Gmail disappeared - Setup now reads Update Failed

Question

Hello
Smartphone: BB Bold 9900
OS: 7.1
A week ago my gmail disappeared from my BB home page. I go to the Setup wizard and try to setup a new account, but it only displays the user name and password fields. I enter the correct data for both, and get an UPDATE FAILED message.
I'vre tried everything from disabling the 2 step verification on google to the /integrate and /UnlockCaptcha through the browser. Nothing works. Cant even configure another account (example hotmail) The only thing that works is setting an email on blackberry servers.
can anyone help???

Answer 1

sarapereiradasilva wrote:
Hello again
I can successfully complete STEP 1 and STEP2a.
OK...thank you.
sarapereiradasilva wrote:
On STEP 2b, Method 2 (KB15402):
"For BlackBerry smartphones running on BlackBerry® 6 or BlackBerry® 7, please perform the following steps:
1.    On the BlackBerry smartphone Home screen, navigate and click on the  Setup icon.
2.    In the Setup homescreen, navigate and click on the Email Accounts icon. 
3.    In the Email Accounts selection screen, select Internet Mail Account.
4.    If prompted, type the username and password, and then click Log In . 
5.    On the main screen, click Menu button and select Service Books, then click on Send Service Books to send Service Books to BlackBerry smartphone."
The only Internet mail account i have is the serviceprovider.blackberry, since my gmail disappeared. Still I manage to SEND SERVICE BOOKS, but assume those are for the bb account. 
If I remember correctly, it does not matter...when you send Service Books, it sends them all (not just for email, btw...SBs are necessary for all BB proprietary services, of which email is only one). The key part is the SB deletion, so that it doesn't "not try" to send if they are already there...deleting the SBs ensures that new SBs will be sent no matter what.
sarapereiradasilva wrote:
I reboot and then go to the "Add email" menu and insert my gmail credentials, user and pass, which are the one only fields that I get to write one.
I insert the user and pass, and get UPDATE FAILED.
Is there something you do between "Add email" and "insert my gmail credentials"? Normally, you would have been presented with a screen for selecting Personal/Internet email versus Enterprise. So, I will assume you went through that screen as well (please understand that I'm not trying to be picky...it's just that I can't see you nor your device, and need clarity of understanding to be sure I don't guide you in a wrong direction).
When the process I've given you fails, another way to try is via your BB Browser, going to www.blackberry.com/integrate and trying to integrate the email account that way. Another still is figuring out if your carrier has a BIS interface on the web, and accessing that via PC/browser, and attempting to integrate the account. And, as already stated, the last resort is to contact your mobile service provider for formal support...it is possible that something about your account (from them) is messed up, and they need to do something to clear it, but only they have access to their systems on which to do so.
Good luck and let us know!
Occam's Razor nearly always applies when troubleshooting technology issues!
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