Troubleshooting
Handheld User Guide 265
Messages
What is a PIN?
A PIN is a personal identification number. Each handheld has a unique address that is similar to a
phone number. PINs are up to eight digits long and cannot be modified or altered.
To find the PIN for your handheld, on the Home screen, click the Options icon, and then click
Status.
I sent a message and an X icon appears where the check mark usually appears. What
should I do?
When an X appears beside a message that you sent from your handheld, a problem prevented
the message from being sent properly. You can find out specifically what went wrong by opening
the message and scrolling to the top of it. The Message Status field specifies the problem.
Refer to "Message status field error messages" on page 278 for more information.
Why am I not notified when new messages arrive?
Verify that the volume setting for the Messages item of your current notification profile is set to
Low, Medium, High, or Escalating instead of Mute. If the volume is set to Mute, you do not
receive notification of new messages. If you are having difficulty hearing the notification,
increase the volume or the number of beeps. Refer to "Customizing notification profiles" on page
238 for more information on changing your notification profile settings.
Why are email messages arriving at my handheld in an “Unknown” folder?
You must synchronize your email messages using the Intellisync tool to transfer folders to your
handheld that you created on your desktop. Refer to the “Reconciling email” topic of the
Intellisync Online Help
for more information. After you perform the email reconciliation, your
handheld recognizes the new folder and any email messages that are redirected from that
desktop folder on your desktop are transferred into the proper folder on your handheld.
If you have enabled wireless email reconciliation, your handheld recognizes when new folders
are created on your desktop. Refer to "Using wireless email reconciliation" on page 90 for more
information.
Why are new email messages on my handheld being marked as read?
If you briefly remove your handheld from the holster to stop notification, a new message might
be marked as read. If you remove your handheld from the holster when you are notified of a new
message, the new message is displayed on the screen. When you return your handheld to the
holster, the message closes. Even if you did not read the message, your handheld might mark the
message as read.
If your handheld is enabled for wireless email reconciliation on BlackBerry Enterprise Server
version 3.6 or later for Microsoft Exchange, your handheld recognizes when messages have been
