange Calendar is not syncing or does not match what is in my Exchange Calendar. What should I do?

If you are a BES BlackBerry user you can restore your calendar from the server to your device with the following procedure. This will initiate a synchronization of your calendar entries from Exchange to your BlackBerry handheld:

  1. Open your Calendar from the BlackBerry
  2. Press the Menu key, scroll down and select Options
  3. Place your cursor over ‘Desktop’ and then type the letters rset
  4. Confirm that you would like to restore your calendar
  5. Your calendar should be restored within 20 minutes
My Exchange Contacts is not syncing or does not match what is in my Exchange Contacts folder. What should I do?

If you are a BES BlackBerry user you can restore your contacts from the server to your device with the following procedure. This will initiate a synchronization of your contacts from Exchange to your BlackBerry handheld:

  1. Open your Contacts from the BlackBerry
  2. Press the Menu key, scroll down and select Options
  3. Place your cursor over ‘Desktop’ and then type the letters rset
  4. Confirm that you would like to restore your contacts
  5. Your contacts should be restored within 20 minutes

My BlackBerry is marking outgoing messages with a red X. What should I do?

If your BlackBerry is marking outgoing messages with a red X your BlackBerry could be low in memory. Perhaps the easiest thing to do is regularly check the available memory on your BlackBerry. To do this, click on the ‘Options’ application and select “Status’ from the drop down menu. The ‘File Free’ display shows you the current amount of free data storage. The ‘File Total’ section tells you how much storage space remains after loading the Operating System, the phone, and the other basic applications.


Here are six simple solutions.

1. Delete Old Messages

One easy way to free up a lot of space is to delete old messages. You can change the ‘Keep Messages’ setting on the BlackBerry to 15 or 30 days, which will reduce the number of old messages taking up space in the memory. To do this, go to the ‘Messages’ application, click the trackwheel and select ‘Options.’ From that screen, click ‘General Options’ and change ‘Keep Messages’ to either 15 or 30 days. You should be aware that the BlackBerry will begin deleting older messages automatically when the memory gets low.

2. Change Appointments Settings

If you use your Calendar a great deal, then you might want to think about changing the ‘Keep Appointments’ setting to 15 or 30 days in order to avoid old calendar events taking up space. To change this go to the ‘Calendar’ application, click the trackwheel and select ‘Options’ from the menu. In ‘Calendar Options’ change the ‘Keep Appointments’ setting to either 15 or 30 days. This will not affect recurring appointments because the BlackBerry regards them as a single appointment.

3. Clear Browser Cache

Much like a regular computer, it is important to clear the browser cache often. Go to the ‘Browser’ application, click the trackwheel and select ‘Options.’ In the Browser Options screen, select ‘Cache Operations’ and click on ‘Clear Content Cache.’ This will clear the various caches.

4. Remove Unnecessary Applications

Remove any applications that you do not use. Most people have a few applications or programs they never use – the Memo Pad or a third party game program for example. By removing unused applications you leave more data space for applications that you use regularly. To remove unnecessary applications, click ‘Options,’ select ‘Applications’ from the menu. Scroll to the application you would like to delete, click the trackwheel and select ‘Delete.’


My BlackBerry battery is suddenly draining rapidly. What should I do?

If your BlackBerry battery is draining rapidly or not holding charge you might need to buy a new battery.

       Smartphone Accessories

My BlackBerry won't power on. What should I do?
  1. Reboot the BlackBerry by removing the battery for about 2 minutes.
  2. Your battery could be completely drained. Charge it for a few hours.
  3. Your battery could be deffective and not charging or holding charge. Try a different battery.
  4. If you see a red light above the screen, but the screen is completly blank your device might need to be replaced.

My BlackBerry screen is cracked. How do I get it repaired?

Unfortuantelly a cracked screen is considered physical damage. Physical and/or liquid damage is not covered by the device 1-year device warranty. You can take the device to a third party for repair.


My BlackBerry is not charging. What should I do?

If you your BlackBerry is not charging try the simple troubleshooting steps below

  1. Try a different charger
  2. Your battery could be deffective and not charging or holding charge. Try a different battery.
  3. If you see a red light above the screen, but the screen is completly blank your device might need to be replaced.
  4. Check your device for physical damage and liquid damage.

My BlackBerry is randomly rebooting. What should I do?

If you device randomly reboots, this could be caused by third party applications you have installed. Go to Options->Applications and delete any third party


My BlackBerry trackball/trackpad is not working. What should I do?

If your BlackBerry trackball/trackpad is not working most likely your device needs to be replaced. Contact the CUIT Help Desk to report this problem. If you are an Exchange/BES user save any photos and videos since those won't tranfer to the new device. If you are a Cyrus/BIS user back up your device using the Desktop Manager.


They keys on my BlackBerry are sticky or not responding. What should I do?

If your BlackBerry keys are not working most likely your device needs to be replaced. Sticky keys is something caused by liquid spilled on the device.

Check your device for liquid damage by removing the battery and looking for a white square sticker. If the sticker is red or pink it has liquid damage and connot be replaced.

If the sticker is white contact the CUIT Help Desk to report this problem. If you are an Exchange/BES user save any photos and videos you have on the device since those won't tranfer to the new device. If you are a Cyrus/BIS user back up your device using the Desktop Manager.


I cannot make phone calls

If you are not able to make phone calls reboot the BlackBerry by removing the battery for about 2 minutes. If you are still not able to make calls, contact the CUIT Help Desk at 212-854-1919


I cannot browse the web.

If you are not able to browse the web try the simple troubleshooting steps below

  1. Remove the BlackBerry battery for about 2 minutes to reset it.
  2. Does your BlackBerry show 3G, EDGE, or 1XEV on the top right corner of the screen?
    3. If Yes, contact the CUIT Help Desk 212-854-1919
    If No, your BlackBerry is not connecting to the carriers data server because either you are in a no-coverge area or your battery level is too low
I cannot access my voicemail box.

If you cannot remember your voicemail password or need the password reset contact the CUIT Help Desk at 212-854-1919.


I'm outside the US and I cannot make calls and/or send/receive email

If you are outside the US and either the voice service, the data service, or neither are working:

  1. Before leaving the US, did you contact CUIT to actiate the international features on your line?
    2. If Yes, contact your carrier international support line at
           a. Verizon 908-559-4899
           b. ATT 916-843-4685
    If No, contact CUIT 212-854-1919 to request the international features be added to your line.

How do I backup my BlackBerry?

If you are an Exchange user, your Exchange email, calendar, contacts, and notes automatically sync with the server. If you are a Cyrus user, or would like to back up your BlackBerry, use the Desktop Manager. We recommend that Cyrus users backup their BlackBerry once a week.

  1. Connect your device to your computer. If you have a password enabled, enter it so your device will connect to the desktop.

  2. Open BlackBerry Desktop Manager, and double-click the Backup and Restore icon to bring up the Backup and Restore dialog box.

  3. If you wish to back up everything on your handheld, click Backup... . The default filename format is Backup-(today's date).ipd, for example, Backup-(2008-01-23).ipd. If you create more than one full backup in a day, an incrementing number will be inserted after the date. Select the desired filename and location, and then click Save.

More usefull BlackBerry information

For manuals, software, updates, and more useful information please visit BlackBerry
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