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KB17918 - When replying to messages on the BlackBerry smartphone a red x is displayed
 
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Old 08-16-2009, 07:41 PM
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Default KB17918 - When replying to messages on the BlackBerry smartphone a red x is displayed

KB17918 - When replying to messages on the BlackBerry smartphone a red x is displayed


Environment

BlackBerry Enterprise Server for Lotus Domino 4.1.5
BlackBerry smartphones



Overview

When the BlackBerry smartphone user attempts to reply to a message on the BlackBerry smartphone they receive a red X.
The Message status on the BlackBerry smartphone shows: Mailbox couldn't find original message, if forwarding or replying please resend the message.
If the BlackBerry smartphone user attempts to re-send the failed reply, the message is successfully sent.



Cause

Inconsistencies exist is the BlackBerry smartphone user's state database on the BlackBerry Enterprise Server.




Resolution

Re-create the state database for the affected BlackBerry smartphone user on the BlackBerry Enterprise Server.

  1. Delete the BlackBerry smartphone user from the BlackBerry Manager. Answer yes when prompted to delete profiles and state databases.
  2. Confirm the state database was deleted by opening the Lotus Domino Administrator. -> files tab -> C:\Lotus\Domino\Data -> open \BES\state.
  3. Perform a security wipe of the BlackBerry smartphone. See KB14058.
  4. Re-add the BlackBerry smartphone user to the BlackBerry Manager and Perform an Enterprise Activation. See KB03674.
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