Blackberry FAQ
- How do I access my BIS account?
- How do I synchronize my email, calendar, tasks and address book?
- What can I do if the BES service is unavailable?
- How do I regenerate encryption keys?
- How do I view messages I have filtered on Gryph Mail (folder redirection)?
- How do I stop the wireless synchronization of my inbox?
- How do I view messages in sub folders?
- I'm deleting messages on my BlackBerry but they still appear on my inbox (or vice versa), how do I fix that?
- How do I hide messages sent messages from appearing in my inbox?
- On my Blackberry, how do I hide messages filed in sub folders from appearing in my inbox?
- When I click on a message, it's blank and just says "More Available", why?
- How do I synchronize additional Gryph calendars I created or that were shared with me?
- How do I stop the wireless synchronization of my calendar?
- How do I reload my calendar from the server?
- How do I clear my Blackberry calendar entries and re-sync with my Gryph calendar?
- How do I clear out my Blackberry addressbook and re-sync with my Gryph Mail addressbook?
- How do I stop the wireless synchronization of my address book?
- How do I synchronize additional Gryph address books I created or that were shared with me?
- How do I remove duplicate entries?
How do I access my BIS account?
You can access your BIS account either from your BlackBerry device or through your Service Provider's link. BIS is short for Business Internet Services which is offered through your service provider (Rogers, Bell, etc). Your U of G mail would be coming from their servers as opposed to CCS' BES servers. Only your mail be synchronized, not your calendar, address book or tasks.
Adding Email Account on BIS - through BlackBerry
- On your device click on the menu button until you see the long list of icons
- Click on the Setup icon (icon with a folder and green star)
- Click on the E-mail Settings icon (icon with an envelope)
- Enter your U of G email address (including the @uoguelph.ca) and your Central Login password
- Click Next and you will receive confirmation of being added
- When you go back to the home screen you will see a new icon (an envelope with a globe) you can hide this icon as it's a duplicate of your mail icon by clicking on the menu button and select hide.
Adding Email Account on BIS - through Web Browser
If it's your first time using BIS follow these instructions to setup an account. If this method doesn't work, use the instructions above.
If you used BIS before login with the account you created, if you don't remember it, call your service provider and they will be able to help you. Remember, you can only have on BIS account per device so please be sure to remember you username and password, CCS doesn't have access to this information.
- Bell Mobility BIS
- Rogers BIS
- Telus BIS
If you don't see your service provider enter the service provider name after the "=" in this URL: https://bis.na.blackberry.com/html?brand=
- Click on the Create New Account button
- Accept the Legal Terms and Conditions
- Both the Device PIN and Device IMEI can be found going to to your BlackBerry device > Options > Status
- Click Continue and follow the instructions to create a username and password (be sure to remember this, CCS does not have access to this information!!)
- Click on the Set Up Account button
- Enter your U of G email for Email Address
- Enter you Central Login Password for your U of G email
- Click on Next
- You will receive a message that you have been successfully add
Deleting Email Account from BIS
- Login to your BIS account click the appropriate link:
- You will see a list of email accounts attached to your BIS account, click on the delete icon beside your U of G account.
As soon as the activation of your device is completed, synchronization of all items will begin. This process may take up to a couple of hours.
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You can access your U of G email through your service provider's BIS service. BIS is short for Business Internet Services which is offered through your service provider (Rogers, Bell, etc). Your U of G mail would be coming from their servers as opposed to CCS' BES servers. Please click on the BIS service link above for instructions. Only your mail be synchronized, not your calendar, address book or tasks.
If you need to access your Gryph calendar you can open up the browser on your BlackBerry and go to: https://mail.uoguelph.ca/m (the mobile version of Zimbra) and login how you normally would with Gryph Mail.
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To regenerate encryption keys:
How do I view messages I have filtered on Gryph Mail (folder redirection)?If you set a filter for your Gryph mail and would like for those messages to appear in your BlackBerry's inbox, follow the instructions below:
- Go into your Inbox on your device
- Click the menu button and select Options.
