Troubleshooting BlackBerry Hub | Blackberry Q5 specification

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Troubleshooting: BlackBerry Hub

Troubleshooting wizard: I'm having problems using email

The troubleshooting wizard guides you through a series of questions and tasks that are intended to help you solve your email issue.

Start the troubleshooting wizard http://docs.blackberry.com/troubleshooting/email/en Note: This troubleshooting wizard is available in English only.

I'm not receiving messages

Try the following:

•If you recently changed an account password, make sure that you update the password in the Accounts settings on

your BlackBerry device. On the home screen, swipe down from the top of the screen. Tap Settings > Accounts. Tap an account. Make your changes. Tap Save.

•Check your network connection settings to make sure that your device is connected to a Wi-Fi or mobile network. If you're not in a wireless coverage area, you should receive messages when you return to a wireless coverage area.

•If you're connected to a mobile network, check that data services are turned on. On the home screen, swipe down from

the top of the screen. Tap Settings > Network Connections > Mobile Network. Make sure the Data Services switch is set to On.

I can only see email for the last 30 days

For some types of email accounts, the default timeframe that your BlackBerry device initially syncs email is 30 days in the

past. To change this setting, on the home screen, swipe down from the top of the screen. Tap Settings > Accounts. Tap the email account. In the Sync Timeframe drop-down list, tap an option. Tap Save.

I can't find my work email in the BlackBerry Hub

If you added a work account to your BlackBerry device, your administrator might have turned on a policy that separates the BlackBerry Hub into a work view, which contains your messages and notifications for only your work account, and a personal view, which contains your messages and notifications for only your personal accounts.

To see the work view, in the BlackBerry Hub, tap > Switch To Work.

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Blackberry Q5 manual Troubleshooting BlackBerry Hub, Troubleshooting wizard Im having problems using email

