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Table of Contents
Troubleshooting
Related Manuals for Blackberry Storm
Summary of Contents for Blackberry Storm
- Page 1 BlackBerry® Storm™ Troubleshooting Participant Workbook...
- Page 2 This copyright notice should not be construed as evidence of publication. BlackBerry® Storm™ Troubleshooting Confidential and proprietary material for authorized Verizon Wireless personnel only. Use, disclosure, or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
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Page 3: Table Of Contents
Pictures on the Storm ....................19 Video Mode......................20 Storm Media Application..................21 Preparing for the Storm ...................22 Mission One – Complete the Storm Wizard.............23 Mission Two – Storm Operation ................24 Mission Three – Key Storm Details .................25 Mission Four – Personalize Your Storm ..............26 Mission Five –... - Page 4 BlackBerry Desktop Manager Software 4.7..............29 BlackBerry Desktop Manager – Media ..............30 BlackBerry Media Sync....................31 BlackBerry Media Sync Requirements..............31 BlackBerry Media Sync Supported iTunes File Types ..........32 BlackBerry Media Synchronization Options ............32 BlackBerry Media Sync Additional Information .............32 BlackBerry Storm Support ...................33 BroadbandAccess Connect Tech Support Tool Resources: .........34...
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Page 5: Introduction
Introduction As we approach the final quarter of 2008 we will introduce one of the most anticipated devices in the history of Verizon Wireless. We are proud to introduce the BlackBerry Storm available exclusively from Verizon Wireless in the US. -
Page 6: 2008 Priorities
2008 Priorities Match the 2008 Priorities with the BlackBerry Storm action plans. 1. Grow customers faster Opportunity to offer our 3G Network and High ____ than the competition. ARPU. Largest & Most Reliable 3G Network and the 2. Widen our highest dependability of the exclusive (to the U.S.) -
Page 7: What's New
VZW Applications The Storm supports two of the best Verizon Wireless services available: Visual Voice Mail – manage your voice mail directly on the Storm. View, listen to, delete, and manage messages regardless of delivery order. VZ Navigator v4 – transforms the Storm into a custom navigation device with visual and audible directions. -
Page 8: The Eye Of The Storm
The Eye of the Storm The Storm is a BlackBerry device built from the ground up to be a revolutionary device that works hard and plays hard. The Storm works hard by supporting a full suite of productivity applications: BlackBerry Enterprise Server... -
Page 9: Blackberry Smartphone Comparison
Refer to InfoManager for more details: Products/Svcs> International/Global Services> International CDMA Roaming> Rates/Coverage: Int'l CDMA Voice, Data & Text BlackBerry device software version 4.5 provides support for HTML web browsing, HTML email and the option to install Documents to Go (Standard) on the BlackBerry Curve (8330). -
Page 10: Storm Trackers
Storm Trackers Who will Demand the Storm? Let's look at the consumers and businesses that will demand the Storm. Innovators and early adopters…enjoy being “in the know” and the first to own new technology. Young and social professionals & students who are avid tech users. -
Page 11: Get To Know The Storm
Get to Know the Storm The image below provides an overview of the BlackBerry Storm physical features. Notification LED The Notification LED provides a color coded visual indicator for specific information about the BlackBerry Smartphone. The notification profile must be enabled. -
Page 12: Storm Side View
BlackBerry devices. The headset jack supports a The Back of the Storm The camera lens, flash and battery door release are located on the back of the Storm. The battery door provides access to the BlackBerry® Storm™ Troubleshooting Confidential and proprietary material for authorized Verizon Wireless personnel only. -
Page 13: Storm Main Screen
Storm Main Screen In portrait view the Storm main screen will display eight icons. To display the entire full main screen, press the dedicated menu button and scroll. In landscape view the Storm screen will automatically display twelve icons. Scroll to view the remaining icons. -
