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2008-05-19

Approved By PRAVEEN MAREPELLY


Last Updated By JEEVANAND JAYACHANDRAN
Alignment Restaurant Information Exchange System

Open Task as per the Below List

Access to Aries → CS/OE/Security/Burgerking

Edit Access to Aries → Requires Giovanna Galletti's


Approval Email and then Assign to
CS/OE/Security/Burgerking

Issues with Aries → Data Issue → BK Aries MasterData


Application/Access → BK CITRIX ADMINISTRATION
Usage
Access to Aries Matrix → BK Web Infrastructure
→ BK IT Security

Issues with Aries Matrix → BK Web Infrastructure

Access to Aries PromoSupport →


CS/OE/Security/Burgerking with Lazaro Ballesteros
approval email for Edit Access

Issues with Aries PromoSupport → BK MAA Promosupport

Access to HR Carrot → CS/OE/Security/Burgerking


Tips Built in house.
AT&T - AT&T Global Client to UDP Connection changing
procedure
VERSION: 1.06
Last Update 2008-02-03
Approved By PRAVEEN MAREPELLY
Last Updated By JEEVANAND JAYACHANDRAN
Procedure to change AT&T Global Network
Usage Client to UDP Connection.
changing AT&T Global Network Client to UDP
Links Connection
Tips
Service Desk will attempt to resolve the issue,
and if it’s out of their scope of support, then
Service Desk will route the ticket to 2nd level
support group.
Routing Category: Desktop Software
Sub Category: VPN/Remote Access Tool
Severity: 3

Assignment Group: BK Desktop/MIAMI/BF


Affected Item Affected Item: AT&T
Contact Primary Oncall: Helpdesk Oncall
Information Secondary Oncall: Helpdesk Lead Oncall
Click on AT&T Globe à Show Logon
Propertiesà Preferences àNegotiate UDP
encapsulation
Steps to Change AT & T Global Network Client
to UDP Connection.
Troubleshooting
1. Click the AT&T Globe and select Show Logon
Properties… as shown below.
2. Select the Preferences tab and check
Negotiate UDP encapsulation… as shown
below
AT&T - Adding AT&T Net client manually to Windows Firewall
VERSION: 1.07
Last Update 2008-02-03
Approved By PRAVEEN MAREPELLY
Last Updated By JEEVANAND JAYACHANDRAN
When user is unable to connect to internet via AT&T Net Client, Try excluding the
Usage software in Windows Firewall.
Links Adding AT&T Net client manually to Windows Firewall
Tips
Service Desk will attempt to resolve the issue, and if it’s out of their scope of
support, then Service Desk will route the ticket to 2nd level support group.
Category: Desktop Software
Routing
Sub Category: VPN/Remote Access Tools
Severity: 3
Assignment Group: BK Desktop/MIAMI/BF
Affected Item Affected Item: AT&T
Contact Primary On call: Helpdesk On call
Information Secondary On call: Helpdesk Lead On call
Troubleshooting:
……THIS PROCESS MUST BE DONE AS ADMINISTRATOR……..
Browse to Windows Firewall. Start à Control Panel à Windows Firewall
 Click the Exceptions Tab, Then click Add Program.
 Browse to C:\Program Files\AT&T\Global Network Client.
Troubleshooting  Open Netclient.exe.
 Then Click OK.
 Click OK to End.

AT&T - AT&T Global net Client - Connecting to internet using AT&T


VERSION: 1.09
Last Update 2008-11-23
Approved By PRAVEEN MAREPELLY
Last Updated By Rajan Mamatha
This document helps the service desk personnel
troubleshoot the AT&T Global Net client v6.40 software
Usage
issue for helping user to connect to internet using dial-up
connection and DSL connection.
Links Connecting to internet using AT&T
Tips AT&T is a dialer software used to connect to internet.
AT&T has both dialup and Broadband connections
Service Desk will attempt to resolve the issue, and if it’s out
of their scope of support, then Service Desk will route the
ticket to 2nd level support group.
Routing
Category: Desktop Software
Sub Category: VPN/Remote Access Client
Severity: 3
Assignment Group: BK Desktop/MIAMI/BF
Affected Item Affected Item: Pwd - AT&T Dialer
Contact Primary On-Call: Helpdesk On call
Information Secondary On-Call: Helpdesk Lead On call
When connecting to dial up connection follow the below
steps:
1. Double click on the AT&T Global Client on the
Desktop
2. For Dial-up configuration, select the Dial
tab, and the appropriate number Then
enter your AT&T password and click on
Connect…
Note: Check if the user is connected to a active
ISDN or telephone line. (If ISDN please
enable the optio on AT&T to connect via
ISDN)
3. Type in your BKGLOBAL password and
click on OK…
Troubleshooting 4. Indication that you are connected…
When connecting to broadband connection follow the
below steps:
1. For broadband connection, select the
Broadband tab then hit connect…
2. Type in your BKGLOBAL password and
click on OK…
3. Indication that you are connected…
4. To disconnect click on the button with the
square icon….
5. Click on the Yes tab to complete the
disconnection…

