DirectNIC's customers outside of the U.S. are unable to connect to their email accounts using their blackberries

Question

I work for directNIC.com and our customers who are located in foreign countries are unable to send/receive email on their blackberry devices.  The problem started at the beginning of this month and we can not figure out what the problem is.  Our U.S. blackberry customers are not having any problems.  Our non-U.S. customers have reported errors such as needing to revalidate the account and when they tried to they received an invalid domain or invalid username/password message.  Some customers said the email just quit working and they received an unable to connect error message.  I've had one customer provide me with a link to their wireless provider's blackberry email account setup and I am unable to setup their email account there or any email account that uses any of our servers.  All of our customer's email accounts work in their email clients on their computers, their other phones, and through their webmail it is only their blackberries.  We've white listed all of blackberry's IP addresses and we've checked the server logs to see if there were any connection attempts when I tried to setup the email accounts through the customer's online blackberry interface and there wasn't even an attempt to connect to the server.  The error message that I receive is as follows:
Email address domain not found:
The email address domain 'insert domain name here' cannot be found. Please verify this
information is correct. If the error persists contact 'insert domain name here' (your
email provider)
The problem isn't with just one wireless provider it's with multiple providers in multiple countries but the U.S. customers aren't reporting any problems.  I am able to setup my personal email account through his blackberry site, an email account from my work through his blackberry site, my yahoo.com email address, and my hotmail.com email address.  The only email accounts that do not work are the email accounts that are on any of our servers.   Some of these servers have different server configuration but all of them have all of blackberry's IP addresses whitelisted.  Our premium hostng email servers have the same software installed on them as my work email server does and my work email account works fine when I try to set it up through blackberry but none of the premium hosting email accounts that I tried to setup through this customers interface will work.  The problem is only with blackberry devices and is only with customers outside of the U.S.  If anyone has any thoughts or ideas please let us know.
Thanks,
Priscilla
directNIC Support
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Answer 1

Hi and Welcome to the Forums!
Sorry for the delay replying...while your post is a bit old now, it still deserves a response.
First -- these forums are not a formal channel for support from RIM. Rather, they are user-to-user support forums where users help other users. As such, it is unlikely that RIM will see and respond to your inquiry.
What I suggest is that you have your affected users exercise their formal support channel -- which is available via their carrier. The carriers have the ability to escalate cases into RIM for resolution.
Best!
Occam's Razor nearly always applies when troubleshooting technology issues!
If anyone has been helpful to you, please show your appreciation by clicking the button inside of their post. Please click here and read, along with the threads to which it links, for helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions.
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