Blackberry Frequently Asked Questions


  • Third Party Software
    • Downloading 3rd party software to state-owned equipment, including mobile devices, is prohibited as stated in our software usage policy.
  • Who do I call when I have trouble?
    • If you are having trouble with your blackberry you may contact OIT Customer Support at 624-7700 or OIT.Customer-Support@maine.gov. If they can not resolve your issue they will contact someone in Enterprise Messaging to assist you.

      OIT Customer Support:
      624-7700 or OIT.Customer-Support@maine.gov

      Enterprise Messaging Staff:
      Jennifer Dupont  Desk: (207) 624-9841  Cell: (207) 592-0044
      David Murray  Desk: (207) 624-9946
  • Complete Users Manuals for the 8703 and the 7130 Models
  • How can I access the global list?
    • The state global address book is not completely visible as it is on your desktop mail client. However, it is accessible by doing a lookup. Type in the last name of the person you are looking for and you will be presented with choices from the global address book.
  • Does my device have to be connected to my computer to synchronize?
    • Your Blackberry has been enterprise activated with your Maine.gov email account. Synchronization is wireless and automatic. Connecting the Blackberry to your desktop computer to synchronize email is not recommended by the Enterprise Messaging staff.
  • Why are my messages not being deleted from my outlook desktop?
    • You have the choice of whether or not the email you delete from your handheld device is deleted from your mailbox as well as from your device.
      How: Select the email icon, click the wheel and choose options then select email reconciliation. Click the wheel again to change delete on options. If you want your mail to be deleted from both your device and your mailbox then choose mailbox and handheld. If you want your email to remain in your mailbox after being deleted from your handheld device then simply select handheld. You may also choose to be prompted for these options but that choice can be annoying if you have a large volume of email.
  • My Blackberry is not reconciling emails with my desktop, how can I fix it?
    • The Problem: Email messages deleted on the Blackberry device are not deleted from the Microsoft® Outlook® Inbox. Similarly, email messages deleted from the Outlook Inbox are not deleted on the Blackberry device.

      Possible Causes:

      Outlook: The email message was permanently deleted in the Microsoft Outlook Inbox or a hard delete (highlight; shift; delete) was performed.

      When the email message is permanently deleted from the Outlook Inbox, it is not deleted from the Blackberry device during email reconciliation. An email message can be permanently deleted from the Blackberry device by holding down the Shift key while pressing the Delete key, or by deleting the email message from the Deleted Items folder.

      After permanently deleting an email message from the Outlook Inbox, manually delete the email message from the Blackberry device.

      Outlook: Outlook is configured to empty the Deleted Items folder immediately or set to delete upon closing; and outlook is closed frequently.

      Outlook is configured to automatically empty the Deleted Items folder which permanently deletes email messages. When an email message is permanently deleted from the Outlook Inbox, it will not be deleted from the Blackberry device during email reconciliation.

      Ensure that Outlook is not configured to empty the Deleted Items folder every time Outlook is closed.

      In Outlook, under the Tools menu, select Options.

      Click the Other tab. Ensure that the check box beside Empty the Deleted Items folder upon exiting is clear (not selected), then click OK.

      Outlook:Manually dragging and dropping a message from the Inbox to a subfolder or archive folder.

      If you manually drag and drop a message from the inbox to a subfolder, an archive folder, the deleted items folder or any other folder it may cause the Blackberry device to loose track of that message and it may stay in your Blackberry inbox until you manually move or delete it.

      Blackberry Device: If you drag and drop messages in Outlook you may want to choose to set your hide filed messages options to yes on your Blackberry. This option is under mail, options, general options: change the hide filed messages option to yes. This will not delete your message it will just not display in your Blackberry inbox.

      Blackberry Device:The Delete On option is set to Handheld rather than Delete on mailbox and handheld.

      The Delete On option on the Blackberry device is set to Handheld. As a result, email messages deleted on the Blackberry device will not be deleted in the Outlook Inbox during email reconciliation.

      Change the Delete On option to Mailbox & Handheld.

      - On the Blackberry device Home screen select Messages.
      - Display the menu and select Options.
      - Select Email Reconciliation.
      - Highlight the Delete On option.
      - Display the menu and select Change Option.
      - Click Mailbox & Handheld.

      Blackberry Device:  Messages were deleted from the Blackberry device with the Delete Prior option.

      When the Delete Prior option is set to delete messages after synchronizing the Blackberry device, the email messages are not deleted from the Outlook Inbox.

