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Troubleshooting BlackBerry Devices with Hosted Exchange

The first time you sync your Hosted Exchange Email account to your BlackBerry® it syncs the last 5 days or up to 200 email messages — whichever comes first. If you find that emails, calendar, contacts, tasks, etc. is not syncing with your BlackBerry use the following information to troubleshoot your device.

Checking Your Reconciliation Settings

Wireless message reconciliation synchronizes message status changes between the BlackBerry device and Outlook®. The BlackBerry Professional Software adjusts message moves, deletions, and indicators for both read and unread email messages.

This information uses BlackBerry OS 7.0.x or later. Earlier versions' menus may differ.

To Check Your Reconciliation Settings

  1. From your BlackBerry homepage select Messages.
  2. Click menu key, and then select Options.
  3. Select Email Reconciliation.
  4. Under Folder Management, choose the following options:
    • To make sure deletions on your device show up in your mailbox:
      • For Delete On select Mailbox and Handheld.
      • Select Save.
    • To choose your mailbox to be the default choice if a conflict occurs between your device and your mailbox:
      • For Conflicts Select Mailbox Wins.
      • Select Save.

Resending Your Service Books

Service books determine which services are available on a BlackBerry device. When messages are not being received, resend the service books.

To Resend Your Service Books

  1. From your BlackBerry homepage select All, and then select Options.
  2. Select Device, and then Advanced System Settings.
  3. Select Service Book.
  4. Highlight Desktop [SYNC], and then click menu key.
  5. Select Delete.
  6. Log in to your GoWebsite account.
  7. Click Workspace Email.
  8. Above the Email Accounts list, click Microsoft Email Plans.
  9. Click on BlackBerry Devices.
  10. Select the device, and then click Resend Books.
  11. Select Resend Service Book to the selected device.

Refreshing Your Wireless Synchronization

Sometimes the wireless synchronization settings need to be refreshed in your BlackBerry to get your Hosted Exchange Email working.

To Refresh Your Wireless Synchronization

  1. On your BlackBerry homepage select All, and then select Options.
  2. Select Device, and then Advanced System Settings.
  3. Select Enterprise Activation.
  4. While holding down alt type in cnfg.
  5. Change Wireless Synchronization to No if it's currently on Yes, or vice versa.
  6. Click menu key, and then select Save.
  7. Repeat these steps if your wireless sync is currently set to No.

Wiping Your BlackBerry from Your Hosted Exchange Email account

If you are still unable to sync your email, calendars, contacts, tasks, etc. the device needs to be deleted from your Hosted Exchange Email account, wiped, and then reactivated.

To Delete Your BlackBerry from Your Hosted Exchange Email account

  1. Log in to your GoWebsite account.
  2. Click Workspace Email.
  3. Above the Email Accounts list, click Microsoft Email Plans.
  4. Click BlackBerry Devices, and select the BlackBerry device you are going to delete.
  5. Click Delete and select Delete selected Device.
  6. Click OK.

To Complete a Security Wipe of Your BlackBerry

WARNING: It is important to note that you are going to lose all of your personal data on your BlackBerry by preforming this step. For information on how to back up and restore your data, go here.

  1. On your BlackBerry homepage select All, and then select Options.
  2. Select Security.
  3. Select Security Wipe, and then select Emails, Contacts, etc.
  4. Type in blackberry.
  5. Select Wipe.

As a courtesy, we provide information about how to use certain third-party products, but we do not endorse or directly support third-party products and we are not responsible for the functions or reliability of such products. BlackBerry®, RIM®, Research In Motion®, SureType® and related trademarks, names and logos are the property of Research In Motion Limited and are registered and/or used in the U.S. and countries around the world. Used under license from Research In Motion Limited.

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