Page 14: Storm Setup Wizard
Storm Setup Wizard Similar to previous BlackBerry devices, the Storm will include a Setup Wizard. The Setup Wizard will launch when the device is first powered on and can be accessed from the Setup icon. The Setup Wizard will walk the user through the following tasks:... -
Page 15: Storm Keyboard
Storm Keyboard To access the Storm Virtual Keyboard, press the Menu button and then touch-click Show Keyboard. In Portrait View the Storm supports two keyboards: SureType® Multitap Portrait View SureType Multitap To change the default Portrait keyboard: Press the Menu button and then click-touch Options> Screen/Keyboard > Portrait View Keyboard>... -
Page 16: Take Your World By Storm
Take your World by Storm Now with the BlackBerry Storm you can enjoy the nation’s most reliable network at home and abroad. The BlackBerry Storm is designed to be a global communication tool suited to meet the needs of your lifestyle from formal business trips to casual vacations. -
Page 17: View The Sim Card Number
GSM service is available only when the device is outside the and the user has selected the Global profile or GSM profile. After Verizon Wireless global BlackBerry service is activated then the Verizon Wireless SIM cards will allow GSM service. -
Page 18: Mobile Network Settings
1. Press the Menu button and then touch-click Options> Mobile Network> Network Technology> GSM/UMTS> Network Selection Mode> Manual> 2. The Storm will scan for available networks. 3. Touch-click Mobile Network and then touch-click a preferred carrier from the available list. -
Page 19: Navigation By Storm
Navigation by Storm The Storm includes two applications that support GPS based navigation: VZ Navigator BlackBerry Maps VZ Navigator Customers traveling within the Verizon Wireless National Enhanced Services Rate and Coverage Area can use VZ Navigator to: Access audible turn by turn directions... -
Page 20: Blackberry Maps
BlackBerry Maps Customers can use BlackBerry Maps to access driving directions and search for points of interest: BlackBerry Maps is limited to: Providing visual maps and directions and is unable to provide audible turn by turn directions. BlackBerry Maps relies solely on GPS satellite signals to determine the device location. -
Page 21: Multimedia Storm
Any content that does not appear on the screen can be viewed by scrolling HTML Browser Zoom To zoom in or out on a web page by clicking the BlackBerry Menu button and then touch-clicking either Zoom In or Zoom Out. Streaming Video BlackBerry Storm supports streaming video in the Browser –... -
Page 22: Social Networking Storm
Social Networking Storm The Storm offers two preinstalled social networking applications that provide the user with the tools to keep in touch with friends and colleagues. Facebook for BlackBerry Smartphones Flickr Photo Uploader for BlackBerry Smartphone Facebook Facebook is a popular social networking website available to users at no cost. The Facebook for BlackBerry Smartphones application offers photo uploading capability and additional Facebook functions. -
Page 23: Flickr Photo Uploader
Flickr Photo Uploader Flickr is a leading online photo management and sharing application. Flickr Photo Uploader for BlackBerry Smartphones is an application that allows the user to easily upload their photos to the Flickr website. Uploaded photos are easy to share with friends and family. - Page 24 4. Use the space provided on the next two pages to complete your research. Notes: BlackBerry® Storm™ Troubleshooting Confidential and proprietary material for authorized Verizon Wireless personnel only. Use, disclosure, or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
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Page 25: Getting Started
Facebook Research and Notes Website Tab Notes Overview Getting Started System Requirements Support Downloads Participant Workbook Confidential and proprietary material for authorized Verizon Wireless personnel only. Use, disclosure, or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. MCS 10/15/2008... - Page 26 System Requirements Support Downloads BlackBerry® Storm™ Troubleshooting Confidential and proprietary material for authorized Verizon Wireless personnel only. Use, disclosure, or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. MCS 10/15/2008...
