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FAQ - Desktop Redirector

You can either click on a question to take you directly to the answer or scroll through to read all of them.
1. My email is not being forwarded to my handheld. Why?
2. How do I check if the BlackBerry Desktop Redirector is running?
3. The BlackBerry Desktop Redirector displays "No PIN". How can I correct this?
4. The message "PIN Not Registered" appears in my BlackBerry Desktop Redirector. What should I do?

1. My email is not being forwarded to my handheld. Why?

There are several reasons why email may not be forwarded to your handheld:
bulletIs you PC turned on? If your PC is not on, the BlackBerry Desktop Redirector cannot run and no messages will be forwarded to your handheld. Your desktop computer must be on any time you want to receive messages on your handheld.
bulletIs the BlackBerry Desktop Redirector running? If the BlackBerry Desktop Redirector is not running, no E-mail messages will be forwarded to your handheld. Look for the BlackBerry Desktop Redirector icon in the Windows System Tray on your PC. If it is there, the BlackBerry Desktop Redirector is running. If it is not there, open the BlackBerry Desktop Redirector by selecting Redirector from the BlackBerry program group under Program Files in the Windows Start menu.
bulletIs your handheld in the cradle connected to your PC? If you have the handheld in the cradle and you selected the option not to forward messages when the handheld is in the cradle, you will not receive any messages on your handheld. Take the handheld out of the cradle to find out if the messages are forwarding properly.
bulletHave you created Microsoft Exchange Inbox assistant rules? If you have set up Inbox Assistant rules that move new messages from the inbox to another folder, they will not be forwarded to your handheld because the Inbox assistant moves them before the BlackBerry Desktop Redirector can forward them. Once you delete the Inbox assistant rule, new messages should forward to your handheld. See your Microsoft Exchange documentation for more information on the Inbox assistant.
bulletHave you set filter rules? If you have added some filters in the Redirector Configuration settings, you may have instructed BlackBerry Desktop Software to send only certain messages to your handheld. Check the filters to make sure the messages you want to receive are being forwarded. Back to top

 

2. How do I check if the BlackBerry Desktop Redirector is running?

If the BlackBerry Desktop Redirector is running, the BlackBerry Desktop Redirector icon appears in the Windows System Tray in the bottom right corner of your Windows desktop. To verify that it is running, double-click on that icon to open the BlackBerry Desktop Redirector dialog box. The BlackBerry Desktop Redirector includes online help; to learn more about the fields in the dialog box, click the Help button.

If the BlackBerry Desktop Redirector icon does not appear in the Windows System Tray, launch the program by selecting Redirector from the BlackBerry program group under Program Files in the Start menu. Back to top

3. The BlackBerry Desktop Redirector displays "No PIN". How can I correct this?

Either your handheld is not registered on the wireless network or you may have been added incorrectly to the BlackBerry Enterprise Server.

To register with the wireless network:

  1. In the Home screen, scroll to Options > Network Settings and click.
  2. Confirm that the settings are correct and that the Radio field reads On. If the Radio field reads Off, press the SPACE key to change the field to On.
  3. Click the trackwheel to view the menu and select Register Now. You should receive a confirmation response from the wireless network in the Messages screen stating that the handheld has been registered.

    If you didn't receive a confirmation message you may not be in coverage. Ensure that you are in an area of sufficient coverage for receiving email messages. Check the coverage map on the BlackBerry web site.

If this does not correct the problem, contact your system administrator to confirm you have been properly added to the BlackBerry Enterprise Server. Back to top

4. The message "PIN Not Registered" appears in my BlackBerry Desktop Redirector. What should I do?

This error occurs when an encryption key has not been generated. Encryption keys can be manually or automatically generated. For maximum security, new keys should be generated every two to four weeks. If you choose to generate a key automatically, you are reminded after 31 days to generate a new key when you connect your handheld to your PC with the desktop software running.

To generate an encryption key automatically:

  1. Connect your handheld to your PC and open the Redirector Settings tool in the desktop software. Select the Security tab and select Generate keys manually. Click Apply.
  2. The following message appears: "The current encryption key is out of date. A new one will have to be generated."
  3. Click OK. The Generating New Key dialog box appears with instructions to move your PC's mouse in a random motion to generate a key.
  4. Click Apply. Then click OK to return to the desktop software.
  5. Once you have generated the encryption key, synchronize your handheld with the desktop software. Back to top

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