BlackBerry Internet Service. Version: 4.5.1. Administration Guide

BlackBerry Internet Service Version: 4.5.1 Administration Guide

Published: 2014-01-22 SWD-20140122155744258

Contents 1 Getting started...6 Administrative feature availability... 6 Availability of features on the administration website... 6 Mailbox storage limit... 6 Change the display language of the administration website... 7 System requirements: BlackBerry Internet Service administration website... 7 Find more information...7 Troubleshooting...8 The administration website is not responding...8 2 Administration website for the BlackBerry Internet Service... 9 View settings for the BlackBerry Internet Service... 9 Change the security settings for the administration website... 10 View supported messaging service plans and email message settings... 10 3 Managing subscribers...11 Finding and managing subscriber accounts...11 Search for a subscriber account... 11 Add a subscriber account...11 Change the account settings for a subscriber...12 Copy a subscriber's account information to the clipboard...12 Subscriber migration between messaging service plans... 12 Delete a subscriber account... 13 Managing subscriber access... 13 Subscriber access methods...13 Create a user name and password for a subscriber that uses automatic login... 14 Managing subscriber email addresses...14 Add an existing email address... 14 Set up a BlackBerry email address...15 Reclaim a subscriber's BlackBerry email address... 15 View a subscriber's email addresses... 16 View account settings for a subscriber's email addresses... 16 Change settings for an email address...16 Validate an email address...17 Delete an email address from a subscriber account...17 Managing the delivery of subscriber email messages... 18 View current polling information for an email address...18

Poll an email account to send email messages to the subscriber's device... 18 View or change information about email message filters...19 Override a subscriber's email message filters temporarily... 19 Send service books to a BlackBerry device... 19 Finding and protecting a subscriber's lost smartphone... 20 About BlackBerry Protect...20 Make a subscriber's lost device ring... 20 Display a message on a subscriber's lost device...21 Lock a subscriber's lost device... 21 Back up data from a subscriber's lost smartphone...22 4 Troubleshooting BlackBerry Internet Service subscribers... 23 The subscriber's account is locked...23 View error information for a subscriber account... 23 Email messages... 24 The subscriber is receiving unwanted email messages... 24 Email messages for a BlackBerry Internet Service subscriber are not reconciling correctly...24 The email address for a BlackBerry Internet Service subscriber is no longer valid... 25 A subscriber can't send or receive email messages... 26 Email account settings... 28 The subscriber can't create or change email filters...28 The subscriber cannot synchronize contacts...29 The subscriber can't synchronize a calendar... 29 The subscriber can't set up a BlackBerry email address with the preferred user name...30 The subscriber can't add a signature from the browser on the BlackBerry smartphone... 30 The subscriber receives a "Your email service provider does not allow this source type" error message... 31 Other issues...31 The subscriber can't access the BlackBerry Internet Service account using a browser on a computer... 31 A subscriber's lost smartphone does not appear on the administration website... 32 5 Managing support staff... 33 Groups and permissions...33 Create a group... 33 Change the permissions or settings for a group... 34 Delete a group...34 Permissions available for group types... 34 Support staff... 37 Search for a support staff member...37 Create a support staff report... 37 Add a support staff member account... 38 Change the permissions or settings for a support staff member account... 38 Move multiple support staff member accounts...39

Delete a support staff member account... 39 Delete multiple support staff member accounts... 40 Change your password... 40 Troubleshooting...41 The permissions that I want to assign to a group are not...41 A support staff member cannot access some features...41 6 Glossary... 42 7 Provide feedback...44 8 Legal notice...45

Getting started Getting started 1 Administrative feature availability This document describes all of the administrative features that are available on the BlackBerry Internet Service administration website. Not all features are available for all messaging service plans. Availability of features on the administration website The availability of certain BlackBerry Internet Service features depends on the following items: Permissions that are assigned to administrators or support staff members based on the groups that they belong to Version of the BlackBerry Internet Service that the administration website uses Administration website settings and service features that are specified in the service agreement with BlackBerry Mailbox storage limit The BlackBerry Internet Service is designed to access email messages directly from the email accounts that are associated with email addresses that subscribers add to the BlackBerry Internet Service. The BlackBerry Internet Service does not permanently store email messages; therefore, limitations on the number of email messages that subscribers can store in the mailbox of the email account that is associated with the email address they add to the BlackBerry Internet Service depends entirely on the limitations that the email service provider sets. The BlackBerry Internet Service is designed to store subscribers' email messages that are 32K or less in size on the BlackBerry Internet Service server for 30 days. After 30 days, email messages are deleted permanently from the BlackBerry Internet Service server. The email messages remain on subscribers' BlackBerry smartphones, but subscribers cannot reply to or forward these email messages. Email messages that subscribers cannot access on their smartphones 6

