Blackberry 8520 Diagnostic reports

Diagnostic reports

About diagnostic reports

Diagnostic reports provide wireless configuration and connection information for your BlackBerry® device. If you cannot connect to the wireless

network or access services such as email messaging, your wireless service provider or administrator might ask you to run and submit a diagnostic

report. Your wireless service provider or administrator can use the report to help you troubleshoot the problem.

Run a diagnostic report

1. On the Home screen or in a folder, click the Options icon.

2. Click Mobile Network.

3. Press the Menu key.

4. Click Diagnostics Test.

5. Press the Menu key.

6. Click Run.

View a diagnostic report

1. On the Home screen or in a folder, click the Options icon.

2. Click Mobile Network.

3. Press the Menu key.

4. Click Diagnostics Test.

5. Highlight a report.

6. Press the Menu key.

7. Click View Report.

Submit a diagnostic report

1. On the Home screen or in a folder, click the Options icon.

2. Click Mobile Network.

3. Press the Menu key.

4. Click Diagnostics Test.

5. Highlight a report.

6. Press the Menu key.

7. Click Email Report or PIN Report.

Delete a diagnostic report

1. On the Home screen or in a folder, click the Options icon.

User Guide Service books and diagnostic reports

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Contents

Main Page Contents Page Page Page Page Page Page Shortcuts BlackBerry basics shortcuts Phone shortcuts Message shortcuts Attachment shortcuts Camera and video camera shortcuts Media shortcuts Browser shortcuts Calendar shortcuts Typing shortcuts Search shortcuts Map shortcuts Page Phone Phone basics Find your phone number Make a call Answer a second call Page About using a headset Emergency calls About emergency calls Make an emergency call Volume Adjust the volume Change the default volume for calls Improve sound quality during a call Improve sound quality for all calls Voice mail Check your voice mail Change the voice mail access number Speed dial Set up speed dial for a contact Voice dialing Make a call using a voice command Dial an extension using a voice command Check a status using a voice command Change the voice dialing language Turn off choice lists for voice commands Turn off voice prompts Set playback options for voice dialing Set the matching sensitivity level for voice commands Conference calls About conference calls Make a conference call Create a phone number link for a conference call Speak privately with a contact during a conference call Disconnect a contact from a conference call Leave a conference call Call logs About call logs View call logs in the messages application Add notes to a call log Change call log notes Call waiting Turn on call waiting Call forwarding About call forwarding Forward calls Add a call forwarding phone number Change a call forwarding phone number Call blocking About call blocking Block calls Change the call blocking password Fixed dialing About fixed dialing Turn on fixed dialing Add a contact to your fixed dialing list Change a contact in your fixed dialing list Delete a contact from your fixed dialing list Smart dialing About smart dialing Set the default country code and area code Set options for dialing extensions TTY support About TTY support Turn on TTY support Multiple phone numbers About multiple phone numbers Phone options Turn on dialing from the Lock screen Sort phone numbers or contacts on the Phone screen Hide or display your phone number when you make calls Stop ending calls when you insert your device in the holster Answer calls automatically when you remove your device from the holster Reset a call timer Phone shortcuts Phone troubleshooting I cannot make or receive calls My phone number appears as Unknown in the phone application I cannot check my voice mail I cannot make calls using a voice command My device does not recognize names or numbers in voice commands I cannot make a conference call Messages Message basics Composing messages Save a draft of a message Set the importance level for a message Sending messages Send an email message Send a PIN message Send an SMS text message Send an MMS message Reply to a message Forward a message Resend a message Stop a message from sending Managing messages Open a message Save a message Search for text in a message, in an attachment, or on a web page Mark a message as opened or unopened Email messages Email message basics Send an email message Delete the original text from a reply message File an email message Add, change, or delete an email message folder Forward messages from a specific email message folder to your device Stop storing messages sent from your device on your computer Email message filters About email message filters Create an email message filter Create an email message filter based on a contact or subject Options for email message filters Turn on an email message filter Change an email message filter Prioritize email message filters Delete an email message filter Email message options Check spelling automatically before sending email messages Set an out-of-office reply Request delivery or read confirmation for email messages View email messages in plain text