Blackbe;rry Storm Operating instructions

BlackBerry® Storm™ Troubleshooting
Participant Workbook

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Document Information
WD Team: Product, Data, and Device
Date File Name Developer
9/23/2008 DT_BlackBerryStormTechSupportILT_PBI3802-
5_PW_PDD.doc Michael Sharnet
10/1/2008 DT_BlackBerryStormTechSupportILT_PBI3802-
5_PW_PDD.doc Michael Sharnet
10/15/2008 DT_BlackBerryStormTechSupportILT_PBI3802-
5_PW_PDD.doc Michael Sharnet
Proprietary Information
Not for use or disclosure outside Verizon Wireless and its affiliates except under written
agreement.
This is an unpublished, proprietary work of Verizon Wireless that is protected by United
States copyright laws. Disclosure, copying, reproduction, merger, translation, modification,
enhancement, or use by anyone other than authorized employees or licensees of Verizon
Wireless without the prior written consent of Verizon Wireless is prohibited.
Copyright © 2008 Verizon Wireless All Rights Reserved.
This copyright notice should not be construed as evidence of publication.
ii 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

Table of Contents
Introduction....................................................................................................................1
2008 Priorities............................................................................................................2
What to Expect ..........................................................................................................2
What’s New....................................................................................................................3
BlackBerry Preinstalled Applications .........................................................................3
VZW Applications ......................................................................................................3
BlackBerry Desktop Manager Software.....................................................................3
The Eye of the Storm.....................................................................................................4
Service Activation......................................................................................................4
BlackBerry Smartphone Comparison ............................................................................5
Storm Trackers..............................................................................................................2
Who will Demand the Storm?....................................................................................2
Get to Know the Storm ..................................................................................................3
Notification LED.........................................................................................................3
Storm Side View........................................................................................................4
The Back of the Storm...............................................................................................4
Storm Main Screen....................................................................................................5
Configuring Sounds and Alerts..................................................................................5
Storm Setup Wizard...................................................................................................6
Storm Keyboard.........................................................................................................7
Take your World by Storm.............................................................................................8
Global Pay-per-use Warning Message......................................................................8
View the SIM Card Number.......................................................................................9
SIM Card and GSM Service ......................................................................................9
Mobile Network Settings..........................................................................................10
Mobile Network........................................................................................................10
International Text Messaging...................................................................................10
Navigation by Storm ....................................................................................................11
VZ Navigator............................................................................................................11
BlackBerry Maps......................................................................................................12
Multimedia Storm.........................................................................................................13
Web Browser...........................................................................................................13
HTML Browser Zoom ............................................................................................13
Streaming Video....................................................................................................13
Social Networking Storm .........................................................................................14
Facebook...............................................................................................................14
Flickr Photo Uploader............................................................................................15
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 – Multimedia and MMS.......................................................................27
Participant Workbook iii
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MCS 10/15/2008

Mission Six – Media Application..............................................................................28
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
Email Setup Tech Support Tool Resources:.........................................................35
Visual Voice Mail Tech Support Tool Resources:.................................................36
Picture and Video Messaging Tech Support Tool Resources:..............................37
VZ NavigatorTech Support Tool Resources:........................................................38
Troubleshooting...........................................................................................................39
Account Troubleshooting.........................................................................................39
Network Troubleshooting.........................................................................................40
Device Troubleshooting...........................................................................................41
General Connectivity.............................................................................................41
General Device......................................................................................................41
SOS Error..............................................................................................................42
Educate ...................................................................................................................43
Storm Escalations........................................................................................................44
Support for Non-network Issues..............................................................................45
Driving Success with the Storm...................................................................................46
iv BlackBerry® Storm™ Troubleshooting
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MCS 10/15/2008

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.
Standout features include:
An innovative crystal-clear touch screen that allows you to be as accurate as
ever
Orientation sensor detects landscape or portrait view
Enhanced global capability
9Quad-Band GSM provides access to select South American destinations
as well as 3G speeds with UMTS in popular destinations – including Japan!
9More than 200 voice destinations
9More than 150 data destinations
9Preinstalled SIM card
Native document editing for Microsoft® Word, PowerPoint, and Excel files
Note: Customers choosing to activate global service will follow existing global
activation processes.
The media ready Storm:
Preinstalled 8 GB SanDisk® microSD™ card
Support for microSD cards up to 16GB
Take your music with you in many popular formats:
9.3gp, MP3, WMA9 (.wma/.asf), WMA9 Pro/WMA 10, MIDI, AMR-NB, AAC
Watch movies and video in the following formats:
9H.263,MPEG4, H.264, WMV
Built-in Voice recording
Take your files with you
Participant Workbook 1
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

