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Table 1: Troubleshooting Tips
Problem Solutions
The email address you have entered has not been
recognized.
Retry entering the email address. If the message
persists, the user may not have the right type of
email account or is using an unknown ISP.
The password you have entered is incorrect or
does not match the email address.
Retry entering the password.
The mobile number you have entered has not
been recognized.
Retry entering the number. If the problem persists,
the number may not be set up for the service.
Unable to establish connection to MyMail server
(or the Internet).
Check settings and try again.
Body text could not be retrieved. There is
insufficient free space on your device.
Free some memory on the device and retry.
Unknown file format. The attachment type is not recognized by the
device. If possible, download the appropriate
application to the device for the file type.
The message no longer exists on the server. An attempt is made to perform an operation on an
email that no longer exists. The message cannot
be retrieved.
Your account has been disabled. Contact your
administrator.
A connection is made, but the account was
disabled by the system administrator. Contact the
administrator to enable the account.
Invalid request. Try again. If the problem persists, contact your
system administrator.
Account locked. Contact your system administrator.
Service not available. You may be out of range. If the problem persists
while in range, contact your system administrator.
Account suspended. The service period or trial period may have
expired, or there may be payment due. Contact
your system administrator.
Upgrade required. Upgrade the device client. If the problem persists,
contact your system administrator.
Account data has been erased. Contact your system administrator.
Payment required. Contact your system administrator.
NOTE: If you are unable to send or receive email from the device, verify your PC is turned on, and your
Desktop Assistant is connected to the server.