format Stop loading pictures in HTML email messages Hide filed email messages Receive only the first section of long email messages Change the email address that you use to send messages or meeting invitations Stop forwarding email messages to your device PIN messages About PIN messages Find your PIN Send a PIN message Set a high importance level for received PIN messages SMS text messages SMS text message basics About SMS text messages Find your SMS phone number Send an SMS text message Options for SMS text messages Turn off AutoText for SMS text messages View more of the history in SMS text messages Store SMS text messages on your SIM card Request delivery notification for all SMS text messages Cell broadcasting About cell broadcasting Turn on cell broadcasting Stop receiving messages from a cell broadcast channel Rename a cell broadcast channel MMS messages MMS message basics About MMS messages Find your MMS phone number Send an MMS message MMS message attachments Attach a media file to an MMS message Attach a contact or appointment to an MMS message Add an appointment to your calendar from an MMS message Add a contact to your contact list from an MMS message MMS message options Request delivery or read notification for an MMS message Request delivery notification or read notification for all MMS messages View the size of an MMS message before sending it Stop receiving MMS messages when roaming Message list options Turn off the prompt that appears when you mark messages as opened Set how long your device stores messages Use color to differentiate work messages from other messages Change how a message list displays messages About multiple message lists Use one message list or multiple message lists Hide the new or unopened message indicator Hide sent messages View call logs in the messages application Block incoming messages Allow messages from contacts in your contact list or allowed sender list Add a contact to your allowed sender list Reset a blocked message counter Message shortcuts S/MIME-protected messages S/MIME-protected message basics About signing and encrypting messages Sign or encrypt a message Encrypt a message with a pass phrase Attach a certificate to a message Download the certificate used to sign or encrypt a message Add a certificate from a message Add a certificate from an attachment S/MIME-protected message status Encryption status indicators Check the status of a certificate or certificate chain S/MIME-protected message options Change your signing or encryption certificate Change the default signing and encryption option About message classifications Change the default message classification Change the size of S/MIME indicators in messages Change the encryption algorithms for S/MIME-protected messages Request delivery notification for signed S/MIME-protected messages Turn off the prompt that appears before an S/MIME-protected message is truncated Turn off the prompt that appears when you use an S/MIME certificate that is not recommended for use S/MIME-protected message troubleshooting PGP protected messages PGP protected message basics About signing and encrypting messages Sign or encrypt a message Encrypt a PGP protected message with a pass phrase Attach a PGP key to a message Download the PGP key used to sign or encrypt a message Add a PGP key from a message Add a PGP key from an attachment PGP protected message status PGP protected message options Change your signing and encryption key Change options for downloading attachments in encrypted messages Change the default signing and encryption option About message classifications Change the default message classification Change the size of PGP indicators in messages Change the encryption algorithms for PGP protected messages PGP protected message troubleshooting Some signing and encryption options are not available on my device I cannot open an attachment in an encrypted message Message troubleshooting I cannot send messages I am not receiving messages I cannot file email messages I cannot send SMS text messages Page Email message filters are not working correctly I cannot turn on cell broadcasting I cannot attach a file to an MMS message I cannot use a shortcut to view one type of message in a message list Attachments Attachment basics About attachments Open an attachment Download an attachment Stop downloading an attachment Open a link in an attachment View properties for an attachment Set font options for an attachment Search for text in a message, in an attachment, or on a web page Documents Open a password-protected .pdf file View tracked changes in a document View the table of contents in a document Spreadsheets Page Media files Presentations vCard contact attachments Attachment shortcuts Attachment troubleshooting A skipped content bar appears in a document A message or attachment does not appear or is truncated A question mark appears on a slide Camera and video camera Take a picture Pan a picture Zoom in to or out from a picture Record a video Camera and video camera options Change the picture size Set picture quality Change the video size and format Change the location for storing pictures or videos Change options to compensate for different lighting conditions