Getting started because the email messages have exceeded the maximum age, are not automatically deleted and remain in the subscribers' email account. Change the display language of the administration website By default, the BlackBerry Internet Service administration website uses your browser's language setting to determine which language to display. You can change the display language from the login webpage of the administration website. On the login webpage of the administration website, in the Language drop-down list, click a language. System requirements: BlackBerry Internet Service administration website Item Operating system Browser Requirement Windows XP Windows Vista Windows 7 Windows8 Windows Internet Explorer 7.0, 8.0, 9.0, or 10.0 Mozilla Firefox 13.0 or 16.0 Google Chrome 22 Find more information To find additional information about the BlackBerry Internet Service and the BlackBerry smartphone, visit www.blackberry.com. 7

Getting started Troubleshooting The administration website is not responding Possible cause Your browser caches some of the files that the BlackBerry Internet Service administration website uses. If the cached files are out of date, the website might stop responding. Possible solution 1. Use your browser to delete all offline content that the browser cached. Depending on your browser, you might need to delete temporary Internet files or clear the cache from your recent history. 2. Press CTRL+F5. 8

Administration website for the BlackBerry Internet Service Administration website for the BlackBerry Internet Service 2 BlackBerry and the wireless service provider determine the messaging service plans that are available to subscribers. The wireless service provider can offer subscribers all of the BlackBerry Internet Service features, a subset of BlackBerry Internet Service features, or both. BlackBerry and the wireless service provider determine the settings of the BlackBerry Internet Service website in a service agreement. You can use the administration website to view your BlackBerry Internet Service settings; you cannot change any of the settings from the administration website. View settings for the BlackBerry Internet Service The Site Details webpage displays which features are turned on for all subscribers regardless of their messaging service plan. From this page you can also access the administration website's security settings, view the service agreement, view the welcome message that new subscribers receive, and view the default signature for email messages in all supported languages. At the top of the webpage, click Site Settings. To view supported languages, click Languages. To view the welcome message and default signature for a specific language, click the language. 9

Administration website for the BlackBerry Internet Service Change the security settings for the administration website 1. At the top of the webpage, click Site Settings. 2. Under Administration Site Settings, click Security. To specify the number of unsuccessful login attempts that subscribers are allowed to make, type a number in the Maximum number of login attempts field. To specify the number of minutes that must pass after a subscriber exceeds the maximum login attempts before the subscriber can try to log in again, type a number in the Lockout duration field. To restrict subscriber logins to specific IP addresses, type an IP address in the Authorized domains field. 3. Click Save. View supported messaging service plans and email message settings The Email Management webpage displays which BlackBerry Internet Service messaging service plans are available to subscribers. Under each plan, the webpage displays the features that are available and indicates which features are turned on. 1. At the top of the webpage, click Site Settings. 2. Click the Mail Plan Settings tab. 3. Click a messaging service plan to view the features for that plan. 10

Managing subscribers Managing subscribers 3 Finding and managing subscriber accounts BlackBerry 10 devices and BlackBerry PlayBook tablets are managed outside of the BlackBerry Internet Service. Search for a subscriber account Subscribers that access their BlackBerry Internet Service account using a browser on a computer have a user name. Generally, subscribers that access their BlackBerry Internet Service account automatically from their BlackBerry smartphone do not have a user name. Subscribers that have BlackBerry 7 installed on their smartphone do not have a user name. 1. At the top of the webpage, click Subscribers. 2. In the Search area at the left of the webpage, perform one of the following actions: To find a specific subscriber account, type a user name, PIN, email address, device ID, or billing ID. To find a subscriber account that you do not have complete information for, in the User name field, type two letters of a user name followed by an asterisk (*). 3. Click Search. Add a subscriber account 1. At the top of the webpage, click Subscribers. 2. In the Add area at the left of the webpage, click Add. 3. Type the PIN and device ID (IMEI, ESN, or MEID) for the subscriber's smartphone. 4. Click Next. 11

Managing subscribers 5. Complete the login fields. The subscriber must provide this information when accessing the BlackBerry Internet Service to add email accounts or change account settings. 6. In the Language drop-down list, click a language. 7. Click Next. Change the account settings for a subscriber 1. Search for the subscriber's account. 2. In the Subscriber Search Results area, click the subscriber whose account you want to change. 3. In the Subscriber Details area, change the information for the subscriber's account. 4. Click Save. Copy a subscriber's account information to the clipboard You can view a subscriber's account information as plain text that you can copy and paste or print. 1. Search for the subscriber's account. 2. In the Subscriber Search Results area, click the subscriber whose information you want to copy. 3. At the top right of the Subscriber Details area, click the Printer Friendly View icon. Subscriber migration between messaging service plans To move subscribers between messaging service plans, you must change the messaging service plan associated with the subscriber in the BlackBerry Provisioning System. When you change a subscriber's messaging service plan, the BlackBerry Internet Service sends new service books to the subscriber's BlackBerry device. The subscriber's email addresses and settings are retained as long as they are supported by the new messaging service plan. 12

