Blackberry Troubleshooting
Cannot Make or Receive Calls

Try the following actions to resolve the issue. If the issue persists, proceed to the next troubleshooting step.

Make sure the smartphone has been activated on the wireless network

If no activation has taken place, the BlackBerry smartphone displays an Activation Required message.

Make sure the device has been activated on the wireless network.

Make sure the wireless transceiver is turned on

Make sure that the wireless transceiver is turned on. On the Home screen, click Manage Connections.

If the wireless transceiver is turned off, click Restore Connections. If you are unable to turn on the wireless transceiver, make sure that the BlackBerry smartphone battery is fully charged.

Make sure the call forwarding option is not activated

  1. In the Phone, press the Menu key.
  2. Select Options.
  3. Select Call Forwarding.
  4. Make sure the Forward All Calls option is not selected.

Make sure that Do not disturb is disabled

Verify that Do not disturb is disabled.

  1. From the main screen, select Sounds (or Profiles).
  2. Select Advanced.
  3. Select Active.
  4. Select Phone.
  5. Make sure that Do not disturb is set to No.

Confirm that ring tone and volume settings are active

Confirm that the BlackBerry smartphone audio settings are not set to Silent, All Alerts Off, or Vibrate Only. To confirm audio settings, complete the following steps:

  1. From the Home screen, select Sounds (or Profiles).
  2. Change the notification information, press the Menu key and click Save.

Verify that the BlackBerry smartphone has been correctly provisioned for a voice plan

The BlackBerry smartphone user must have a voice plan in order to make or receive calls. Follow these steps to verify that the BlackBerry smartphone user has a voice plan.

On the Home screen, click Manage Connections. This menu displays information about the mobile network, the services available for the BlackBerry smartphone, and allows you to verify if the BlackBerry smartphone user has a voice plan.

Check the wireless signal strength

You might experience issues with voice quality if you have low or intermittent signal strength. The signal strength of a BlackBerry smartphone should be between 40 and 100 dBms. To check the signal strength of a BlackBerry smartphone, complete the following steps:

  1. On the Home screen, click Options.
  2. Click Status.
  3. Check the Signal value. The value should be between 40 and 100.

Note: You can press and hold the Alt key, and then type nnmll to change the signal indicator bars to the numerical value. Repeat this step to again display the signal strength bars.

You can also check the signal strength indicators on the BlackBerry smartphone Home screen. The text shows the type of wireless network the BlackBerry smartphone is connected to. The bars indicate the level of signal strength. The more vertical bars you see, the stronger the signal strength. Four to five bars is the optimal strength. A service indicator in CAPITAL letters indicates a greater number of services are available to you.

Indicator Description

BlackBerry smartphoneusers can use the phone, send and receive email messages, PIN messages, SMStext messages, and MMS messages. They can use the phone and send and receiveemail messages or use the browser with a high-speed data connectionsimultaneously.


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BlackBerry smartphoneusers can use the phone, send and receive email messages, PIN messages, SMStext messages, and MMS messages, and use the browser with a high-speed dataconnection.


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BlackBerry smartphoneusers use the phone, send and receive email messages, PIN messages, SMS textmessages, and MMS messages, and use the browser.



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BlackBerry smartphoneusers can use the phone and send and receive SMS text messages.

BlackBerry smartphone users can only make emergencycalls.

The connection to the wireless network is turnedoff.

The BlackBerry smartphone user is not in a wirelesscoverage area.

If the signal strength is good, think where you were when you experienced the issue and if you noticed if the signal strength was low. In areas where signal strength weakens and causes the signal to become blocked by tall buildings, terrain, landscape, and physical distance, moving to an open area might help improve the voice quality.

Test the SIM card

If the BlackBerry smartphone uses a SIM card and the signal strength is fluctuating or is not acceptable when in a good coverage area, the SIM card might be damaged. Replace the SIM card with a working SIM card, and then test the voice quality again.

Test any accessories

If you were using an accessory when you experienced the audio issue, remove the accessory, and then test the BlackBerry smartphone volume settings. Accessories might include one of the following:

  1. Wired headset
  2. Bluetooth headset
  3. Hands-free Bluetooth car kit

If the issue occurs only when using an accessory, the issue might be with the accessory and not the BlackBerry smartphone. If the accessory is not an approved BlackBerry accessory, contact the manufacturer for further technical support.

Perform a hard reset

A hard reset is similar to restarting a computer that stops responding. A hard reset closes all running BlackBerry applications, restarts the BlackBerry smartphone operating system, and restarts the hardware components of the BlackBerry smartphone, including the wireless transceiver.

Note: A hard reset does not delete any settings or data on the BlackBerry smartphone.

To perform a hard reset, complete the following steps:

  1. Turn the BlackBerry smartphone off.
  2. Remove the battery.
  3. Reinsert the battery.
  4. Wait for the BlackBerry smartphone to turn on.

Note: If the issue returns after performing a hard reset, then contact technical support for further investigation.

Update the BlackBerry Device Software

You can download the latest version of Blackberry Device Software from www.blackberry.com/update. Follow the instructions on the screen to download the latest version currently available from your wireless service provider.

If this issue is still not resolved, follow your wireless service provider's procedures to service or return the BlackBerry smartphone.



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