in pictures or videos Apply a color effect to pictures or videos Camera and video camera shortcuts Camera and video camera troubleshooting I cannot save pictures or videos The flash dims or turns off Some pictures that I take are blurry Media Transferring and downloading media files About transferring and synchronizing media files Transfer a file between your device and your computer using the Roxio Media Manager Transfer a file between your device and your computer in mass storage mode Save a song or video from a web page Receive a media file using Bluetooth technology Send a media file Download a ring tone Download a Home screen background Playing media files and recording voice notes Play a media file Play a media file on a web page Shuffle songs Page Improve sound quality for media files Keep backlighting on when you play a video About using a headset Managing media files Playlists About playlists Create a standard playlist Change a standard playlist Create an automatic playlist Repeat a playlist Rename a playlist Delete a playlist View properties for a media file Change the amount of memory available for media files Rename a media file Move a media file Delete a media file Viewing pictures View a picture Use a picture as the Home screen background View pictures as a slide show Change the number of seconds between slides in a slide show View pictures by name Zoom in to or out from a picture Pan a picture Rotate a picture Managing pictures Save a picture Sort pictures Hide album art from picture folders Rename a picture or picture folder Media card and mass storage mode options About media cards Format the device memory or a media card View the amount of available memory About file encryption Encrypt the files in the device memory and on a media card Turn off media card support Turn off mass storage mode Media shortcuts Media troubleshooting I cannot play a song or video on a web page I cannot open media files My device does not recognize my media card My device is not using the correct ring tone or wallpaper Page Browser Browser basics Browsing web pages Visit a web page Search the Internet Page Viewing, copying, and forwarding addresses Viewing pictures and playing media files Browser bookmarks About bookmarks for web pages Add a bookmark for a web page Change a bookmark for a web page Send a bookmark for a web page Delete a bookmark for a web page Add a bookmark folder for web pages File a bookmark for a web page Rename a bookmark folder for web pages Delete a bookmark folder for web pages Web feeds About web feeds Subscribe to a web feed View web feed content Listen to web feed content Mark a web feed title as opened or unopened Change a web feed File a web feed Delete a web feed Browser options Change the default browser view Change the home page or start page Change JavaScript options Change options for pictures and animation on web pages Change display options for web pages Change font options for web pages Set the character encoding for all web pages Receive a prompt before closing the browser or running a script Clear a browser cache Clear the browser history About browser configurations Set the default browser configuration Browser security About TLS About WTLS Manage browser security TLS options WTLS options Add a trusted content server Browser push About browser push Turn off browser push Browser push options Browser shortcuts Browser troubleshooting No browser is available on my device I cannot set up automatic synchronization for bookmarks Page Date, time, and alarm Set the date and time Get the date and time from the wireless network automatically Change what appears on the display when your device is charging Change the clock face Display a second time zone Turn on bedside clock mode Set options for bedside clock mode Turn on the alarm Silence the alarm Change alarm notification options Use the stopwatch Set the timer Change timer notification options Date, time, and alarm troubleshooting The time on my device is incorrect Personal organizer Contacts Contact basics Add a contact Add a contact from a message, call log, or web page Add a pause or a wait to a phone number View a contact Change a contact Delete a contact Search for contacts in your organization's address book Customizing contacts About custom ring tones Assign a ring tone to a contact Add a caller ID picture for a contact Change the caller ID picture for a contact Mailing lists About mailing lists Create a mailing list Change a mailing list View a mailing list Multiple contact lists About multiple contact lists Switch contact lists Change the default contact list Contact list options Sort contacts or tasks Change the display options for contacts View the number of contacts stored on your device Contact troubleshooting Calendar Calendar basics Schedule an appointment quickly in Day view Schedule a meeting Schedule an alarm Open an appointment, meeting, or alarm Delete an appointment, meeting, or alarm Switch days in Day view Meetings Schedule a meeting Respond to a meeting invitation View your calendar when responding to a meeting Check availability of meeting participants Change the list of participants for a meeting Send an email message to all meeting