Common troubleshooting
BlackBerry 9620 > Common troubleshooting
- Quick Help
- Getting started: Your smartphone
- Your BlackBerry smartphone at a glance
- Inserting the SIM card, media card, and battery
- New in BlackBerry 7.1
- About switching BlackBerry smartphones
- About BlackBerry ID
- Visit the Setup application
- Important keys
- Flashing LED color descriptions
- Icons
- Your Home screen
- Home screen at a glance
- Use a picture as your smartphone wallpaper
- Add a shortcut to your home screen or Favorites panel
- Show or hide a home screen panel
- Show, hide, or find an application icon
- Move an application icon
- Change where apps that you download appear
- Change themes
- Set the number of icons that appear on the home screen
- Change what happens when you type on the Home screen
- Add a message that appears when your smartphone is locked
- Feature availability
- Find more information
- Popular topics
- Set up an email address
- Add or change your email signature
- About downloading apps with the BlackBerry App World
- Transfer files to and from your smartphone
- About using your smartphone as a tethered modem
- Copy contacts to and from SIM card
- Change your ring tone, notifiers, reminders, or alerts
- View a location on a map
- Lock or unlock your smartphone
- Turn on or turn off airplane mode
- Popular tips
- Tips: Finding apps
- Tips: Managing indicators
- Tips: Updating your software
- Tips: Doing things quickly
- Tips: Extending battery life
- Tips: Freeing space for your music, pictures, videos, and files
- Tips: Keeping your information safe
- Shortcuts: Phone
- Shortcuts: Typing with the physical keyboard
- Shortcuts: Media
- Common troubleshooting
- I can't make or receive calls
- I'm not receiving messages
- I can't send messages
- I forget my smartphone password
- My smartphone isn't ringing or vibrating when I receive a call or message
- The screen turns off
- Email messages aren't reconciling over the wireless network
- Organizer data isn't synchronizing over the wireless network
- I can't pair with a Bluetooth enabled device
- The media player screen closes
- Getting started: Your smartphone
- Tips and shortcuts
- Tips: Doing things quickly
- Tips: Extending battery life
- Tips: Finding apps
- Tips: Freeing space for your music, pictures, videos, and files
- Tips: Freeing space to optimize your smartphone's performance
- Tips: Updating your software
- Tips: Keeping your information safe
- Tips: Managing indicators
- Shortcuts: Messages
- Shortcuts: Files and attachments
- Shortcuts: Typing with the physical keyboard
- Shortcuts: Media
- Shortcuts: Browser
- Shortcuts: Search
- Shortcuts: Maps
- Shortcuts: Calendar
- Troubleshooting: Shortcuts
- Phone
- How to: Phone
- Phone at a glance
- Phone icons
- Phone basics
- Emergency calls
- Volume
- Speed dial
- Call waiting, call forwarding, and call blocking
- Fixed dialing and smart dialing
- Conference calls
- Call logs
- Multiple phone numbers
- Phone options
- Turn on or turn off dialing from the lock screen
- Sort phone numbers or contacts on the phone screen
- Hide or display your phone number when you make calls
- Turn off the prompt that appears before you delete items
- Change how you answer or end calls with the holster
- Change how you answer calls with a headset
- Reset a call timer
- Voice mail
- Troubleshooting: Phone
- Some features aren't available on my smartphone
- I can't make or receive calls
- I can't check my voice mail
- I can't block calls
- I can't change the number of times that my smartphone rings
- My phone number appears as Unknown in the Phone application
- I can't make calls using a voice command
- My headset makes calls instead of my smartphone
- How to: Phone
- Direct Connect
- Direct Connect basics
- Direct Connect icons
- About Direct Connect
- Find your Direct Connect number
- Send an Alert
- Make a Direct Connect call
- Answer an Alert or a Direct Connect call
- Add a participant while on a Direct Connect call
- Switch from a Direct Connect call to a phone call
- Create a blocked caller list
- Change your ring tone, notifiers, reminders, or alerts for Direct Connect calls
- Personalized settings for Direct Connect
- DC Group calls
- Troubleshooting: Direct Connect
- Direct Connect basics
- Voice commands
- Messages
- How to: Messages application
- Messages at a glance
