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BlackBerry® FAQs: Troubleshooting

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Troubleshooting

How do I download apps from BlackBerry App World?

  • From the Home screen, click on the "BlackBerry App World" icon.
  • Click on the arrow icon (located on the top right corner of the screen)to refresh the list of available applications.
  • Highlight the application you want to download, then click the track pad.
  • Select "Install" and follow the instructions.
  • When the application download is complete, a message stating "the application was downloaded successfully" will appear .
  • Select "OK".
  • Press the "Call End" button to return to the home screen.
  • The application can be found in the "Applications" folder, "Instant Messaging" folder or the "Downloads" folder.

Why can't I send or receive a picture message from my BlackBerry?

Picture messaging (MMS) is not supported by the BlackBerry® CurveTM 8530 smartphone, it must be sent using email or BlackBerry Messenger.

  • If you can't send pictures from your BlackBerry, follow these steps:
    1. Select the "Media" folder.
    2. Select pictures.
    3. Select the picture that you wish to send.
    4. Press the menu key and choose "Send as Email".
    5. Type in the email address of the recipient.
    6. Press the "Menu" key and select "Send".
  • If you can't receive pictures sent to your BlackBerry, check your email settings, spam filters, and junk mail folders to ensure that your settings do not filter/delete messages. If you have any filters set, it's likely that emails from unrecognized sources are sent to your Junk Mail folder.

If the problem continues, contact Koodo Customer Service at 1-866-99-KOODO.

If the problem continues, visit a Koodo Shop. Use our Store Locator to find a location near you.

Where can I get additional help?

For detailed instructions on how to use your BlackBerry and frequently asked questions, go to http://www.blackberry.com/btsc

To post your online questions to a community of BlackBerry users or to see their questions, go to http://supportforums.blackberry.com

Are there instructional videos on how to use my BlackBerry?

Yes. Go to http://www.youtube.com/blackberry to get step-by-step instructions on how to use key BlackBerry features.

Are there any troubleshooting tips?

First try to turn it off and then on again. If that doesn't work, remove the battery for 3 seconds and reinsert it. This action restarts the BlackBerry software.

Why can't I turn on my BlackBerry?

  • Ensure that your battery is fully charged
  • With your BlackBerry off, remove and reinsert the battery to reset the software
  • If the problem continues, visit a Koodo Shop. Use our Store Locator to find a location near you.

Why can't I place or receive calls?

  • Ensure that you're in a digital coverage area and that your BlackBerry is picking up a network signal. If you see a 1X or 1XEV appear on the top right hand corner of your screen, then you're in a digital coverage area.
  • If you don't see the 1X or 1XEV network indicator, select the "Manage Connections" icon and then select "Mobile Network". You should see "Mobile Network" highlighted with a green checkmark.
  • Ensure that your BlackBerry is programmed correctly.

Steps to program your BlackBerry:

  1. Dial *22803 and press the "Send" key.
  2. Press "1" for English or "2" for French. Then press "1" to program your BlackBerry.
  3. "SPL unlock successful", "MDN downloaded", "Commit Successful", then "Activation is Successful" will be displayed.
  4. Select "OK" to complete programming.
  5. Dial *8378 (*TEST). If the BlackBerry is programmed correctly, you'll hear the following message: "Thank you for calling our toll-free test line. Your phone is activated and working correctly."

If the problem continues, contact Koodo Customer Service at 1-866-99-KOODO.

If the program continues, visit a Koodo Shop. Use our Store Locator to find a location near you.

Why won't my BlackBerry ring?

  • Ensure that the sound profile is not set to "Silent". You can do this by selecting the "Sound Profile" icon (located either at the top left or top right corner of your BlackBerry).
  • Ensure that the "Do Not Disturb" option is not enabled.
  1. Select the "Sound Profile" icon
  2. Select "Advanced"
  3. Select the profile (for example "Normal")
  4. Select "Phone"
  5. "Do Not Disturb" should be set to "No"

If the problem continues, contact Koodo Customer Service at 1-866-99-KOODO.

Why can't I send or receive emails?

  • Ensure that your BlackBerry add-on includes access to email. The BlackBerry Social add-on doesn't give you access to email.

To re-register your BlackBerry on our network:

  1. Select "Options", "Advanced Options", "Host Routing Table".
  2. Press the "Menu" key and select "Register Now". "Registration message sent" should appear.
  3. Press "OK".

