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Blackberry Phones No Longer Receiving or Sending Emails

Posted on 2014-12-18
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Last Modified: 2016-02-16
Since yesterday afternoon a few blackberry phones are no longer receiving emails. There are 2 internal users and
2 remote users. All 4 appear to have stopped receiving and now sending emails. The system is SBS 2011. One of them
has a personal email account on the phone and that has stopped receiving too. Don't know Blackberry that well so do
not really know where to start. Emails are being received Ok on the desktop. Could it be a fault with the blackberry service?

Thanks in advance
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Question by:floyd197
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LVL 20

Expert Comment

by:Satya Pathak
ID: 40507096
ask the users to hard reboot the phone
if not working reset the users enterprise password  and sync it agian.
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Author Comment

by:floyd197
ID: 40507172
Thanks
Strange that all 4 would affected at once. It is not using Blackberry Enterprise Software
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LVL 35

Expert Comment

by:Kimputer
ID: 40507195
Emails in BB's rely firstly on BB services to run properly. These services pass through your provider too. That's for personal and "simple" email (POP/IMAP). Of course, the email provider has to work properly too.If company email is used, it also relies on the BB server software too (supposedly installed in the same domain as the company mail server).
As you can see, for normal operation, your rely on BB, network provider and either your email provider or your own server. Since you mentioned you didn't have a BB server (are you sure? ask your IT manager?), there are still 3 things to check (check if BB, your network provider or your email provider has an outage).
I think this is the reason why BB is a dying breed though (as now other systems require less management scattered throughout while still providing push email). Android with Gmail has PUSH email, and when something doesn't work, you pretty much know where the problem is (it's either no network connectivity or it's a Google problem, very easy for a simple user to find out. If a BB or network provider, or BB server has an outage, you couldn't really tell, as you have no real way to check it)
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Author Comment

by:floyd197
ID: 40507265
Thanks. I suspected the Blackberry service first of all. That is my understanding of it, that it uses the Blackberry
service first. There is definitely no Blackberry software on the server. Email is Ok on the desktop computers.
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LVL 35

Expert Comment

by:Kimputer
ID: 40507268
That leaves the BB service, either with BB themselves, or your network provider (means you still have to make 2 calls)
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Author Comment

by:floyd197
ID: 40507291
The phones have been working ok for a year with the exchange server, and nothing has been changed.
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LVL 35

Expert Comment

by:Kimputer
ID: 40507303
Usually, if you mention Exchange and BB in one sentence, it actually means you DO have BB server software installed in your network. Especially if before, if you moved an email in your Outlook to another folder, it would be moved inside the BB too, a few seconds later (or if all your contacts are perfectly synced with your Outlook). This is only possible because the Exchange server is talking to your BB THROUGH the BB Server software and hence through BB and BB services.
In this case, you still have to check your own BB server (which might reside on the Exchange server, or as a seperate server in the network).
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Author Comment

by:floyd197
ID: 40507326
No, certain there isn't. the Blackberries were set up to connect to the exchange server using the add email account option,
and then choosing exchange
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LVL 7

Expert Comment

by:doertalk
ID: 40507541
Hi,

Can you please confirm few more things here.

- What Exchange version.
- What is the Blackberry Models ( are they the new Blackberry 10 devices or the OLD blackberry devices ).
- What email you users are not able to receive. ( Is it the Exchange email or any other emails which you are talking about).

Based on the above quetions we can continue to troubleshoot.

Cheers,
Doertalk.
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Accepted Solution

by:
floyd197 earned 0 total points
ID: 40522229
Sorry for the late reply. Turns out is was the Blackberry service provider that was the problem.

Thanks for the help
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Author Closing Comment

by:floyd197
ID: 41466156
The problem was caused by the blackberry service
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