- Search for messages
- Hide filed and sent messages from the Messages application
- Show or hide messages from the Messages application
- View or hide call logs in the Messages application
- Hide the new or unread message indicator
- Change how you group email messages
- Use color to differentiate work messages from other messages
- Set how long your smartphone stores messages
- Open a new message automatically when you remove your smartphone from your holster
- Turn off the delete message or read message prompt
- Change options for spell check
- Email
- Set up an email address
- Reconcile email over the wireless network manually
- Change options for your personal email account
- Compose and send an email
- Check spelling
- Save a message
- Blind carbon copy a contact
- Attach a contact card to a message
- Attach a file to an email
- Set the importance level for an email or a PIN message that you send
- Viewing and replying to email
- Organizing your email inbox
- Email filters
- Synchronizing email
- About synchronization and reconciliation
- Reconcile email over the wireless network manually
- Turn on or turn off wireless email reconciliation
- Empty the deleted items folder on your computer from your smartphone
- Delete email on your smartphone and in your email application on your computer
- Stop forwarding email to your smartphone
- Stop storing email sent from your computer on your smartphone
- Stop storing email sent from your smartphone on your computer
- Google Mail
- About Google Mail on your smartphone
- Add or remove a Google Mail star
- Apply or remove a Google Mail label
- View Google Mail messages with a specific label
- Create or delete a Google Mail label
- Preview more of grouped email messages
- Archive a Google Mail message or conversation
- Move archived Google Mail messages to your message inbox
- Report spam sent to your Google Mail account
- Text messages
- About text messages
- Compose and send a text message
- Attach a media file, contact card, appointment, or location to a text message
- Attach a contact card to a message
- Reply to or forward a text message
- Add an appointment to your calendar from a text message
- Delete the history from a text message
- Cell broadcasting
- Public warning systems
- PIN messages
- Attachments
- Security options for messages
- Block incoming messages
- Allow messages from contacts in your contact list or allowed sender list
- Add a contact to your allowed sender list
- Reset a blocked message counter
- S/MIME and PGP protected messages
- S/MIME and PGP protected message basics
- About signing and encrypting messages
- Sign or encrypt a message
- Encrypt an S/MIME or a PGP protected message with a passphrase
- Attach a certificate or PGP key to a message
- Download the certificate or PGP key used to sign or encrypt a message
- Add a certificate or PGP key from a message
- Add a certificate or PGP key from an attachment
- Attachment indicators in S/MIME and PGP protected messages
- Add connection information for a certificate server from a message
- View the certificate used to sign or encrypt a message
- View the PGP key used to sign or encrypt a message
- View encryption information for a weakly encrypted message
- S/MIME and PGP protected message status
- S/MIME and PGP protected message options
- Change your signing and encryption certificate or key
- Change options for downloading attachments in encrypted messages
- Change the default signing and encryption option
- About message classifications
- Change the default message classification
- Change the size of S/MIME or PGP indicators in messages
- Change the encryption algorithms for S/MIME or PGP protected messages
- Change when the prompt to enter your key store password in a signed or encrypted message appears
- Turn off the prompt that appears before an S/MIME or a PGP protected message is cut short
- Turn off the prompt that appears when you use a certificate or PGP key that is not recommended for use
- Request delivery notification for signed S/MIME-protected messages
- Troubleshooting: S/MIME and PGP protected messages
- S/MIME and PGP protected message basics
- IBM Lotus Notes native encrypted messages
- Troubleshooting: Messages application
- I can't send messages
- I'm not receiving messages
- Some messages aren't appearing on my smartphone