To send a service book to your BlackBerry:

  1. Select the "Setup" icon and select the email account that is experiencing issues.
  2. Select the "Menu" key and select "Service Books".
  3. Select "Send Service Books". You should see "Service Books were successfully sent".
  4. Press "OK".

If the problem continues, contact Koodo Customer Service at 1-866-99-KOODO.

Why does my phone freeze or act sluggish?

  • Ensure that your BlackBerry is running the latest available software.
  • Your phone may freeze or may become sluggish due to the internal flash memory being too low.

To minimize freezing or sluggishness, maximize the amount of free space by following the steps below.

Use an SD card (media card):

Media cards are especially useful for BlackBerry users who want to store media files like songs, pictures, videos, voice notes, and ringtones, or who want to store pictures they take with the built-in camera. Built-in video cameras on BlackBerry require a media card to function.

To make sure the built-in camera is set up to save picture files on the media card, complete the following steps:

  1. Install the media card in your BlackBerry.
  2. Open the "Camera" application.
  3. Press the "Menu" key and select "Options".
  4. Set the "Store Pictures" field to "On Media Card". You can also change the folder setting to the particular folder in which you want to save pictures.
  5. Press the "menu" key and select "Save".

Removing features and applications that are underused increases the available flash memory on the BlackBerry smartphone.

Use the "Setup Wizard" application to remove languages that you do not use from your BlackBerry. Removing languages is highly recommended because it is one of the most significant ways to increase available flash memory. To remove languages, complete the following steps:

  1. On the "Home" screen, open "Setup Wizard".
  2. Select "Languages".
  3. Select the language you want to use on your BlackBerry and click "Next". Your BlackBerry will delete all languages that you do not select.

To remove applications from your BlackBerry, complete the following steps:

  1. On the "Home" screen, open "Options".
  2. Select "Advanced Options".
  3. Select "Applications". Your BlackBerry takes time to build a comprehensive list of the installed applications.
  4. Highlight the application you want to delete, display the menu and select "Delete".

If the problem continues, visit a Koodo Shop. Use our Store Locator to find a location near you.

What should I do if I'm having trouble scrolling with the trackpad?

You may need adjust the trackball sensitivity on your BlackBerry by following the steps below:

  1. From the main menu, select "Options"
  2. Select "Screen/Keyboard"
  3. Under "Trackpad", increase the sensitivity for the affected direction to 80 or 90
  4. Press the menu key and select "Save"

If the problem continues, visit a Koodo Shop. Use our Store Locator to find a location near you.

Why can't I sync my phone with my computer?

BlackBerry Desktop Manager is used to sync your phone with your computer. Ensure that you have downloaded and installed the latest version.

If the problem continues, contact Koodo Customer Service at 1-866-99-KOODO.

If the problem continues, visit a Koodo Shop. Use our Store Locator to find a location near you.

Why can't I browse the Internet?

  • Ensure that your BlackBerry add-on includes web browsing. The BlackBerry Social add-on doesn't include web browsing.
  • Clear the browser cache by following these steps:
    1. Launch the browser.
    2. Press the "Menu" key.
    3. Select "Options".
    4. Select "Cache Operations".

    You'll see the following on your screen:

    • Content Cache "Clear History"
    • Pushed Content "Clear History"
    • Cookie Cache "Clear History"

You can select "Clear History", "Clear" to delete the browser cache. Lastly, press the "Menu" key and select "Save" or "Close" to save the changes.

Important note: You may not want to clear the Pushed Content as this may affect some of the applications you have downloaded.

If the problem continues, contact Koodo Customer Service at 1-866-99-KOODO.

If the problem continues, visit a Koodo Shop. Use our Store Locator to find a location near you.

Why does my battery drain very quickly?

To optimize battery power:

  • Turn off Bluetooth® connections when not needed to conserve battery life.
  1. On the "Home" menu, select "Manage Connections".
  2. Uncheck "Bluetooth" to disable the connection.
  • Adjust backlight settings. Set the "Backlight Brightness" level and select how long it should remain on when the device is idle.
  1. At the "Home" menu, select "Options".
  2. Select "Screen/Keyboard".
  3. Adjust the "Backlight Brightness" and "Backlight Timeout" settings.
  • Use the "Auto On/Off" setting to set a daily schedule of when your BlackBerry should be on and off. This is a great option if you know that you will not require the device during a specific time of day.
  1. On the "Home" menu, select "Options".
  2. Select "Auto On/Off".
  3. Enable auto on/off for weekdays or weekends.
  4. Set a time for the BlackBerry to turn off, and another time for it to back on.

