[Sherrera]

Good Morning all,
I have a user with a BB Storm that is activated on our BES. His BES email is working just fine, however he also has an internet email account setup that up until recently was working. However now when he trys to setup internet email he gets an error to contact the System administrator. I haven't found anything online yet about this issue, so forgive me if this is a known problem. Any ideas?

BES 4.1.6
Exchange 2003
BB 9500 Storm

[jsconyers]

Has any IT policy preventing BIS accounts been pushed to his device?

Is he doing this from the device, or from the BIS website?

[fbrimm]

Sherra,

Has the user tried resending the service books for the internet email accounts? To do so, click on Setup->Email Settings. It should display a list of internet email accounts they have. Click on one of the accounts, click the menu key and click on Service Books (follow the prompts to have them resent).

My mailboxes disappeared from the desktop and I was unable to send internet email (was still able to receive). Once I resent the service books everything has been fine.

Also might want to call the carrier and have them verify the account still has BIS set up on it. Might even suggest they remove and re-add the BIS provisioning.

fbrimm

[Sherrera]

Great, thanks for the Advice I will give it a try and report back with the results.

[Sherrera]

Originally Posted by jsconyers

Has any IT policy preventing BIS accounts been pushed to his device?

Is he doing this from the device, or from the BIS website?

I double checked and we have not added any policy as of yet.
He is trying to do this from the unit itself.

[funkyp56]

Did he try this link?
https://bis.na.blackberry.com/html?brand=vzw

[Sherrera]

To update this issue, I resent the service book but it changed nothing. I did notice that when I would try setup/email sittings he started to recieve "account suspended please contact system administrator" I contacted Verizon tech support and they did something that made the mailbox start working, however it still gives me the account is suspened error when I go into Setup/email settings. The tech said that i shouldnt use it and to use the web instead.

[usererror]

Not sure it'll help, but I have had this happen to other users and I had to call Alltel and specifically state "Is the blackberry setup for BOTH BES and BIS access" some were and some were not on our accounts. That fixed my issue with that.

[Sherrera]

Thanks, I'll give them a call and double check that.