Managing subscribers Delete a subscriber account 1. Search for the subscriber's account. 2. In the Subscriber Search Results area, click the subscriber whose account you want to delete. 3. At the bottom of the Subscriber Details area, click Delete Subscriber. Managing subscriber access Subscriber access methods Subscribers can access their BlackBerry Internet Service account in the following ways: Automatic login using BlackBerry ID: By default, this feature is turned on for all new subscribers who create a BlackBerry Internet Service account on a BlackBerry smartphone that is running BlackBerry 7. The BlackBerry Internet Service automatically logs the subscriber in to their BlackBerry Internet Service account using the BlackBerry ID that the subscriber used to set up their smartphone. By default, this feature is turned on for existing BlackBerry Internet Service subscribers that upgrade to BlackBerry 7 smartphones. The BlackBerry Internet Service prompts subscribers that upgrade to BlackBerry 7 to activate email service on the new smartphone by entering the passwords for the email addresses they have added to the smartphone. Automatic login: By default, this feature is turned on for all new subscribers with BlackBerry 6 or earlier installed on their smartphone. Automatic login provides subscribers with direct access to their BlackBerry Internet Service account from the email setup application and from the browser on the smartphone. User name and password: Subscribers access their BlackBerry Internet Service account using a browser on a computer by logging in with a user name and password. Subscribers with a user name and password are automatically logged in to their BlackBerry Internet Service account from the email setup application or using the browser on the smartphone. Using the BlackBerry Internet Service administration website, you can create a user name and password for subscribers that currently use automatic login. Subscribers are prompted to validate any email addresses they have added the next time they access the BlackBerry Internet Service. Note: Subscribers who create a BlackBerry Internet Service account on a smartphone with BlackBerry 7 installed on it cannot access their BlackBerry Internet Service account using a browser on a computer. Existing user name and password 13

Managing subscribers subscribers who upgrade to BlackBerry 7 can continue to access their BlackBerry Internet Service account by logging in to it using a browser on a computer. Create a user name and password for a subscriber that uses automatic login If BlackBerry 7 or earlier is installed on a subscriber's BlackBerry device, you cannot complete this task. To allow a subscriber who uses automatic login to access the BlackBerry Internet Service website using a browser on a computer, you must create a user name and password for the subscriber's BlackBerry Internet Service account. After you create a user name and password, the BlackBerry Internet Service sends a PIN message with the user name and password to the subscriber's BlackBerry device. The subscriber is prompted to validate any email accounts that have been added the next time the subscriber accesses the BlackBerry Internet Service. 1. Search for the subscriber's account. 2. In the Subscriber Search Results area, click the subscriber that you want to create a user name and password for. 3. In the Subscriber Details area, click Create Login. 4. Complete the login fields. 5. Click Next. Managing subscriber email addresses Add an existing email address 1. Search for the subscriber's account. 2. In the Subscriber Search Results area, click the subscriber. 3. In the Subscriber Details area, click Add Email. To add an existing email address, type the email address and password. Click Next. 14

Managing subscribers To add a POP or IMAP email address and provide server and user name settings, click POP/IMAP (Most common). Specify the settings for the email address. Click Next. To add a Microsoft Outlook Web Access account, click Outlook Web Access (Exchange). Specify the settings for the email address. Click Next. 4. If available, to synchronize contacts or calendar entries between the subscriber's email address and the BlackBerry device, select the types of data to synchronize. Click Synchronize. Set up a BlackBerry email address This feature is not available on BlackBerry 10 devices and BlackBerry PlayBook tablets. They are managed outside of the BlackBerry Internet Service. When you set up a BlackBerry email address for a subscriber, you also create a password. The BlackBerry Internet Service sends a PIN message with the BlackBerry email address and password to the subscriber's BlackBerry device. The next time the subscriber accesses BlackBerry Internet Service, the subscriber receives a prompt to create a security question for the BlackBerry email address. 1. Search for the subscriber's account. 2. In the Subscriber Search Results area, click the subscriber. 3. In the Subscriber Details area, click Add Email. 4. Click Create a New Email Address. 5. Specify the settings for the BlackBerry email address. 6. Click Next. Reclaim a subscriber's BlackBerry email address If a subscriber has deleted a BlackBerry email address and wants to use it again, you can reclaim it. 1. Search for the subscriber's account. 2. In the Subscriber Search Results area, click the subscriber. 3. In the Subscriber Details area, click Add Email. 4. Click Reclaim Existing Email Address. 5. Type the user name. 6. Click Next. 15

Managing subscribers 7. If necessary, type the password. Click Next. View a subscriber's email addresses 1. Search for the subscriber's account. 2. In the Subscriber Search Results area, click the subscriber. 3. In the Subscriber Details area, click the Email Accounts tab. View account settings for a subscriber's email addresses Depending on the messaging service plan, some fields might not contain information. 1. Search for the subscriber's account. 2. In the Subscriber Search Results area, click the subscriber. 3. In the Subscriber Details area, click the Email Accounts tab. 4. Below the email address, click Edit. Change settings for an email address 1. Search for the subscriber's account. 2. In the Subscriber Search Results area, click the subscriber. 3. In the Subscriber Details area, click the Email Accounts tab. 4. Below the email address, click Edit. 5. Change the settings for the email address. 6. Click Save. 16

