BlackBerry Support
BlackBerry Support
UST has a BlackBerry Enterprise Server to offer service for BlackBerry handheld devices. The following FAQs are answered on this page...
- How do I buy a BlackBerry?
- What is "BES"?
- How do request access?
- I need help trouble shooting problems!
- Who can use BES?
- What is the cost of this service?
- Can other brands of phones connect to BES?
- How do I connect my phone to BES?
- Why does my phone act differently now that I am on BES?
- Why do I have problems with my calendar appointments?
- Adaptability of Service
- Student Support Overview
If you are interested in purchasing a BlackBerry please contact the Procurement Office at procurement@stthomas.edu. IRT does not purchase BlackBerry wireless handheld devices for Staff or Faculty.
The BlackBerry Enterprise Server, or "BES", is a server that provides an active connection to your UST email Exchange Server account. Data is actively pushed from BES to your BlackBerry. Generally, all the functionality you are familiar with in the full version of Outlook is available to you on a BES connected BlackBerry.
Because all of the data on the UST Exchange Mail Server is automatically kept up-to-date wirelessly with your device, there is no longer a need for the desktop software that came with your BlackBerry. Continued use of the desktop software following a successful connection to BES has produced undesirable results.
All requests for a connection or reconnection to BES should be directed to the IRT Tech Desk.
A "CAL", or Client Access License, is required for a user to connect to BES. A CAL is literally a license of approval that grants you access to BES. The CAL is paid for per device connected to BES in addition to the cell phone data plan that each phone requires. This cost is incurred by the employee's department, similar to other software license purchases.
Blackberry Enterprise Server Connection Request
IRT will need the following information to successfully connect your BlackBerry on BES:
- UST Username
- UST Department
- Budget index # (With approval of charge to the department)
- Cell Phone #
- Cell Phone Provider
- Device Model - Click here to identify your BlackBerry model
- Firmware Version
To find the the Handheld Software version:
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From the Home screen, enter the 'Option' menu
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Scroll down and select the 'About' menu. The third line down will tell you the software version.
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The device software version should look like: 4.x.x.xxx
Once this information has been submitted, IRT will send you a "Welcome Letter" containing a new access password and further instructions required to activate your BlackBerry.
Troubleshooting Questions
For personally owned cell phones, please contact your service provider for support options. Generally speaking, persistent connection errors to BES can be fixed by updating the BlackBerry's firmware. To find out the latest version of firmware for your device, contact your service provider.
If your personal cell provider determines the issue is with BES, please contact IRT. We will wipe all data from your device and resend you a "Welcome Letter" to reconnect to BES- this will fix most issues.If this does not "fix" the issue, or if the issue is due to a faulty device, please contact your provider for support options.
Clients of Service
All current faculty and staff of the university are eligible for this service. The employee must provide funding for the CAL though their departmental budget.
Please contact irtpurchase@stthomas.edu to assess the total cost of ownership for this service.
Non Blackberry Brand Supported Devices
A current list of Non BlackBerry brand supported cell phones can be found here:
Non Blackberry Brand Supported Devices
IRT can only guarantee that BlackBerry brand devices will successfully connect to BES. If your device fails to connect to BES and your cell phone provider cannot help to resolve the issue, IRT will refund the Client Access License fee to your department.
BES Activation Steps
Once your BlackBerry device has been authorized to connect to BES, your activation password will expire 48 hours from the time the "Welcome Letter" is sent to your email mailbox. If you do not complete the activation within this 48 hour window, you will need to contact the Tech Desk to have a new password generated and emailed to you.
1. What you need to get started
2. Remove internet email connections to UST account
If you have an existing BlackBerry Internet Mail connection mapped to your UST mailbox, you will need to disconnect it before connecting to BES.
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Log in to the Internet email Set-up service on your BlackBerry
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Click the scroll wheel on the "Set Up Internet" email option, select "Services"
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Choose "Email Accounts", confirm that you see your NetID@stthomas.edu account listed at the top on this screen
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Press the scroll wheel on this account and select “delete”
3. Wipe Data
On your Handheld: Under the "Options" menu,
You will get a note that the device is rebooting. After rebooting, please scroll to the antenna icon on the Home screen and click it to Turn Wireless On.
4. Enterprise Activation
After rebooting, verify that you have a good signal on your phone. From the home screen, the meter on the top right shows how many “bars” you have. Please ensure that you have a good signal before continuing!
Next, take the password randomly created from the BlackBerry Enterprise Server located in the email message sent to your UST email account, and on the handheld go to:-Options menu
- Advanced Options
- Enterprise ActivationEnter your full UST email address (NetID@stthomas.edu) and the activation password provided above, then press on the scroll wheel and select "Activate". Once activation has been initiated, provisioning takes about 10-15 minutes. Please document if you encounter any error prompts and if any strange or unexpected behaviors occur after you sync.
Please also note that your activation password will expire 48 hours from the time you receive this message. If you do not complete activation by the time this password expires, you will need to contact the Tech Desk to have a new password generated and emailed to you.
5. Remove Desktop Software
If you have previously been synching your device using the desktop BlackBerry software, this software is no longer needed now that you are connected to BES. Continued use of the desktop software following a successful connection the BlackBerry Enterprise Server has produced undesirable results; please uninstall the Desktop Manager software and the Desktop Redirector software from your computer.
We have noticed that some Calendaring updates display incorrectly when updated or edited from the BlackBerry device. Creating and altering reoccurring calendar appointments from Outlook (rather than the BlackBerry) seems to alleviate these issues.
My phone acts differently now, why?
- Any email that you received before the first time you synched with the server will show only the Headers, you will need to press the click wheel and select “get more” to see the whole body of the email.
- If you are connected to BES for a second time, you will not see email that had previously been redirected to your handheld.
- Because your BlackBerry is now connected to BES, your device will now require a password which must be at least 4 characters. The BlackBerry device will lock automatically when not in use, and will prompt you to change the password every 120 days.
- When locked, your BlackBerry will show the following information on the locked screen:
- - - - - - - - - - - - -
University of St. Thomas
2115 Summit Ave.
Saint Paul, MN 55105
IRT Tech Desk: 651-962-6230
This policy is a working document and will be periodically evaluated and updated to reflect changes in how we manager this resources.
IRT does not currently support BES synchronization for students.
