Troubleshooting Frequently Asked Questions

Can I synchronize a personal email account (gmail, aol, yahoo, etc.) on my BlackBerry in addition to my GO!NotifySync account?

Yes, however, if you are using a BlackBerry OS version older than 5.0, there is an extra step required for setting this up properly. The best practice is to set up your personal email account(s) on the device first. Then you will need to remove service record(s) that cause issues for GO!NotifySync - that’s the extra step. These service records or service books are native to the device and contain information that controls some of the calendar operations. The problem is, this information causes issues with GO!NotifySync calendar synchronization.

The incompatible service records are labeled "CICAL" and the key is to get rid of them. Knowledge Base article 314 outlines instructions for doing so.

This knowledge base article addresses the problem from several angles:

  • You have not yet installed GO!NotifySync – Perfect! We’ll explain how to avoid the problem.
  • You have GO!NotifySync on your device already, but you would like to set up a personal email account too – No problem, we’ll explain how to do that and still avoid the issues.
  • You are already experiencing calendar issues – We’ll explain how to resolve the issues.

When registering my BlackBerry I get an error that says, "the server's certificate is not trusted." How should I proceed?

This has to do with the SSL certificate on the server, a protocol that provides secure transmission of data over the Internet. It may also be related to an issue that results from a residual IT policy existing on the device. Knowledge base article 1126 gives instructions on how to properly accept the certificate. Knowledge base article 305 addresses the IT policy issue (see next question also).

I get an error indicating that an IT policy exists on my BlackBerry device. What should I do?

The issue is that at one time the device you are using was connected to a BES (BlackBerry Enterprise Server). The device has a residual IT policy on it that is preventing the registration of third party applications. BES IT administrators often push out such policies to devices to enforce corporate security and usage rules.

Several things can remedy this situation. Knowledge base article 305 outlines the possible solutions.