Troubleshooting
Handheld User Guide 253
Messages that you delete from the desktop are moved into the Deleted Items folder. The
messages are deleted from your handheld when the next email reconciliation occurs.
Messages are not being sent from my handheld. What should I do?
Verify that your handheld radio is turned on and verify that the network settings are correct. Your
messages might not be transmitting for several reasons:
• If a clock icon appears beside the unsent message, you are not in a wireless coverage area. For
your messages to be sent you need to be in a location with sufficient wireless coverage. Check
the wireless coverage indicator that is located in the top right corner of the Home screen. Refer
to "Network status icons" on page 35 for more information on the wireless coverage indicator.
• If an X icon appears beside the unsent message, an error occurred during its transmission.
Open the message and scroll to the top of it. The Message Status field indicates what
happened. Refer to "Handheld error messages" on page 256 for more information on the error
messages that appear in the Message Status field.
I have integrated my handheld with an enterprise email account, but my email
messages are not forwarded to my handheld. What should I do?
Email messages might not be forwarded to your handheld for several reasons:
• Is your handheld inserted into the cradle and is it connected to your computer with the
desktop software running? If your handheld is inserted into the cradle with the desktop
software running, and you have selected the option to not forward messages when your
handheld connected to the computer, you do not receive messages on your handheld.
Microsoft
Exchange
If you are using Microsoft Outlook as your desktop email program, two scenarios
might prevent messages from being deleted from your handheld:
• In Microsoft Outlook, on the Tools menu, click the Options icon and click the
Other tab. Verify that the Empty Deleted Items folder upon exit option is not
selected. If you empty your Deleted Items folder when you close Outlook, the
status of the message on your handheld cannot be updated and the message is
not deleted.
• If you delete messages from your desktop using a Shift key and the Backspace
key, the message is removed from your desktop and does not appear in your
Deleted Items folder. Without reference to the message, the status of the
message on your handheld cannot be updated and the message is not deleted.
Microsoft
Exchange
Is your computer turned on? If you are a Microsoft Exchange user and you use
the BlackBerry Desktop Redirector and your computer is turned off, messages are
not forwarded to your handheld. Your computer must be turned on any time that
you want to receive messages on your handheld.
Is the BlackBerry Desktop Redirector running? If you are a Microsoft Exchange
user and you are using the desktop redirector to forward your email messages and
it is not running, messages are not forwarded to your handheld. If your company
uses the BlackBerry Enterprise Server to forward your email messages, you do not
need to have the desktop redirector running. Look for the Desktop Redirector icon
in the right corner of your Windows taskbar. If it appears, the desktop redirector is
running. If it does not appear, on the Windows taskbar, click Start and select
Programs > BlackBerry > BlackBerry Desktop Redirector.