AT&T - Burger King AT&T Dialer


VERSION: 1.03
Last Update 2008-02-03
Approved By PRAVEEN MAREPELLY
Last Updated By JEEVANAND JAYACHANDRAN
Usage For connecting Burger King network from remote
Links AT&T Dialer
Please verify that you are dialing a local area code and telephone number.
Tips
Please refer to Section C for instructions
Routing Routing :
Service Desk will attempt to resolve the issue, and if it’s out of their scope
of support, then Service Desk will route the ticket to 2nd level support
group.
Category: Desktop Software
Sub Category: VPN/Remote Access Tools
Severity: 3
Assignment Group: BK Desktop/MIAMI/BF
If unable to reset the User's account then assign a ticket to
CS/OE/Security/Burgerking
Affected Item Affected Item: AT&T Dialer
Contact Primary On-call: Helpdesk On-call
Information Secondary On-call: Helpdesk Lead On-call
To Dial-in to Burger King
1. Launch your AT&T Dialer from Start/Programs/AT&T
Global Network Client/AT&T Global Network Client or from
your Quick Launch bar
2. Type your password in the “Password” field and press
“Enter”
Logging on to BK VPN
1. After establishing a connection to AT&T, you will be presented with a
Burger King VPN Dialer box.
2. Click Connect to establish a connection to the Burger King network. If
you are dialing the Internet only and do not need to connect to Burger
King, you may choose to click Close.
3. Type your Burger King User ID and password and click OK.
B. Dialing other local numbers when Traveling
1. Place a check mark in the “Traveling User” check box
2. If you are calling from the United States:
a) Select the State that you are located in from the 2nd drop
down list
b) Select the city that you are placing the call from the 3rd
drop down list (if the city that you are in is not listed, select
a city that is located nearest to you)
c) Select the dialing preference in the 4th drop down box
Troubleshooting (e.g. include area code, dial as long distance)

3. If you are calling from Overseas


a) Select the country from the 1st drop down list
b) Select the city that you are placing the call from in the
2nd drop down list (if available)
c) Select the dialing preference from the 4th drop down list.
D. To add a Dialing prefix
4. To add a dialing prefix (such as 9 to get an outside line or
*70 to disable call waiting), click on the “Advanced phone
selection” button
5. Select your preferred Dialing prefix from the “Dial prefix”
drop down list
E. To change your AT&T Dial-up password
6. Click on the “Change” button located next to the
“Password” field
7. Type your current password in the “Current password”
field (you may skip this step if your current password is already
populated)
8. Type your new desired password in the “New password”
field
Retype your new password in the “Confirm new password field and click
“OK
AT&T - Password Reset Procedure
VERSION: 1.29
Last Update 2008-11-21
Approved By Missael Romo
Last Updated By Jose Arreola
Usage Procedure to reset the AT&T password
Links Procedure to reset the AT&T password
Please check the link AT&T userid and password for the updated
Tips one
Service Desk will attempt to resolve the issue, and if it’s out of
their scope of support, then Service Desk will route the ticket to
2nd level support group.
Category: Desktop Software
Routing Sub Category: REMOTE ACCESS TOOLS
Severity: 3
Assignment Group: CS/OE/SECURITY/BURGERKING

Affected Item Affected Item: BKIM-AT&T DIALER


Contact Primary On call: Helpdesk On call
Information Secondary On call: Helpdesk Lead On call
Troubleshooting A. Log on to:
http://globalnetwork.support.att.com/
For EMEA
https://195.212.6.58/att/att_tools_owelogin.html
B. Click on Encrypted access to web tools
and reports.
C. Log on with the following information:
USA/Canada:
Account: bgkg
User name: helpdesk
Password: Burger56

Mexico:

Account: mxbur
User name: mxburs1 or mxburs2
Password: Password
EMA (Europe, Middle east, Asia)
Note: For EMEA use
https://195.212.6.58/att/att_tools_owelogin.html to reset
passwords
Account: abrg
User name1: abrgs1
Password: Welcome9
User name2: abrgs2
Password: Welcome9
Germany User:
Account: GBBURGER
User name: Admin01
Password: newpass1(Note: password is case sensitive)
D. From the drop down menu, click on
“Administration Tools for Service Manager.”
E. Click on User (left hand side menu) and
then passwords.
F. Populate the fields:
1. Admin User ID: helpdesk(USA)
mxburs1 or mxburs2(Mexico) abrgs1 or
abrgs2(EMA)
2. Admin Password:
3. Target User ID: User’s BKU ID
4. Target Password: default
password
5. Set password to expire – NO,
unless the user wants to be prompted to
change the password now.
6. Reset Password
G. Click Submit.
1. You will then see a message at
the bottom that says the password for
BKUXXXX has been reset.

BK Gateway - NO PORTAL ROLES ASSIGNED


VERSION: 1.02
Last Update 2008-08-24
Approved By PRAVEEN MAREPELLY
Last Updated By Rajan Mamatha
Usage When a user calls stating they are receiving "No portal roles" error when trying to log into the BK
Gateway we need to ask for their employment start date.

If they have just started then they need to be told to wait up to one week from their employment start
date before attempting to access the BK Gateway. It takes time for their account to be processed by
HR. It is possible that their account could be ready in a couple days but sometimes it might take the
full week.
If they have been employed at BK for longer than a week and are receiving the error then something
is probably wrong. In this case, the ticket can be submitted to BK IT Security to investigate.

BK gateway Enroll in Workshops


VERSION: 1.02
Last Update 2008-10-10
Approved By PRAVEEN MAREPELLY
Last Updated By Rajan Mamatha
Enroll in Workshops

Usage All ACS Help Desk Associates are to read this document in its entirety, and are to use it as reference
when resolving incidents related to “Enroll in Workshops” quick link for all employees and NA
Franchisees, available through the BK® gateway home page.
Go through the attached Troubleshooting Guide

Links Help Desk Troubleshooting Guide-Enroll in Workshops

Troubleshooting GENERAL APPLICATION TROUBLESHOOTING INSTRUCTIONS

For each of these questions and any other user issues, please try to get as much information from the
 
user as possible in order to help expedite the resolution of the ticket.

All calls received for this application MUST have an incident opened.