Managing subscribers Validate an email address When an email address is not valid, the subscriber cannot send or receive email messages on the BlackBerry smartphone from that email address. A subscriber's email address might not be valid for a number of reasons. For example, if a subscriber changes the password for an email address that was added to the BlackBerry Internet Service and does not update this information in the BlackBerry Internet Service account, the email address is no longer valid. Also, if a subscriber switches to a new smartphone, for security reasons all of the subscriber's email addresses are no longer valid and must be validated. 1. Search for the subscriber's account. 2. In the Subscriber Search Results area, click the subscriber. 3. In the Subscriber Details area, click Validate beside an email address that is not valid. 4. Type the current password for the email address. 5. Click Validate. Delete an email address from a subscriber account 1. Search for the subscriber's account. 2. In the Subscriber Search Results area, click the subscriber. 3. In the Subscriber Details area, click the Email Accounts tab. 4. Below the email address, click the Delete icon. 17

Managing subscribers Managing the delivery of subscriber email messages View current polling information for an email address The BlackBerry Internet Service automatically polls email accounts that are associated with existing email addresses that subscribers have added to the BlackBerry Internet Service. You must manually update the Next poll and Last poll information that appears for this email account before you can view the most up-to-date information. 1. Search for the subscriber's account. 2. In the Subscriber Search Results area, click the subscriber. 3. In the Subscriber Details area, click the Email Accounts tab. 4. Below the email addres, click Refresh. Poll an email account to send email messages to the subscriber's device You can override the next scheduled poll of an email account that is associated with an email address that a subscriber has added to the BlackBerry Internet Service. 1. Search for the subscriber's account. 2. In the Subscriber Search Results area, click the subscriber. 3. In the Subscriber Details area, click the Email Accounts tab. 4. Below the email address, click Poll Mail. 18

Managing subscribers View or change information about email message filters 1. Search for the subscriber's account. 2. In the Subscriber Search Results area, click the subscriber. 3. In the Subscriber Details area, click the Email Accounts tab. 4. Below the email address, click Filters. 5. Change the filter settings. 6. Click Save. Override a subscriber's email message filters temporarily 1. Search for the subscriber's account. 2. In the Subscriber Search Results area, click the subscriber. 3. In the Subscriber Details area, select the Ignore filters for all email accounts check box. 4. Click Save. After you finish: To turn on email message filters again, clear the Ignore filters for all email accounts check box. Send service books to a BlackBerry device Service books determine which services are available on BlackBerry devices. If a subscriber's email address is not functioning correctly, you can try to reactivate the subscriber's account by sending service books. Sending service books does not activate BlackBerry Internet Service accounts that are not valid. Subscribers can also send service books to their devices from the subscriber website or the email setup application. 1. Search for the subscriber's account. 19

Managing subscribers 2. In the Subscriber Search Results area, click the subscriber. 3. In the Subscriber Details area, click the Email Accounts tab. 4. If necessary, click Refresh Status to determine the current status of the service books. 5. Click Send Service Books. Finding and protecting a subscriber's lost smartphone About BlackBerry Protect BlackBerry Protect is designed to provide subscribers with a convenient way to back up and restore BlackBerry device data over the wireless network. BlackBerry Protect also includes features that are designed to help subscribers find their device and protect their device data if their device is ever lost or stolen. You can use BlackBerry Protect to help a subscriber recover a lost device by displaying a message on the device screen or making the device ring. You can help protect a subscriber's data by locking a lost device and backing up the subscriber's device data. BlackBerry Protect can back up contacts, calendars, memos, tasks, text messages, and other data. Some types of data, including pictures, email messages, third-party applications, and media files, cannot be backed up using BlackBerry Protect. To use BlackBerry Protect with a subscriber's device, the BlackBerry Protect application must be installed on the device and the subscriber must have turned on administrative support. The device must also be associated with a BlackBerry Internet Service account. Devices configured to work with a BlackBerry Enterprise Server are not supported. Make a subscriber's lost device ring Using BlackBerry Protect to make a subscriber's BlackBerry device ring also activates the Loud profile so that the device rings when it receives incoming calls. 1. Search for the subscriber's account. 2. In the Subscriber Search Results area, click the subscriber. 3. In the Subscriber Details area, click the BlackBerry Protect tab. 20