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Page 27: Pictures On The Storm
Image stabilization 2X digital zoom The camera on the BlackBerry Storm is easy to use. Out-of-the-box, the right convenience key is programmed to operate the camera. Alternately the camera can be launched from the main menu touch-click the camera icon. -
Page 28: Video Mode
Video Mode In Video Mode the Storm supports two video formats Normal Mode (240X180) MMS Mode (176X144) The Video Mode options include Video Light Color Effect Video Format Video storage location and folder The Video Camera can be launched from the device menu, touch-click Applications>... -
Page 29: Storm Media Application
Storm Media Application Using the Storm Media Application is similar to the Media Application found on the BlackBerry Curve, BlackBerry Pearl and the BlackBerry 8830 World Edition. The Media application supports: The playback of Music, Ring Tones, Pictures, and Video... -
Page 30: Preparing For The Storm
Preparing for the Storm The Storm is an all touch device with on screen keyboard and touch-click navigation. Here are some key tips to better understand how to operate the Storm. The screen is touch-sensitive and provides a tactile click when pressed lightly. -
Page 31: Mission One - Complete The Storm Wizard
Mission One – Complete the Storm Wizard 1. Complete the Time and Date Setup Wizard. 2. Complete the Language Setup Wizard. 3. Complete the Navigation and Typing Tutorials Setup Wizard. Based on the actions taken above complete the following: 1. When would you explain these tasks to a customer? 2. -
Page 32: Mission Two - Storm Operation
Based on the actions taken above complete the following: 1. How will you explain these tasks to a long-term BlackBerry 8830 user? 2. How will you explain this task to a new BlackBerry user? 3. Describe any customer challenges you might encounter when explaining these tasks. -
Page 33: Mission Three - Key Storm Details
3. SIM Card Number______________________ 4. BlackBerry PIN ___________________ Complete the following tasks: 1. Register the device on the BlackBerry network. 2. Send a PIN Message to a nearby team. Based on the actions taken above complete the following: 1. List up to three scenarios that may require you to ask a customer to perform these tasks. -
Page 34: Mission Four - Personalize Your Storm
Mission Four – Personalize Your Storm 1. Create a contact for your favorite cartoon character. Avoid including personal information. 2. Change the default ring tone volume to low. 3. Assign a ring tone to the contact you created. 4. Change the SMS notification. -
Page 35: Mission Five - Multimedia And Mms
Mission Five – Multimedia and MMS 1. Take a picture and send it to your neighbor using MMS. 2. Open the website www.verizonwireless.com from the HTML browser and compare portrait view and landscape view using both the page view and column view options. -
Page 36: Mission Six - Media Application
BlackBerry® Storm™ Troubleshooting Confidential and proprietary material for authorized Verizon Wireless personnel only. Use, disclosure, or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. -
Page 37: Blackberry Desktop Manager Software 4.7
BlackBerry Desktop Manager Software 4.7 The BlackBerry Desktop Manager Software 4.7 offers the ability to synchronize the Storm with a PC using the included USB cable. BlackBerry Media Sync is a new application included with BlackBerry Desktop Manager Software 4.7. The applications available in BlackBerry Desktop Manager 4.7... -
Page 38: Blackberry Desktop Manager - Media
BlackBerry Desktop Manager Software 4.2 and the launch of the BlackBerry 8830 World Edition. BlackBerry Select and transfer music from a PC to the BlackBerry Storm from Media Sync your Apple® iTunes® music library. Note: BlackBerry Media Sync will not synchronize playlists containing photos, videos, or any unsupported music file types. -
Page 39: Blackberry Media Sync
BlackBerry Media Sync BlackBerry Media Sync is installed with BlackBerry Desktop Manager Software 4.7. Users can also download the BlackBerry Media Sync application directly from the BlackBerry website. http://na.blackberry.com/eng/devices/features/media/mediasync.jsp BlackBerry Media Sync Requirements Windows XP Service Pack 2 or later Windows Vista Apple iTunes version 7.0 or later for Windows XP Service Pack 2 or later... -
Page 40: Blackberry Media Sync Supported Itunes File Types
.mp3 .aac .m4a Note: BlackBerry Media Sync will not synchronize playlists containing photos, videos, or any unsupported music file types. Protected music files cannot by synchronized. BlackBerry Media Synchronization Options BlackBerry Media Sync provides many user options to control the music synchronization. -
Page 41: Blackberry Storm Support
Flickr Photo Uploader for BlackBerry Smartphones is available from RIM Facebook for BlackBerry Smartphones is available from RIM RIM will support the Storm device and email issues outside the VZW scope of support. Escalations to RIM will follow existing area processes. -
Page 42: Broadbandaccess Connect Tech Support Tool Resources