- The number of new or unread messages is different than I expect
- I can't use a shortcut to view one type of message in a message inbox
- Some features aren't available on my smartphone
- A message, attachment, or Google Mail conversation is cut short or doesn't appear
- Troubleshooting: Email
- Troubleshooting: Text messages
- How to: Messages application
- Files and attachments
- How to: Files
- File basics
- About files and attachments
- Open a file or an attachment
- Save a file or an attachment
- Search for a file that is saved on your smartphone
- Search for a file that is saved on your organization's network
- Send a file
- Open a link in a file or an attachment
- Set font options for a file or an attachment
- Save a file from your organization's network to your smartphone
- Managing files and attachments
- View properties for a file
- Copy, move, rename, or delete a file
- Hide a file or folder
- View a hidden file or folder
- Open a password-protected .pdf file
- View tracked changes in a document
- View the table of contents in a document
- Move around a spreadsheet
- View the content of a cell
- Change the size of a column
- Set display options for a spreadsheet
- Move around pages in a multipage .tif file
- Switch presentation views
- Switch slides
- Rotate or zoom in to or out from a slide
- Save a slide
- File basics
- Troubleshooting: Files
- How to: Files
- Media
- How to: Media
- Media file basics
- Play a media file
- Adjust the volume
- Amplify the volume using the audio boost feature
- Improve sound quality for media files
- Copy, move, rename, or delete a file
- View properties for a file
- Change the amount of time before the media player screen closes
- Turn on or turn off audio and video shortcuts
- Turn on or turn off media card support
- Sort media files
- About transferring and synchronizing files
- Transfer files to and from your smartphone
- Send a file
- Receive a media file using Bluetooth technology
- Supported audio and video file formats and extensions
- Supported picture file extensions
- Music
- Videos
- Video camera
- Camera
- Camera at a glance
- Camera icons
- Take a picture
- Change the flash setting for pictures that you take
- Change the camera scene mode
- Change the size of pictures that you take
- Geotag pictures that you take
- Turn off digital zoom for the camera
- Reduce blurriness in the pictures that you take
- Change the review duration of the pictures that you take
- Change when the camera warns you about the number of pictures remaining
- Change the location for storing pictures that you take
- Pictures
- Pictures at a glance
- Use a picture as your smartphone wallpaper
- Zoom, pan, or rotate a picture
- Save a picture from a text message or a webpage
- View pictures as a slide show
- Change your slide show options
- View pictures in list view or thumbnail view
- Organize pictures by date or folder
- Create a picture folder
- Voice notes
- FM Radio
- Media file basics
- Troubleshooting: Media
- Some features aren't available on my smartphone
- I can't save media files
- I can't open media files
- The media player screen closes
- The flash or video light dims or turns off
- Some pictures that I take are blurry
- I can't listen to FM radio
- I'm experiencing poor FM radio reception
- I receive an error message after I rotate a picture
- My smartphone isn't using the correct ring tone or wallpaper
- I can't use a shortcut
- How to: Media
- Ring tones, sounds, and alerts
- How to: Ring tones, sounds, and alerts
- Icons for sound and alert profiles
- About ring tones, sounds, and alerts
- Change your ring tone, notifiers, reminders, or alerts
- Add or delete a custom sound profile
- Add or delete a contact alert
- Silence your smartphone
- Flashing LED color descriptions
- Change alarm notification options
- Turn on or turn off event sounds
- Change social networking notifications
- Troubleshooting: Ring tones, sounds, and alerts
- How to: Ring tones, sounds, and alerts
- Browser
- How to: Browser
- Browser at a glance
- Browser basics
- Browsing the Internet
- Browse the Internet
- Zoom in to or out from a webpage
- Open, close, or switch between tabs
- Turn on browser shortcuts
- Search for text in a message, in a file, or on a webpage
- View your browser history
- Add a shortcut to your home screen or Favorites panel
- Move back, move forward, or refresh a webpage
