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Chapter 11: Troubleshooting
234 BlackBerry Wireless Handheld
•
Is your handheld in the cradle and is it connected to your computer with the desktop
software running? If your handheld is in the cradle with the desktop software running, and
you have selected the option to not forward messages when yourhandheld is in the cradle to
the computer, you do not receive messages on your handheld. Remove your handheld from
the cradle 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, there are certain cases in which 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 low wireless coverage and you read a message on your desktop,
before it is processed by the BlackBerry Enterprise Server, the server might not recognize the
message as unread. Therefore, it is not forwarded to your handheld.
• Have you selected from which folders you want to receive email messages? Check the
Advanced tab of the Redirector Settings tool and verify that you have selected the folders
Microsoft
Exchange
Is your computer turned on? If you are a Microsoft Exchange user and are using
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, click Start on the Windows taskbar 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 you have specific email redirection 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.