Contents

User Guide Published 2013-09-18 SWD-20130918124012688 Contents 148 265 Introducing BlackBerry 10 OS version Getting to know your deviceNew in this release BlackBerry Story Maker Introducing BlackBerry 10 new apps and features BlackBerry Keyboard Camera and Time Shift mode Share, stream, or display your media files Many apps, you can tap Whats different about BlackBerry 10?How do I get back to the home screen? How do I get to the menu? How do I change my settings and options? Where is my email or other messages? Where are my ring tones and notification profiles? Where are my apps?Where are my tasks, memos, and voice notes? Tap Settings Notifications Where do I find my files? Where can I find my device info and passwords?What is BlackBerry Link? How do I search? Home screen, keys, and icons Your device at a glance Home screen at a glance Application icons ContactsBrowser Calendar BlackBerry World RememberDocs To Go Pictures Settings SetupYouTube Voice Control Inserting the SIM card and media card Insert the SIM card Setup and activationNotification icons Insert a media card Set up your device Set up email or other types of accounts on your device Power and charging Make note of your usernames and passwordsUpdate BBM What if I have contacts on my SIM card? Charge your device Put your device in standby modeRestart or reset your device Lock your screen Using the touch screenTips Charging your device Scroll and move between items Use a slider Select items Zoom in to or zoom out from the screen Move items from one place to another Minimize apps and show your Active Frames View the Hub Show the menus Navigating within an Android app Personalizing your device Download and buy apps, games, music, and videosMove an app around the home screen Change your ring tone, sounds, or alerts Where do I find customer support? Set an alarmSet a picture as your wallpaper Bookmark a favorite webpage How To demo videos Tutorial Searching the Help app on a BlackBerry 10 deviceOverview Video Getting around the BlackBerry interface Video Keyboard and typing basics Video Personalize your device Video Transferring data to your new device SetupVideo Setting up accounts Video Bluetooth and Wi-Fi connections ConnectionsVideo Near Field Communication NFC Video Connect to your computer with BlackBerry Link Video Organizing tasks and notes with BlackBerry Remember AppsVideo Browser basics Video Get Started with BBM Video BBM Video chat with Screen Share Video Taking pictures using the Time Shift mode MediaVideo Edit a picture Video Media sharing Video Creating stories with BlackBerry Story Maker Device SwitchBefore you switch devices Make note of your usernames and passwords Click Using a Media Card Save Data Backing up and switching devicesTransfer data from a BlackBerry 7 device using a media card After you switch devices Transfer data to a new device using BlackBerry ProtectTap Restore Transfer data from an iPhone or Android device Restoring BBM Transfer passwords to Password KeeperTap Settings Import Passwords Troubleshooting Device Switch Tips after switching devicesCant switch my SIM card to my new BlackBerry 10 device How do I reset my lost or forgotten BlackBerry ID password? Cant transfer items using my media card DisplayChange your backlighting Change your font size Change your devices regional settings Tap Settings Language and InputSet a picture as your wallpaper Change your display language Lock your work space Lock your device with a passwordTurn on rotation lock Change your search settings SearchTake a screen shot of your device Search your device Do more with your search results Make a call PhonePhone at a glance Making and receiving calls Call a recent number or speed dial contact Call someone from your contact listAnswer or dismiss a call Use Reply Now to send a message to a caller Start a conference call Answer a second call while already on a callMake another call while already on a call Remove people from a conference call Automatically answer or end a call using a case or holster Automatically answer a call when a headset is connectedAnswering calls automatically Move a call from your headset to your device Move a call to BBM Video Add a contact or number to your speed dial listAdd a contact to your keyboard speed dial list Delete a contact or number from your speed dial list Set up your voice mail Set up call forwardingCall waiting, call forwarding, and call blocking Turn on or turn off call waiting Adjust the bass and treble of your calls Set up smart dialingPhone options Block calls Turn on the Reply Now feature Set up your fixed dialing numbersTurn on Priority Calling Tap Smart Dialing Visual Voice Mail Checking your voice mail from your BlackBerry deviceView your call summary Listen to a voice mail message Change your voice mail password Forward a voice mail messageSave a voice mail message Change your voice mail greeting BBM Video BBM Video at a glance Start a BBM Video chatDeactivate voice mail on your device Tap Deactivate Switch cameras or share your screen Mute your microphone in a BBM Video chatMove your video thumbnail around the screen Accept or decline a BBM Video chat or BBM Voice chat Ring tones, sounds, and alerts Move your BBM Video chat to an external displayBBM Video options Change your ring tone, sounds, or alerts Turn off the Instant Previews feature View and respond to Instant Preview notificationsSet a custom ring tone for a contact Turn off all ring tones and sounds Turn off the Lock Screen Preview feature Lock Screen Preview notificationsRespond directly to an Instant Preview notification View a Lock Screen Preview notification My device doesnt display Lock Screen Preview notifications Troubleshooting Ring tones, sounds, and alertsMy device doesnt display Instant Preview notifications BlackBerry Hub Staying connected with the BlackBerry Hub A message BlackBerry Hub at a glance Shortcuts BlackBerry HubList of messages Setting up and managing accounts On the Add Account screen, tap Email, Calendar and Contacts Add a personal email accountAdd a social networking or Evernote account Add a BlackBerry email account On the Add Account screen, tap Work Account Add