Troubleshoot Sending Email with BlackBerry Enterprise Server: AT&T How To Video Series

Learn how to troubleshoot when unable to send email with the BlackBerry Server.

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For use with the following devices:
RIM BalckBerry Curve 8900 4.6
RIM BlackBerry Curve 3G 9300 5.0
RIM BlackBerry Curve 8520 5.0
RIM BlackBerry Torch (Red) 6.0
RIM BlackBerry Curve 8900 5.0
RIM BlackBerry Pearl 3G 9100 5.0
RIM BlackBerry Bold 9000 5.0
RIM BlackBerry Bold 9700 5.0

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Video Script:
WELCOME TO THE AT&T “HOW TO” VIDEOS.
TODAY WE WILL SHOW YOU HOW TO TROUBLESHOOT WHEN UNABLE TO SEND EMAIL CONFIGURED WITH A BLACKBERRY® ENTERPRISE SERVER, ALSO KNOWN AS A BES.
IN THIS VIDEO WE WILL BE USING HANDHELD SOFTWARE VERSION 4.6.
TO VERIFY YOU’RE CONNECTED TO RIM’S NETWORK, DEPENDING ON YOUR DEVICE, CONFIRM THAT YOU SEE UPPERCASE GPRS, UPPERCASE EDGE, OR 3 WITH AN UPPERCASE G AND A BLACKBERRY® SYMBOL TO THE RIGHT OF IT.
If you see anything other than these values please contact our online Business Support team at www.att.com/biztech.
NEXT, WE’LL UPDATE THE KEY FOR SERVICE BY REGENERATING AN ENCRYPTION KEY FROM THE DEVICE. THIS IS THE SECURITY KEY THAT THE DEVICE USES TO COMMUNICATE WITH THE SERVER.
• FROM THE “HOME” SCREEN, PRESS THE “MENU” KEY.
• THEN SELECT “SETTINGS”.
• FROM THERE SELECT “OPTIONS”.
• NOW SELECT “SECURITY OPTIONS”.
• THEN SELECT “GENERAL SETTINGS”.
• SCROLL TO THE “SERVICES” FIELD AND HIGHLIGHT THE SERVER IDENTIFIER BEGINNING WITH THE LETTER “S”.
• NOW PRESS THE “MENU” KEY.
• SCROLL TO AND SELECT “REGENERATE ENCRYPTION KEY”.
• A MESSAGE WILL APPEAR CONFIRMING THE KEY HAS BEEN UPDATED.
• NOW CLICK “OK”.
• NOW LET’S BACK OUT TO THE HOME SCREEN.
NEXT, WE’LL SHOW YOU HOW TO VERIFY THE DEFAULT MESSAGE SERVICE IS SET TO USE BES EMAIL.
• FROM THE “HOME” SCREEN, PRESS THE “MENU” KEY.
• SCROLL TO AND SELECT “SETTINGS”.
• FROM THERE SELECT “OPTIONS”.
• NOW SELECT “ADVANCED OPTIONS”.
• THEN SELECT “DEFAULT SERVICES”.
• NOW SCROLL TO AND SELECT THE “MESSAGING (CMIME)” FIELD.
• ENSURE THAT DESKTOP OR THE NAME OF YOUR COMPANY BES IS SELECTED.
• NOW PRESS THE “MENU” KEY.
• SCROLL TO AND SELECT “SAVE”.
• NOW LET’S BACK OUT TO THE “HOME” SCREEN.
• Try resending an email.
• If you are still unable to send an email please contact your IT Department or System Administrator for assistance with troubleshooting your corporate network environment.
• Your IT Department may need the “Message Status” if a “Red X” is being shown next to the sent message.
• To get the “Message Status,” open the message
• Now scroll to the top where it will be displayed.
If further assistance is needed, feel free to contact our online Business support team at www.att.com/biztech. If accessing the site for the first time, you’ll need to enter your device model then select next. Then select “Chat Now” from the right side of the following screen.

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