- Return to the browser home page
- Close the browser
- Playing media files, viewing pictures, and downloading files
- Copying and sending web addresses
- Browsing the Internet
- Browser bookmarks
- Browser options
- Change your browser home page or start page
- Change the font size for text on webpages
- Change your default search engine
- Add a search engine from a website
- Set the character encoding for all webpages
- Stop loading images or playing embedded media files on webpages
- Stop blocking pop-ups on webpages
- Receive a prompt before you close the browser or stream media from the Internet
- Delete browser history
- Delete browsing information
- Turn off cookies in the browser
- Turn off JavaScript support
- Turn on geolocation in the browser
- Browser security
- Browser push
- RSS feeds
- Tips: Browser
- Troubleshooting: Browser
- How to: Browser
- Calendar
- How to: Calendar
- Synchronizing calendar
- Calendar basics
- Meetings
- Schedule a meeting or an appointment
- Delete an appointment, meeting, or alarm
- Respond to a meeting invitation
- View your calendar when responding to a meeting
- Check availability of meeting participants
- Change the list of participants for a meeting
- Forward a meeting invitation
- Delegate a meeting invitation
- Send an email to a meeting organizer or to all meeting participants
- Calendar options
- Conference call meetings
- Tips: Calendar
- Troubleshooting: Calendar
- How to: Calendar
- Contacts
- How to: Contacts
- Contact basics
- Add a contact
- Add a contact to your SIM card
- Copy contacts to and from SIM card
- Create a custom contact field
- Add a pause or a wait to a phone number
- Change or delete a contact
- Change or delete a SIM card contact
- Search for a contact
- Attach a contact card to a message
- Add a contact picture for caller ID
- Change or delete a contact picture
- About categories
- Categorize a contact, task, or memo
- Create a category for contacts, tasks, or memos
- Synchronizing contacts
- Personal distribution lists
- Multiple contact lists
- Contact list options
- Turn off the prompt that appears before you delete items
- Change the display options for contacts
- View the number of contacts stored on your smartphone
- Sort contacts or tasks
- Change how contact names appear in Remote Lookup results
- Store SIM card contacts on your wireless service provider's contact backup server
- Replace or merge contacts on your wireless service provider's contact backup server
- Contact basics
- Troubleshooting: Contacts
- How to: Contacts
- Clock
- How to: Clock
- Set the date and time
- Display a second time zone on the clock
- Change the clock face
- Change what appears on the screen when your smartphone is charging
- Turn on the alarm
- Silence the alarm
- Change alarm notification options
- Set options for bedside clock mode
- Turn on bedside clock mode
- Use the stopwatch
- Use the timer
- Change timer notification options
- Troubleshooting: Clock
- How to: Clock
- Tasks and memos
- Create a task or memo
- Send a task or memo
- Change or delete a task or memo
- Change the status of a task
- Hide completed tasks
- Show tasks in the calendar
- Synchronizing tasks and memos
- About categories
- Categorize a contact, task, or memo
- Create a category for contacts, tasks, or memos
- Turn off the prompt that appears before you delete items
- Typing
- Keyboard
- Language
- Screen display
- How to: Screen display
- Use a picture as your smartphone wallpaper
- Set options for backlighting
- Change the display font
- Organizing applications on the Home screen
- Add a message that appears when your smartphone is locked
- Turn on flashing LED notification for wireless coverage
- Use grayscale or reverse contrast for the screen display
- Themes
- Troubleshooting: Screen display
- How to: Screen display
- GPS technology
- Maps
- Applications
- How to: Applications
- About multitasking
- Keep an application running in the background and switch to another application
- Close an app so that it is not running in the background
- Require your smartphone password before adding an app
- View properties for an application
- Delete an application
- View the size of an application database
- Troubleshooting: Applications
- How to: Applications
- BlackBerry ID
- BlackBerry Device Software
- Manage Connections
- Mobile network