an Imap or POP email account Add a CalDAV or CardDAV account Remove an account from your device Change account settingsTap Settings Accounts BlackBerry Hub message list icons Cant add a second social networking account Viewing and searching messages Navigate your list of messages and notifications View messages by account or message type View filed emailSearch for a message Viewing important messages with the BlackBerry Priority Hub Set the View Only Priority Messages switch to On View only your priority messagesChange the types of messages that are marked as priority Turn off the BlackBerry Priority Hub Share or save your attachments Send email and messages from the BlackBerry HubSort attachments Reply to or forward an email Attach a file to an email or text messageAdd a BCC recipient to an email Change text formatting in an email Managing messages Keep all email from a folder on your device Flag a messageMark a message as read or unread Download or share a picture from an email Set up S/MIME-protected messaging Securing your emailTurn on IBM Notes email encryption on your device Tap Secure Email Sign or encrypt a message Secure email icons Tips BlackBerry Hub Peek at your messages in the BlackBerry Hub from anywhere Jump to the next or previous message Check your upcoming events from the BlackBerry Hub BlackBerry Hub settings Create a meeting from an emailAdd a contact from the BlackBerry Hub Refresh your list of messages Change your default email address or calendar Add a signature to an email accountChange how messages are displayed in the BlackBerry Hub View conversation threads instead of single messages Change advanced settings for text messages Color code your email accountsChange the accounts that appear in the BlackBerry Hub Change options for sending and receiving text messages About public warning messages Turn off cell broadcast messagesUnsubscribe from public warning messages Tap Facebook, Twitter, or LinkedIn Troubleshooting BlackBerry Hub Troubleshooting wizard Im having problems using emailIm not receiving messages Can only see email for the last 30 days Cant attach a file to a text message Cant see the recipients for a messageCant send or forward a text message Passwords and locking Password locking and screen lockingSecurity BlackBerry ID BlackBerry Balance and the work space password SIM card PINsNetwork lock and unlock code Lock or unlock your device Unlock your device with a network unlock code Protect your SIM card with a PIN Change or remove your device passwordChange your work space password Change your SIM card PIN Set up BlackBerry Protect on your deviceFinding and protecting a lost device Change or view app permissions Setting security permissions for appsTap Settings Security and Privacy Application Permissions Securing your email Wipe your device to delete your data Switch between your personal and work spaces About BlackBerry BalanceDelete your work space Tap Delete Data Using Parental Controls Import a certificate from your computer Restrict or limit access to features and contentTurn on encryption Tap Settings Network Connections VPN Add Managing VPN profilesAbout smart cards Add a VPN profile Using a smart card with your device Use two-factor authenticationStore your smart card password on your device Import a certificate from a smart card What content is in my work space and my personal space? Frequently asked questions SecurityHow do I reset my device password if I forget it? Can I use personal apps on my works network? NFC What happens to my device data if I leave my organization? Where is my picture that I just took?Work space and BlackBerry Balance Switch between your personal and work spaces Delete your work space Change your work space passwordLock your work space How do I set up BlackBerry Balance? Does my device have BlackBerry Balance? Description Troubleshooting Work space and BlackBerry Balance My device is quarantined Set up a new BlackBerry ID Change your BlackBerry ID passwordBlackBerry ID About BlackBerry ID Using your BlackBerry ID to switch devices Using your BlackBerry ID on a new deviceTutorial Creating a BlackBerry ID on a BlackBerry 10 device Find your BlackBerry ID on your old device FAQ BlackBerry ID Why do I need to re-enter my BlackBerry ID password? Password Keeper Troubleshooting wizard I need help with my BlackBerry IDAbout Password Keeper Transfer passwords to Password Keeper Manage passwords in Password Keeper Change the Password Keeper passwordUse a password or username from Password Keeper Password Hide or show passwords in Password Keeper Generate a random passwordSearch in Password Keeper Prevent password and username copying Lock Password Keeper Create security questions and answers in Password KeeperDuplicate the password record Add a password record to your favorites Share text and websites with Password Keeper Shortcuts Password KeeperMain password list Tap Password Keeper Space key Volume Up key Volume Down key CameraCamera app at a glance Taking pictures and recording videos Take a picture Turn on autofocus lock Access the Camera app from the Lock screenRecord a video Using Time Shift mode Take the best picture possible using Time Shift modeReplace a persons expression using Time Shift mode Peek at the last picture or video that you took Change the capture settings Shooting modesNormal Stabilization Change the camera settings Scene modes Troubleshooting Camera Cant turn on the flash or use the video lightCant take a picture or record a video Cant save pictures or videos to my media card Pictures Pictures app at a glanceRecent screen Albums screen Switch between your personal and work spaces Viewing your picturesZoom in to or out from a picture Pan a picture Edit a picture Share a pictureDoing more with your pictures and picture albums Tap Personal or Work Move a picture to a different album Organizing your pictures and albumsCreate an album Troubleshooting Pictures Supported picture file extensionsCant open a media file Cant save a media file Music Music app at a glanceNow Playing screen Album screen Playing your music Playlists screenPlay, pause, or skip a song Shuffle your music Creating playlists and