Managing subscribers 4. Click Loud Ring. 5. Click Loud Ring. If the device is turned off or not connected to the wireless network, BlackBerry makes the device ring the next time the device is accessible. Display a message on a subscriber's lost device You can display a custom message on a subscriber's BlackBerry device for anyone who finds the device to see, even if the device is locked. The message replaces the wallpaper and any existing owner information that appears on the device screen. 1. Search for the subscriber's account. 2. In the Subscriber Search Results area, click the subscriber. 3. In the Subscriber Details area, click the BlackBerry Protect tab. 4. Click Display Message. 5. Type the message that you want to display. 6. Click Display Message. If the device is turned off or not connected to the wireless network, BlackBerry Protect displays the message the next time the device is accessible. Lock a subscriber's lost device If a subscriber has not set a password for their BlackBerry device, you cannot complete this task. 1. Search for the subscriber's account. 2. In the Subscriber Search Results area, click the subscriber. 3. In the Subscriber Details area, click the BlackBerry Protect tab. 4. Click Lock Device. 5. Click Lock. If the device is turned off or not connected to the wireless network, BlackBerry Protect locks the device the next time the device is accessible. 21

Managing subscribers Back up data from a subscriber's lost smartphone You can use BlackBerry Protect to back up contacts, calendars, memos, tasks, text messages, and other data from a subscriber's BlackBerry smartphone. The subscriber can restore this data to any BlackBerry smartphone using the BlackBerry Protect application. Some types of data, including pictures, email messages, third-party applications, and media files, cannot be backed up using BlackBerry Protect. 1. Search for the subscriber's account. 2. In the Subscriber Search Results area, click the subscriber. 3. In the Subscriber Details area, click the BlackBerry Protect tab. 4. Click Back Up Device. 5. Click Back Up. If the smartphone is turned off or not connected to the wireless network, BlackBerry Protect backs up the subscriber's data the next time the smartphone is accessible. Depending on the subscriber's BlackBerry Protect settings, you might not be able to back up the subscriber's data if the smartphone is roaming or if the smartphone is not connected to a Wi-Fi network. Additional charges may apply if data is backed up while the smartphone is roaming. 22

Troubleshooting BlackBerry Internet Service subscribers Troubleshooting BlackBerry Internet Service subscribers 4 The subscriber's account is locked Possible cause The subscriber typed the password incorrectly too many times. Possible solution 1. Search for the subscriber. 2. In the Subscriber Search Results area, click the subscriber. 3. In the Subscriber Details area, click Unlock. View error information for a subscriber account The BlackBerry Internet Service logs error messages for subscriber accounts as they occur. All errors that are associated with an email address appear in the error log along with possible solutions. 1. Search for the subscriber's account. 2. In the Subscriber Search Results area, click the subscriber. 3. At the top of the Subscriber Details area, click View Error Log. 23

Troubleshooting BlackBerry Internet Service subscribers Email messages The subscriber is receiving unwanted email messages Possible cause The subscriber might not have created email message filters for the email account. Possible solution 1. Ask the subscriber to create email message filters to receive notification of important incoming email messages or to stop unwanted email messages from being sent to the BlackBerry smartphone. For more information about email message filters, view the subscriber online help. Email messages for a BlackBerry Internet Service subscriber are not reconciling correctly Possible cause Email messages that the subscriber sends from the BlackBerry smartphone are not appearing in the sent items folder of the subscriber's email account. Email messages that the subscriber deletes from the email account are not deleted on the BlackBerry smartphone. Changes that the subscriber makes to email messages (for example, marking an email message as opened) on the Possible solution Microsoft Outlook Web Access Version 5.5 email accounts do not save sent email messages in the sent items folder. 1. Ask the subscriber to change all POP or IMAP email account settings to specify the Synchronize deleted items from between this mailbox and my device setting so that email messages that the subscriber deletes from the email account are automatically deleted from the BlackBerry smartphone. 2. Ask the subscriber to verify that wireless message reconciliation on the BlackBerry smartphone is turned on. 1. Ask the subscriber to turn on wireless email reconciliation on the BlackBerry smartphone. 24

Troubleshooting BlackBerry Internet Service subscribers Possible cause BlackBerry smartphone are not reflected in the subscriber's email account. Some email account types or specific email implementations do not support wireless email reconciliation. After the subscriber marks an email message as opened on the BlackBerry smartphone, several minutes pass before the change is reflected in the subscriber's email account. Possible solution For more information, ask the subscriber to click the Help icon on the Home screen of the smartphone. 1. Ask the subscriber to click Reconcile Now in the message list on the BlackBerry smartphone. Status changes for email messages are stored on the BlackBerry smartphone and are delivered periodically to the email account. The subscriber receives jumbled or blank email messages. Many languages with large or complex character sets require UTF-8 encoding to properly display characters in applications such as email applications and browsers. For example, if an email message contains a French character with an accent and UTF-8 encoding is not used during the transmission of that content, the text might be misinterpreted when the email applications receives it. If it is misinterpreted, the email messages might be empty or might contain incorrect characters. The subscriber cannot delete email messages from the BlackBerry smartphone without reconciling with the email account. If the subscriber is consistently receiving email messages that are jumbled or empty, turn on UTF-8 encoding. Note: Chinese, Japanese, and Korean are languages that include characters that require you to turn on UTF-8 encoding. If the subscriber specifies the Delete Prior setting on the BlackBerry smartphone to delete all email messages prior to a specific date, the deleted email messages are not deleted in the email account. For more information, ask the subscriber to click the Help icon on the Home screen of the smartphone. The email address for a BlackBerry Internet Service subscriber is no longer valid Possible cause If the subscriber changes information (such as a password), for an email address that was added to the BlackBerry Internet Service and does not update this information on the BlackBerry Internet Service, the email address will not be valid. The subscriber does not receive email messages from this email account until the BlackBerry Internet Service validates it. 25