2008 Priorities
Match the 2008 Priorities with the BlackBerry Storm action plans.
1. Grow customers faster
than the competition. ____ Opportunity to offer our 3G Network and High ARPU.
2. Widen our highest
revenue lead. ____ Largest & Most Reliable 3G Network and the
dependability of the exclusive (to the U.S.)
BlackBerry Storm.
3. Ensure every customer
recommends us. ____
There are existing BlackBerry opportunities as well
as switchers that want the dependability of
BlackBerry email, messaging and communication
capabilities in a touch screen device.
4. Lead in profitability. ____ The feature-packed BlackBerry Storm delivers
data solutions including Global Services, Visual
Voice Mail and VZ Navigator.
How do you think you’ll benefit from the Storm’s launch?
What to Expect
By the end of this course the participants will be able to:
Demonstrate the operation of VZW services on the BlackBerry Storm
Explain how the BlackBerry Storm is supported by Verizon Wireless.
Demonstrate the resources and tools available to troubleshoot the BlackBerry
Storm
Describe the escalation process for issues that require support outside Verizon
Wireless including Research In Motion®, and third-party applications/vendors
We’ll accomplish this with group activities, hands-on challenges, and practice
scenarios; additional resources include:
BlackBerry Storm - Training Reference Guide
2 BlackBerry® Storm™ Troubleshooting
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MCS 10/15/2008

What’s New
The Storm includes the following key new features:
Revolutionary touch-click screen navigation and text entry
3.2 Megapixel Camera with picture and video messaging
HTML web browsing with streaming video
HTML email support
1GB internal device memory, with 192MB RAM, and 128MB Flash
Preinstalled 8GB microSD card and supports larger microSD cards up to
16GB.
Preinstalled SIM card for global use.
BlackBerry Preinstalled Applications
The following preinstalled applications are provided by Research In Motion (RIM®).
BlackBerry Maps
Flickr™ Uploader for BlackBerry Smartphones
Facebook® for BlackBerry Smartphones
Instant Messaging Support:
9Yahoo!® Messenger for BlackBerry Smartphones
9AIM®
9Windows® Live Messenger™
9Google® Talk
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.
BlackBerry Desktop Manager Software
The BlackBerry Desktop Manager Software 4.7 has been enhanced to include
BlackBerry Media Sync which allows our customers to synchronize their Storm device
with their Apple® iTunes® music library using the included USB cable.
Participant Workbook 3
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

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:
9BlackBerry Enterprise Server
9BlackBerry Internet Service
9BlackBerry Redirector Software
9BlackBerry Professional Software
9Native Document Editing
9RIM Messenger
The Storm plays hard by offering exciting multimedia and social networking
functions that can be used while on the go:
9Music
9Video
9MMS
9Instant Messaging
9HTML Web Browsing
9Facebook
9Flickr
Service Activation
The Blackberry Storm supports service activation for both domestic use and global
travel.
Customers can choose from our wide variety of existing BlackBerry price plans and
features.
Activation of Verizon Wireless global BlackBerry service is required for international
use. Activation of global BlackBerry service will follow existing global service activation
guidelines located from InfoManager:
Products/Svcs> International/Global Services> Global BlackBerry Service
Can you activate a BlackBerry handset with a Nationwide Premium price plan?
4 BlackBerry® Storm™ Troubleshooting
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MCS 10/15/2008

Participant Workbook 5
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
BlackBerry Smartphone Comparison
Model Storm 9530 Curve™ 8330 World Edition® 8830
Picture
On-device Memory 1GB 96MB 64MB
Expansion Memory microSD card up to 16 GB microSD up to 8 GB microSD up to 4GB
Preinstalled microSD Card 8GB microSD card pre-installed None None
Display HVGA Color480X360 Color 320X240 Color 320X240
Orientation Sensor Yes, Portrait and Landscape No No
Software Version Original Software 4.7 Original Software 4.3.0 Original Software 4.2.2
Domestic Network EVDO Rev A. 1xEVDO & 1xRTT 1xEVDO 1xRTT
Global Network Quad-Band GSM, UMTS & CDMA N/A Dual Band GSM & CDMA
SIM card Preinstalled for use in GPRS/GSM N/A Required Global Pack
accessory for GSM/GPRS
Human Interface Touch-click Screen Navigation
Device orientation based keyboard:
12-Key Multitap – Portrait
Sure Type – Portrait
Landscape - QWERTY
Trackball
Backlit QWERTY keyboard
Trackball
Backlit QWERTY keyboard
SMS Messaging Yes – 2 way Yes – 2 way Yes – 2 way
Bluetooth Profiles
Supported Headset
Stereo Headset
Hands-free Kit
Serial Port
Bluetooth DUN
Headset
Stereo Headset
Hands-free Kit
Serial Port
Bluetooth DUN
Headset
Stereo Headset
Hands-free Kit
Serial Port
Bluetooth DUN
Stereo Headset Port Yes – 3.5mm Yes – 3.5mm Yes – 2.5mm
Use as a Modem1BroadbandAccess Connect BroadbandAccess Connect BroadbandAccess Connect
Web Browsing2HTML Yes2Yes
Email2Rich HTML w/ attachments Text w/attachments2Text w/attachments
Camera Yes 3.2MP w/flash and auto focus Yes 2.0MP w/flash No
Media Supported Music
Video
Ring Tones
Pictures
Voice Notes
Music
Video
Ring Tones
Pictures
Voice Notes
Music
Video
Ring Tones
Pictures
Voice Notes
Edit Native Files with
Documents to Go
(Standard)2
Yes – Word, Excel, and
PowerPoint View Only2View Only
1BroadbandAccess Connect is supported in the National Enhanced coverage area and in select international CDMA
destinations. Refer to InfoManager for more details: Products/Svcs> International/Global Services> International CDMA
Roaming> Rates/Coverage: Int'l CDMA Voice, Data & Text
2BlackBerry 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).

