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Frequently Asked Questions About BlackBerrys

How do I order a BlackBerry?

You can order a BlackBerry through your department head and the Procurement Office, or you can purchase your own device directly from a service provider.

What is the BES server?

The BES server is the BlackBerry Enterprise Server at Stony Brook University. This server is the connection between the Lotus Notes servers and the BlackBerry devices. In order for data to be pushed down to your device, you need to have access to this server.

If I purchase my own BlackBerry, can I still receive my own personal mail from my service provider and the BES server?

Yes, you can forward your mail from your service provider to your BlackBerry handheld and accept mail from the BES server with your Lotus Notes mail. However, you still need to buy a license to access the BES server.

How do I get a firmware upgrade?

If you are a BlackBerry user from West Campus, Southampton, or Manhattan, please call Client Support at (631) 632-9800 to inquire about firmware upgrades specific to your particular device. BlackBerry users from East Campus need to call 4-HELP.

Why does my BlackBerry show an hourglass and a blank screen?

This usually happens when the firmware on the BlackBerry becomes corrupt. The first thing you can try is to reset the device by removing the battery and then putting it back in place. Please be aware that it might take up to 15 minutes to perform the reset. If that does not work, users from West Campus, Southampton, or Manhattan should call Client Support at (631) 632-9800 to request a firmware reinstall. BlackBerry users from East Campus need to call 4-HELP.

What should I do if my BlackBerry is not receiving any e-mail messages?

The first thing you should try is resetting the device by removing and replacing the battery. Second, check with your network service provider to make sure you have service. You may be unable to receive e-mail messages if your wireless reconcile is turned off. To turn it on, open the inbox. Select options from the menu and then select E-mail Reconciliation > Change Options > turn on wireless reconciliation. You should see data being transmitted. If you have tried these three steps (resetting the battery, checking with your network service provider, and making sure your wireless reconcile is turned on), perhaps your radio connections are off. To enable radio connections, go to Manage Connections > then choose Turn All Connections On. Also, check that your profile is set to Phone Only. To enable data on your BlackBerry again, choose a profile other than Phone Only. If these solutions do not fix the problem and you are a West Campus, Southampton, or Manhattan BlackBerry user, please call Client Support at (631) 632-9800. BlackBerry users from East Campus need to call 4-HELP.

Can I filter e-mail messages on my BlackBerry?

Yes. Users can filter some or all of their e-mail messages that they receive on their BlackBerry device. Filters act as your personal e-mail gatekeeper, allowing you to specify the types of e-mails that reach your BlackBerry. For example, you may wish to only receive e-mails from certain people or you may wish to have no e-mails forwarded to your device. Users can do this on their own by going to their mail/inbox and selecting Options > E-mail Filters.

How do I disable e-mail messages from being delivered to my BlackBerry?

To disable e-mails from being delivered to your BlackBerry, go to your:

How come when I delete messages from my BlackBerry, they do not delete from Lotus Notes?

If the messages you delete from your BlackBerry are not being deleted from Lotus Notes, try one of these possible solutions in the following order:

Your radio connections may be off. To enable your connections, go to Manage Connections > then choose Turn All Connections On.
Make sure wireless reconcile is turned on. To do this, open the inbox. Select options from the menu and then select E-mail Reconciliation > Change options > Turn on wireless reconciliation. While you are in E-mail Reconciliation, make sure the setting on the screen for Delete On: is set to either Mailbox and Handheld or Prompt.
Your profile may be set to Phone Only. To enable data on your BlackBerry again, choose a profile other than Phone Only.
You may need to reset your device. Remove and replace the battery.

Why can't I see my Lotus Notes contacts on my BlackBerry?

In order for your contacts to appear on your device, you must synchronize your Contacts file so that a copy is stored on the server. Click here to find out how to do this. Your contacts should appear on your handheld device within a day. We recommend that you set a schedule for synchronization otherwise you will have to manually synchronize your Contacts every time you add/remove/edit them in Lotus Notes.

Once I purchase the BlackBerry, how does Stony Brook and the Division of Information Technology know I have the device?

Once you have purchased the device, you must purchase a BES server license from TeLNeT (Telecommunications and Networking). You can e-mail TeLNeT from Lotus Notes or you can call them at 2-8568. The cost of the license is $78 for the first year, and $25 for a yearly upgrade charge. When contacting TeLNeT, please have your account number for which you would like the cost billed.

What should I do if I receive the error "Uncaught exception: java.lang.NullPointerException."?

This message normally means that the Java program installed on your BlackBerry has encountered a problem. To resolve this problem, remove and replace the battery from the device and restart it. If this does not work and you are a member of West Campus, Southampton, or Manhattan, please call Client Support at (631) 632-9800. East Campus users please call 4-HELP.

What happens if I lose my BlackBerry?

If you are a West Campus, Southampton, or Manhattan employee and you lose your BlackBerry, please call Client Support at (631) 632-9800. East Campus employees should call 4-HELP.

Why is it recommended that I leave my BlackBerry on daily?

Stony Brook has more than 500 BlackBerry users on campus. Any messages, calendar items, attachments that are not able to be sent to your BlackBerry because it is turned off are stored/backed up on the BES server. The longer you have your device turned off, the more space your data takes up on the server and this affects performance. Even turning your BlackBerry on for 10 minutes a day is helpful so that you are sure to receive your important messages. However, you do have the ability to filter some or all of your e-mail messages (see above "Can I filter e-mail messages?") which means you do not have to leave the device on if you are filtering off your messages.

What should I do if I am traveling and don't want to leave my BlackBerry turned on?

If you filter your messages off altogether (see instructions above), then you do not have to leave your BlackBerry turned on when you are traveling. However, it is good to notify the Notes Administrator any time you will not have use of your device for more than 48 hours because when mail is not sent to the device, it backs up to the BES server and takes up space that can affect performance.

What should I do if I receive an error message that says "unknown USB device" when I connect the USB cable from my computer to my BlackBerry?

Desktop Manager software should be installed before you connect a USB cable from your computer to your BlackBerry. You can also try removing and replacing the battery from the device. Power the BlackBerry back on. This should resolve the problem.

What do I do if my device is dropped or stops working?

West Campus, Southampton, and Manhattan employees can ask Client Support to look at it, however warranty-related issues will have to go through your service provider.

What service providers can I use?

Any that support BlackBerry (Sprint, Nextel, Verizon, T-Mobile, Cingular, etc.)

How come my BlackBerry won't charge?

Remove and replace the battery. Ensure that the outlet that it is connected to is functioning and other devices work in that outlet. If you are connecting to a computer, make sure that you have first installed the BlackBerry Desktop Manager software and reboot before connecting the device.

I want to dispose of my BlackBerry. What should I do with it?

West Campus, Southampton, and Manhattan users should contact Client Support at (631) 632-9800 to request assistance with the proper way to dispose of University data on the device. East Campus users should call 4-HELP.