ITS BlackBerry Services - Frequently Asked Questions

Effective June 1, 2014, RIT will discontinue support of the BlackBerry Enterprise Server (BES).  For more information, visit https://www.rit.edu/its/services/bes-retirement


This page contains solutions to the most common BlackBerry problems. For additional troubleshooting information, refer to Research In Motion's Top 10 BlackBerry Troubleshooting Tips and the Top 20 Tips and Tricks.


Why won't Enterprise Activation work?

Enterprise Activation may not work for several reasons. Follow these steps to address the problem:

  1. Check wireless antenna signal strength.
  2. See if you can still make phone calls.
  3. See if you can still browse the Web.
  4. Perform a soft reset.
  5. Perform a hard reset.
  6. Call the ITS Service Desk at (585) 475-4357.

How do I fix my frozen screen?

If you screen is frozen, first try performing a soft reset. If that does not work, perform a hard reset.

Why won't my BlackBerry send and/or receive new e-mail messages?

There are several reasons why your BlackBerry might not be able to send or receive new e-mail messages. Try the following steps to address the problem:

  1. Check wireless antenna signal strength.
  2. See if you can still make phone calls.
  3. See if you can still browse the Web.
  4. Send yourself a test e-mail.
  5. Perform a soft reset.
  6. Perform a hard reset.
  7. Call the ITS Service Desk at (585) 475-4357.

Why can't I browse the Web?

You must have a data plan from your service provider to browse the Web from your BlackBerry. If you have an active data plan and you still can't browse, try the following steps to address the problem:

  1. Check wireless antenna signal strength.
  2. See if you can still make phone calls.
  3. Send yourself a test e-mail.

If you cannot receive e-mail, it's possible that you may be able to browse the Web using your service provider's Web browser (such as the Mmode browser or the Cingular browser), but not the BlackBerry Web browser. If your service provider included a special Web browser on your BlackBerry, try browsing with it. If you are successful with the special browser but not the BlackBerry browser, your service provider does not have BlackBerry traffic enabled. If this is the case, contact your wireless service provider.

If you cannot browse with either your service provider's browser or the BlackBerry browser, try these additional steps:

  1. Perform a soft reset.
  2. Perform a hard reset.
  3. Call the ITS Service Desk at (585) 475-4357

I just downloaded a BlackBerry application from the Web but I can't seem to install it on my BlackBerry. Why not?

Certain BlackBerry applications that you can download from the Web must be downloaded through the BlackBerry browser. If the application is downloaded through another browser, such as the Mmode browser or the Cingular browser, it will not download and install properly.

For example, the Google Local Mobile application for BlackBerry, available at http://google.com/glm, must be downloaded through the BlackBerry browser or else it will not install correctly. Applications like this one must be routed through the MDS service (which acts as a sort of web proxy using proprietary BlackBerry protocols) on the ITS BES server to work properly.