2 BlackBerry® Storm™ Troubleshooting
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MCS 10/15/2008
Storm Trackers
Who will Demand the Storm?
Let's look at the consumers and businesses that will demand the Storm.
Singles/Couples
and Young
Adults
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.
Communicate frequently using voice, text, IM, email, and
want the flexibility to do so on their terms.
Ambitious and always on the go.
Looking for a productivity tool and more, something that
satisfies their professional and personal lifestyle needs.
Small/Medium
Business
Successful, stylish professionals seeking a device to keep
them accessible, informed, and in control of their extremely
busy lives.
Tech savvy individuals who expect the most out of their
technology.
Owning a touch screen Smartphone projects a different
image than traditional QWERTY design Smartphone –
younger and less corporate.
Suits their media and Internet habits while providing the
stability to stay connected to the people and information that
matter to them.





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.
– Currently in wireless coverage area
– Connected to a Bluetooth enabled device

– New message indicator
– Low battery indicator
Participant Workbook 3
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

4 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
Storm Side View
The Storm offers two programmable convenience keys and additional controls located
on the device sides.
The port is different from previous 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 ,
and .

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.
Configuring Sounds and Alerts
Participant Workbook 5
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

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:
Language
Date and Time
Navigation and Typing Tutorials
Email Setup
Set up Bluetooth
Import SIM Card Contacts
Font
Learn about the touch screen
Help
Short Answer:
How have you used the Setup Wizard to help a customer perform a specific task?
6 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

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> select SureType or Multitap
Finally, press the Menu button and then click-touch Save
In Landscape View the Storm supports a 4-row QWERTY keyboard.
QWERTY Landscape View
Participant Workbook 7
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

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.
Enhanced global support now covering Japan and South America.
Built-in Quad-Band GSM support including the 2100 MHz band
More than 200 voice destinations
More than 150 data destinations
Preinstalled SIM card
Global Calling card and Global Service welcome guide included in the box
Customers traveling globally must have the SIM card activated and provisioned
with the appropriate global features. This includes a GlobalEmail - BlackBerry Plan
or Feature.
GlobalEmail – BlackBerry price plan and feature code information is available from
InfoManager:
Products/Svcs> International/Global Services> Global BlackBerry Service>
Codes/Pricing: GlobalEmail - BlackBerry
Global Pay-per-use Warning Message
Customers on a pay-per-use plan will receive a “Warning” text message regarding
potential GSM roaming charges.
Note: Customers roaming on CDMA networks will NOT get this warning.
8 BlackBerry® Storm™ Troubleshooting
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MCS 10/15/2008

View the SIM Card Number
Fill In the Blanks:
Press the button
Touch-click > >
SIM Card and GSM Service
Fill In the Blanks:
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.
Attempting to use VZW GSM profile while in the US will result in a
or error message.
Participant Workbook 9
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

Mobile Network Settings
When traveling overseas Verizon Wireless partners with many carriers to provide
voice and data service. In some locations there may be two or more partner carriers
available to the customer. Manually selecting the GSM carrier can resolve geographic
signal strength issues by allowing the user to select another VZW preferred carrier.
Use the Global Service Network list from InfoManager to locate the VZW preferred
carrier.
Products/Svcs> International/Global Services> Global BlackBerry Service> See Also
Important: If you provide the customer the instructions to change the Mobile Network
settings, you must explain the steps required to return the device to automatic mode.
Mobile Network
The Mobile Network settings can be used to select a specific VZW preferred carrier.
To manually select a preferred GSM carrier follow these steps:
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.
International Text Messaging
Instructions to use SMS can be located in Knowledge Base.
Knowledge Base Keywords: Creating and sending a TXT message
Important Notes:
Messages sent or received while outside the US are billed at the International
message rate and bundled message rates do not apply.
Sending and receiving SMS messages in GSM mode has additional limits and
restrictions. Refer to the following InfoManager article for specific details:
Products/Svcs> International/Global Services> Global Phone> International TXT
Messaging Restrictions for Global Phone
10 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

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
Search for points of interest
Access traffic reports
Send directions to other VZ Navigator subscribers
VZ Navigator offers improved device location capability over BlackBerry Maps
because VZ Navigator combines the device GPS signal with the VZW network to
provide faster and more accurate device location. This hybrid approach provides a
better user experience and greater in building coverage.
Participant Workbook 11
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

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.
GPS signals rely on the device having an open sky view to receive the satellite signal
leading to:
A significant delay in pinpointing the device location
Reduced in building coverage
Group Discussion:
How will you position the distinct VZ Navigator benefits when discussing GPS
navigation with our customers that our service both domestically and internationally?
12 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