participants Contact a meeting participant Conference call meetings About conference calls Create a conference call meeting from your device Create a conference call meeting from your computer Enter a conference call meeting Calendar options Change the default calendar view Change the default reminder time for calendar entries Change the start and end time for days Change the snooze time for reminders Change the email address that you use to send messages or meeting invitations View tasks in a calendar Change the first day of the week Hide free time in Agenda view View more of the subject line for appointments in Agenda view Change how long your device stores calendar entries View the number of calendar entries stored in a calendar Multiple calendars About multiple calendars Switch calendars Use color to differentiate calendars Change the calendar that reminds you of appointments Calendar shortcuts Calendar troubleshooting Tasks Task basics Change a task Change the status of a task Hide completed tasks Send a task or memo Delete a task Task list options Sort contacts or tasks Change the snooze time for reminders View tasks in a calendar View the number of tasks or memos stored on your device Memos Memo basics Create a memo Change a memo Send a task or memo Memo list options View the number of tasks or memos stored on your device Categories About categories Create a category for contacts, tasks, or memos Categorize a contact, task, or memo Sort contacts, tasks, or memos by category Calculator Use the calculator Convert a measurement Notification profiles Notification basics About notification profiles Change your ring tone Switch notification profiles Change a notification profile Delete a notification profile Prevent notification during calls Silence your device Download a ring tone LED notification LED notification Turn off Bluetooth connection notification Turn on LED notification for wireless coverage Custom notification About custom notification Set custom notification for calls or messages from a specific contact Change the order of notification profile exceptions Change a notification profile exception Change the list of contacts for a notification profile exception Delete a notification profile exception About custom ring tones Notification profile troubleshooting My device is vibrating more times than expected I am not receiving notification for incoming calls or messages I cannot change some fields in a Calls From notification profile exception Typing Typing basics Cancel a text selection Set the cursor speed Set the default currency symbol Turn on key tones Use shortcut keys on the Home screen Typing input methods Switch typing input methods Change the typing input language Arabic and Russian typing input methods About typing in Arabic or Russian Spelling checker Check spelling Correct spelling while you type Correct spelling quickly while you type Check spelling automatically before sending email messages Change options for checking spelling Add a word to the custom dictionary Custom dictionary About the custom dictionary Add a word to the custom dictionary Change a word in the custom dictionary Delete a word from the custom dictionary Stop adding items to the custom dictionary automatically Stop displaying contacts in the list that appears when you type AutoText About AutoText Create an AutoText entry Turn off AutoText for SMS text messages Change an AutoText entry Typing shortcuts Typing troubleshooting I cannot check spelling Language Switch typing input methods Change the input options for SureType technology Change the voice dialing language Use a shortcut to switch typing input languages while you type Change the shortcut for switching typing input languages Turn off the shortcut for switching typing input languages Change the display options for contacts Page Display and keyboard Backlighting Display options Download a Home screen background Set owner information Change the display font About organizing applications Add an application folder Change an application folder Move an application icon Hide an application icon Delete an application folder Keyboard options Turn on key tones Turn off trackpad sounds Set the cursor speed Assign an application to a Convenience key Themes About themes Switch themes Delete a theme Accessibility options Display troubleshooting Search Messages, attachments, and web pages Search for messages Search criteria Manage message search results Search for messages by contact or subject Search for text in a message, in an attachment, or on a web page View a list of saved searches Change a saved search Delete a saved search Organizer data Search for organizer data Search for contacts in your organization's address book Manage contact lookup results Page Synchronization About synchronization Reconcile email messages over the wireless network Delete email messages over the wireless network Prerequisites: Synchronizing organizer data over the wireless network Synchronize organizer data over the wireless network About synchronization conflicts Manage email reconciliation conflicts Manage data synchronization conflicts About backing up and restoring device data Prerequisites: Restoring data over the wireless