- Select Email Settings.
- Click the menu button again
- Select Folder Redirection.
- Expand your @uoguelph.ca account by clicking on it.
- Select the folder where the message are being filtered to
- Click the menu button once again and select Save.
If you don't want to reconcile your Gryph mail with your device, follow these steps:
- Go into your Inbox
- Press the menu button and go to Options
- Click on Email Reconcile
- For Wireless Reconcile select "no"
- Press the option button again and select Save
If you don't want to receive U of G message to your Blackberry temperorily, follow these step:
- Go into your Inbox
- Press the menu button and go to Options
- Click on Email Filters
- Select "yes" for "If no filters apply, send email to handheld"
- Press the option button again and select Save
- Go into your Inbox on your device
- Click the menu button
- Select View Folders
- Select the folder
- Click on the menu button
- Go to Options
- Select Email Reconciliation
- Scroll down to Delete on
- Select Mailbox & Handheld
- Click the the menu button again and select Save
- In your inbox, click on the menu button
- Go to Options
- Select General Options
- Scroll down to Hide Sent Messages and select yes
- Click the the menu button again and select Save
- Click on the menu button
- Go to Options
- Select General Options
- Scroll down to Hide Filed Messages and select yes
- Click the the menu button again and select Save
You are clicking in messages you have sent, there is a different icon so you can know which message sent or receive or you can hide sent messages so it's not confusing.
To see the sent message, click on the menu button and select "More All" or "Get Plain Text" - the latter is a bit faster.
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You are only able to synchronize your default calendar (called Calendar) to your BlackBerry at this time.
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If you don't want to synchronize your Gryph calendar with your device, follow these steps:
- Go into your Calendar
- Press the menu button and go to Options
- Click on Desktop
- For Wireless Synchronization select "no"
How do I reload my calendar from the server?
Reloading the calendar from the server:
- Open the calendar application on the smartphone.
- Press the Menu key and highlight Options.
- Select the calendar to be reloaded, e.g. "Desktop" for a BlackBerry Enterprise Server enabled smartphone.
- With the calendar highlighted type rset on a QWERTY keyboard or ER,ER,AS,AS,ER,TY on SureType.
- Click Yes when asked to reload the specific calendar to continue.
The wireless synchronization of calendar entries with the smartphone might take several minutes to complete.
Note: The email application calendar or the smartphone calendar application can still be used during the wireless calendar synchronization process.
How do I clear my Blackberry calendar entries and re-sync them with my Gryph calendar?
Please note, these instructions are for users on U of G's BES only
- On your Blackberry, go into your Calendar
- Press the menu button and go to Options
- Select your Desktop calendar
- Press and hold the Caps button and type RSET
- You will get a message asking if you're sure you want to wipe your Calendar. Click yes to confirm.
- The calendar will automatically synchronize with your Zimbra calendar - it make take several minutes or even a couple of hours.
- Go into your Addressbook
- Press the menu button and go to Options
- Press and hold the Caps button and type RSET
- Click yes to confirm, this will wipe out the current addressbook and will be populated again from the default address book.
If you don't want to synchronize your Gryph address book with your device, follow these steps:
- Go into your Addressbook
- Press the menu button and go to Options
- Click on Desktop
- For Wireless Synchronization select "no"
You are only able to synchronize your default address book to your BlackBerry at this time.
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How do I remove duplicate entries?
If you see duplicate entries in Blackberry Contacts, the simplest resolution is to follow the instructions below:
- Select your Contacts application. (Be sure it is displaying your list of contacts and not the details of a contact before proceeding.)
- Bring up the menu using the Blackberry button.
- Scroll down, select and click 'Options'. You should see the following three lines displayed:
General Options
Contact Lists
Desktop (This line may be displayed more than once) - Type rset (There is no input field for this command and your typing won't be displayed on the screen.)
- You will be prompted to confirm erasing and reloading the contact list, select yes.
It may take a several minutes for your contact list to reload.