Possible cause Possible solution
The BlackBerry MVS Client is not
installed. On the BlackBerry device perform the following actions:
1. On the Home screen or in a folder, click the Options icon.
2. Click Device.
3. Click Application Management.
4. Verify that the BlackBerry MVS Client appears in the list.
If the BlackBerry MVS Client is not installed, for information about making applications available to users, see the BlackBerry Enterprise Server
Administration Guide, the BlackBerry Device Service Administration Guide and the BlackBerry MVS Installation and Configuration Guide.
The user is outside a wireless coverage
area. On the BlackBerry device, verify that the BlackBerry device is in a wireless coverage area where the BlackBerry device can send and receive data messages and the user can use the phone.
The Desktop [BBSIP] service book is
not installed. To view service books on the BlackBerry device, click Options > Advanced Options > Service Book. If the [BBSIP] service book is not available, contact an administrator of the BlackBerry Enterprise Server.
The BlackBerry MVS Services are not
running. On the BlackBerry MVS Server that the user account is associated, in the Windows Services, verify that the MVS Console service, MVS Session Manager service, MVS Data Manager service, MVS BlackBerry Enterprise Server
Administration Guide Troubleshooting
Possible cause Possible solution
Connector service, and MVS Witness Server service are running. If necessary, start them. Users will not be able to use the BlackBerry MVS while the services are starting.
In BlackBerry Enterprise Server 5.0,
the user account is not active. 1. In the BlackBerry Administration Service, on the BlackBerry solution management menu, expand User.
2. Click Manage users.
3. Search for a user account.
4. In the BlackBerry Enterprise Server status list, verify that the Disable as BlackBerry user option is cleared.
The BlackBerry MVS user account is
not configured correctly. 1. In the MVS Console, in the left pane, click Users.
2. Click Manage.
3. Click Search.
4. Click the user account that you want to check the credentials for.
5. Verify that the user name, password, extension number, device name, and mobile number match the credentials that are configured in the PBX.
The work number is not set as the active number on the BlackBerry device.
On the BlackBerry device, set the work number as the active number. Try performing the following actions:
1. On the BlackBerry device, open the phone application.
2. Scroll to the top of the call log screen.
3. Click the trackpad.
4. Select the work number.
5. Click the trackpad.
Phone number translation is not
configured correctly. Phone number translation is required if your organization's PBX does not support the E.164 plus sign (+) or does not add the International Direct Dial (IDD) or National Direct Dial (NDD) access codes automatically.
1. In the MVS Console, in the left pane, click Telephony Connectors.
2. Click Manage.
3. Click your organization's PBX.
4. In the Location drop-down list, verify that the selected normalization is correct.
Possible cause Possible solution If your organization's users are
configured for PBX-initiated calling, the caller identification number of the telephony connector might not be set correctly.
1. In the MVS Console, in the left pane, click Telephony Connectors.
2. Click Manage.
3. Click your organization's telephony connector.
4. Verify that the caller ID number of the telephony connector is correct.
Try performing the following actions:
• In the BlackBerry MVS BBSIP log files, check for a caller ID number of the telephony connector that can be passed from the PBX to the PSTN, to the BlackBerry device. The default location for the log files is <drive>:\Program Files\Research In Motion\BlackBerry Enterprise Server\Logs\<date>.
Contact your organization's PBX administrator to verify that the caller ID number is correct.
• In the MVS Console, on the Telephony Connector page, verify that the caller ID number of the telephony connector is correct.
If your organization's users are
configured for PBX-initiated calling, the optional ANI numbers of the telephony connector might not be set correctly.
1. In the MVS Console, in the left pane, click Telephony Connectors.
2. Click Manage.
3. Click your organization's telephony connector.
4. In the Optional ANI numbers available for identifying BlackBerry MVS calls section, verify that the optional ANI numbers of the telephony connector are correct.
The port numbers are not configured
correctly. Verify that the trunk port number of the PBX is the same as the trunk port number of the MVS FMC Phone.
The organization's route patterns are
not configured correctly. Try performing the following actions:
• If you deactivate user accounts from the MVS Console and then reactivate them, if the BlackBerry MVS prepopulates the mobile number configuration from the BlackBerry Enterprise Server or BlackBerry Enterprise Service 10, the BlackBerry MVS might add the national direct dialing prefix to the Mobile Phone Number field on the BlackBerry devices. Users cannot make or receive calls if the wireless network does not permit a prefix for calling local phone numbers, and if the PBX is not configured to permit calls that begin with a prefix from BlackBerry devices. You must configure the route patterns of your organization's PBX to permit calls with or without the national direct dialing prefix from BlackBerry devices.
Administration Guide Troubleshooting
Possible cause Possible solution
• You might have to configure your organization's PBX so that BlackBerry MVS users can make calls from the call log or contact list on their BlackBerry devices without adding a prefix, such as the number 9, before the phone numbers.