organizing your music Doing more with your musicMake a playlist Add the music currently playing to a playlist Organize your music on the Now Playing screen Add music to the Now Playing screenRemove and order songs on the Now Playing screen Save your music on the Now Playing screen as a playlist Change the volume Tips MusicPlay your last music selection On the Playlists screen, tap Recently Played ASF WMV WMA AVI MJPEG, MPEG-4 MPEG-3 F4V Videos app at a glance Troubleshooting MusicVideos Change the video display size Watching your videosPlay or pause a video Edit a video Doing more with your videos 143 Troubleshooting Videos BlackBerry Story MakerAbout BlackBerry Story Maker Preview a story in BlackBerry Story Maker Change your BlackBerry Story Maker settings Media sharingDelete a story in BlackBerry Story Maker About sharing media Share your media files with Dlna Certified devices Tap Settings Media SharingPlay or view your media file on a Dlna Certified device Give your device a nickname Start turn-by-turn directions MapsFinding a place Show or hide traffic Mute voice-guided directionsAvoid toll roads, highways, or ferries on your route Tap Route Options My places Recalculate routesAdd a new place to your favorites Remove a place from your favorites Changing settings for Maps Switch between kilometers or milesView your recent places Clear your recent places Location services About location servicesTurn on or turn off location services Turn on or turn off traffic data Turn on or turn off location-based ads Change location permissions for apps Point the compass to true north or to magnetic north CompassCompass at a glance About the compass Troubleshooting Compass Im not getting an accurate reading from the compass Remember Adding a folder or an entry to the Remember appCreate a folder in the Remember app Add an entry to the Remember app Add a due date and reminder time to an entry Add tags to an entryFormat the text in an entry Record a voice note Changing a Remember folder or entry Send something to the Remember appChange an entry Move an entry to a different folder Troubleshooting Remember app Delete a folder or an entry in the Remember appViewing and searching your Remember entries Search for an entry in the Remember app Calendar About the Calendar appCant send something to the Remember app Cant open a folder in the Remember app Set up email or other types of accounts on your device Calendar app at a glance Shortcuts Calendar app Tap Accounts Subscribed Calendar Subscribe to a public calendar on your deviceCheck your upcoming events from the BlackBerry Hub View your events Find email and files associated with an eventCheck who youre meeting with Create an event Invite people to an event Add a location to an eventSchedule a recurring event Tap No Recurrence Hide a calendar Change or delete an eventJoin a conference call from a meeting reminder Add conference call details to an event Calendar app settings Save conference call details in the Calendar appSend an I will be late message Share a file with meeting participants Change the color for a calendar Change default settings for eventsChange the email address to use with each calendar Troubleshooting Calendar app New or updated events arent appearing in my calendarChange how your calendar is displayed Cant sync my calendar Contacts at a glance Shortcuts Contacts ContactsAbout the Contacts app Copy contacts to and from your SIM card Adding contactsAdd a contact to the Contacts app Updates Contact viewsAdd a contact from the Calls screen Details Contact someone Changing contactsAdd a contact to your favorites Search for a contact Filtering contactsView contacts by account Hide a set of contacts Troubleshooting Contacts Sort your contactsShare a contact My contacts werent merged automatically Using the stopwatch Using the timerClock Clock at a glance Shortcuts Clock Alarm clock Set additional alarmsChange the clock face Tap Digital or Analog Manage your additional alarms Change your alarm toneSet an alarm for multiple days Set the snooze Timer Set the timerChange your timer tone Stopwatch Turn on bedside mode World clockAdd a city to the world clock screen Delete a city from the world clock screen Hear phone calls in bedside mode Set the Phone Calls in Bedside Mode switch to On Calculator at a glance Using the calculator Switch to a scientific or standard calculatorCalculator Convert a unit of measurement Browser Browsing the InternetCalculate a tip View your previous calculations Using Browser tabs Shortcuts BrowserGo to a website Change the current search engine Switch between tabs Open a new tabClose a tab Open a link in a new tab Change text size in reader mode Change the background color in reader modeSearch for text on a webpage View webpages in a reader-friendly format Bookmarks and history Add a website to your home screenTurn on Adobe Flash support View your Browser bookmarks View your bookmarks by tags or in a list Organizing your bookmarksChange your bookmarks Add, rename, or delete a bookmark tag Change Browser security settings Browsing safelyDelete your browsing history About website certificates Troubleshooting Browser Security settingsChange permissions for specific websites Cant watch a video online Scan a QR Code, barcode, or an NFC tag Smart TagsSmart Tags application explained Smart tag types Create your own smart tagDelete a smart tag from your device View your favorite smart tags Favorite a smart tagShare a smart tag Using the BlackBerry Voice Control app Voice ControlErase smart tag information from an NFC tag Lock a smart tag Searching using the Voice Control app Search your device using the Voice Control AppSearch the Internet using the Voice Control app Making a phone call with the Voice Control app Ask a question using the Voice Control app Send messages using the Voice Control appType using voice dictation Book a meeting or appointment with the Voice Control app Set an alarm using the Voice Control app Get directions using the Voice Control appChange your Facebook status using the Voice Control app Post a tweet using the Voice Control app Voice Control settings Check your battery level using the Voice