KB02169Word格式.docx
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Overview|Environment|Cause|Resolution|AdditionalInformation
Overview
OneofthefollowingscenariosisencounteredwhenusingtheBlackBerrysmartphoneandBlackBerryInternetService:
∙EmailmessagescannotbesentfromorreceivedontheBlackBerrysmartphone
∙EmailmessagescanbesentfrombutnotreceivedontheBlackBerrysmartphone
∙EmailmessagesarereceivedonbutcannotbesentfromtheBlackBerrysmartphone
Note:
WhenusingPostOfficeProtocol（POP）,InternetMessageAccessProtocol（IMAP）,orMicrosoft®
Outlook®
WebAccessemailaccounts,makesurethattheemailapplicationhasbeenconfiguredtoleavecopiesofemailmessagesonthemessagingserver.Forinstructionsonhowtoturnthisfeatureon,seeKB12283.
**PleasenotethatGmailisknownasGoogleMail™insomecountries.
Important:
FollowthebasictroubleshootingstepsinKB11334beforereferringtothisarticle.
∙
Backtotop
Environment
InternetService
∙BlackBerrysmartphones
Cause
Unabletosendandreceiveemailmessages
Thisissuemaybecausedbyoneofthefollowing:
1.Thewirelessserviceprovider'
snetworkisnotfunctioningcorrectly,orthewirelesstransceiverontheBlackBerrysmartphoneisturnedoff.
2.ABlackBerryInternetServiceaccounthasnotbeencreatedfortheBlackBerrysmartphone.
3.Theintegratedemailaccountiscurrentlynotvalidated.
Unabletoreceive,butabletosendemailmessages
1.AnemailmessagefilterispreventingemailmessagesfromreachingtheBlackBerrysmartphone.
2.Emailmessagesarebeingsenttoanemailaddressthatnolongerexistsortoanincorrectemailaddress.
3.ThedateandtimesettingsontheBlackBerrysmartphoneareincorrect.
4.ThefirewallontheBlackBerrysmartphoneissettoblockincomingemailmessagesfromtheBlackBerryInternetService.
5.EmailmessagesarebeingsenttoanemailaccountthatisnotintegratedwiththeBlackBerryInternetServiceaccount.
6.ABlackBerryInternetServiceaccountisnotassociatedwiththeBlackBerrysmartphone.
7.Theemailmessagesfromtheintegratedemailaccountarebeingstoredinaplaceotherthantherootfolderoftheinboxonthemessagingserver.
Unabletosend,butabletoreceiveemailmessages
1.TheservicebooksfortheBlackBerryInternetServicearenotpresentontheBlackBerrysmartphone.
2.BlackBerry®
DesktopRedirectorwasinstalledatthesametimeasBlackBerry®
DesktopManager.
3.Emailmessagesarebeingsenttoanincorrectemailaddressortoanemailaddressthatnolongerexists.
4.ABlackBerry®
EnterpriseServerITpolicyisblockingemailmessagesbeingsentfromanemailaccountthatisintegratedwithaBlackBerryInternetServiceaccount.
5.TheBlackBerrysmartphoneisattemptingtosendemailmessagesusingtheservicebookofanemailaccountthatisnolongerintegratedwiththeBlackBerryInternetServiceaccount.
6.TheBlackBerryInternetServiceaccountcontainsaninvalidAutoBCCorReplytoaddress.
Resolution
Completetheappropriateresolution.
Unabletosendandreceiveemailmessages:
Cause1
Thewirelessserviceprovider'
snetworkisnotfunctioningcorrectly,orthewirelesstransceiverontheBlackBerrysmartphoneisturnedoff.
Resolution1
Toresolvethisissue,completethefollowingsteps:
1.Makesurethatthewirelesstransceiveristurnedon.FromtheHomescreenoftheBlackBerrysmartphone,clickTurnWirelessOn.
2.VerifythattheBlackBerrysmartphonehasanactivedataconnection.
TodetermineifaBlackBerrysmartphonehasanactivedataconnection,refertothefollowingKBarticlesthatdescribethenetworkstatusindicatorsonaBlackBerrysmartphone:
a.ForGlobalSystemforMobilecommunications®
（GSM®
）,GeneralPacketRadioService（GPRS）,andEnhancedDataRatesforGlobalEvolution（EDGE）networks,seeKB02334.
b.FortheCodeDivisionMultipleAccess（CDMA）network,seeKB02335.
3.Verifythatthewirelessserviceprovider'
snetworkisfunctioningcorrectly.Contactthewirelessserviceproviderformoreinformation.
Cause2
ABlackBerryInternetServiceaccounthasnotbeencreatedfortheBlackBerrysmartphone.
Resolution2
Toresolvethisissue,completeoneofthefollowing:
∙ContactthewirelessserviceprovidertodetermineifaBlackBerryInternetServiceaccountalreadyexistsandtoassignittotheBlackBerrysmartphone.
