• BlackBerry® Enterprise Server version 3.6 to 5.0
• BlackBerry® Desktop Software version 3.5 to 4.7
• BlackBerry® smartphone

1. The BlackBerry Internet Service service book is corrupt or missing from the BlackBerry smartphone.
2. The Desktop [CMIME] service book is corrupt or missing from the BlackBerry smartphone.
3. The Desktop [CMIME] service book database is corrupt.
4. The Desktop [CMIME] service book database contains incorrect routing information.
5. The email message has been received using an unknown secure service.
6. The Desktop[CMIME] service book contains incorrect routing information.

• If you are using BlackBerry Internet Service version 1.8, the service book appears on the BlackBerry smartphone as Web Client [CMIME].
• If you are using BlackBerry Internet Service version 2.0, a service book is created for each email account integrated with the BlackBerry Internet Service account. These service books appear on the BlackBerry smartphone as [CMIME].

1. In the Options menu on the BlackBerry smartphone, click Service Book or Advanced Options.
2. Click Service Book.
3. If the Web Client [CMIME] service book is listed, click it and select Delete.
4. Click Close.

To send the service book(s), see KB02830.
Note: To confirm that the problem is resolved, complete the steps in the Additional Information section.

1. Clear the service book database.
2. Connect the BlackBerry smartphone to the computer.
3. Open the BlackBerry Desktop Manager and double-click Backup and Restore.
4. Click Advanced.
5. In the right pane, click Service Book.
6. Click Clear. If the Clear button is unavailable, see KB03312.

After clearing the service book database, keep the BlackBerry smartphone connected to the computer with the BlackBerry Desktop Manager open. The service books are sent again automatically.

1. Close the BlackBerry Desktop Manager.
2. In Add/Remove Programs, select BlackBerry Desktop Manager Software and click Change/Remove.
3. Click Next.
4. On the Program Maintenance screen, select Modify and click Next.
5. Click Next on the Custom Setup screen.
6. On the Integration Options screen, select BlackBerry Enterprise Server and click Next.
7. On the Choose Messaging System screen, select the correct message system for your environment (for example, IBM Lotus Domino or Microsoft Exchange) and click Next.
8. Follow the on-screen prompts and complete the installation.

1. Remove the BlackBerry smartphone account from the BlackBerry Enterprise Server.
2. Back up the BlackBerry smartphone databases using the backup and restore tool in the BlackBerry Desktop Manager.
3. Erase all the data and applications from the BlackBerry smartphone. For instructions, see KB02318.
4. Add the BlackBerry smartphone account to the BlackBerry Enterprise Server.
5. Activate the BlackBerry smartphone account with the BlackBerry smartphone, either over the air or by using the BlackBerry Desktop Manager.

Note: You can now reply to email messages received after completing the above procedure, but not to email messages received prior to completing the procedure.

1. In the BlackBerry Desktop Manager, double-click Redirector Settings.
2. In the Redirector Settings window, click the Advanced tab.
3. Ensure that the email address displayed matches the user's default email address, found in the user profile in Microsoft Exchange.
4. Select the Override Address check box.
5. Click Apply.
6. Click OK.

1. Send a test email message to the BlackBerry smartphone from your desktop email application.
2. After the email message is received on the BlackBerry smartphone, use the Reply option to send a test reply.
3. Send a second test email message to the BlackBerry smartphone.
4. After the second email message is received on the BlackBerry smartphone, use the Forward option to forward the email message.