      Either delete email messages individually on the Blackberry device, or delete email messages from the Outlook Inbox after using the Delete Prior option.

  • How do I view my email attachments?
    • Open the email message that includes the attachment. Click the trackwheel and select Open Attachment; choose full content.

  • How do I add the sender of a call or message to my address book using software version 4.x?
  • How do I create calendar appointments?
    • Creating Calendar Appointments
  • Where did my icons go?
    • To hide:

      Go to your Blackberry home screen.

      Highlight the icon for the application on the home screen you wish to hide.

      Press and hold the half-moon key (alt) then click the track wheel to pull down the icon manipulation menu. Click hide application.

      To show all icons (visible and hidden):

      Go to your Blackberry home screen.

      Press and hold the half-moon key then click the track wheel to pull down the icon manipulation menu.

      Click Show All. Any hidden applications will be grayed out. They'll still work but the gray indicates that this application will normally be hidden.

      To un hide an application:

      Go to your Blackberry device's home screen.

      Press and hold the half-moon key (alt) then click the track wheel to pull down the icon manipulation menu and choose "show all". 

      Highlight the icon for the application on the home screen which you wish to un hide.

      Press and hold the half-moon key then click the track wheel to pull down the icon manipulation menu.

      Choose hide application to de-select this option.

  • How do I set up or change my voicemail?
    • You must set up your mailbox the first time you use your U.S. Cellular Voice Mail. However, if you had voicemail on your US Cellular phone and the cell number was transferred, then your voicemail will remain the same (password and all) and there is no need to go through the setup process again.

      First Time Voicemail Setup

      Access your mailbox by dialing *86
      When prompted, enter your temporary password 9999
      Follow the New User Tutorial that will automatically assist you in personalizing your Voice Mail

  • How do I script or hot-key my voicemail so I don't have to dial the number and enter my password each time?
    • Choose the phone log icon on the main menu

      Click the track-wheel and choose Options

      Click the track-wheel to select Voice mail

      Under Additional numbers perform the following:

      Type 9999 (or the password you have selected)

      Click the track-wheel and select save

      Voicemail is pre-programmed under W on your keyboard

      Press and hold the W key and your voicemail will automatically dial for you and the password script will kick in

  • Where is my email? I am not receiving email to my Blackberry.
    • Here are a few things you can try if you are not seeing email come into your Blackberry or if you are getting "data connection refused".

      You may have lost the signal or connectivity with the server. Try choosing turn wireless off (or on if it is off) on the main menu and then back on by choosing that icon again.

      Sometimes it helps to force reconciliation. Go to your mail and click on the wheel for more options. Choose reconcile now.

      If you are still not seeing email, try to reset the device. To reset the device, turn the handheld off, remove the battery and wait a minute or two. Put the battery back in and power on the device. You will have to turn wireless on when the device comes back up as it will be off by default whenever the device is reset.

  • My screen says "Data Connection Refused", What do I do?
    • Here are a few things you can try if you are not seeing email come into your Blackberry or if you are getting "data connection refused".

      You may have lost the signal or connectivity with the server. Try choosing turn wireless off (or on if it is off) on the main menu and then back on by choosing that icon again.

      Sometimes it helps to force reconciliation. Go to your mail and click on the wheel for more options. Choose reconcile now.

      If you are still not seeing email, try to reset the device. To reset the device, turn the handheld off, remove the battery and wait a minute or two. Put the battery back in and power on the device. You will have to turn wireless on when the device comes back up as it will be off by default whenever the device is reset.

  • How can I filter email coming to my Blackberry and still retain the message in my mailbox on the server to retrieve at my desk later?
    • Select the email icon on the main menu

      Press the track wheel again to select options; choose email filters

      You will see a screen that reads the following: If no filters apply, send email to handheld

      It is highly recommended that you leave this option set to yes. (Selecting no will severely restrict emails sent to your handheld device)

      Press the track wheel again and select new; give your filter a descriptive but short name such as “From John Black”
      You now have several choices to filter by.
      When you are done with your filter press the track wheel again to choose save.

      Be careful: Filters can be tricky and you may have to edit your filter to get it just right.  Try to avoid choosing options that are too restrictive.

      The help menu on your device may also be a good resource for building your filter.

  • What should I do if my Blackberry device is lost or stolen?
    • You should call the OIT Customer Support Center at 624-7700 immediately. A request will be submitted to have your Blackberry killed so that your e-mail can no longer be accessed through the device.