Troubleshooting BlackBerry Internet Service subscribers Possible solution Ask the subscriber to validate the email address from a browser on a computer. 1. On the BlackBerry Internet Service website, in the left pane, click Email Accounts. 2. Click the Invalid Mailbox icon beside an email address. 3. If the email address cannot be validated, click OK. 4. Change the email address information. 5. Click Save. Possible solution Ask the subscriber to validate the email address from a browser on the BlackBerry smartphone. 1. On the BlackBerry Internet Service website, click Email Accounts. 2. Click an email address that is not valid. 3. Click Validate. 4. If the email address cannot be validated, click Yes. 5. Change the email address information. 6. Click Save. Possible solution Ask the subscriber to validate the email address from the email setup application on the smartphone. 1. In the email setup application, from the Email Accounts screen, highlight the email address that is not valid. 2. Press the Menu key. 3. Click Validate. 4. Type the email password. 5. Click Next. A subscriber can't send or receive email messages Possible cause The BlackBerry smartphone is not in a wireless coverage area or is not connected to the wireless network. Possible solution 1. Verify that the subscriber is in a wireless coverage area and that the smartphone is connected to the wireless network. 26

Troubleshooting BlackBerry Internet Service subscribers Possible cause Possible solution When the BlackBerry Internet Service cannot send an email message because the smartphone is not in a wireless coverage area, the BlackBerry Internet Service stops trying to send email messages until the smartphone returns to a wireless coverage area. The subscriber's BlackBerry Internet Service account is inactive. 1. To reactivate the BlackBerry Internet Service account, send service books to the subscriber's smartphone or ask the subscriber to send service books to the smartphone from the BlackBerry Internet Service website or the email setup application. The email account is not valid. When BlackBerry Internet Service subscribers add a supported email address, if some or all of the information that they provided changes (for example, the subscriber changed the password), the BlackBerry Internet Service cannot access email messages for that email address. If the subscriber created a user name and password for the BlackBerry Internet Service account, the subscriber's email address might not be valid. Subscribers must first validate all email addresses before they can receive email messages. For more information about service books, see the subscriber online help. 1. Ask the subscriber to log in to the BlackBerry Internet Service website or email setup application and update the information for the email address. Note: Subscribers do not receive email messages from this email address until the BlackBerry Internet Service validates it. If the subscriber uses a desktop email application to access this email account, the application might not be set to leave email messages on the messaging server. The size of the email message is too large. Email messages cannot exceed 12 MB. 1. Verify that the email application is set to leave email messages on the messaging server. For more information, see the help for the email application. Ask the subscriber to change the settings for the BlackBerry email address to automatically forward email messages with attachments to another email address. The subscriber can then open the email message attachment from the other email account. Ask the subscriber to open the email message using the email application on a computer. 27

Troubleshooting BlackBerry Internet Service subscribers Possible cause Email messages are filed in the subscriber's email folders in an email account that was added to the BlackBerry Internet Service. If subscribers have set up rules or email filters through their email service provider to file their incoming email messages in email folders, subscribers cannot access these email messages from the smartphone. The subscriber deleted the email messages from the smartphone. Email messages that a subscriber deletes from the smartphone are also deleted from the email account if the email account supports wireless email reconciliation. For work mailbox types (such as Microsoft Exchange) and IMAP mailbox types, an email message that a subscriber deletes from the smartphone is copied to the deleted items folder in the subscriber's email account. The subscriber changed the password. If subscribers change the password for an email account that was added to the BlackBerry Internet Service, they must update the password information for that email address on the BlackBerry Internet Service. Possible solution Ask the subscriber to delete the rules or email filters. Ask the subscriber to use a computer to open email messages that are filed in email folders in the email account. 1. Ask the subscriber to try searching for the email message in the deleted items folder in the email account. 1. Ask the subscriber to log in to the BlackBerry Internet Service website or email setup application and update the password. Email account settings The subscriber can't create or change email filters Possible cause The subscriber is using a browser on the BlackBerry smartphone. Possible solution Depending on the way that the subscriber accesses the BlackBerry Internet Service account, to create or change email filters, the subscriber must use either the email setup application on the BlackBerry smartphone or a browser on the computer. 28

