General BlackBerry FAQs
FAQs for both BlackBerry Enterprise and Internet Solution customers
Select one of the following questions to see the response.
Getting Started
Why won't my device synchronise with my desktop?
Email :
Check Wireless Synchronisation is turned on
Select Messages select menu, Options, Email Reconciliation. This should be set to Delete On Mailbox & Handheld
NB : Remember that filing messages to PST folders (Off line folders stored on the your home drive) is not supported wirelessly
Calendar :
Check Wireless Synchronisation is turned on
Select Calendar, select menu, Options, select the option for Wireless Synchronisation and ensure it is set to On
Address Book :
Check Wireless Synchronisation is turned on
Select Address Book, select menu, Options, select the option for Wireless Synchronisation and ensure it is set to On
Memos & Tasks :
Check Wireless Synchronisation is turned on
Select the Memo or Task, select menu, Options. Select the option for Wireless Synchronisation and ensure it is set to On
POP3 is a commonly used for accessing your Internet email account without logging on to it from a PC. Internet email providers such as Yahoo and BT Broadband support POP3 and it is the mechanism used by BlackBerry Internet Solution from O2 to enable push email to BlackBerry handsets.
Using the device Features
Why don't the Num and Caps keys don't work properly on my full QWERTY keyboard BlackBerry device?
The keys are actually working as they are designed to.
NUM/Triangle Symbol Key - The triangle lets you type in one number. To use the Number Lock facility you need to press ALT together with the Num key. This then sets Number Lock to on until you press the ALT key again.
CAP/Triangle Symbol Key - The triangle allows you to type in one capital letter. If you press the ALT key with the CAPS/Triangle key, this allows you to keep typing capital letters until you press the ALT key again.
Can I add the contacts saved on my SIM card to my BlackBerry Address Book?
Yes you can add your SIM contacts to your BlackBerry Address Book.
1. In the BlackBerry Address Book click the trackwheel/trackball
2. Click on SIM Card Phone Book
3. Click on the trackwheel/trackball
4. Click Copy All to the Address Book
Problem Solving - Help
Why can't I send or receive any e-mails?
Check the network signal status in top right corner of the device to make sure you have network coverage. This should show upper case GPRS or 3G if your device has 3G capability. If your device has EDGE capability, and you are abroad it may show upper case EDGE, available with some of O2's roaming partners. If you don't have network coverage and you are in an area that should have a wireless signal (e.g. you are not in a basement), reset the device by taking the battery out of the back and re-inserting it. An hour glass will appear as the device resets, the device will then try to re-register back to the network.
How do I get access to more help?
BlackBerry 8707g, 8700g, 7290, 7130g, 8800, BlackBerry Curve 8300, 8310 and BlackBerry Pearl 8100, 8120, have a Help section in each of the separate applications / icons. To find the help menu select the application/icon you want help on and click the trackwheel/trackball and the full menu list will contain a Help option.
I sent a message and now it has an X icon where the tick usually appears. What should I do?
A problem has prevented the message from sending properly. Open the message with the X beside it, and scroll up to the header of the message. The Message Status field will outline the problem.
If the problem is lack of network coverage, check the network status symbol in the top right hand corner of the device. This should show upper case GPRS or 3G if your device has 3G capability. If your device has EDGE capability, and you are abroad it may show upper case EDGE, available with some of O2's roaming partners. If you don't have network coverage and you are in an area that should have a wireless signal (e.g. you are not in a basement), reset the device by taking the battery out of the back and re-inserting it. An hour glass will appear as the device resets, the device will then try to re-register back to the network.
Do I need to update my BlackBerry because of the North American Daylight Saving Changes?
You may need to update your BlackBerry software if you ever use your BlackBerry handheld in the United States or Canada. Or if you have handheld calendar appointments shared with colleagues who create those appointments with computers based in the United States or Canada. Please read our guide for full details.
Making a Call
BlackBerry devices let you dial multiple callers into one phone call if you are on O2's corporate Mobile Extension tariff. Once you have dialled your first contact, follow the steps below to dial in your other contact(s):
1. In the Phone application, select New Call.
2. Highlight a contact and then call them.
3. Once the call has connected, select Join from the BlackBerry menu
4. Your two contacts are now both dialled into your call
5. You can repeat the above steps to dial in additional contacts
Note: You end the call the same way as a phone call, by pressing the red phone button.
