Troubleshooting
Handheld User Guide 267
happened. Refer to "Handheld error messages" on page 269 for more information on the error
messages that appear in the Message Status field.
I have integrated my desktop software with an enterprise email account, but my
email messages are not forwarded to my handheld. What should I do?
Email messages might not be forwarded to your handheld for several reasons:
• Is your handheld connected to your computer with the desktop software running? If your
handheld is connected to the computer with the desktop software running, and you have
selected the option to not forward messages when your handheld connected to the computer,
you do not receive messages on your handheld. Unplug the handheld from the USB cable to
determine whether messages are forwarding properly.
• Have you set Redirector Settings filter rules? If you have enabled filters in the Redirector
Settings tool, you might have instructed the desktop software to send only certain messages
to your handheld. Check the filters to verify that the messages that you want to receive are
being forwarded.
• Have you set the order of the filters? If a new Redirector Settings filter applies to a subset of
the messages of an existing filter, the new filter should appear at the top of the list.
• Have you selected the “Forward messages to my handheld” check box? Check the settings
on the General tab and verify that the Forward messages to my handheld check box is
selected. Check the settings on the Advanced tab and verify that you have selected the proper
folders from which email should be redirected. If you are using the BlackBerry Enterprise Server
to forward your email messages, messages might not be forwarded to your handheld if they
are read on your desktop before being processed by the server. If you are in an area of
insufficient wireless coverage and you read a message on your desktop, before it is processed
Microsoft
Exchange
Is your computer turned on? If you are a Microsoft Exchange user and you use
the BlackBerry Desktop Redirector and your computer is turned off, messages are
not forwarded to your handheld. Your computer must be turned on any time that
you want to receive messages on your handheld.
Is the BlackBerry Desktop Redirector running? If you are a Microsoft Exchange
user and you are using the desktop redirector to forward your email messages
and it is not running, messages are not forwarded to your handheld. If your
company uses the BlackBerry Enterprise Server to forward your email messages,
you do not need to have the desktop redirector running. Look for the Desktop
Redirector icon in the right corner of your Windows taskbar. If it appears, the
desktop redirector is running. If it does not appear, on the Windows taskbar, click
Start and select Programs > BlackBerry > BlackBerry Desktop Redirector.
Microsoft
Exchange
Have you created Microsoft Exchange Inbox Assistant rules? If you are a
Microsoft Exchange user and you have set up Inbox Assistant rules that move new
messages from the Inbox to another folder, new messages are not forwarded to
your handheld unless email is specifically redirected from that folder. If you have
not specified email redirection from specific folders, the Inbox Assistant moves
the message before the message can be forwarded. Either delete the Inbox
Assistant rule or change the folder redirection settings to forward messages to
your handheld.
