I get a "Permission Denied" error when I try to "Get Key" or Login to my IM account
This is most likely because you did not grant connection permissions to JiveTalk. Try going to Options > Advanced Options > Applications, select JiveTalk and Edit Permission, and grant Allow All to all connection permissions.

I get a "The application JiveTalk has attempted to open a connection outside your firewall which is not allowed by your IT policy" message when I try to connect with JiveTalk
If you are on BES, it's possible that your IT administrator has set a policy to prevent the application from opening connections externally. If this is the case, please contact your BES administrator.
If you are on BIS, this is most likely because you have your firewall on and accidentally denied connection access to JiveTalk. If this is the case, go to Options > Security Options > Firewall, and select "Reset Firewall" from the menu.

I get a "The application has attempted to open a connection to a location inside the firewall and outside the firewall which is not allowed by your IT Policy." message when I try to connect with JiveTalk
This is most likely caused by a setting in the IT Policy on your BES called Allow Split Pipe Connections. This IT Policy setting prevents applications from switching between TCP/IP and MDS connections. If this is the case, do the following:
1. Open the BlackBerry Manager.
2. On the Tree tab, right-click the BlackBerry Enterprise Server server and select IT Policy. The IT Policy settings for BlackBerry Server window appears.
3. Click Edit. The Edit IT Policy window will appear.
4. Select the Allow Split Pipe Connections checkbox.
5. Click OK.

I get an "Open Tunnel failure"
You will get an "Open Tunnel Failure" if your Blackberry does not have its APN settings configured for TCP access. Go to Options - Advanced Options - TCP. You can check the APN settings for your carrier here.

My buddy list won't load after logging in
This often happens if you're on BES and your BES server is blocking network traffic. Try running the Network Auto Config wizard to automatically detect a better connection setting.

I am on BES and I get a "503 Service Unavailable" error when logging in
This is usually caused by your BES blocking network traffic. You can try to bypass your BES and use either BIS or your carrier's direct TCP APN. See the networking section for more details on configuring the transport type.

I get a "Bad DNS Address" error when I try to log in
Often this is caused by a problem with your device's TCP stack. Try doing a hard reboot - pull battery, wait 1 minute.

I get a "Malformed Address - Returning Null Connection" error when I try to log in
This sometimes happens right after you make a TCP change. Try turning the radio off and then back on. If this doesn't work, try a hard reboot (see above).

I get an "Open Tunnel - Max Timeout" error
This is again caused by a problem with your device's TCP stack. Try turning the radio off and then back on. If this doesn't work, try a hard reboot (see above).

I get an "Max Connections Opened" error
This is caused by a problem with your device's TCP stack. Blackberries are only allowed a limited number of TCP connections, so this can happen if you have a lot of apps open that use direct TCP. Try closing a few applications, if this doesn't work, do a hard reboot (see above).

• Back to User Guide Home