TROUBLESHOOTING ISSUES EXPERIENCED BY USERS


Problem#1: The user cannot see “Enroll in Workshops” link under “Applications” on BK®
gateway home page.
HD Associate Course of Action:
1. Check to make sure the user is looking for this content area in the right location (gateway
home page, under Applications).
2. Ask the user if they have lost access to any other BK Gateway applications.
2.1. If the users says they have not lost access to any other application, then follow these steps:
2.1.1. Open an incident for this call
Configuration item name: BKG-My BK
2.1.2. Log the problem as “Enroll in Workshops” link missing under Quick Links.
2.1.3. Assign the incident to the “BK Gateway Development and Support” Team.
2.2. If the user says they have lost access to other applications on the BK Gateway, then follow
these steps:
2.2.1. Open an incident for this call
Configuration item name: BKG-My BK
2.2.2. Log the problem as “User lost access to several BK Gateway applications.” This
may be due to Active Directory Attributes for the user having changed.
2.2.3. Assign the incident to the “BK Gateway Development and Support”.

BK gateway icon missing on desktop


VERSION: 1.02
Last Update 2008-05-09
Approved By PRAVEEN MAREPELLY
Last Updated By Rajan Mamatha
Usage BK Gateway icon missing on the desktop
Configuration : BKIM-BKG - Login

Affected Item Category: DESKTOP SOFTWARE

Subcategory: OFFICE APPLICATION


Helpdesk can fix issues of users not having the BK Gateway
icon not on their desktop

There is a batch file that should be run for anyone who reports
Troubleshooting
not having the "BK Gateway" Icon on their desktop
Follow the below procedure to execute the batch file
Start-> Run->\\bkcrol00\ share\upload\postinstallfiles\
Execute "BKGateway New Link.bat"
BK gateway Image Library
VERSION: 1.07
Last Update 2008-07-30
Approved By CARLOS SOTELO
Last Updated By OLAF ALBERTO PEREZ CARREON
Usage BK gateway- Image Library
Links Bk Gateway Image Library
Troubleshooting ACS HELP DESK
TROUBLESHOOTING GUIDELINES
All ACS Help Desk Associates are to read this document in its entirety and are to use it
as reference when resolving incidents related to the OER Trac Web Site available
through the BKGateway.
I. APPLICATION INFORMATION
Application Name BK™ Image Library
Application Audience All BK Gateway Users
Application Location Link will be locate in “ Marketing Applications”
section on the Marketing Connect Homepage
Application Description This is an existing 3rd party application that stores
BK Brand Images.
The old QuickLink name is BK™ Web Native.
The new QuickLink name is BK™ Image Library.
II. GENERAL APPLICATION TROUBLESHOOTING INSTRUCTIONS

All calls received for this application MUST have an incident opened.
III. TROUBLESHOOTING ISSUES EXPERIENCED BY USERS
Problem#1: The user no longer sees the “BK™ Image Library” link under Quick Links
Marketing Application on the Marketing Connect Homepage
HD Associate Course of Action:
1. Check to make sure the user is looking for this application in the right location.
2. If the user is looking in the right location, notify the user an incident will be opened
and ask the user if they have lost access to any other BK Gateway applications.
2.1. If the users says they have not lost access to any other application than follow
these steps:
2.1.1. Open an incident for this call
2.1.2. Log the problem as BK™ Image Library link missing under Quick Links
Marketing Applications.
2.1.3. Assign the incident to the “BKC-WEB-BKG-MARKETING CONNECT”
Team
2.2. If the user says they have lost access to other applications on the BK Gateway
than follow these steps:
2.2.1. Open an incident for this call
2.2.2. Log the problem as “User lost access to several BK Gateway
applications, this may be due to Active Directory Attributes for the user
having changed
2.2.3. Assign the incident to the BK Gateway Development and Support
============================
Problem#2: The caller says that they receive an error message on any section of the
BK™ Image Library site.
HD Associate Course of Action:
1. Notify the user an incident will be open
2. Open an incident for this problem
3. Log the problem as “User is receiving an error” and identify the error message
or error type and the location of the error message.
4. Assign the incident to “BKC-WEB-BKG-MARKETING CONNECT” Team
============================
Problem#3: The caller is having issues related to content or links within the BK™
Image Library
HD Associate Course of Action:
1. Notify the user an incident will be open.
2. Open an incident for this problem
3. Log the problem as “User is having issues related to content or links that are not
part of the Quick Links”. List any other description of the error and any error
message the user may have experienced.
4. Assign the incident to “BKC-WEB-BKG-MARKETING CONNECT” Team
============================
Problem#4: The user no longer sees the “BK™ Web Native” link under Quick Links
Marketing Application on the Marketing Connect Homepage.
HD Associate Course of Action:
1. Inform the user that the name has changed from “BK™ Web Native” to “BK™
Image Library”
2. Check to make sure the user is looking for this application in the right location.
3. If the user is looking in the right location, notify the user an incident will be opened
and ask the user if they have lost access to any other BK Gateway applications.
3.1. If the users says they have not lost access to any other application than follow
these steps:
3.1.1. Open an incident for this call
3.1.2. Log the problem as BK™ Image Library link missing under Quick Links
Marketing Applications.
3.1.3. Assign the incident to the “BKC-WEB-BKG-MARKETING CONNECT”
Team
3.2. If the user says they have lost access to other applications on the BK Gateway
than follow these steps:
3.2.1. Open an incident for this call
3.2.2. Log the problem as “User lost access to several BK Gateway
applications, this may be due to Active Directory Attributes for the user
having changed
3.2.3. Assign the incident to the BK Gateway Development and Support

BK Gateway links provided by BK IT Security


VERSION: 1.01
Last Update 2008-08-24
Approved By PRAVEEN MAREPELLY
Last Updated By Rajan Mamatha
Usage For new user requests we normally send a task to IT security requesting for access to all requested
quick Links under Gateway.

