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KB14812 - ETP messages do not arrive in the Microsoft Outlook Inbox during EA
 
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Old 07-31-2009, 09:33 PM
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Default KB14812 - ETP messages do not arrive in the Microsoft Outlook Inbox during EA

KB14812 - ETP messages do not arrive in the Microsoft Outlook Inbox during the enterprise activation process


Environment

  • BlackBerry® Enterprise Server for Microsoft® Exchange
  • Microsoft® Outlook®



Overview

Email Transfer Protocol (ETP) messages do not arrive in the Microsoft Outlook inbox when attempting an enterprise activation process on a BlackBerry smartphone.



Resolution

Complete the following steps to troubleshoot ETP message delivery:
  1. To confirm that the BlackBerry Enterprise Server is sending out the ETP message, perform an enterprise activation process to an external email address.
  2. If the ETP message is received at the external email address, it is possible that the issue is caused by email message filters on the Microsoft Exchange messaging server. Have the BlackBerry smartphone user log out from the computer and attempt an enterprise activation process on the BlackBerry smartphone to test whether the filter problem occurs on the computer or on the Microsoft Exchange server.
  3. If the enterprise activation process does not complete, check for email message filters on the Microsoft Exchange server and verify that the BlackBerry smartphone user can receive email messages from external domains. It is possible that all the ETP messages are being filtered and the Microsoft Exchange server configuration needs to be changed to allow the ETP messages through.
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Old 08-16-2009, 07:45 PM
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