Control appChange the voice recognition mode Hear your latest unread message read back to you Change your voice response settings GamesShortcuts Games Change your Games profile Add a game to your favorites Invite a friend to the Games appAdd a game Troubleshooting Games Recommend a gameInvite a Games friend to BBM Start a BBM chat with a Games friend Organizing apps Tap Rename Documents To Go Getting started with Documents To Go Undo or redo an action in Documents To Go Access work filesSave changes to a file in Documents To Go Editing documents Change the font or formattingView a bookmark in a document Correct spelling in a document Enable word wrap Editing spreadsheetsFind and replace text in a document Resize a row or column Clear the contents of a cell Editing slideshowsCut, copy, and paste a cell, row, or column Edit a slideshow Present a slideshow wirelessly using Play on Presenting slideshowsReorder the slides Hide or delete slides Shortcuts Documents To Go Zoom in or out on a slideUse the virtual laser pointer Shortcuts Word To Go Shortcuts Slideshow To Go File ManagerViewing files View files on your device Managing your files View files on connected devices or networksRename a file or folder Add a folder Transferring files Sort files and foldersSelect multiple files Share files Working with files stored in the cloud Copy a fileRetrieve files saved to the cloud Save a file to your device Moving or copying media files and documents Storage space and media cardWorking with zip files Tap Identification on Network and make note of the Username Turn on USB mass storage Tap Settings Storage and AccessInsert a media card Using a media card Tap Settings Storage and Access Tap Format Media CardSupported media cards Format your media card Wipe data from your media card Tap Settings Storage and Access Tap Erase Media CardCheck how much storage space is free Frequently asked questions Storage space and memory Error messages Media cardHow do I free up storage space? Optimize your devices performance 220 Connections Check which wireless networks your device connects toWireless connections icons Down. Tap Settings Network Connections Mobile Network Connections between devices Tips Choosing a connectionNetwork connections Turn on airplane mode Tap Settings Network ConnectionsShared Internet connections Internet tethering Switch wireless networks manually Turn off data services while roamingMobile network Connect to the mobile network Tap Connect Wi-FiConnect to a Wi-Fi network Manually connect to a Wi-Fi network Tutorial Setting up Wi-Fi on a BlackBerry 10 deviceDelete a saved Wi-Fi network Disable or re-enable a saved Wi-Fi network Wi-Fi network settings Use Proxy Cant connect to a Wi-Fi networkInter-Access Point Handover User Guide Mobile Hotspot mode Sharing your Internet connection using Mobile Hotspot modeUse Mobile Hotspot mode to share your Internet connection Find your Mobile Hotspot mode settings Cant connect multiple devices to my mobile hotspot Internet tetheringDisconnect a device from your mobile hotspot Bluetooth Turn on Bluetooth technologyPair and connect with a Bluetooth enabled device Use Internet tethering to share your Internet connection Rename a paired or saved Bluetooth enabled device Disconnect from a paired Bluetooth enabled deviceDelete a saved Bluetooth enabled device Tap Bluetooth Let your car kit use your devices network credentials Pairing your device with a carSet how Bluetooth enabled car kits access your messages Keep losing the connection with my Bluetooth enabled car kit What is NFC? Send a file using NFCTap Settings Network Connections NFC Turn on NFC Software Updates How do I update the software on my BlackBerry 10 device?Find your NFC settings Tap Settings Software Updates Tap Check for Updates Tap Settings Language and Input Tap Voice Dictation LanguageChange your typing language Change your language while typing Keyboard and typing Keyboard and typing at a glance Home screen shortcuts Update your Facebook status Post a LinkedIn updateSend an email Send a text message Add a note to BlackBerry Remember Add a task to BlackBerry RememberFind a location in the Maps app Play music Creating custom text shortcuts Turn on word predictionsAdd a new text shortcut Change or delete a text shortcut Type a symbol or number Typing on the KeyboardType an accented character Type an uppercase character Type faster with automated assistance settings Cut, copy, and paste text Selecting word suggestions that appear while you typeSpell check Select a suggested word Battery and power Change Keyboard, input, or typing settingsChange spell check settings Turn off your device Battery and charging icons Check your battery power level Charge your device LED and battery notifications Battery safety Frequently asked questions Battery and power Decrease volume Update your softwareClose apps Turn of connections Accessibility Customize your accessibility settingsTurn on Magnify mode Tap Settings Accessibility Temporarily turn off Magnify mode Turn on Hearing Aid mode Tap Settings Accessibility Hearing Aid SettingsTap Settings Accessibility Tap Screen Reader Turn on TTY support BlackBerry Screen Reader settings Turn on or turn off the Dark Screen modeAdjust the volume, speed, and pitch Adjust the verbosity Turn on the Silent on Calls setting Tap Settings Accessibility Tap Screen Reader Tap VerbosityTurn on or turn off Keyboard Echo Change the language that the BlackBerry Screen Reader uses BlackBerry Screen Reader gestures Task Gesture Using BlackBerry Screen Reader Quick Settings mode Select an item from a list List, the next tap returns to the top of the list. After BlackBerry Link features on your device About BlackBerry Link features on your deviceUsing the BlackBerry Screen Reader on the home screen Turn on Closed Captions Access files stored on your computer Working with files stored on your computerEdit or delete a file Copy a file to your device Troubleshooting BlackBerry Link Cant access files on my computerTap Settings BlackBerry Link View paired computers Have duplicate contact and calendar entries Tap Clear Local Calendar and Clear Local Contacts Legal notice 266 User Guide