If the problem continues, visit a Koodo Shop. Use our Store Locator to find a location near you.

How do I pair my Bluetooth wireless headset/device with my BlackBerry?

See "Sync with a Bluetooth Device" in the How To section.

Why can't I type a passkey on a Bluetooth enabled device?

If you cannot type a passkey on a Bluetooth enabled device, the passkey might already be defined. On your BlackBerry phone, in the enter passkey for "Device name" field, try typing 0000.

If the problem continues, contact Koodo Customer Service at 1-866-99-KOODO.

If the problem continues, visit a Koodo Shop. Use our Store Locator to find a location near you.

Why can't I establish a Wi-Fi connection?

If your BlackBerry supports Wi-Fi™, follow the steps below to connect to a Wi-Fi network. Connect to a Wi-Fi network:

By default, new Wi-Fi profiles appear at the bottom of your Wi-Fi profile list.

  1. On the "Home" screen or in the application list, click "Set Up Wi-Fi".
  2. Perform one of the following actions:
    • Click "Scan for Networks".
    • Click a network.
    • Click "Manually Add Network".
    • Type the network name.
    • Click "Add".
    • If you are using a network access point enabled with Wi-Fi Protected Setup, click "Push Button Setup".
  3. Complete the instructions on the screen.
  4. On the Wi-Fi Setup Complete screen, perform any of the following actions:
    • To change the order of Wi-Fi profiles, click "Prioritize Wi-Fi Profiles". To return to the Wi-Fi Setup Complete screen, press the "Escape" key.
    • To specify registration information, click "Wi-Fi Hotspot Login". To return to the Wi-Fi Setup Complete screen, press the "Escape" key.
  5. Click "Finish".

If the problem continues, contact Koodo Customer Service at 1-866-99-KOODO.

If the problem continues, visit a Koodo Shop. Use our Store Locator to find a location near you.

Why can't my phone recognize my SD card (media card)?

  • Ensure that your SD card is inserted in your BlackBerry correctly (see the user guide for further instructions).
  • In your media card options, if there is a message to format your media card, disconnect your phone from your computer. Turn off mass storage mode. Format the media card. Turn on mass storage mode.

Turn off mass storage mode

  1. In the phone options, click "Memory".
  2. Change the "Media Card Support" field to Off.
  3. Press the "Menu" key.
  4. Click "Save".

Format the media card

Important note: Formatting the media card will delete all the files on the media card.

  1. In the phone options, click "Memory".
  2. Press the "Menu" key.
  3. Click "Format".
  4. Complete the instructions on the screen.

Turn on mass storage mode

  1. In the phone options, click "Memory".
  2. Change the Media Card Support to field to "On".
  3. Press the "Menu" key.
  4. Click "Save".

If the problem continues, contact Koodo Customer Service at 1-866-99-KOODO.

If the problem continues, visit a Koodo Shop. Use our Store Locator to find a location near you.

How do I insert a battery into my BlackBerry?

  1. Press the battery cover release button
  2. Slide off the battery cover
  3. Insert the battery so the connectors on the battery align with the connectors on your BlackBerry
  4. Replace the battery cover
    • If the battery is charged, the phone should turn on. The confirm date and time dialog box is displayed
  5. If the date and time are not correct, click Edit:
    • Under Options, click Date/Time and view the Time Zone field
    • In the Date/Time Source field, set a date and time source
    • Click the trackpad
    • Click Update Time
    • Click the trackpad again
    • Click Save
  6. If the date and time are correct, click OK

How do I connect to a wireless network?

Once you’ve inserted and charged the battery, you’re ready to connect to a wireless network:

  1. If the power is off on your BlackBerry, press the Power button
  2. On the Home screen or in the application list, click "Manage Connections" and select the check box beside "Mobile Network"

To connect to the wireless network, your wireless service must be active and you must be in a wireless network coverage area.

If your BlackBerry is not connected to the wireless network, you can still use features that do not require a connection to a wireless network (For example, you can type and save draft email messages, manage tasks or use the calculator when you are on an airplane).

How do I turn off my data?

  1. From the Home screen, press the Button
  2. Select Manage Connections
  3. Select Mobile Network Options
  4. Change While Roaming to Off
  5. Change Data Services to Off
 
 

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