- How to: Mobile network
- Manage Connections at a glance
- Check which wireless networks your smartphone connects to
- Turn on, turn off, or check the status of a network connection
- Turn on or turn off airplane mode
- Roaming
- Preferred wireless network list
- Change the connection speed for the wireless network
- Turn on flashing LED notification for wireless coverage
- Wireless coverage indicators
- Troubleshooting: Mobile network
- How to: Mobile network
- Wi-Fi technology
- How to: Wi-Fi technology
- Check which wireless networks your smartphone connects to
- Turn on, turn off, or check the status of a network connection
- Connect to a Wi-Fi network
- Saved Wi-Fi networks
- Install a root certificate on your smartphone
- Wi-Fi calling
- Wi-Fi diagnostic reports
- Connection permissions for third-party applications
- About using Wi-Fi with VPN and software tokens
- Wireless coverage indicators
- Troubleshooting: Wi-Fi technology
- How to: Wi-Fi technology
- Mobile network
- Mobile Hotspot mode
- How to: Mobile Hotspot mode
- Mobile Hotspot mode basics
- Mobile Hotspot mode options
- View information about your mobile hotspot
- Change your mobile hotspot name
- Change the amount of time before Mobile Hotspot mode turns off
- Prevent additional devices from connecting to your mobile hotspot
- View information about a connected device
- About using Bluetooth technology in Mobile Hotspot mode
- Submit a Mobile Hotspot diagnostic report
- Troubleshooting: Mobile Hotspot mode
- How to: Mobile Hotspot mode
- Bluetooth technology
- How to: Bluetooth technology
- About Bluetooth
- Turn on or turn off Bluetooth technology
- Pair with a Bluetooth enabled device
- Connect to or disconnect from a paired Bluetooth enabled device
- Switch to a paired Bluetooth enabled device during a call
- Share contacts with a paired Bluetooth enabled car kit
- Send a file
- Send contact cards using Bluetooth technology
- Rename or delete a paired Bluetooth enabled device
- Make your smartphone discoverable
- Bluetooth technology options
- Bluetooth profiles
- Turn off a Bluetooth profile
- Set which contacts are available to share with a Bluetooth enabled car kit
- Prevent your smartphone from making contacts available to other Bluetooth enabled devices
- Restrict outgoing calls
- Change the pairing name for your BlackBerry smartphone
- Turn off or turn on the Bluetooth connection notification
- Turn off the prompt that appears when connecting or pairing
- Set the message types that your Bluetooth enabled car kit notifies you of
- Encrypt data that you send or receive using Bluetooth technology
- Turn off automatic reconnection to Bluetooth enabled devices
- Troubleshooting: Bluetooth technology
- I can't pair with a Bluetooth enabled device
- My list of paired Bluetooth devices doesn't appear
- I can't type a passkey on a Bluetooth enabled device
- I can't send or receive files
- I cannot find files sent to me over a Bluetooth connection
- I lose my connection with a Bluetooth enabled car kit
- I can't share contacts with a paired Bluetooth enabled device
- How to: Bluetooth technology
- Media server
- Smart accessories
- Power and battery
- Storage space and media cards
- How to: Storage space and media cards
- About media cards
- Supported media cards
- Inserting the SIM card, media card, and battery
- Turn on or turn off media card support
- Turn on or turn off USB mass storage mode
- Back up smartphone data to your media card
- Restore smartphone data from your media card
- Repair files stored on your media card or on your smartphone
- Format your media card or built-in media storage
- About compression
- About file encryption
- Turn on encryption
- View the amount of available storage space on your smartphone
- View the amount of storage space used by media files
- Troubleshooting: Storage space and media cards
- How to: Storage space and media cards
- Search
- How to: Search
- Search for an item
- Search for an item using voice enabled search
- Change search options
- Change the language for voice enabled search
- Search for messages
- Message search criteria
- Do more with your message search results
- View, change, or delete a saved search
- Search for text in a message, in a file, or on a webpage
- Search for a contact
- Troubleshooting: Search
- How to: Search
- Security
- How to: Security
