Common Installation Problems
Below are the most common questions asked during BeejiveIM installation.
If your problem is not addressed below, please send us an email at
support@beejive.com.
Make sure to include your Blackberry's model and OS number, and the specific error message you're seeing.
How do I determine which Blackberry OS I'm using?
Go to Options - About. Your OS number should read something like 4.x.x.xxx. Alternatively, you can also open up your BlackBerry email composer,
and typing myver in the message body - your BlackBerry device should automatically substitute the text with your model and OS version.
How do I determine whether I'm on BES or BIS?
You're on BES if it's a corporate BB and you get work email pushed to it. You're on BIS if you acquired the BB directly from the carrier and have signed up for a personal email address at the carrier domain (@"my carrier".blackberry.net).
What is an "Open Tunnel Failure"?
When I try to connect, I get an error stating "The application BeejiveIM has attempted to open a connection outside your firewall which is not allowed by your IT policy"?
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 and ask to enable the "Allow Split Pipe Connections" policy.
If you are on BIS, this is most likely because you have your firewall on and accidentally denied connection access
to BeejiveIM. If this is the case, go to Options > Security Options > Firewall, and select "Reset Firewall" or "Reset Settings" from
the menu. If this still doesn't work, try disabling the firewall.
I just installed the application and it's asking for a license key'?
You can get a beta key automatically by selecting "Get Key" from the menu on the license screen.
After login, why won't my buddy list load? Why do I get a "400 Bad Request" error?
This often happens if you are on BES and your BES server is blocking network traffic. Try re-running the network auto config from the
preferences screen to detect a better connection setting to use for your device. You can also try entering "deviceside=true" into the "Advanced Connection Parameters" field under Preferences to manually bypass your BES.
Why do I get a "503 Service Unavailable" error when logging in on BES?
This is usually caused by your BES blocking network traffic. Try re-running the network auto config from the
preferences screen to detect a better connection setting to use for your device. You can also try entering "deviceside=true" into the "Advanced Connection Parameters" field under Preferences to manually bypass your BES.
Why do 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.
Why do 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).
Why do 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).
Why do 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).