You can call the last 20 numbers dialed/received from the phone call log without entering a password. This is dependant on the device you are using. Also if you are using your BlackBerry with the BlackBerry Enterprise Solution, it depends on the BlackBerry Enterprise Server version your organisation is using.
The BlackBerry Pearl, 7130g, 8707g and 8700g all support voice calling without entering a password.
If you are using these devices with the BlackBerry Enterprise Solution, your organisation needs to be running the BlackBerry Enterprise Server 4.0 or above and your IT policies need to support the feature that allows outgoing calls while the device is locked.
To enable voice calling while the device is locked
Select Options from the main applications menu
Select Security Options
Select General Settings
Set Allow Outgoing Calls While Locked to Yes
What do I get charged for?
What do I pay for using O2 Active/WAP? How do I know which data service I am using?
On the BlackBerry Internet Solution from O2 Unlimited tariff UK usage of O2 Active/WAP is free. If you are accessing the Internet on non RIM manufactured handhelds such as the Xda Exec, these devices don't use the BlackBerry browser and web on O2 ActiveWAP access is treated as Mobile Web data, charged at £1.00/MB inc VAT.
Emails with attachments are identified and the size of the attachment is shown. The BlackBerry service compresses attachments and allows you to choose how much of the attachment you want to look at, so the amount of data you use is less than the weight of the attachment shown.
Two of our BlackBerry tariffs provide unlimited BlackBerry data (BlackBerry Enterprise Solution and BlackBerry Internet Solution Unlimited*) and therefore there is no cost implication if you download attachments. On BlackBerry Internet Solution PAYU, attachment opening is chargeable at £2.30/MB exc VAT / £2.70 inc VAT. * Fair usage applies - 75MB/month.
The BlackBerry service compresses attachments and allows you to choose how much of the attachment you want to look at, so the amount of data you use is less than the weight of the attachment shown.
The BlackBerry monthly roaming tariff is charged for a 3 month minimum and you can disconnect from it after completing the Minimum Period. If you take out the monthly roaming tariff at the start of a new contract, you may need to keep it for the length of the contract on your SIM. If you are using WAP and Mobile Web while roaming this is not included and standard charges apply.
When I go abroad with my BlackBerry, what services do I get charged for?
If you travel overseas and make or receive voice calls you will be charged at the prevailing roaming rate for your voice tariff. Roaming charges also apply for email, browsing and data services. To make sure you get your emails quickly, your BlackBerry device is always in contact with the data network when it is switched on and enabled. This uses about 10KB a day. When you are roaming you are charged for this even if you do not send or receive any emails or browse the Internet on your BlackBerry. The cost depends on your BlackBerry roaming tariff.
If you don't want to get any data roaming charges, on the latest BlackBerry devices go to: Main Menu > Manage Connections> Mobile Network Options> and set Data Services to Off When Roaming. This feature is available on the Curve, 8800 and the Pearl. On the Pearl you need to be running the latest handheld software - version 4.2.1. Alternatively you need to contact O2 Care and get data services turned off on your SIM and then re-instated when you return from your trip abroad.
Security
How do I wipe a device of personal information?
Select Options, then Security Options, select General Settings, click the trackball/trackwheel to view menu and then see option Wipe Handheld. This will wipe all data stored on the handheld and re-set the device to factory settings.
NB On some devices the path will be Options / Advanced Options and then Security
How do I enable a password on my handheld?
One security feature of the BlackBerry handheld is the password option. If your handheld has a password enabled, the data on your handheld cannot be accessed until the correct password is typed. To enable the password option, perform the following steps:
From the Home Screen, select Options, select Security, select General Settings. Click the trackwheel/trackball to see menu press the Space key to enable the password. A dialogue box appears, prompting you to enter a minimum 4 character password. Press Enter when you are finished. You will have to enter your password again to verify it.
If you are using the Blackberry Enterprise Solution™ from O2, you may not have access to this option if your IT administrator has disabled it.
