Troubleshooting
254 BlackBerry Wireless 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, 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
insufficient 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
from which you want to receive email messages. Refer to the
Redirector Settings Online Help
for
more information on selecting folders.
Why can I not forward messages from my handheld?
If an X icon appears beside the message that you sent, a transmission error occurred that
prevented it from being sent. You cannot forward messages that have not been transmitted
properly. Open the message and scroll to the top of it. The Message Status field indicates the
error. Refer to "Handheld error messages" on page 256 for more information. After the original
message is sent successfully, you can forward it to another email address.
Why did I have several email messages on my handheld before I turned on the radio?
These email messages are previously loaded onto your handheld and contain information to help
you learn about your handheld when you first receive it. As soon as you turn on your radio,
another message should arrive, indicating that the handheld is registered with the network.
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 email is specifically redirected 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.