Troubleshooting BlackBerry Internet Service subscribers 1. Ask the subscriber to use the email setup application on a BlackBerry smartphone or a browser on a computer to access the BlackBerry Internet Service account and create or change email filters. The subscriber cannot synchronize contacts Note: This feature is supported only on BlackBerry devices that are running BlackBerry Device Software 5.0 to BlackBerry 7.1. BlackBerry 10 devices use different technology. Try the following actions: Verify that the subscriber added an email address that supports contact synchronization (such as a Google Mail email address or Yahoo! Mail email address). Verify that the subscriber has set the option to synchronize contacts between the email address and the BlackBerry device. The subscriber can set this option by changing the settings for the email address in the email setup application on the device. Ask the subscriber for the number of contacts in the contacts application on the device and verify that the number does not exceed the maximum number of contacts that the email service provider allows. Ask the subscriber if groups, categories, or distribution lists are not synchronizing with the device. The BlackBerry Internet Service does not support synchronizing contact groups, contact categories, or distribution lists. Ask the subscriber to verify that wireless synchronization is turned on for the contact list in the options of the contacts application on the device. Ask the subscriber if a security activation was completed on the device. To complete the security activation, the subscriber must open the email setup application after contact synchronization is turned on for an email address. Ask the subscriber if the device is running BlackBerry Connect software. The BlackBerry Internet Service does not support synchronizing contacts on devices with BlackBerry Connect software. The subscriber can't synchronize a calendar Note: This feature is supported only on BlackBerry devices that are running BlackBerry Device Software 5.0 to BlackBerry 7.1. BlackBerry 10 devices use different technology. Try the following actions: Verify that the subscriber added a Google Mail email address. Verify that the subscriber set the option to synchronize calendar entries between the email address and the BlackBerry smartphone. The subscriber can set this option by changing the settings for the email address. If the subscriber is trying to synchronize calendar entries with a Google Mail email account, verify that the subscriber has created a calendar in the Google Mail account. The subscriber must create a calendar before synchronizing calendar entries with the smartphone. 29

Troubleshooting BlackBerry Internet Service subscribers Ask the subscriber if a security activation was completed on the smartphone. To complete the security activation, the subscriber must open the email setup application after calendar synchronization is turned on for an email address. Ask the subscriber if the smartphone is running BlackBerry Connect software. Calendar synchronization on smartphones with BlackBerry Connect software is not supported. The subscriber can't set up a BlackBerry email address with the preferred user name Possible cause The user name that the subscriber typed might already be taken by another subscriber. Possible solution Perform one of the following actions: Ask the subscriber to choose one of the alternative user names that the BlackBerry Internet Service suggests and to try again. Ask the subscriber to type another user name. The BlackBerry Internet Service might not support a character in the user name. Supported characters include letters, numbers, the underscore, the dash, and the period. Ask the subscriber to choose a user name that only includes these supported characters and to try creating the user name again. The subscriber can't add a signature from the browser on the BlackBerry smartphone Possible cause The BlackBerry Internet Service does not support adding or changing a signature using a browser on the BlackBerry smartphone. Possible solution Ask the subscriber to use the email setup application on the BlackBerry smartphone or a browser on a computer to access the BlackBerry Internet Service to add or change a signature. 30

Troubleshooting BlackBerry Internet Service subscribers The subscriber receives a "Your email service provider does not allow this source type" error message Possible cause The wireless service provider does not allow access to the email account that the subscriber is trying to add to the BlackBerry Internet Service. Possible solution Ask the subscriber to try adding a different email address. Other issues The subscriber can't access the BlackBerry Internet Service account using a browser on a computer Possible cause The subscriber accesses the BlackBerry Internet Service account using automatic login using BlackBerry ID or automatic login. Possible solution To log in to the BlackBerry Internet Service website using a browser on a computer, the subscriber must have a user name and password for the BlackBerry Internet Service account. Try the following actions: If the subscriber has BlackBerry 6 or earlier installed on the smartphone, create a user name and password for the subscriber. If the subscriber set up a BlackBerry Internet Service account on a smartphone with BlackBerry 7 installed on it, you cannot create a user name and password for the subscriber. Advise the subscriber that they must manage email on their smartphone using the email setup application. 31

Troubleshooting BlackBerry Internet Service subscribers Note: Existing subscribers with a user name and password who upgrade to BlackBerry 7 can continue to log in to the BlackBerry Internet Service website using a browser on a computer. A subscriber's lost smartphone does not appear on the administration website Possible cause The subscriber's BlackBerry smartphone might not be associated with a BlackBerry Internet Service account. Possible solution Ask the subscriber to log in to the BlackBerry Protect website to try to locate the lost smartphone. 32