network Delete all device data Empty the deleted items folder on your computer from your device Synchronization troubleshooting Email messages are not reconciling over the wireless network I am not receiving email messages from personal folders on my computer Email messages are not being deleted over the wireless network Organizer data is not synchronizing over the wireless network Custom contact list field data is not appearing on my computer Some characters in calendar entries do not appear correctly after synchronization Bluetooth technology Bluetooth technology basics About Bluetooth technology Turn on Bluetooth technology Pair with a Bluetooth enabled device Connect to a paired Bluetooth enabled device Switch to a paired Bluetooth enabled device during a call Share contacts with a paired Bluetooth enabled car kit Receive a media file using Bluetooth technology Send a media file Rename a paired Bluetooth enabled device Delete a paired Bluetooth enabled device Bluetooth technology options Prevent your device from sharing contacts with Bluetooth enabled devices Restrict outgoing calls Make your BlackBerry device discoverable Change the pairing name for your BlackBerry device Turn off Bluetooth connection notification Turn off the prompt that appears when connecting or pairing Turn off a Bluetooth profile Bluetooth profiles Encrypt data that you send or receive using Bluetooth technology Turn off automatic reconnection to Bluetooth enabled devices Bluetooth technology troubleshooting I cannot type a passkey on a Bluetooth enabled device My list of paired Bluetooth enabled devices does not appear I cannot pair with a Bluetooth enabled device I cannot share contacts with a paired Bluetooth enabled device GPS technology About GPS technology Get your GPS location Turn off location aiding GPS technology troubleshooting I cannot use GPS technology Maps Map basics Get directions View directions as a route on a map Send a route or a map View a list of points of interest near a location View points of interest on a map Track your movement Show or hide a layer on a map Navigation Maps bookmarks Change a bookmark for a location or route Delete a bookmark for a location or route Add a bookmark folder for locations or routes File a bookmark for a location or route Map options Set the GPS receiver that you use to track your movement Clear the map cache View status information at the top of a map View north at the top of a map Hide the tracking information at the bottom of a map Keep backlighting on when you track your movement Geotag pictures that you take View a geotagged picture on a map Map shortcuts Maps troubleshooting Diagonal lines appear on a map BlackBerry Messenger Contacts Add a contact Turn on invitation passwords Respond to an invitation Groups Add a group Move a contact to a different group Rename a group Delete a group Conversations Start a conversation Open a conversation Page Page Availability Page Applications Switch applications Add an application View properties for an application Delete a third-party application Receive a device password prompt before you add an application View the size of an application database About updating the BlackBerry Device Software Page Application troubleshooting Wireless network coverage Find information about wireless coverage indicators Turn off a wireless connection About wireless coverage indicators Network connection indicators Turn on LED notification for wireless coverage About the preferred wireless network list Add a wireless network to the preferred wireless network list Change the order of preferred wireless networks Delete a wireless network from the preferred wireless network list Turn off data service or set data service options when roaming About roaming and international roaming Switch wireless networks manually Verify the status of network connections and services Wi-Fi technology About connecting to a Wi-Fi network Connect to a Wi-Fi network About Wi-Fi profiles Security options for Wi-Fi profiles Change the order of Wi-Fi profiles Switch Wi-Fi networks manually Prevent your device from connecting to a Wi-Fi network Delete a Wi-Fi profile Install a root certificate on your computer Advanced Wi-Fi connection settings Change a Wi-Fi profile Wi-Fi profile connection options Security options for Wi-Fi profiles Wi-Fi profile IP and DNS options UMA connection settings About connecting to a Wi-Fi network for UMA Change your preferred network type Wireless network coverage troubleshooting I cannot connect to a wireless network I cannot connect to a Wi-Fi network I cannot synchronize a certificate Power, battery, and memory Format the device memory or a media card View the amount of available memory Best practice: Optimizing your device performance Page SIM card About the SIM card phone book Add a contact to your SIM card Copy contacts from your SIM card to your contact list Copy a contact from your contact list to your SIM card Change a SIM card contact Delete a SIM card contact Store SMS text messages on your SIM card About SIM card security Protect your SIM card with a PIN code Change the SIM card PIN code Change the display name for a phone number Security Security basics Set a limit for