HomeTechnical SetupMicrosoft Exchange SetupBlackberry FAQ (Mobility)

4.4. Blackberry FAQ (Mobility)

Set Up BIS - BlackBerry®


NOTE: BIS is if you have normal webmail - BES instructions is what you want for Microsoft Exchange with the full Blackberry Enterprise License.

The BlackBerry setup steps vary depending on your wireless provider. You may need to consult the help documentation provided by your provider. To set up BlackBerry, do the following:

  1. On the BlackBerry, select the Email Settings icon, or on your PC, log into your account at your wireless service provider's BlackBerry Internet Service website. See below for major carriers:

    Alltel: http://www.alltel.blackberry.com/
    AT&T / Cingular: http://bis.na.blackberry.com/html?brand=mycingular
    Nextel / Sprint: https://bis.na.blackberry.com/html?brand=nextel
    Rogers: https://bis.na.blackberry.com/html?brand=rogers
    Telus: https://bis.na.blackberry.com/html?brand=telus
    T-Mobile (U.K): http://www.instantemail.t-mobile.co.uk/
    T-Mobile (U.S): https://my.t-mobile.com/Login/Default.aspx
    Verizon: https://bis.na.blackberry.com/html?brand=vzw

  2. Click the Set Up Account button.
  3. Enter your email address, password, and confirm password. The validation will fail since it is not a partner account.
  4. Click the I will provide the settings to add this email account option button.
  5. Click the Next button.
  6. Select This is my work email account.
  7. Click the Next button.
  8. Click the I will provide the settings to add this email account option button.
  9. Click the Next button.
  10. Enter the following information in the fields provided: 
    • User Name—Enter your entire email address, using all lowercase letters (e.g., myname@mydomain.com).
    • Password—Enter the password associated with your email account.
    • Email server—Enter the secure server name:

    • Email Address—Enter your entire email address, using all lowercase letters (e.g., myname@mydomain.com).
  11. Click the Next button.

You should begin receiving new messages in approximately 20 minutes.


BlackBerry Folder Redirection

In order to set up sub-folders for an Exchange account on a BlackBerry, you will first need to set up folder redirection. The settings will only apply to new messages received after the folder redirection changes have been saved. To set folder redirection on the handheld, the BlackBerry software must be version 4.0 or higher.

Enable Folder Redirection

  1. On the Home screen, go to Messages.
  2. Press the Menu key or trackwheel (on older models), and select Options > Email Settings.
  3. Press the Menu key and select Folder Redirection.
  4. In the Folder Redirection menu, highlight Mailbox, press the Menu key and select Expand.
  5. Under the Mailbox, highlight the Inbox, press the Menu key and select Expand.
  6. Highlight the folder you want to enable redirection on, press the Menu key and select Change Option.

    Note: If you are unable to select Expand for any of the folders, or if Change Option is unavailable, try turning Wireless Reconcile off and then on again. You can find Wireless Reconcile in Messages > Options > Email Reconciliation.
  7. Press the Menu key and select Save.

Common Blackberry Problems and Resolutions


Problem: Activating a new device

Suggested Steps:

*Make sure the new device has the Blackberry Enterprise Service plan with the mobile provider*

Log into your administrative control panel > Click on 'Microsoft Exchange' > Click on 'Mobile Devices' > Click 'View Users' under Blackberry > type in an activation password where it says 'repeat password' > wait 5 minutes. On the Blackberry > 'Options" > 'Advanced Options' > 'Enterprise Acitvation' > type in the full email address and the new activation password.


Problem: Activation stops on 'activating' and errors with 'an error has occurred, please contact your system administrator'.

Suggested Steps:

1. Ensure you have the correct data plan (BES, not BIS)

2. Disable forwarding, activate your Blackberry, then renable forwarding.

3. Check MX records to make sure you are not using a 3rd party spam filtering service, such as Postini.



Problem: Exchange Services not working properly on Blackberry

Suggested Steps:

Resend the service books > take the battery out for 10 seconds then replace > Re-register the host routing tables (Go to 'Tools > Select 'Advanced Options' > Click on the Host routing tables > press the Blackberry button > hit 'Register now' > Look in the messages to see if it came back *it should say your device has been registered* > When this is complete > restart the Blackberry (this will force an update to the host routing table).




Problem: Entourage Sent Items do not sync with the Blackberry

Suggested Steps:

Known issue with Blackberry


Problem:  Unable to Activate. Device displays "IT Policy Rejected"

Suggested Steps:

Ensure that this device was not previously attached to another BES environment. If so, the user must wipe the device (back it up forst, if needed using the dekstop software) in order to activate in our environment.



Problem: Calendar not syncing properly

Suggested Steps:

Go to calendar on the device > Click the Blackberry Menu button > Select 'Options' > Expand Desktop > Turn off wireless reconciliation > 'Save" (Repeat the process above and change wireless reconciliation to 'On").



Problem:  Subfolder data is not synchronizing

Suggested Steps:

User must enable subfolder redirection

From the home screen on the handheld go to 'Messages' > Click the trackwheel and select 'Options' > 'Email settings' > 'Click the trackwheel and select 'Folder Redirection' > In the Folder redirection menu, expand the mailbox by highlighting it and then clicking trackwheel and selecting 'Expand" > Under the Mailbox, expand the Inbox by highlighting it, clicking the trackwheel and selecting 'Expand' > Highlight the folder on which you wish to enable redirection > Click the trackwheel and select 'Change Option'.



Problem: Confirming that a Blackberry is receiving messages?

Suggested Steps:

Send an email to the Blackberry users. In the subject line, please <confirm>. You will receive a delivery confirmation if the message was successfully delivered to the device.


Problem:  Duplicate Contacts

Suggested Steps:

Make sure the contacts are not duplicated in Outlook Web Access (if they are duplicated there, you will need to remove the duplicates) > delete the CMIME and DESKTOP Sync Service Books > resend them from the BES Server.

If issue continues > Go to the address book > Click the Blackberry 'Menu' button > Select 'Options' > Type 'RSET' > User will get the following message: "This will erase your DESKTOP contacts, and reload it from your server, continue? > Click 'Yes'


Additional Information:

Things you are unable to do from the device:

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