Going forward we send task ticket to BK IT Security only for below mention application, Rest
links will show up automatically:

DATA Connect

Field Financials

Franchise Scorecard

Guest track

Matrix

OER Reporting

OPS Connect

Oracle Sales Analyzer

POS Menu Maintenance


Redcat

Teach and Coach Platform

User Admin Access

XFormity
Routing Assignment group: BK IT Security

Blackberry - Blackberry Issues


VERSION: 1.09
Last Update 2008-11-22
Approved By PRAVEEN MAREPELLY
Last Updated By Rajan Mamatha
Usage For sending and receiving message
Links Blackberry Issues
Routing: -
Service Desk will attempt to resolve the issue, and if it’s out of their scope of
support, then Service Desk will route the ticket to 2nd level support group.
Category: BK\Desktop
Routing Sub Category: Handheld Devices
Server level issues will be taken care by BK DESKTOP/MIAMI/IMAC

BK Service Delivery Telecom à Will procure the device


Affected Item Affected Item: BKIM Blackberry
Troubleshooting Troubleshooting:
1. Ensure that the radio is turned on. To do so, scroll to the wireless icon.
Be sure it is turned on. If it is on, toggle it on and off.
2. If that does not work, try resetting the device by removing the battery.
3. Ensure that user mailbox is not over the size limit as this can interfere
with mail transmission.
4. Try syncing the device with the users’ machine. If necessary, create an
new encryption key by:
o Open the Redirector Settings from the Blackberry Desktop
Manager.
o Under the Security tab select “Generate Keys Manually” then click
on the Generate button. Move the mouse to generate a new
encryption key.
o Change the setting back to “Generate Keys Automatically” and
click OK.
5. Ensure GPRS (in capital letters) is displayed in the upper right hand
corner of the screen. Lower case gprs or GSM being displayed means
the device is in a cellular service area, however there is no data service
available.
Always remember that it sometimes takes up to 1 hour the receive
messages on the black berry device
If the device is still not functioning after attempting the above steps,
please forward the ticket to Workstation Support.
SUBTOPICS
• Blackberry - Activation, deletion in BES server
• Blackberry - Blackberry Handheld Features
• Blackberry - Changing the time zone
• Blackberry - Common Settings - Deleting Emails Issue
• Blackberry - Handheld password (Securing BlackBerry Devices)
• Blackberry - Hard Resetting the Blackberry device
• Blackberry - Wiping a Blackberry
• Blackberry - Wireless Blackberry Activation
• Blackberry -Calendar changes in Outlook do not synchronize to the BlackBerry device

• Blackberry -Synchronizing emails


Blackberry - Activation, deletion in BES server
VERSION: 1.13
Approved By PRAVEEN MAREPELLY
Updated By Rajan Mamatha
The below links has the information about
login to the BES server, finding the user on a
BES server, adding and deleting user from
BES server.

Procedure to login to the


Routing blackberry Enterprise server
Find the user & set the activation password on
Blackberry Enterprise server
Delete a blackberry account from BES
Server
Add the user in BES and activate the
blackberry account
Blackberry - Blackberry Handheld Features
VERSION: 1.01
Approved By PRAVEEN MAREPELLY
Updated By Rajan Mamatha
Usage: A wireless email solution for mobile professionals. It provides easy access
to business email wherever we go. This document describes the various fields in
Routing blackberry.
Service Desk will attempt to resolve the issue, and if it’s out of their scope of
support, then Service Desk will route the ticket to 2nd level support group.
BKIM-BLACKBERRY

Affected Item Category/Sub category: HARDWARE/BLACKBERRY/PALM/TREO/PDA

Assignment group: BK DESKTOP/MIAMI/BF


Contact Information
Troubleshooting
Blackberry Handheld Features

Home

• To use the handheld in the dark, press the Power button

• Password-protect your Blackberry handheld. To set a password, go to Options>Security. Set the desired
timeout and enable/set a password. In conjunction with this, you should also go to the Options menu to the
Owner item, and enter your name and contact information. When the password protection kicks in, this is
what is displayed on the screen.

• To lock the handheld, set a password. Click the Lock icon.

• To lock the keyboard, click the Keyboard Lock icon.

• To unlock the keyboard, double click the track wheel.

• To move an icon on the Home screen, press the Alt key. Click the track wheel. Click Move Icon. Position
the icon. Click the track wheel.

• To hide an icon on the Home screen, select an icon. Hold the Alt key and click the track wheel. Click Hide
Icon.

• To show a hidden icon on the Home screen, hold the Alt key and click the track wheel. Click Show All.

Select a crossed out icon. Click Hide Icon.

• To switch to another application, hold the Alt key and press the Escape button. To select the application,
continue to hold the Alt key and roll the track wheel. To switch to that application, release the Alt key

• To use shortcut keys to open an application from the Home screen, open the phone options. Click General
Options. Change the Dial from Home Screen field to No. The shortcut keys are underlined on the Home
screen. You can use these keys, but you cannot make calls from this screen.

• To vertically scroll between icons on the home screen, hold down the Alt key while rolling the track wheel.

Searching

• To search for text, click the track wheel. Click Find. Type the text.

