BlackBerry

[Andy]

Hi MaCal,

Would you be able to give additional information regarding your issue; model of BlackBerry, who the email account is with etc. Giving this additional information will help ourselves and the community to assist you further.

Thanks

Andy

Moderator

eForum Team

[MaCal]

Thanks Andy. It is a Torch 9800 and the a/c involved is with Heart Internet. My vodafone account managers have tried to puzzle it out for a month but have given up! The device receives some but not all of the emails I receive into Outlook on my computer. This is obviously frustrating - indeed worrying - as I cannot be sure that I'll get important emails when I'm away from my computer - and negates the whole purpose of a BlackBerry. All the usual resets have been tried - to no effect. It started a month ago and has happened daily ever since - I had no problem for four years previously. I wondered if it might be some kind of firewall but have been told that RIM don't operate one. It is a wierd problem!

[redpages]

Hi,

A couple of suggestions and questions that would help troubleshoot this:

• How long has it been happening
• Is it from one specific email account or more than one?
• Are the emails also failing to come through on your desktop?
• What make and model of BlackBerry are you using?
• Resending your service books can sometimes help. As does a manual roam to refresh your connection on the network. There are a couple of instructional videos below on this (filmed on various BlackBerry's, the menus tend to be similar from phone to phone)

Performing a manual roam

Resend service books

[MaCal]

It has been happening for a month on my Torch 9800 - prior to this I have had no problem during four years of BlackBerry use. There are two email addresses - only one is affected. All the emails come in fine to my desktop (which is how I know they have not come in to the BlackBerry). Service Books have been resent and manual roams several times - problem still occurs.

[Wayne]

Hi MalCal,

Thanks for your post here. I’m sorry to hear that you are having problems with this. I appreciate how frustrating this must be for you.

This is a very confusing problem indeed. Can you try removing and re-adding the account and tell me if that helps matters at all?

Also, make sure that your Desktop is not trying to receive the emails at the same time that you are trying to receive them on the Blackberry as this can disrupt things.

Please let me know how you get on and if you have any more questions and we’ll be happy to help you further

Thanks

Wayne

eForum Team

[MaCal]

Hi Wayne

My IT people have removed and re-instated both my accounts but it has not made any difference.

My laptop is switched off overnight but my BlackBerry is not  - but when I switch on the laptop in the morning, it collects emails which have been sent overnight but which have not been picked up by the BlackBerry.

It is a complete puzzle as I cannot detect any logic to why the BlackBerry picks up some but not others of the emails in the Heart account - even over the space of two minutes it will pick up one but not the other which came in a minute later.

I can only think that it must be a RIM issue - my vodafone agents loaned me a different BlackBerry but it too had the same problem. Maybe I have to move to an iphone - it is hopeless knowing that emails are being sent which I will only know about if I carry a laptop - negates the whole purpose of a BlackBerry. I have had a BlackBerry for four years but this problem only started a month ago after some new software was put on to overcome the inherent fault that the 9800 had in not being able to send emails when in Italy. My vodafone agents say this is unconnected, however..

Thanks for trying to help

MaCal

[Martin]

Hi MaCal

I have to admit it is very puzzling that this is happening.

I am not sure what could be causing this, it could be a RIM issue, but if is the case we would see more instances on here that this is happening, so I would rule this out.

Or it could be an issue with the software. This is coincidental that this has affected you since the software update. To raise this, we do need 10 examples to raise to our support teams and this can then be looked into. If this was the problem, again I would believe that we would see more issues of this happening on the forum.

With everything that has been said, I am sorry to say that I have no further suggestions to help with this.

Martin

eForum Team

[MaCal]

Thanks Martin.

I have tried to contact RIM support but had no response. A friend who works for a big company says that 450 of their BlackBerry users are experiencing this - but I have no details so it could be an internal problem for them.

It is a shame that fundamental problems like this will only be considered if ten people complain. I have only three users in my company so all I can do is move away from BlackBerry.

Perhaps if others notify you of this problem you could notify me.

MaCal

[farhanali5]

Hi,

Same problem here!
I am facing the same problem. I have hosted email server with pop/IMAP access. Here are details:

1) Outlook is configured for downloading the email from server with pop settings.
2) Leave a copy on server option is configured (10 days).
3) I have deleted and re-integrated the email account from my carrier blackberry site.
4) Resend the service books, hard reset, power on/off etc.


Any solution!

[farhanali5]

Hi,

Same problem here! I am facing the same problem. I have hosted email server with pop/IMAP access. Here are details:

1) Outlook is configured for downloading the email from server with pop settings.

2) Leave a copy on server option is configured (10 days).

3) I have deleted and re-integrated the email account from my carrier blackberry site.

4) Resend the service books, hard reset, power on/off etc.

Any solution!

[MaCal]

I solved it only by moving from Heart Internet to Fasthosts.

[MaCal]

Hi - the problem simply disappeared when I moved from Heart Internet to Fasthosts. It was a last resort for me as nothing else worked and BlackBerry would not even answer my queries or give me any support. It was expensive to move but it solved the problem instantly. I was about to dump the Torch and buy and iPhone but, despite being unhappy with RIM, I am sticking with my exisiting hardware.

[Wayne]

Hi farhanali5 and welcome to the eForum

I’m sorry to hear that you are having problems with this too. I appreciate how annoying this must be for you.

Can you confirm you have tried all the other help and suggestions in this thread? And answer the questions in redpages’ post.

Hi MalCal

I'm really happy to hear that you have now resolved this. I appreciate how drastic changing email provider is but if you got the result you needed I'm sure you're just happy to have everything sorted.

Thanks

Wayne

eForum Team

[farhanali5]

Hi,

I tried following but issue still persist:

1) Outlook is configured for downloading the email from server with pop settings.
2) Leave a copy on server option is configured (10 days).
3) I have deleted and re-integrated the email account from my carrier blackberry site.
4) Resend the service books, hard reset, power on/off etc.

Ican't change my email hosting services.

Any suggestions!

[James]

Hi farhanali5,

Many thanks for getting back to us with this information.

I have taken a look at this for you and the only explanation that I can find is to do with email filters on your phone.

So we can check that there is nothing on there stopping certain email please can you select messages –  blackberry button – options – email filters – select yes on drop down list and delete any filters that are present.

If you can give this a go first and let me know how you get on

James

eForum Team

[farhanali5]

hi james,

There are no filters configured on my blackberry handset and also on my carrier's BIS portal.

Also this issue is being faced by all of the users of our domain.

any solution!

[farhanali5]

hi james, There are no filters configured on my blackberry handset and also on my carrier's BIS portal. Also this issue is being faced by all of the users of our domain. any solution!

[James]

Hi farhanali5,

Many thanks for getting back to me.

As there are no filters set up on your email client or your handset, it would indicate either an issue with your BIS service or your email domain.

As you mention your carriers BIS portal can you confirm if you are a Vodafone UK customer? Also can you confirm what domain you are using as an email host?

If you can let me know we will be able to look into his further for you.

James

eForum Team

[jonovdat]

I am suffering the same problems for some time as well.

tried all the mentioned solutions above.

I had it for a while on my Bold and now changed to the Torch 9810 (the new Torch) where I am haveing the same problems.

I am certain this is a RIM problem. seriously considering to dump the BB for the HTC and Android.