A User is not available message
displays on the device. Verify that the device is using the correct version of the BlackBerry Device Software.
A user is roaming internationally and changes the SIM card to a local mobile number.
In the MVS Console, make sure the "User may change the mobile phone number" Class of Service setting is selected. Manually change the mobile number on the device to reflect what the PBX must dial to contact the user. For example, if the user is using a United Kingdom SIM card, the mobile number on the user's device should be changed to include the IDD (011), the home country code (44), and the user's area code and local phone number. For more
information on changing the mobile phone number on the device, visit www.blackberry.com/support to read article KB17940.
Users do not receive BlackBerry MVS calls on their BlackBerry devices
Possible cause Possible solution
The BlackBerry MVS Client is not
installed. On the BlackBerry device perform the following actions:
1. On the Home screen or in a folder, click the Options icon.
2. Click Device.
3. Click Application Management.
4. Verify that the BlackBerry MVS Client appears in the list.
If the BlackBerry MVS Client is not installed, for information about making applications available to users, see the BlackBerry Enterprise Server
Administration Guide, the BlackBerry Device Service Administration Guide and the BlackBerry MVS Installation and Configuration Guide.
The user is outside a wireless coverage
area. On the BlackBerry device, verify that the BlackBerry device is in a wireless coverage area.
Possible cause Possible solution The BlackBerry MVS services are not
running. On the BlackBerry MVS Server that the user account is associated with, in the Windows Services, verify that the MVS Console service, MVS Session Manager service, MVS BlackBerry Enterprise Server Connector service, MVS Data Manager service, and MVS Witness Server service are running. If necessary, start them. Users will not be able to use the BlackBerry MVS while the services are starting.
In BlackBerry Enterprise Server 5.0,
the user account is not active. 1. In the BlackBerry Administration Service, on the BlackBerry solution management menu, expand Administrator user.
2. Click Manage users.
3. Search for a user account.
4. In the BlackBerry Enterprise Server status list, verify that the Disable as BlackBerry user option is cleared.
The mobile number that is associated with the BlackBerry device is not correct.
In the MVS Console, in the left pane, click Users. Click Manage. Click the user account and verify that the mobile phone number that is associated with the BlackBerry device is correct.
The call occurred outside the call
schedule of the BlackBerry device. In the MVS Console, verify that the schedule for the BlackBerry device is turned off, or that the call occurred within the call scheduling start time and end time.
1. In the MVS Console, in the left pane, click Users.
2. Click Manage.
3. Click Search.
4. Click the user account that you want to check the schedule for.
5. Click the Settings tab.
6. In the Call Scheduling section, in the Allow Calls drop-down list, click Always.
7. Click Save.
The caller is in the blocked caller list in
the MVS Console. 1. In the MVS Console, in the left pane, click Users.
2. Click Manage.
3. Click Search.
4. Click the user account that you want to check the blocked caller list for.
5. On the Settings tab, in the Blocked Callers section, verify that the caller is not in the blocked caller list.
Administration Guide Troubleshooting
Possible cause Possible solution The caller is in the blocked caller list on
the BlackBerry device. 1. In the BlackBerry MVS Client, press the Menu key.
2. Click Options.
3. Click Caller Restrictions.
4. In the Caller Restriction list, click All Callers Allowed.
5. Press the Menu key.
6. Click Save.
The calls go to voice mail without
ringing the BlackBerry device. • Your organization's PBX administrator might have to increase the value for the Call Forward No Answer time in the PBX.
• In the MVS Console, expand Telephony Connectors and click Manage. Click the Telephony Connector and verify that the value in the Caller
Identification Number field is correct.
Calls go to a desk phone without
ringing the BlackBerry device. In the MVS Console, verify that the mobile number is configured correctly.
The calls are not identified as
BlackBerry MVS calls. 1. In the MVS Console, expand Telephony Connectors.
2. Click Manage.
3. Click your organization's telephony connector.
4. Verify that the value in the Caller Identification Number field is correct.
5. Verify that the values in the Optional ANI numbers available for identifying BlackBerry MVS calls list are correct.
The caller restrictions are not set to All
Callers Allowed. 1. In the MVS Console, in the left pane, click Users.
2. Click Manage.
3. Click Search.
4. Click the user account that you want to check the caller restrictions for.
5. On the Settings tab, verify that the Caller Restriction drop-down list is set to All Callers Allowed.
6. Verify that the Allow calls from unknown numbers check box is selected.
A user is roaming internationally and changes the SIM card to a local mobile number.
In the MVS Console, make sure the "User may change the mobile phone number" Class of Service setting is selected. Manually change the mobile number on the device to reflect what the PBX must dial to contact the user. For example, if the user is using a United Kingdom SIM card, the mobile number on
Possible cause Possible solution
the user's device should be changed to include the IDD (011), the home country code (44), and the user's area code and local phone number. For more
information on changing the mobile phone number on the device, visit www.blackberry.com/support to read article KB17940.