- Security basics
- Parental Controls
- Password Keeper
- About the Password Keeper
- Add, change, or delete a password that is saved in the Password Keeper
- Change the Password Keeper password
- Set a limit for password attempts in the Password Keeper
- Copy a password
- Prevent password copying
- Hide or show passwords in the Password Keeper
- Generate a random password
- Encryption
- SIM card
- Memory cleaning
- Certificates and PGP keys
- About certificates and certificate enrollment
- About PGP keys
- About the trust status of certificates and PGP keys
- Certificate and PGP key basics
- Download a certificate or PGP key from an LDAP-enabled server or DSML-enabled server
- Download a certificate from a certification authority
- Download a personal PGP key from the PGP Universal Server
- Import a certificate or PGP key that is saved on your smartphone
- Import certificates or PGP keys from a media card
- Send or delete a certificate or PGP key
- View details for a certificate or PGP key
- View one type of certificate or PGP key
- View the certificate chain for a certificate
- Certificate and PGP key statuses
- Certificate and PGP key options
- Certificate servers
- Key store
- About the key store
- Change the key store password
- Synchronize the key store password with the smartphone password
- Change when your smartphone deletes the key store password
- Add contacts automatically when you add certificates or PGP keys to the key store
- Change the service that your smartphone uses to download certificates
- Turn off automatic backup and restore of key store data
- Change the refresh rate for certificate revocation lists
- Reject certificate revocation lists from unverified CRL servers
- Smart cards
- About using a smart card with your smartphone
- Turn on two-factor authentication
- Import a certificate from a smart card
- Lock your smartphone when you remove your smart card from your smart card reader
- About smart password entry
- Turn off smart password entry
- Turn off notification for smart card connections
- Prerequisites: Using authentication certificates
- Use a certificate to authenticate your smart card
- Check the status of your authentication certificate automatically
- Store the passphrase for your smart card on your smartphone
- VPN settings
- View IT policy rules that are set for your smartphone
- Verify security software manually
- Third-party application control
- About permissions and trust status for third-party applications
- Set permissions for a third-party application
- Reset connection permissions for third-party applications
- About direct Internet connections for third-party applications
- Set up a direct Internet connection for a third-party application
- Turn on safe mode
- Turn off a prompt for a third-party application connection
- Interaction permissions for third-party applications
- Data permissions for third-party applications
- Troubleshooting: Security
- How to: Security
- Service books and diagnostic reports
- Synchronization
- How to: Synchronization
- About synchronization and reconciliation
- Reconcile email over the wireless network manually
- Turn on or turn off wireless email reconciliation
- Delete email on your smartphone and in your email application on your computer
- Manage email reconciliation conflicts
- Synchronize organizer data over the wireless network
- Empty the deleted items folder on your computer from your smartphone
- About backing up and restoring smartphone data
- Troubleshooting: Synchronization
- How to: Synchronization
- Accessibility options
- How to: Accessibility
- Screen accessibility options
- Display closed captions in videos
- Change the display font
- Use grayscale or reverse contrast for the screen display
- BlackBerry Screen Reader
- About the BlackBerry Screen Reader
- Turn on or turn off the BlackBerry Screen Reader
- Change the settings for the BlackBerry Screen Reader
- BlackBerry Screen Reader settings
- Adjusting the display of home screen icons
- Set the trackpad sensitivity
- Turn on or turn off Key Describer mode
- Shortcuts: BlackBerry Screen Reader
- Tips: BlackBerry Screen Reader
- Audio and phone accessibility options
- Typing accessibility options
- Screen accessibility options
- How to: Accessibility
- Calculator
- Glossary
- Legal notice
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