KB10401 - Unable to perform an address lookup

Environment

• BlackBerry® Enterprise Server for IBM® Lotus® Domino®
• BlackBerry® Enterprise Server for Microsoft® Exchange
• BlackBerry® Enterprise Server for Novell® GroupWise®
• BlackBerry smartphone

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Overview

The BlackBerry smartphone user is unable to perform an address lookup.

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Cause

There are multiple causes for this error.
Summary of Causes

1. The BlackBerry smartphone needs to be activated onto the BlackBerry Enterprise Server.
2. The BlackBerry smartphone may be missing the Desktop address lookup protocol (ALP) service book, or the service book may need to be updated.

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Resolution

Complete the appropriate resolution for the matching cause.
Cause 1:
The BlackBerry smartphone needs to be activated onto the BlackBerry Enterprise Server.
Resolution 1:

Activate the BlackBerry smartphone on the BlackBerry Enterprise Server.
Cause 2:

The BlackBerry smartphone may be missing the Desktop [ALP] service book, or the service book may need to be updated.
Resolution 2:

Delete the Desktop [ALP] service book on the BlackBerry smartphone and resend the service book from the BlackBerry Enterprise Server.

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