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Troubleshooting BES

For troubleshooting: Check LAST CONTACT TIME
- How long has it been since the last contact time?

Are there items pending?
If so, why haven’t they reached the handheld:
- Is the handheld cradled?
- Is the user outside his/her network?

If items are stuck in "Pending", then:

On your handheld:

1) Look at the DEVICE TYPE: GPRS / CDMA / NXTL
- Make sure that the user is in their signal area:
- GPRS / 1X / NXTL respectively, found in the signal strength area of the handheld.

If any of the above types are not visible in the signal strength area of the handheld, remove the battery in the back for 10 seconds, return it to handheld and turn it on again.
- Can they access the web on their handheld?  Try accessing www.google.com.
- Do they have a network problem?  If so, contact their cellular provider.

2) If you’ve tried all of the above steps, and still can’t connect, consider ‘wiping the handheld’: Handheld->Options->Security->Trackwheel->Wipe Handheld (This will erase all data on the Handheld)
- Then, reset the activation password, re-activating the handheld once more.
- If it’s not a network issue, and you still can’t activate, contact us for resolution.