• To find a contact in the Address Book, type the contact name or initials separated by a space
Clearing fields
• To select a check box, press the Space key. To clear the check box, press the Space key again.
• To change an option field, hold the Alt key. Click a value.
• To move to an item in a list or menu, type the first letter of the item.
• To clear a field, click the track wheel. Click Clear Field.
Navigating screens
• To move the cursor, roll the track wheel.
• To move the cursor in a different direction, hold the Alt key and roll the track wheel.
• To exit a screen or dialog box, press the Escape button.
• To select an icon or menu item, roll the track wheel. Click the track wheel.
• To jump to an item in a list or menu, press the first letter of the item.
• To select multiple items or characters, hold the Shift key and roll the track wheel.
• To page up or down in a list, hold the Alt key and roll the track wheel.
• To move to the top of a screen, press T.
• To move to the bottom of a screen, press B.
• To move down a screen (page down), press the Space key.
• To move up a screen (page up), press the Shift key and the Space key.
• To move to the next item, press N.
• To move to the previous item, press P.
Typing
• To capitalize a letter, hold the letter key until the capitalized letter appears.
• To insert a period, press the Space key twice. The next letter will be capitalized.
• To type the alternate character on a key, hold the Alt key and press the character key.
• To type a symbol, press the Symbol key. Click on a symbol.
• To type an accented or special character, hold the letter key and roll the trackwheel.
• To turn on CAP lock, hold the Alt key first and press the Right Shift (Cap) key.
• To turn on NUM lock, press the Right Shift key first and press the Alt key.
• To turn off NUM lock or CAP lock mode, press the Right Shift key.
• To type numbers in a number field, press the number keys. You do not need to press the Alt key.
• To insert the “@” and “.” characters in an Email field, press the Space key.
Editing text
• To select text by character, hold the Shift key and roll the track wheel.
• To select whole lines, press the Shift key once and roll the track wheel.
• To cancel text selection, press the Escape button.
• To copy the selected text, select the text. Press the Alt key and click the track wheel.
• To paste the selected text, press the Shift key and click the track wheel.
• To cut the selected text, press the Shift key and the Backspace key.
Messages
• To open the selected message, press the Enter key.
• To jump to the bottom of the Messages screen, press B.
• To jump to the top of the Messages screen, press T.
• To compose a message from the Messages list, press C.
• To reply to a message, press R.
• To forward a message, press F.
• To reply to all, press L.
• To file a message, press I.
• To search for text within a message, press S. To search for the next occurrence of the text, press S again.
• To switch between showing and hiding filed messages, press H.
• To move down a page in a message, press the Enter key.
• To move up a page in a message, press the Alt key and the Enter key.
• To view sent messages, press the Alt key and O.
• To view received messages, press the Alt key and I.
• To view SMS messages, press the Alt key and S.
• To view phone call logs, press the Alt key and P.
• To view direct connect call logs, press the Alt key + D.
• To view Voice Mail messages, press the Alt key and V.
• To jump to the next unopened item, press U.
• To mark a message opened or unopened, press the Alt key and the U key.
• To jump to the next day, press N.
• To jump to the previous day, press P.
• To move to the next related message, press J.
• To move to the previous related message, press K.
• To move to the last cursor position in a received message, press G.
• To view the email address or PIN of a sender or a recipient, in the to or From field of a received
message, select a name. Press Q. To show the display name again, press Q.
• To delete selected messages, press the Delete key.
• To delete all messages prior to and including a specific date, in the messages list, select a date field (i.e.
Fri, Oct 10, 2003). Click the track wheel. Click Delete Prior.
Attachments
• To switch between viewing the generated table of contents and the full content for a document
attachment, press V.
• To switch to a different worksheet within a spreadsheet attachment, press V. Select a worksheet and press
the Enter key.
• To change the column size, press W.
• To turn on or turn off column and row labels, press H.
• To move to a specific cell, press G.
• To display the contents of a specific cell, press the Space key.
• To pan horizontally across an image, hold the Alt key and roll the track wheel.
• To zoom into an image, press I. To continue zooming into an image, hold the Left Shift key and roll the
track wheel.
• To zoom out of an image, press O. To continue zooming out of an image, hold the Left Shift key and roll
the track wheel.
• To zoom to the original image size, press W.
• To rotate an image, press R.
Phone
• To open the Phone screen, either (a) press the Phoneii button OR (b) press the Space key.
• To end a call, hold the Escape button.
• To call a speed dial number, hold an assigned letter key.
• To type an extension, press the Alt key and the 8 key. Type the extension number
• To dial the last number that you typed, press the Space key and press the Enter key.
• To assign speed dial to a letter, hold a letter key. Type a number.
• To call your voice mail access number, hold 1.
• To type letters in phone numbers, hold the Alt key and type letters.
• To mute a call, either: (a) Press the Phoneii button. To turn mute off, press the Phone button again. OR
(b) Click the track wheel. Click Mute. To turn Mute off, click the track wheel. Click Turn Mute Off.
• To change the volume during a call, roll the track wheel.
• To move to the top of the Phone screen while viewing the list of contacts, press the Space key.
• To insert a wait when typing a phone number, press B.
• To insert a pause when typing a phone number, press N.
Direct Connect
• To talk to a selected contact or group using direct connect, hold the Push To Talk button and speak.
• To listen to a contact or group during a call, release the Push to talk button.
• To alert a selected contact or group, click the track wheel. Click Alert.
• If your handheld has a speaker, to switch between the speaker and earpiece during a call, press the
Symbol key.
Browser
• To return to the last page you viewed (Back), press the Escape button.
• To insert a period in the Go to dialog box, press the Space key.
• To insert a slash mark (/) in the Go to dialog box, press the Shift key and the Space key.
• To return to the home page, press H.
• To edit a web address in the Go To dialog box, hold the Alt key and roll the track wheel to select an
address. Edit the text and click the track wheel.
• To open the Browser Bookmarks screen, press K.
• To add a bookmark, press A.
• To refresh a web page, press R.
• To search for a word on a page, press F. To find the next instance of a word on a page, press the Alt key
and F.
• To view the history, press I.
• To move to the next page in the history, press N.
• To move to the previous page in the history, press the Delete key.
• To view, copy, or send the address for a link, press L.
• To view, copy, or send the address for a page, press P.
• To view more images, press M.
• To view all images, press Q.
• To open the Browser options, press O.
• To move down a page, press the Space key.
• To move up a page, press the Shift key and the Space key.
• To save a web page to your Messages screen, press S.
• To stop a web page from loading, press the Escape button.
• To move to a specific web page, press G.
• To move between full screen mode and normal mode, press U.
• To move the browser to the background to use another application, press D
• To close a web page, press the Escape button.
• To close the browser, hold the Escape button.
Calendar
• For these tips to work in Day view, in the calendar options, set the Enable Quick Entry field to No.
• To change to Agenda format, press A.
• To change to Day format, press D.
• <span style="FONT-
Blackberry - Changing the time zone
VERSION: 1.03
Approved By PRAVEEN MAREPELLY
Updated By Rajan Mamatha
Service Desk will attempt to resolve the issue, and if
Routing it’s out of their scope of support, then Service Desk
will route the ticket to 2nd level support group.
BKIM-BLACKBERRY

