You can either click on a question to take you directly to the answer or scroll through to read all of them.

1.	I selected More from the open message menu on my handheld and an error message appeared saying "Could not receive 'More': original message was deleted".
2.	I received notification that a message arrived, then an error message appeared saying "Decryption failure: please connect handheld to your PC".
3.	I received a message on my handheld and selected one of the following from the menu: More, Forward, or Reply. The message now has an X beside it on the Messages screen, and when I open it and scroll to the top, the Message Status field reads "Desktop couldn't find the original message: if forwarding or replying please try again".
4.	I have the notification option set to beep me when new messages arrive, but I'm not receiving notification.
5.	I was notified of new messages while my handheld was in the holster, but the Home screen doesn't indicate any new messages and the Messages screen shows that all messages have been read. What happened?
6.	I tried to receive a message on my handheld and/or send a message, but it didn't work. I received an error message saying "Please connect the handheld to your PC".
7.	I just received a long message and selected More from the menu. I haven't received the rest of the message and an error appeared saying "Please repeat your last 'More' request".
8.	I received a long message on my handheld and selected More from the menu. Now the message has an X beside it on the Messages screen, and I haven't received the rest of the message. When I open the message and scroll to the top, the Message Status field reads "Request for 'More' failed".
9.	A message I received on my handheld has an X beside it on the Messages screen. What does that mean and what should I do about it?
10.	I've been receiving lots of messages one after the other. The last message has an X beside it on the Messages screen, and when I open it and scroll to the top, the Message Status field reads "Handheld message packet queue full".
11.	The message "Cannot receive message from service" appears. What should I do?

1. I selected More from the open message menu on my handheld and an error message appeared saying "Could not receive 'More': original message was deleted".

The handheld requires the original message to be in the Messages or Saved Messages screen when it receives the rest of the message. The entire message is still located in your PC application's inbox. Back to top

2. I received notification that a message arrived, then an error message appeared saying "Decryption failure: please connect handheld to your PC". I have recently manually updated the encryption key in Redirector Configuration.

If you receive this message, your handheld has a different encryption key from your desktop PC. You cannot send or receive messages until you connect your handheld to your PC, launch BlackBerry Desktop Manager, and update the key encryption. Back to top

3. I received a message on my handheld and selected one of the following from the menu: More, Forward, or Reply. The message now has an X beside it on the Messages screen, and when I open it and scroll to the top, the Message Status field reads "Desktop couldn't find the original message: if forwarding or replying please try again". I deleted or moved the original message from my inbox after I received it on my handheld.

This message indicates that the original message that was forwarded to your handheld is no longer on your desktop. The message has either been deleted from your desktop or moved into another folder.

	If you are forwarding a message received on your handheld, forward it again.
	If you are replying to a message received on your handheld, reply again.
	If you are requesting More of a message, you will not be able to access any more data.
	If the message has been moved to another folder, you will be able to read it on your PC. Back to top

4. I have the notification option set to beep me when new messages arrive, but I'm not receiving notification.

Ensure that the volume setting of the notification option is set to Low, Medium, or High, rather than Off. If the volume is set to Off, you won't receive notification of new messages.

If you are having trouble hearing the notification, increase the volume. You could also try increasing the number of beeps to make sure it gets your attention. Setting the notification to vibrate or beep and vibrate may also help. Back to top

5. I was notified of new messages while my handheld was in the holster, but the Home screen doesn't indicate any new messages and the Messages screen shows that all messages have been read. What happened?

If you removed the handheld from the holster briefly to stop the notification, a new message may become marked as read. When you remove the handheld from the holster because you are notified of a new message, the new message displays on the screen. When you return the handheld to the holster, the message closes. Even if you didn't actually read the message, the handheld thinks you did because you took the handheld out of the holster.

To read your new messages, open the most recently received messages in the Messages screen.

If you don't want to receive notification of messages when you handheld is in the holster, you can turn off the notification option. Back to top

6. I tried to receive a message on my handheld and/or send a message, but it didn't work. I received an error message saying "Please connect the handheld to your PC". I just received this handheld.

If you receive this message, your handheld has a different encryption key from your desktop PC. You cannot send or receive messages until you connect your handheld to your PC, launch BlackBerry Desktop Manager, and update the key encryption. Back to top

7. I just received a long message and selected More from the menu. I haven't received the rest of the message and an error appeared saying "Please repeat your last 'More' request". I have lots of messages saved to my handheld, and lots of address entries as well.

The handheld has received more of a message but cannot save the data into the associated message because your handheld has insufficient file space to save the message. You can check how much free space is on your handheld by selecting Status from the Options function. The File Free: field should indicate at least 64 000 bytes. If you have less than that, delete old messages, tasks, or appointments. Back to top

8. I received a long message on my handheld and selected More from the menu. Now the message has an X beside it on the Messages screen, and I haven't received the rest of the message. When I open the message and scroll to the top, the Message Status field reads "Request for 'More' failed".

This error message usually indicates that more of that particular message cannot be obtained. Try requesting More again. If that does not work, the entire message is still saved in your PC's email application. Back to top

9. A message I sent or received on my handheld has an X beside it on the Messages screen. What does that mean and what should I do about it?

When a received message has an X beside it, you requested More but there was a problem retrieving more information.

When a message you sent from your handheld has an X beside it, some problem prevented the message from sending properly.

In either case, you can find out what specifically went wrong by opening the message and scrolling to the top. The Message Status field will say what went wrong. Check the FAQ for that message for more information. Back to top

10. I've been sending or receiving lots of messages one after the other. The last message has an X beside it on the Messages screen, and when I open it and scroll to the top, the Message Status field reads "Handheld message packet queue full". The messages are really short and I can type very quickly.

This message indicates that the queue of messages waiting to be transmitted is too long. Wait until a couple of messages are successfully sent to the network before sending the next ones. Back to top

11. The message "Cannot receive message from service" appears. What should I do?

1. Place the handheld in the cradle and backup your handheld's data. Then run the Application Loader. In the Existing Data Preservation window select the Erase existing handheld application data check box and the Erase existing handheld applications check box before loading the new applications onto your handheld.
2. After you have successfully loaded your Applications, generate a new encryption key from the Redirector Settings tool. Synchronize your handheld with the desktop software. Back to top