device password attempts Password keeper About the password keeper Add a password to the password keeper Generate a random password Set criteria for randomly generated passwords View a password in the password keeper Change a password in the password keeper Hide passwords in the password keeper Delete a password from the password keeper Change the password keeper password Copy a password Prevent password copying Set a limit for password attempts in the password keeper Encryption About file encryption Encrypt the files in the device memory and on a media card About content protection Protect your device data Set content protection strength About encryption keys Generate an encryption key About content compression Memory cleaning About memory cleaning Turn on memory cleaning Change when your device deletes sensitive data from the temporary device memory Delete sensitive application data from the temporary device memory Certificates Certificate basics Download a certificate from an LDAP certificate server View properties for a certificate Certificate properties View one type of certificate in the certificate list Send a certificate Delete a certificate View the certificate chain for a certificate Certificate status Certificate status indicators Check the revocation status of a certificate or certificate chain Change the trust status of a certificate Revoke a certificate Certificate revocation reasons Certificate options Change the display name for a certificate Add an email address to a certificate Turn off the display name prompt that appears when you add a certificate to the key store Turn off the fetch status prompt that appears when you add a certificate to the key store PGP keys PGP key basics Download a PGP key from an LDAP certificate server Download a personal PGP key from the PGP Universal Server Download an updated PGP key from an LDAP certificate server View properties for a PGP key PGP key properties Send a PGP key Delete a PGP key Clear the PGP data cache PGP key status PGP key status indicators Check the revocation status of a PGP key Change the trust status of a PGP key Revoke a PGP key PGP key revocation reasons PGP key options Change the display name for a PGP key Turn off the display name prompt that appears when you add a PGP key to the key store Turn off the fetch status prompt that appears when you add a PGP key to the key store PGP key shortcuts PGP key troubleshooting I cannot download a PGP key from an LDAP certificate server Certificate servers Add a certificate server Change connection information for a certificate server Connection options for LDAP certificate servers Connection options for OCSP and CRL servers Send connection information for a certificate server Delete a certificate server Key stores About the key store Change the key store password Synchronize the key store password with the device password Change when your device deletes the key store password Add contacts to your contact list automatically when you add items to the key store Change the service that your device uses to download certificates Turn off automatic backup of key store data Change the refresh rate for certificate revocation lists Reject certificate revocation lists from unverified CRL servers Smart cards About using a smart card with your device About two-factor authentication Turn on two-factor authentication Import a certificate from a smart card Lock your device when you remove your smart card from your smart card reader About smart password entry Turn off smart password entry Switch smart password filters Prerequisites: Using authentication certificates Use a certificate to authenticate your smart card Check the status of your authentication certificate automatically Store the pass phrase for your smart card in the application memory Turn off notification for smart card connections Software tokens About software tokens Change the PIN for a software token on your device VPN settings About VPN profiles About security self-tests Verify security software Third-party application control About permissions for third-party applications Reset connection permissions for third-party applications About direct Internet connections for third-party applications Turn on safe mode Set permissions for a third-party application Connection permissions for third-party applications Interaction permissions for third-party applications Data permissions for third-party applications Security troubleshooting I cannot download a certificate I cannot unlock my device using my smart card I cannot connect to a Wi-Fi network or log in to a VPN using a software token Page Service books and diagnostic reports Service books About service books Accept a service book Delete a service book Diagnostic reports About diagnostic reports Run a diagnostic report View a diagnostic report Submit a diagnostic report Wi-Fi diagnostic reports About Wi-Fi diagnostic reports Submit a Wi-Fi diagnostic report Include advanced data in Wi-Fi diagnostic reports Set a default recipient for Wi-Fi diagnostic reports Page BrickBreaker About BrickBreaker BrickBreaker capsules BrickBreaker scoring Play BrickBreaker Adjust the volume Set the paddle speed Page Glossary Page Page Page Legal notice