Category/Sub category:
HARDWARE/BLACKBERRY/PALM/TREO/PDA
Affected Item
Assignment group: BK DESKTOP/MIAMI/BF

Severity: 3
Contact Information
Troubleshooting
If you’re going to be staying somewhere foreign for an extended period of time it
may be a good idea to change the time zone on your Blackberry.

To change your time zone do the following:

1. From the Home screen, click Options.

2. From the Options screen, click Date/Time.

3. With the Time Zone field already selected, click the track wheel and select
‘Change Option’.

4. Using the track wheel, scroll through the list and select the desired time zone and
save your changes
Blackberry - Changing the time zone
VERSION: 1.03
Approved By PRAVEEN MAREPELLY
Updated By Rajan Mamatha
Service Desk will attempt to resolve the issue, and if it’s out of their scope of
Routing
support, then Service Desk will route the ticket to 2nd level support group.
BKIM-BLACKBERRY

Category/Sub category: HARDWARE/BLACKBERRY/PALM/TREO/PDA


Affected Item
Assignment group: BK DESKTOP/MIAMI/BF

Severity: 3
Contact Information
Troubleshooting
If you’re going to be staying somewhere foreign for an extended period of time it may be a good idea to
change the time zone on your Blackberry.

To change your time zone do the following:

1. From the Home screen, click Options.

2. From the Options screen, click Date/Time.

3. With the Time Zone field already selected, click the track wheel and select ‘Change Option’.

4. Using the track wheel, scroll through the list and select the desired time zone and save your changes.
Blackberry - Common Settings - Deleting Emails Issue
VERSION: 1.04
Approved By PRAVEEN MAREPELLY
Updated By Rajan Mamatha
Service Desk will attempt to resolve the issue, and if it’s out of their scope of
support, then Service Desk will route the ticket to 2nd level support group.

The Blackberry device has many settings to choose from offering a wide
variety of preferences users can have as to how their device works. Many of
Routing the common issues Blackberry users experience are not related to any actual
problems with the device or it’s connectivity at all. These issues are often
related to Blackberry Settings being disabled, unchecked, or enabled to the
wrong extent of the user’s preference. These types of issues can be resolved
without any changes being made to the user’s position on the BES, nor any
changes to their wireless account.
BKIM-BLACKBERRY

Affected Item Category/Sub category: HARDWARE/BLACKBERRY/PALM/TREO/PDA

Assignment group: BK DESKTOP/MIAMI/BF


Contact Information
Troubleshooting
Deleting Emails Issue

This is often characterized by a person saying “my emails aren’t synching” or “when I delete on my
blackberry it doesn’t delete on my desktop. Less commonly, someone may say “my emails are deleting on
my desktop but they don’t disappear on my blackberry.”

Let’s tackle these one at a time;

A. “My emails aren’t synching” or “When I delete on my blackberry it doesn’t delete on my desktop.”

Resolution: There is a setting that allows users to delete on the blackberry and have the email stay active on
their desktop or laptop’s version of outlook. This is the default setting. To have this changed so that emails
deleted on the blackberry disappear from the desktop also, the user will need to perform the following;

From the home screen, navigate to the inbox icon called “messages.”

From the messages view (the inbox), hit the option button, and choose “options.”
A list of options will display. Choose “Email Reconciliation”
A new list of options displays. The one we’ll need to change is called “Delete On:.”

Change the “Delete On” setting to “Mailbox and Handheld”. **


Leave the menu by hitting the back button and be sure to save the settings changes when prompted to.

**The settings that can be chosen for deleting are; Handheld, Mailbox and Handheld, and Prompt.
Handheld just lets deleted email stay unchanged on the user’s desktop or laptop. The “Mailbox and
Handheld” setting allows anything deleted on the Blackberry to be deleted on the desktop or laptop. The
‘Prompt” setting allows a user to be prompted every time he or she deletes something whether or not they
want it to be removed from the desktop or laptop. Most users prefer the “Mailbox and Handheld” setting.