Technical Support Resources Activity: In the technical support resources activity you will access the technical support tool and determine the resources available to assist you with resolving customer issues for the BlackBerry Storm. 1. Access InfoManager 2. Locate the Tech Support Tool 3. -
Page 43: Email Setup Tech Support Tool Resources
Email Setup Tech Support Tool Resources: Path: What resources are available from the InfoManager Tech Support Tool? How will you apply these resources when working with customers? Participant Workbook Confidential and proprietary material for authorized Verizon Wireless personnel only. Use, disclosure, or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. MCS 10/15/2008... -
Page 44: Visual Voice Mail Tech Support Tool Resources
How will you apply these resources when working with customers? BlackBerry® Storm™ Troubleshooting Confidential and proprietary material for authorized Verizon Wireless personnel only. Use, disclosure, or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. -
Page 45: Picture And Video Messaging Tech Support Tool Resources
Picture and Video Messaging Tech Support Tool Resources: Path: What resources are available from the InfoManager Tech Support Tool? How will you apply these resources when working with customers? Participant Workbook Confidential and proprietary material for authorized Verizon Wireless personnel only. Use, disclosure, or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. MCS 10/15/2008... -
Page 46: Vz Navigator Tech Support Tool Resources
How will you apply these resources when working with customers? BlackBerry® Storm™ Troubleshooting Confidential and proprietary material for authorized Verizon Wireless personnel only. Use, disclosure, or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. -
Page 47: Troubleshooting
Confirm MDN is Active in ACSS Verify the correct price plan and features are active BlackBerry price plan or feature code is required Knowledge Base Keywords: Verifying account and device provisioning Verify the MDN/MIN and MEID match the device and programming. -
Page 48: Network Troubleshooting
Knowledge Base Keywords: Identifying dropped calls BlackBerry® Storm™ Troubleshooting Confidential and proprietary material for authorized Verizon Wireless personnel only. Use, disclosure, or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. -
Page 49: Device Troubleshooting
Device Troubleshooting Device troubleshooting for the Storm is similar to other BlackBerry devices. The resources available when troubleshooting include: Equipment Guide Features and Specifications Pricing and Codes Device Accessories Support Knowledge Base – locate answers to complex technical issues by performing... -
Page 50: Sos Error
SOS Error The SOS message on the BlackBerry Storm is an indicator that the device has been set to GSM mode and the SIM card is missing, damaged or improperly installed. See the Technical Support Troubleshooting Guide for SOS Recovery for additional information. -
Page 51: Educate
Educate Verizon Wireless provides our customers excellent value in Wireless Internet service allowing our customers to keep in touch with friends and family and conduct business. Because our customers trust us to provide these vital communication services, we must educate the customer: On the proper use of the product, service, and/or device. -
Page 52: Storm Escalations
Tech Support> General Troubleshooting> Remedy Tickets> Creating Remedy Tickets Notes: BlackBerry® Storm™ Troubleshooting Confidential and proprietary material for authorized Verizon Wireless personnel only. Use, disclosure, or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. -
Page 53: Support For Non-Network Issues
Third-party applications are supported by the application vendor. Vendors will vary, some vendors include: RIM and Handango. RIM provides support to synchronize the BlackBerry Storm with the Macintosh operating system. Synchronization software is available from: http://na.blackberry.com/eng/services/desktop/mac.jsp Support for device operating restrictions implemented by a BES administrator must be referred to the BES administrator for support. -
Page 54: Driving Success With The Storm
BlackBerry Storm troubleshooting best practices activity. Scenario 1 John is a long time Verizon Wireless customer but is a new BlackBerry Storm user. His reason for calling is voicemail not working properly. During the call he indicated he wants to learn more about using email and messaging features of his new phone. - Page 55 Scenario 2 Maryanne upgraded to the BlackBerry Storm from a BlackBerry 7250 and she is not receiving her Yahoo! Email. The device can make and receive calls and browse the Internet. Participant Workbook Confidential and proprietary material for authorized Verizon Wireless personnel only. Use, disclosure, or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
- Page 56 Scenario 3 Amanda is a new BlackBerry Storm user and a new Verizon Wireless customer. One of the main reasons Amanda purchased the BlackBerry Storm is music support. She wants to know how to download music directly to the Storm.
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