Frequently Asked Questions

• Remove the battery
• Check if the SIM card is in the device
• Check if the SIM card is put in the correctly
• Keep the battery out of the device for at least 2 minutes
• Put the battery back in the device, the handheld will restart automatically

Contact your mobile operator and get confirmed that the ‘Data Transfer’ and ‘BlackBerry’ options are provisioned for your SIM card.

• Check if the SIM card is in the device
• Check if the SIM card is put in the correctly
• Turn the Wireless Radio on by clicking on the antenna icon at the home screen
• You should see the following in the upper right corner: GPRS or EDGE or UMTS, in uppercase. If not, call your network operator for further assistance.

• In order to support BlackBerry functionality, your SIM card should be provisioned for "Data Transfer" and for "BlackBerry". If it hasn’t worked before, you should call your network operator to get this confirmed.
• When you are not abroad, check if you are using the right network provider. If not, change to the correct mobile network provider by clicking on the ‘Options’ icon and select ’Network’. Make sure that the ‘Network Selection Mode’ is set to ‘Automatic’.
• When you are abroad, contact your network operator to see who their roaming partner is for the specific country you are in. In case the handheld shows a mobile network provider that is not in their list of supported partners, you need to manually switch the operator. Click on the ‘Options’ icon and select ‘Network’. Make sure that the ‘Network Selection Mode’ is set to ‘Manual’ and click on ‘Scan for available networks’. Select the right network operator from the list that shows up.
• In case the network status is still ‘gsm’ or ‘gprs’, you should contact your mobile operator and ask if the ‘Data Transfer’ and ‘BlackBerry’ options are provisioned for your SIM card.
• You should see the following in the upper right corner: GPRS, EDGE or UMTS - in uppercase. If not, call your network operator for further assistance.

• Make sure that your SIM card is provisioned for BES (not BIS, BlackBerry Internet Service)
• Scroll up and down to see all the icons on the home screen
• Click on the ‘Options’ Icon, choose ‘Advanced Options’ and select ‘Enterprise Activation’.

If these steps don't help, then wiping the handheld will probably do. Click on the ‘Options’ icon and go to ‘Security Options’ and select ‘General Settings’. Click the trackwheel to obtain a popup menu. Select the option ‘Wipe Handheld’ and follow the steps. Be aware that this will erase all the data on the device!

If the ‘Enterprise Activation’ icon hasn’t appeared on the home screen, then contact your network provider and ask if the ‘Data Transfer’ and the ‘BlackBerry’ options are provisioned for your SIM card and that your SIM card is provisioned for BES.

• Make sure your username and password are correct. The username is always an email address.
• Make sure that the network status is GPRS or EDGE. If not, contact your network provider and ask if the ‘Data Transfer’ and the ‘BlackBerry’ options are provisioned for your SIM card.

• Is the network status on the handheld ‘Off’? If so, click on the Antenna icon on the home screen to turn the Wireless Radio on.
• Is the network status on the handheld ‘X’? If so, then the device is out of network coverage.
• If the mobile network status on the device indicates GPRS, EDGE or UMTS in uppercase, then you need to remove the battery while the BlackBerry handheld is on. Wait for at least 2 minutes and put the battery back in. The handheld will restart.
• Network status should show GPRS, EDGE or UMTS in uppercase.

Solution
Renew encryption key

• Options.
• Security options.
• General options.
• Scroll down to services.
• Press scroll/menu/blackberry button.
• Select renew encryption key.

Solution
Activating without Wipe

• Go to options.
• Go to advanced options.
• Go to Servicebook.
• Desktop[SYNC].
• menu(blackberry) button.
• Press delete.
• Go back to advanced options.
• Go back to service book.
• Menu(blackberry button.
• Press undelete.
• Desktop[SYNC] should come up again.
• Go back to advanced options.
• Go to enterprise activation.
• Wait 2 minutes and the Blackberry will active itself again without any wipe or password.

• Follow the steps as described in the question “The BlackBerry handheld doesn’t receive and/or send emails"
• For email, make sure that the ‘Wireless Synchronization’ option on your BlackBerry handheld is on. Click the messages icon on the home screen and click the trackwheel for the menu and select ‘Options’. Click on the option ‘Email Reconciliation’, you will see a number of options. The option ‘Delete On’ should say ‘Mailbox & Handheld’, the option ‘Wireless Reconcile’ should say ‘On’, the option ‘On Conflicts’ should say ‘Mailbox Wins’.
• For the calendar, make sure that the ‘Wireless Synchronization’ option on your BlackBerry handheld is on. Click the ‘Calendar’ icon and click the trackwheel in order to see the menu. Select ‘Options’ at the bottom of the menu and you will see a number of options. The option ‘Wireless Synchronization’ should say ‘Yes’.

• Create a Forward Rule from your private mail account to the mail account assigned to the BlackBerry
• Check your mail by using the BlackBerry browser
• Contact your mobile network provider to provision your SIM Card for both BlackBerry BES support and BlackBerry BIS support.
• Note: Not all mobile operators support this option.

Colibri Premium does not synchronize emails that are sent from your PC.

Colibri Premium works with Microsoft Exchange version 2000, 2003 and 2007.

Nothing. The only prerequisite is that Outlook Web Access is enabled on the Exchange server.

Outlook Web Access is a feature on the Exchange server that allows users to access their mailbox via an Internet browser. All versions of Microsoft Exchange come with this feature.

If you use a proxy account, you don't need to setup the individual user accounts. The proxy account will act as a 'master' account on the Exchange server. Download the proxy account setup manual for more information.

Colibri Premium supports BlackBerry handhelds with software version 4.0 or higher and all BlackBerry Connect™ devices with handheld software 4.0 or higher.

You need a BlackBerry Enterprise data subscription. The BlackBerry Internet Service subscription will not work with Colibri.

Lotus Domino and Novell GroupWise are currently not supported as hosted solution, but we offer a variety of services for an in-house BlackBerry Enterprise Server™ like Installation Services, BES Support and Training.

Only authorized Colibri Mobile personnel can access the servers in the hosting center.

Yes, we have Non-Disclosure Agreements available.

Colibri Mobile synchronizes every email that arrives in your Exchange inbox. If you have a spam filter on the Exchange server then spam messages will not be sent to your BlackBerry handheld.

Yes. With the Desktop Manager software installed on your PC, you can synchronize tasks and memos between your BlackBerry handheld and a PC using a USB cable. Download the instructions for installing the Desktop Manager and how to sync tasks & memos.

Yes. In order to forward messages from your BlackBerry handheld, we need to save the data temporarily in our environment.

Monday Till Friday 09:00 - 18:00 CET. There is no direct support after business hours, but the performance of the service is monitored 24/7.