B. “My emails are deleting on my laptop/desktop but they do not disappear from my Blackberry.”

Resolution: This issue is almost always because of how they delete their mail. If the user deleted email, the
blackberry needs time to see the email in the deleted box. In other words, if not enough time has gone by
for the device to spot the email sitting in the deleted folder, it will not know that the item has been deleted.
Blackberry users who delete and email and then empty the deleted folder immediately or shortly after will
often experience this issue.
Blackberry - Handheld password (Securing BlackBerry Devices)
VERSION: 1.02
Approved By PRAVEEN MAREPELLY
Updated By Rajan Mamatha
Routing BKC is instituting a new BlackBerry password policy to protect
BKC confidential data, safeguard personal information and
prevent theft. The policy will automatically go into affect on
Monday, Sept. 15. At that time, BlackBerry users will be
prompted to set a simple password to utilize your phone.

Tips:

FOR BLACKBERRY USERS

• A password must be entered to unlock and use the


phone.
• The password must be at least four characters in
length.
• Simple patterns such as '1111' or 'AAAA' will not work as
a password because of minimum BlackBerry complexity
requirements.
• The phone will lock the screen after 10 minutes
or when holstered (after which the password must be
re-entered).
• Passwords must be changed every 180 days.
• When passwords expire, new passwords cannot be the
same as the old password.

• Phone data will be erased after five unsuccessful


attempts to unlock the phone.
BKIM-BLACKBERRY

Category/Sub category:
HARDWARE/BLACKBERRY/PALM/TREO/PDA
Affected Item
Assignment group: BK DESKTOP/MIAMI/BF

Severity: 3
Contact Information
Troubleshooting

How to enable a password on handheld?


To enable a password on your handheld, perform the following steps:
1. At main menu, click Options.
2. Click Security.
3. At Password, click Enable.
4. Enter your password, and then verify your password.
5. Press the track wheel, and then click Save.
To change handled password from main menu, click Options > Security > Press the
track wheel and choose change password. Key in the old password, then choose and
confirm new password.

To change a device password from the BlackBerry Enterprise Server,

1. Open the BlackBerry Enterprise Server Management console.

2. Right-click the user account that requires a password change.


3. Click IT Admin > Set Password and Lock.

4. In the Set Handheld Password and Lock window, type the new password into the
New Password and New Password Again fields.

5. Click OK.

Note: It takes approximately few minutes for the new IT Policy to be sent to the device.

6. When the device receives the IT Policy, the following message is displayed:

New IT Policy Changed Over The Air. Would you like to accept?

7. Click OK. The user can now use the new password on the device.

NOTE: When the password is enabled, Security Timeout appears on the display when
the handheld is inactive.
Caution: If the user chooses a password they do not remember and then enters the
password incorrectly 5 times, the device will wipe back to factory defaults as a part of
the policy. This will cause the device to no longer be synchronized to company email
Blackberry - Hard Resetting the Blackberry device
VERSION: 1.02
Approved By PRAVEEN MAREPELLY
Updated By Rajan Mamatha
Service Desk will attempt to resolve the issue, and if it’s out of their scope
Routing of support, then Service Desk will route the ticket to 2 nd level support
group.
BKIM-BLACKBERRY

Affected Item Category/Sub category: HARDWARE/BLACKBERRY/PALM/TREO/PDA

Assignment group: BK DESKTOP/MIAMI/BF


Contact Information
Troubleshooting
Usage: Hard resetting a blackberry can resolve most issues with malfunctioning sim cards, sim card
errors, sim card not found errors, and when getting the “SOS” message on the top center or top right
hand corner of the device (the one that says emergency calls only). The Soft reset option is just to power
down and power back on the unit.

Troubleshooting Steps:

1) While the device is on, remove the back plate that covers the battery and remove the battery itself.

2) Pull out the sim card from the device and place the battery back in the device
with no sim card inside.
3) Let the device power itself back on. Leave it on for about 2 minutes.
4) While the device is still on pull the battery out again and this time put the sim card back in and
put everything back together including the battery and let the device power itself back on again.
5) When the device comes back on, usually the wireless service is turned off. This can be
identified by observing the word “OFF” in the top right hand corner or top center of the device.
a. If this is the case, scroll down to the icon that says “Turn wireless on”. Click it and
wait for the signal to come to the device. After a minute or so it should say EDGE or
GPRS. If it says GSM or edge in all lowercase letters after about 3 minutes, your area has
no data coverage.
b. If your device comes back on already with data signal (indicated by EDGE or GPRS in
the top right hand corner), you can skip this step altogether. Your device is working
properly.
6) Upon seeing EDGE or GPRS in the top right hand corner, your device now is getting data
signal and no further device or coverage issues should be present. (If issues persist, a ticket
needs to be opened with the help desk so that one of our team members can check to see if
an issue is present on the Blackberry Enterprise Server (BES)).

PRAVEEN MAREPELLY
Updated By Rajan Mamatha
Service Desk will attempt to resolve the issue, and if it’s out of their
Routing scope of support, then Service Desk will route the ticket to 2nd level
support group.
Affected Item:

BKIM-BLACKBERRY
Affected Item
Category/Sub category:
HARDWARE/BLACKBERRY/PALM/TREO/PDA

Assignment group: BK DESKTOP/MIAMI/BF


Contact Information
Troubleshooting
Usage: Wiping a Blackberry is the OS equivalent to performing a system restore on a desktop PC.
Wiping a blackberry is the common fix for issues relating to synchronization and connectivity.
Devices that have been transferred from one user to another should always be wiped before
synchronized.
Some Blackberry OS versions will perform this automatically when attempting to synchronize a unit
with the BES while one email account already exists on the unit.
Troubleshooting Steps:

1. From the home screen, navigate to the icon entitled “Settings”

2. Now navigate to the icon entitled “Options”

3. A list of options will display. Choose “Security Options”

4. Another list of options will appear. Choose “General Settings”

5. A new screen will appear with some security settings displayed.

6. Hit the option button (button to the left of the track ball) and choose “Wipe Handheld”.

7. The device will prompt you to confirm you would like to do this by typing in the word
“blackberry”.

8. The device will reset itself back to factory default settings with no email, texts, pictures, or
anything that the device did not come preloaded with.