Managing support staff Managing support staff 5 Groups and permissions The permissions that are assigned to support staff members determine the features that they can access. Permissions are assigned using groups. You change support staff members' permissions by adding them to a different group or changing the permissions for their current group. Changing a group's permissions affects all members of the group. To add a support staff member to a group, you must change the support staff member's settings and specify a new group. The BlackBerry Internet Service website includes system-defined groups with permissions that are designed to correspond with common support roles. You can add support staff members to these system-defined groups, but you cannot change the permissions. To specify your own permissions, you can create custom groups. When you create a custom group, you start by copying permissions from an existing group. You can then change the custom group's permissions to match the needs of support staff members. Custom groups have a group type that determines the set of permissions that are available to the group. When you create a custom group, the group type is automatically set based on the group that you copy permissions from. When you change a custom group's settings, you can change the group type to make additional permissions available or to remove permissions that are not required. Create a group 1. At the top of the webpage, click Groups. 2. In the Add area at the left of the webpage, click Add. 3. Type the name of the group. Click Next. 4. In the Copy permissions from group drop-down list, click a group to copy permissions from. 5. Click Allow or Deny beside specific permissions to adjust the group's permissions. 6. Click Next. 33

Managing support staff After you finish: To add support staff members to this group, change the settings for an existing support staff member and select this group, or select this group when you add a new support staff member. Change the permissions or settings for a group If you change a group's permissions, the new permissions are applied to all members of the group. You cannot change permissions or settings for system-defined groups. 1. At the top of the webpage, click Groups. 2. In the Groups area at the left of the webpage, in the Group drop-down list, click the group. 3. In the Group Details area, change the information for the group. 4. Click Save. Delete a group Before you delete a group, you must reassign current group members to another group. You cannot delete system-defined groups. 1. At the top of the webpage, click Groups. 2. In the Groups area at the left of the webpage, in the Group drop-down list, click the group. 3. At the bottom of the Group Details area, click Delete Group. Permissions available for group types Custom groups have a group type that determines the set of permissions that are available to the group. The following table lists the permissions that are available for each group type. Permission Administrator Manager Supervisor Support Read-Only Subscriber View X X X X X Reset PIN X X X 34

Managing support staff Permission Administrator Manager Supervisor Support Read-Only Edit X X X X Enable/Disable Email Filter X X X X Delete X X X Create X X X Reset Password X X X X Suspend Account X X X Unlock X X X X Send Service Books X X X X View Email Addresses X X X X Add Email Addresses X X X X Change Plan X X X View Error Log X X X X X Poll Email X X X X Change SSO to username account X X X X Delete Email X X X Edit Email Filter Forwarding Flag Edit Email Synchronization Settings X X X X X X X Edit Email Friendly Name X X X X Edit Email Character Set X X X X Edit Hosted Mailbox Password Change Password Manually X X X X X X X 35

Managing support staff Permission Administrator Manager Supervisor Support Read-Only Manually Edit Hosted Mailbox Password Validate Subscriber Email Account X X X X X X X Edit Email Server Info X X X X Support Staff View X X Edit X X Delete X X Create X X Edit Own Password X X X X X Group View X X Edit Delete Create X X X Site View View Security Edit Site Security X X X BlackBerry Protect View X X X X Device Connection Status X X X X Lock Device X X X X Loud Ring X X X X Display Message X X X X 36

Managing support staff Permission Administrator Manager Supervisor Support Read-Only Back Up Device X X X X Support staff Search for a support staff member 1. At the top of the webpage, click Support Staff. 2. In the Search area at the left of the webpage, do one of the following: To find a specific support staff member, in the Search By drop-down list, click User name. Type the support staff member's user name, or two or more letters of the support staff member's name followed by an asterisk (*). To find all support staff members in a group, in the Search By drop-down list, click Group name. In the drop-down list that appears, click the group that the support staff members belong to. 3. Click View. Create a support staff report You can create a report to compile information on a support staff member account or group of support staff member accounts. A support staff report includes user, group, activity, and account information. 1. At the top of the webpage, click Support Staff. 2. In the Search area at the left of the webpage, select the support staff member account or group that you want to find. 3. Click Export. 4. Select whether you want to open or save the report. 5. Click OK. 37

Managing support staff Add a support staff member account 1. At the top of the webpage, click Support Staff. 2. In the Add area at the left of the webpage, click Add. 3. Complete the login fields. 4. To specify a domain that the support staff member can log in from, click Add a Domain. Type an IP address for the domain. 5. In the Description field, type any additional notes. 6. Click Next. 7. In the Group drop-down list, click a group. The group that you select determines the support staff member's permissions. 8. Click Next. Change the permissions or settings for a support staff member account You set the permissions for support staff members by assigning them to a group. 1. At the top of the webpage, click Support Staff. 2. In the Search area at the left of the webpage, do one of the following: To find a specific support staff member, in the Search By drop-down list, click User name and type the support staff member's user name or two or more letters of the user name followed by an asterisk (*). To find all support staff members in a group, in the Search By drop-down list, click Group name. In the second drop-down list, click the group that the support staff members belong to. 3. Click View. 4. In the Support Staff Search Results area, click the support staff member account that you want to change. 5. Change the information for the support staff member account. 6. Click Save. 38