Frequently Asked Questions About BlackBerrys
Does my BlackBerry need a firmware upgrade?
Yes. Client Support is currently working on firmware version 4.x and Desktop version 4.x or higher.
Why does my BlackBerry show an hourglass and a blank screen?
This happens when the firmware on the BlackBerry becomes corrupt. Call Client Support (2-9800) and we will reinstall your firmware for you.
What should I do if I am unable to delete messages from my BlackBerry?
To resolve this issue, you need to set a lock password on the device. Once you have entered a lock password, type your password incorrectly 10 times. This will purge all the data from the device. Contact Client Support to enable your BlackBerry on the BES server to reactivate your handheld. This should resolve the issue.
What should I do if my BlackBerry is not receiving any e-mail messages?
This happens if your wireless reconcile is turned off. To turn it on, open the inbox. Select options from the menu (click the jog dial) and then select E-mail Reconciliation > change options > turn on wireless reconciliation. You should see data being transmitted. If you find that wireless reconciliation is turned on, please remove and replace the battery. If that does not work, please call Client Support at 2-9800.
Why can't I see my Lotus Notes contacts on my BlackBerry?
In order for your contacts to appear on your device, you must synchronize your Contacts file so that a copy is stored on the server. Click here to find out how to do this. Your contacts should appear on your handheld device within a day. We recommend that you sest a schedule for synchronization otherwise you will have to manually synchronize your Contacts every time you add/remove/edit them in Lotus Notes.
How do I order a BlackBerry?
You can order a BlackBerry via your department head and Procurement, or you can purchase your own device from a cellular provider.
Once I purchase the BlackBerry, how does Stony Brook and the Division of Information Technology know I have the device?
Once you have purchased the device, you must purchase a BES server license from TelNet (Telecommunications and Networking). You can e-mail TelNet from Lotus Notes or you can call them at 2-8568. The cost of the license is $78 for the first year, and $25 for a yearly upgrade charge. When contacting TelNet, please have your account number for which you would like the cost billed.
What should I do if I receive the error "Uncaught exception: java.lang.NullPointerException."?
This message normally means that your Java program installed on your BlackBerry has encountered a problem. To resolve this problem, remove the battery from the device and restart it. This is also known as a soft reset.
What should I do if I am not able to see journal entries on my BlackBerry?
In order to see journal entries on your BlackBerry you must synchronize your Lotus Notes journal. You do this by going to your inbox > left click on Action > synchronize journal. Remember, you won't immediately see the journal entries. Allow at least 1 - 5 hours to see the updates on the handheld.
What should I do if I am traveling and don't want to leave my BlackBerry turned on?
Notify the Notes Administrator any time you will not have use of your device for more than 48 hours. When mail is not sent to the device, it backs up to the BES server.
Why is it recommended that I leave my BlackBerry on daily?
Stony Brook has more than 360 BlackBerry users on campus. Any messages, calendar items, attachments that are not able to be sent to your BlackBerry because it is turned off are stored/backed up on the BES server. The longer you have your device turned off, the more space your data takes up on the server and this affects performance. Even turning your BlackBerry on for 10 minutes a day is helpful so that you are sure to receive your important messages. If you are going to be traveling and do not want to leave your BlackBerry on the whole time, notify the Notes Administrator (send an e-mail to Notes Admin in Lotus Notes). The Notes Administrator should be notified any time you will not have use of your device for more than 48 hours. The reason, again, is because any time mail is not sent to the device, it backs up the BES server.
What is the BES server?
The BES server is the BlackBerry Enterprise Server. This server is the connection between the Lotus Notes servers and the BlackBerry Devices. In order for data to be pushed down to your device, you need to have access to this server.
If I purchase my own BlackBerry, can I still receive my own personal mail from my service provider and the BES server?
Yes, you can forward your mail from your service provider to your BlackBerry handheld and accept mail from the BES server with your Lotus Notes mail. However, you still need to buy a license to access the BES server.
What should I do if I receive a policy error on my BlackBerry?
In order to fix this problem, you will need to upgrade your firmware from 3.x or lower to 4.x or higher.
What should I do if I receive an error message that says "unknown USB device." when I connect the USB cable from my computer to my BlackBerry?
Remove the battery from the device and replace it. Power the BlackBerry back on. This is called a soft reset and should resolve the problem.
Where do I get the updated software to perform a firmware upgrade myself?
Contact your service provider for instructions on performing any upgrades on your device not performed by Client Support.
What do I do if my device is dropped or stops working?
You can ask Client Support to look at it, however warranty-related issues will have to go through your service provider.
What service providers can I use?
Sprint, Nextel, Verizon, T-Mobile, or Cingular.
What hot keys are available to make navigating the device easier?
You can review the common hot keys for BlackBerry's at the Hot Keys page. However, please remember that some hot keys are different depending on the device and service provider. Your device should have come with a hot keys and tips and tricks booklet. If not, you can contact your service provider for more detailed information.