Troubleshooting Connection/Data Problems with a Blackberry

Level 1 - Phone Issues

• Reboot the phone (remove battery)
• Confirm Radio still turned on ( go to Options -> Mobile Network and enable it)
• Confirm The Synching settings are correct (server name/username/password)

Level 2 - Server Issues (if they use a BES server)

• Check and restart the BES services under Services
• Send services books to that user
• Review the logs under the BES server Management program

Level 2 - Server Issues (if not using a BES server)

• Gain access to the user's BIS account (just google the provider and blackberry, and this should give you the BIS site) If the user doesn't remember their username or password, you can check for the username by checking what their previous email was set to forward to (ie. janedoe@vzw.blackberry.net) which will give you the username, and if their phone is still operational you can have the BIS site text the phone the password.
• Once inside, confirm PIN and EIN numbers
• Resend Service books
• Confirm email account settings
• If you cannot gain access proceed to level 3

Level 3 - Carrier Issues

• Confirm bill is paid
• Confirm line is active
• Gain access to BIS account if possible
• Have Carrier join in troubleshooting

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