This occupied a good amount of my day, trying to figure out what could have been wrong.
Basically my problem was that I noticed that when I’m trying to reply to an email from my BlackBerry (my @winterheim.com account), the Send option was not appearing and when I check out the email details, the Received Using field displayed Unknown.
I tried checking if this was because of transition problems with my Google Apps account where my personal webmail is hosted but it did not apply. I tried adding other accounts from that domain and everything appeared to be just fine. All the emails indicated which account received the email. Even my office OWA account worked properly. So it was just my main @winterheim.com account that was not working properly. One more frustrating thing that was happening was that whenever I tried to access my winterheim.com inbox directly (I normally access all my email accounts from the Messages application), the screen freezes and I need to open the multitasking window just to get out of that frozen state.
So I combed the net to see if anyone had a solution. The most common suggestion was to delete the related service books then have them re-sent to my BlackBerry. Tried that. Didn’t work.
The most drastic options that came about were the data/security wipe + restore option and the OS reinstall option. I didn’t want to reinstall my OS although it definitely crossed my mind since I felt that these problems started to surface when I upgraded to OS 126.96.36.1990 from .681.
I’ve tried restoring to most recent “healthy” state that my BlackBerry was in which was a back-up I made prior to upgrading to the .900 build. That didn’t work either. I’ve tried deleting the email account in question as well as the service books then resend them from the BIS website for my service provider. Didn’t work.
So I mustered up the courage to do a partial data/security wipe. A partial wipe meant all my messages, calendar data, settings and whatnot will be deleted by the apps will stay there. They’ll just be in a fresh state since even the application settings and permissions will be wiped. But basically, I end up with a fresh BlackBerry but with the apps I’ve already installed intact.
After doing so, I didn’t proceed with doing a restore. I tried having my service provider resend the service books first and see if I can receive email “properly” and by properly, I meant that I’d be able to reply to emails properly and the phone will recognize what account it is using to receive the emails.
It worked! But I was left with a barebones-looking device. So I decided it’s safe to do a restore.
After doing so, I tried resending emails and replying to emails using my main @winterheim.com account. I tried receiving emails from there as well. Everything was fine!
So I didn’t need to go as far as to do an OS reinstall/downgrade after all although my computer was already being set up to carry out that task as I was trying to find other alternative solutions.
So for those who are encountering inbox/gmail icon freezes, missing reply options and received using: unknown, here’s what can do to resolve it. (note: I am on OS 188.8.131.520 and using BIS 2.0)
- Make sure you have a full back-up of your data from your BlackBerry, hopefully from before all this started to happen. Or at least have a full back-up of all the pertinent data you need. The rest can be re-synced.
- Do a partial data/security wipe. (Options > Security Options > Security Wipe – Emails, Contacts, etc.)
- After security wipe is completed and device has rebooted, you will have a fresh device with no settings whatsoever so you pretty much start from scratch on the settings end. Skip restoring your settings for now.
- Resend your Service Books.
- Test the email account in question if the reply option appears and received using: indicates what email address you are testing.
- Once everything is confirmed to be in good working order, restore to the healthiest Back-Up file for your BlackBerry. You’ll be short of several messages and maybe a couple of contacts but at least all is well in the world again.
Remeber, I did not get as far as doing a downgrade/reinstall of the BlackBerry OS and this might be strictly applicable to OS5 and BIS 2.0 but it’s always worth giving a shot. If it doesn’t work, there’s always the downgrade/reinstall on the OS end.
But one thing’s for sure: I hope you never experience this problem but at the same time, don’t give up on trying to figure out what went wrong. Sometimes, a complete wipe is just what a device like this needs.