Troubleshooting

BlackBerry® Z30 - Can't send or receive email

Check signal strength

The signal strength may be low.

  • Make sure you have at least two bars of signal strength with 3G or 4G LTE in the network indicator.
  • If you have low signal strength, move to a location with better coverage. Concrete and steel buildings may be hindering reception, especially in elevators and underground locations like basements, subways, and tunnels.

Check coverage maps

Check our network maps to be sure that you’re in an area with coverage.

Check that your email account is active

You may not be able to send or receive email because your email service is temporarily unavailable.

  1. From a computer, start your email program.
  2. Attempt to either send or receive email with the email account in question.
    • If you can send or receive an email, then the problem is not with your email service. Investigate other potential sources of the problem with your phone.
    • If you can’t send or receive an email, there is a problem with your email service. It may be temporarily unavailable. Wait a while and try again.

Check that you have an active data connection

You may not be able to send or receive email because you don’t have an active data connection. To check your data connection:

  1. Launch your browser.
  2. Navigate to www.telusmobility.com
    1. If the page displays, you have an active data connection.
    2. If one does not, you may not have an active data connection. Check the following:
      1. From the Home screen, tap the Settings icon.
      2. Select Network Connections.
      3. Select Mobile Network.
      4. Turn On Data Services.
        NOTE: If you're travelling outside Canada, you need to set Data services while Roaming to On. Travel charges apply.

Check your email settings

  1. From the Home screen, tap the Settings icon.
  2. Select Accounts.
  3. Select the desired email account.
  4. Verify the following details:
    1. Username
    2. Password
    3. Server Address
    4. Port
    5. Encryption
    6. SMTP Username (normally the same as the username above)
    7. SMTP Password (normally the same as the password above)
    8. SMTP Port
    9. SMTP Encryption
  5. Tap Save if you made any changes.
  6. Your email account is validated.
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