  • How do I host a 3-way conference call on my Blackberry?
    • To initiate a 3-way call: On the home screen (main menu) highlight the phone icon. Call the first party by placing your cursor in the empty area just below the number field and entering the number or select a contact from the address book or recently called list.

      Once the call session has been established, click the track wheel and select 3-way call.

      Select the second party to call by placing the cursor in the empty area just below the number field and entering the number or select a contact from the address book or recently called list.

      Once the second party answers, click the track wheel and select flash on the handheld to complete the 3-Way call.

      Note: Once the three way call is established, either party can drop the call and you will remain connected with the remaining party.

  • How do I enable JavaScript and Cookies to view a webpage on my device?
    • There are certain websites that require the user to enable JavaScript and cookies. These instructions are specific to those requirements.

      Please keep in mind that some websites are still not mobile friendly and you may not be able to access them properly with your Blackberry browser even after enabling JavaScript and cookies.

      On the main menu choose the Internet Browser Icon

      Click the track wheel and choose Options

      Choose Browser Configurations

      Scroll down to "Support JavaScript" and click the track wheel; select change option (the option should now be selected)

      Scroll down to "Allow JavaScript pop-ups" and click the track wheel; select change option

      Click the back button and save options to get back to the main browser options

      Choose General Properties

      Scroll down to "enable JavaScript Location Support" and click the track wheel to change option

      Click the back button and save options to get back to the main browser options

      Choose Cache Operations

      Scroll down to clear cookie cache and save

      Power off the device. Once you power back up and visit the site again you should be able to access the page.

  • How do I set up my Bluetooth Headset?
    • CHARGE YOUR BLUETOOTH HEADSET

                    20 minutes = minimum charge

                    3 hours = full charge

      Put your fully charged Bluetooth headset into pairing mode

      Start with your Bluetooth powered off

      Press and hold the call control button and the volume adjust button simultaneously until your Bluetooth indicator light flashes blue and red.

      Your Bluetooth is now in pairing mode and ready to be paired with your Blackberry device.

      Pair the Blackberry with your Bluetooth

      From the main menu on your Blackberry device, select options (the wrench); then select Bluetooth;

      Press the track wheel and choose Enable Bluetooth

      Select 510Plantonics (or another Bluetooth model you are trying to add)

      and when prompted for the passkey code enter 0000

      Note: If you dial a number the call transfers automatically to the headset. To answer a call with the Bluetooth press the call control button.

  • Device Password
    • You are required to keep your blackberry password protected. The password will need to be at least 5 characters and it is not required to be complex. You may user letters or numbers or a combination of both. If you use numbers it is helpful to note that you will have to press and hold the alt key for every number you use. The only restrictions are no repeating or consecutive characters or numbers. The password has been set to a default and I will let you know what that is. You must change the password as soon as possible. The instructions are in the manual that comes with your device.
  • US Cellular Voicemail
    • Same phone number: If your new Blackberry is replacing a state issued cell phone and the phone number is the same, then your US Cellular voicemail will remain the same; including the password. Holding down the "w" key will automatically call your voicemail but will not automatically enter your password. You will have to do that manually until you get a chance to program the password into it. Information on how to program your password is in the manual.

      New phone number: If the phone number is completely new to you then you will have to set up your US Cellular voicemail box at US Cellular. Simply dial *86 and follow the automated response system prompts. It will walk you through the setup.
  • Desktop Software
    • There is no need to load any software onto your computer to synchronize or any need to plug your Blackberry into your computer to synchronize. Synchronization is wireless and automatic.

      It is also important to note that downloading 3rd party software to state-owed equipment, including mobile devices, is prohibited as stated in our software usage policy. If you think there is a legitimate business need for additional software to your blackberry please contact your department TBC.
  • Lost or Stolen Device
    • If you have lost or someone has stolen your device it is important to contact OIT Customer Support prior to contacting US Cellular to have your device locked or cleaned of data because if the telephone number is disabled Enterprise Messaging can not remotely communicate with the device to lock or clear it of existing data.
  • Damaged Device
    • If your device doesn't seem to be working properly give OIT customer support a shout first, it may be something we can fix. But if it is clear to you that your device is defective or damaged please contact your office wireless coordinator for assistance in replacing your device. If you do not know who that is or if you can not get in touch with that person then you may contact someone from Enterprise Messaging and we will give US Cellular a call to get the replacement for you. Please note that water damaged devices are not covered under the warrantee.
  • Blackberry Training Classes
    • US Cellular periodically holds new Blackberry user training. We will notify you by email of any upcoming training in your area.
  • More Questions? Other helpful links:

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Page last modified: February 2, 2012