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Troubleshoot issues related to email on your BlackBerry Bold 9930

Last Updated: Aug 03, 2016

This article helps troubleshoot email issues on your BlackBerry Bold 9930.

You may have email issues if you're unable to:
  • Send emails
  • Receive emails

These steps help identify and resolve the underlying cause. After completing each step, test to see if the issue is fixed. If not, continue to the next step.

  1. Verify your BlackBerry® Bold™ 9930 is registered to the BlackBerry service.

    If your BlackBerry Bold 9930 is not able to send or receive any kind of data (messages or emails), it may not be registered to the BlackBerry service.
    Connect to the BlackBerry service (Register Now).
    If your BlackBerry Bold 9930 still can't connect to data, troubleshoot data connectivity.

  2. Verify that the email address and password are correct.
  3. On your BlackBerry Bold 9930 web browser, navigate to your email provider's website and try to sign in to your email account.
    If you're unable to sign in, double-check that you entered the correct username and password.
    If you recently updated your email account password, you also have to update the email settings on your BlackBerry Bold 9930.

  4. Double-check that you have set up your email account correctly on your BlackBerry Bold 9930.
  5. Be sure that you've entered the exact settings for each email account you want to access. The instructions are different depending on the type of email account you're trying to set up.

    • For a personal email address:
    • This is the most common scenario and includes all major public email providers such as Yahoo!®, Hotmail®, Gmail™, and AOL®.

      1. If you've already set up the email address on your BlackBerry Bold 9930, try removing it from your device to delete any incorrect settings.
        This step doesn't delete any of your emails. It only removes the link to your account for now. Remove an email account.
      2. Add your email account to your BlackBerry Bold 9930.

    • For a business email address via Microsoft Exchange™:
    • Many companies provide a Microsoft Exchange email address to their employees.
      Sprint recommends that you contact your IT department for the correct setup information.
      Set up corporate BES email (enterprise activation).
      If your Exchange account still doesn't work, contact your corporate IT department for more help.

  6. Verify that your BlackBerry Bold 9930 has the service books for your email account.

    If you are unable to send or receive emails, your BlackBerry Bold 9930 may not have the service books for your email account.
    Send service books for an email account.

  7. Perform a soft reset.

    A soft reset reconnects your BlackBerry Bold 9930 to the Sprint network.

    1. Press and hold the Power key to turn your BlackBerry Bold 9930 off.
    2. Remove the battery. After 30 seconds, reinsert the battery.
    3. Press the Power key to turn your BlackBerry Bold 9930 back on.
    4. Test your device to see if the issue is resolved.

Note: To optimize device performance, be sure your BlackBerry Bold 9930 is running the most recent device software. Upgrade the device software.

If you're still having issues, try the Sprint Community pages or contact Sprint Customer Care for more help.

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