∙CreateanewBlackBerryInternetServiceaccount.Forinstructions,seeKB03087.
Cause3
Theintegratedemailaccountiscurrentlynotvalidated.
Resolution3
Revalidatetheintegratedemailaccount.Torevalidatetheintegratedemailaccount,completethefollowingsteps:
1.LogintotheBlackBerryInternetServiceaccount.Forinstructions,seeKB03087.
2.Clickthered-outlinedenvelopeicon.
Formoreinformationaboutintegratedemailaccountsthatarenotvalidated,seeKB05255.
Unabletoreceive,butabletosendemailmessages:
AnemailmessagefilterispreventingemailmessagesfromreachingtheBlackBerrysmartphone.
Deleteallemailmessagefiltersthatmayberestrictingemailmessageflowbycompletingthefollowingsteps:
1.LogintotheBlackBerryInternetServiceaccount.
2.ClickFiltersbesidetheemailaccounttobeconfigured.
3.ClickDeletebesidethefiltertoberemoved.
Emailmessagesarebeingsenttoanemailaddressthatnolongerexistsortoanincorrectemailaddress.
Emailmessagessenttoanon-existentorincorrectemailaddressgenerateanerrormessageforthesender.AnerrormessagesimilartothefollowingappearsalsofortheBlackBerryemailaccount:
Thefollowingmessageto<
username>
@<
wirelessservice_provider>
wasundeliverable.Thereasonfortheproblem:
5.1.0-Unknownaddresserror554-'
5.7.1InvalidRecipient
Verifythatthesenderissendingemailmessagestothecorrectemailaddress.IfitisaBlackBerryemailaddress,verifythattheBlackBerryemailaddressisassociatedwiththeBlackBerrysmartphone.Forassistance,contactyourwirelessserviceprovider.
Cause3
ThedateandtimesettingsontheBlackBerrysmartphoneareincorrect.
AnincorrectdateandtimesettingcanmakeitdifficulttolocatenewemailmessagesthatarriveontheBlackBerrysmartphone.
MakesurethedateandtimesettingsarecorrectfortheBlackBerrysmartphonebycompletingthefollowingsteps:
1.FromtheBlackBerrysmartphoneHomescreen,clickOptions.
2.ClickDate/Time.
3.MakesurethattheBlackBerrysmartphoneissettothecorrectdateandtime.
Cause4
ThefirewallontheBlackBerrysmartphoneissettoblockincomingemailmessagesfromtheBlackBerryInternetService.
Resolution4
Turnoffthisoption.Toturnoffthisoption,completethefollowingsteps:
2.ClickSecurityOptions.
3.ClickFirewall.
4.MakesurethattheBlackBerryInternetServicecheckboxiscleared.
Cause5
EmailmessagesarebeingsenttoanemailaccountthatisnotintegratedwiththeBlackBerryInternetServiceaccount.
Resolution5
IntegratetheemailaccountwiththeBlackBerryInternetServiceaccount.Forinstructions,seeKB02189.
Cause6
ABlackBerryInternetServiceaccountisnotassociatedwiththeBlackBerrysmartphone.
Resolution6
Cause7
Theemailmessagesfromtheintegratedemailaccountarebeingstoredinaplaceotherthantherootfolderoftheinboxonthemessagingserver.
Resolution7
Modifytherulesintheemailapplicationtoleaveacopyofemailmessagesintheinboxofthemessagingserver.Forinstructionsonhowtoleaveacopyofemailmessagesintheinboxofthemessagingserver,seeKB12283.
Unabletosend,butabletoreceiveemailmessages:
TheservicebooksfortheBlackBerryInternetServicearenotpresentontheBlackBerrysmartphone.
SendnewservicebookstotheBlackBerrysmartphone.Forinstructions,seeKB02830.
BlackBerryDesktopRedirectorwasinstalledatthesametimeasBlackBerryDesktopManager.
RemovetheBlackBerryDesktopRedirectorservicebooksfromtheBlackBerrysmartphonebycompletingthefollowingsteps:
1.FromtheHomescreenoftheBlackBerrysmartphone,clickOptions.
2.ClickAdvancedOptions.
3.ClickServiceBook.
4.Fromthelistofservicebooks,selectDesktop[CMIME].
5.Displaythemenu,andselectDelete.
6.IfaDesktop[CICAL]servicebookislisted,completethefollowingsteps:
a.Fromthelistofservicebooks,selectDesktop[CICAL].
b.Displaythemenu,andselectDelete.
7.ModifytheBlackBerryDesktopManagerinstallationtousetheBlackBerryInternetServiceinsteadofaBlackBerryEnterpriseServerortheBlackBerryDesktopRedirector.Forinstructions,seeKB03179.
Emailmessagesarebeingsenttoanincorrectemailaddressortoanemailaddressthatnolongerex
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