Note: Please take note of step 8. It is always best to ask a user if they have any pictures within the
unit that they can’t lose. This is because when the device gets wiped, so does the memory. If the
user’s device comes equipped with a micro SD slot, they can save the pictures to a micro SD card for
later use.
Blackberry - Wireless Blackberry Activation
VERSION: 1.02
Approved By PRAVEEN MAREPELLY
Updated By Rajan Mamatha
Service Desk will attempt to resolve the issue, and if it’s out of their
Routing scope of support, then Service Desk will route the ticket to 2nd level
support group.
BKIM-BLACKBERRY

Category/Sub category:
HARDWARE/BLACKBERRY/PALM/TREO/PDA
Affected Item
Assignment group: BK DESKTOP/MIAMI/BF

Severity: 3
Contact Information
Troubleshooting
Procedure to Activate Blackberry Device:

1. Make sure the handheld displays the correct network for data transfer in the top right
corner. The network will vary depending on the carrier, but will be in all caps regardless
(GPRS, NXTL, etc). If it isn’t, you need to contact your carrier.

2. If the handheld you are using is not new, you may want to reset it to factory settings. To
do so, go to Options> Security. Push the track wheel in and choose Wipe Handheld.

3. Choose the Enterprise Activation icon in the main menu. If you do not see it, go to
Options> Enterprise Activation.
4. Enter the user’s full email address (firstname.lastname@whopper.com).

5. The password is NOT the same password as their email account. It is a one time use
security key used during activation.
6. Push the track wheel in and choose Activate Now. The handheld will now communicate
with the BES and begin exchanging information.
Blackberry -Calendar changes in Outlook do not synchronize to the BlackBerry device
VERSION: 1.02
Approved By PRAVEEN MAREPELLY
Updated By Rajan Mamatha
Service Desk will attempt to resolve the issue, and if it’s out of their
Routing scope of support, then Service Desk will route the ticket to 2nd level
support group.
BKIM-BLACKBERRY

Category/Sub category:
HARDWARE/BLACKBERRY/PALM/TREO/PDA
Affected Item
Assignment group: BK DESKTOP/MIAMI/BF

Severity: 3
Contact Information
Troubleshooting
Calendar changes in Outlook do not synchronize to the BlackBerry device.

Problem
When a meeting or appointment is created or updated in Microsoft Outlook, it does not
wirelessly synchronize to the BlackBerry device.

Resolution
Complete the following steps:
Create a calendar entry on the BlackBerry device and verify that the entry is
able to wirelessly synchronize to Microsoft Outlook.
On the BlackBerry device, open the Calendar application.
Display the menu and click Options.
Set the Wireless Synchronization field to No.
Display the menu and click Save.
Set the Wireless Synchronization field to Yes.
Display the menu and click Save. Turning wireless calendar synchronization on and
off will reset the calendar database on the BlackBerry device.
Create a calendar entry in Microsoft Outlook and verify that the entry
wirelesslysynchronizes to the BlackBerry device.

Blackberry -Synchronizing emails


VERSION: 1.01
Approved By PRAVEEN MAREPELLY
Updated By Rajan Mamatha
Service Desk will attempt to resolve the issue, and if it’s out of
Routing their scope of support, then Service Desk will route the ticket to
2nd level support group.
BKIM-BLACKBERRY

Category/Sub category:
HARDWARE/BLACKBERRY/PALM/TREO/PDA
Affected Item
Assignment group: BK DESKTOP/MIAMI/BF

Severity: 3
Contact Information
Troubleshooting
Information to understand Blackberry and Synchronizing emails:

Your e-mail travels to your Blackberry via service providers.


Blackberry should have following four basic features
Display screen: Graphic user interface (GUI) of the Blackberry
QWERTY keyboard: Input for the Blackberry
Escape button: Button used to cancel a selection
Track wheel: Tool used to navigate the display screen
Enabling wireless e-mail synchronization:
1. Highlight Messages from the Blackberry Home screen and press the track wheel.
2. Press the track wheel and choose Options.
This brings up the Options screen, which contains two option types:
General Options and Email Reconciliation.
3. From the Options screen, scroll to Email Reconciliation and press the track wheel.
4. On the Email Reconciliation screen are three options:
• Delete On: This option configures how Blackberry handles your e-mail deletion.
• Wireless Reconciliation: This option turns on or off the wireless sync function.
• On Conflict: This option controls how Blackberry handles inconsistency between e-mail on your
Blackberry versus Blackberry Internet Service client. You can choose who “wins” via this option:
your Blackberry or the Blackberry Internet Service client.
5. Scroll to Delete On, press the track wheel, and choose from
• Handheld: A delete on your Blackberry takes effect on your Blackberry only.
• Mailbox & Handheld: A delete on your Blackberry takes effect on both your Blackberry and your
inbox on Blackberry Internet Service client.
• Prompt: This option prompts your Blackberry to ask you at the time of deletion.
6. Scroll to Wireless Reconciliation, press the track wheel, and choose On.
7. Scroll to On Conflict, press the track wheel, and choose how to deal with inconsistencies.
A conflict occurs when the number of e-mails on your handheld does not match your actual e-mail
account(s) because you deleted e-mail on your handheld (or on your e-mail account) and not the
other.
Note: If the above troubleshooting does not fix the problem, assign the ticket to local
workstation support
For detailed view, click on the link
Blackberry and Synchronizing emails