If your BlackBerry cannot send or receive email

If your BlackBerry cannot send or receive email, follow the steps below in the order given to determine the problem.

Check the signal strength

To make sure that you are in a place with a strong enough signal for BlackBerry communication, click the Options icon, and then click Status.

In the "Signal" field, verify that the value is above -100Bm. If the signal is less than -100Bm (e.g., -105Bm), then the signal strength in your area is too weak for normal functions. If your signal is stronger than -100Bm (e.g., -90Bm), continue troubleshooting.

Verify that you are in a coverage area where email transmission is supported

Note: This step does not apply to older models (85x/95x/5810), as they could not connect to different networks. If these older devices have signal strength, then they should be able to send and receive email. If you use one of these older BlackBerries and have signal, but still cannot send and receive email, skip to the next troubleshooting step.

The network status indicator for AT&T should be "GPRS" (models 6280 and 7280). "GPRS" should be capitalized. Following is a table of network status indicators for AT&T:

The network status indicator for Verizon should be "1X" (models 6750 and 7750). In "1X", the "X" should be as large as the "1". Following is a table of network status indicators for Verizon:

If your network status indicates email is not supported in your area, you must move to a location where email is supported. If your network status indicates email support, but you still cannot send or receive email, continue troubleshooting.

Check the date and time

On most models, click the Options icon, and then click Date/Time. On a BlackBerry 7100 model, click the Settings icon, then click Options, and then select Date/Time.

If the date and time are incorrect, fix them, and then test to see if you can send or receive email. If the date and time are correct, or if you have problems after fixing them, continue troubleshooting.

Reset your BlackBerry

Simultaneously press the Alt-RightShift-Backspace keys; this should force a soft reset. These keys vary in appearance according to your model. If you are prompted to press R to reset, do so. Alternately, on some models, you can perform a hard reset by inserting a paper clip into the reset hole on the back of the BlackBerry. On some BlackBerries, the reset hole is located beneath the battery cover.
On a BlackBerry 7100 model, you can perform a reset by pressing Alt-RightShift-Backspace, or by removing and replacing the battery.
Once the BlackBerry has restarted, test to see whether you can now send and receive email. If you cannot, continue troubleshooting.

Check network settings

To check the network settings on a BlackBerry 7100, follow these steps:

Click Settings, then click Options, and then select Network. This will indicate if your BlackBerry is currently connected to the network.
To attempt to connect to the cellular network, click the Back button and then, under "Options", select Turn Wireless On.

To check the network settings on all other BlackBerry models, follow these steps:

Click the Options icon, and then click Network or Network Settings.
In the "Radio" field, verify that the value is set to On.
In the "Roaming" field, verify that the correct country is displayed.
Verify that the "Status" is active, and then click the trackwheel. A menu will appear.
Click Register Now and verify that the registration request is sent.

If you are unable to register the handheld or connect to the network, or do not have the correct options displayed in the "Roaming" or "Status" fields, contact your service provider. If these settings are all correct, and you are able to register your BlackBerry, continue troubleshooting.

Disconnect from the BlackBerry network

Remove the device battery for about five minutes to ensure a complete disconnect from the BlackBerry network. This causes a hard reset, forcing the network to register the device as a new device on the network. This is a common fix for coverage areas in which you normally have a connection and can send and receive email, but are now having trouble (see the charts above to determine coverage areas).

Check to see if redirection is enabled

From the Desktop Manager Software

Open Desktop Manager and double-click Redirector Settings. Make sure "Redirect incoming messages to your handheld" is checked.

From the BlackBerry handheld

Follow the directions below:

Open the messages screen, click the trackwheel, and select Options.
Choose Email Settings and click the trackwheel.
On the Email Settings screen, click the trackwheel and choose Folder Redirection.
On the Folder Redirection page, select Mailbox- (Name of User), click the trackwheel, and choose Expand.
You should see a list of folders that includes Deleted Items, Inbox, Junk E-mail, and Sent Items. For mail messages to be received, the Inbox folder must have a checkmark next to it. Sent Items is checked by default and will not affect mail delivery.

For more information, see With a BlackBerry, how do I wirelessly reconcile the folders from my mailbox?

If redirection is enabled and you are still unable to send or receive email, continue troubleshooting.

Check mail filters and mail redirection

For general information on mail filters and mail redirection, see With the BlackBerry Desktop Manager, how do I configure filters to control mail redirection? For more information on wireless mail redirection, see With a BlackBerry, how do I wirelessly reconcile the folders from my mailbox?

If your device is still not able to send or receive email, contact the Support Center or your BlackBerry provider.