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KB01655 - "Transaction error - failure at service" error appears when attempting ...
 
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Old 08-30-2009, 11:32 AM
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Default KB01655 - "Transaction error - failure at service" error appears when attempting ...

KB01655 - "Transaction error - failure at service" error appears when attempting to send an email from the BlackBerry smartphone


Environment

  • BlackBerry® Desktop Software
  • BlackBerry® Enterprise Server
  • BlackBerry smartphone



Overview

After sending an email message from the BlackBerry smartphone, the following error is displayed in the Message Status field:
Transaction error - failure at service
Also, an X appears in the Messages list, indicating that the email message was not sent.



Cause

Summary of Causes
  1. A temporary network issue is delaying email message delivery.
  2. The BlackBerry Enterprise Server does not have Manager access to the BlackBerry smartphone user's IBM® Lotus Notes® email application.
  3. The BlackBerry smartphone service books are corrupt or out-of-date.
  4. A new or updated IT policy has been applied.
  5. The BlackBerry Enterprise Server service account does not have the required permissions on the Microsoft® Exchange Server.
  6. Multiple Desktop[CMIME] service books are present on the BlackBerry smartphone.
  7. There may be multiple instances of the same BlackBerry smartphone user account.
  8. There are two BlackBerry Enterprise Servers connecting to the BlackBerry® Infrastructure with the same Server Routing Protocol (SRP).



Resolution

Determinine the cause of the problem, then complete the steps for the corresponding resolution.

Cause 1

A temporary network issue (for example, heavy traffic) is delaying email message delivery.
Resolution 1

Resend the email messages after the network issue is resolved.

Cause 2

The BlackBerry® Enterprise Server does not have Manager access to the BlackBerry smartphone user's IBM® Lotus Notes® email application.
Resolution 2

Complete the following steps:
  1. In IBM Lotus Notes, open the mail file.
  2. From the File menu, select Database > Access Control.
  3. In the Access Control List window that appears, click Add.
  4. In the Add User window that appears, select the IBM Lotus Domino directory, then select the BlackBerry® Enterprise Server for IBM® Lotus® Domino® server.
  5. Click Add, then click OK to close the window.
  6. Click OK again to close the Access Control List window.
  7. From the User type drop-down list, select Server.
  8. From the Access drop-down list, select Manager, then verify that the Delete documents option is selected.
  9. Click OK.

Cause 3

The BlackBerry smartphone service books are corrupt or out-of-date.
Resolution 3

Send new service books to the BlackBerry smartphone by completing the appropriate steps for one of the following environments.
Microsoft® Outlook® or IBM Lotus Notes
  1. On the BlackBerry smartphone Homescreen, click Options, then select Service Book.
  2. Highlight the Desktop [CMIME] service book, press the Menu key to display the menu, then click Delete.
  3. Connect the BlackBerry smartphone to the computer.
  4. In BlackBerry® Desktop Manager, double-click Redirector Settings, then click Security.
  5. Select Generate keys manually, then click Generate.
  6. Move the mouse to create a new encryption key.
  7. Click Apply, then click OK.
Novell® GroupWise®
Complete one of the following procedures:
  1. On the BlackBerry smartphone Home screen, click Options, then select Service Book.
  2. Highlight the Desktop [CMIME] service book, display the menu, then click Delete.
  3. Press the Escape key once, then wait 30 seconds.
  4. Click Service Book > Undelete.
  5. Press the Escape key until the Home screen is displayed.
  6. Wait for all activity on the BlackBerry smartphone to stop.
OR
  1. On the BlackBerry smartphone Home screen, click Options, then select Security.
  2. Scroll down and select the option listed below the Services option.
  3. Display the menu, then select Regenerate Encryption Key.
BlackBerry® Internet Service
  1. On the BlackBerry smartphone Home screen, click Options, then select Service Book.
  2. Highlight the Desktop [CMIME] service book, display the menu, then click Delete.
  3. Log in to the BlackBerry Internet Service account.
  4. Click Profile.
  5. On the Profile page, click Send Service Book. A notification is sent to the BlackBerry smartphone after the service book is sent.
  6. On the BlackBerry smartphone Home screen, click Options, then select Service Book to accept the new service book.
Internet service provider email account
For an integrated Internet service provider (ISP) email account, contact your Internet service provider for further assistance.

Cause 4

A new or updated IT policy has been applied.
A new or updated IT policy that has been applied to the BlackBerry smartphone has the AllowOtherEmailServices option set to False, and a Server Routing Protocol (SRP) change on the BlackBerry Enterprise Server has occurred.
Note: If the account was moved to another BlackBerry Enterprise Server instance, the updated Desktop [CMIME] service book may not be applied to the BlackBerry smartphone.
Resolution 4

Re-install the BlackBerry smartphone applications by backing up the BlackBerry smartphone data and running the Application Loader tool in the BlackBerry® Desktop Manager.
  1. In BlackBerry Desktop Manager, back up the BlackBerry smartphone applications using the Backup and Restore tool.
  2. Run the Application Loader tool. Note: Make sure the Erase all application data and Erase all currently installed applications options are selected.
  3. On the BlackBerry Enterprise Server, apply a new policy.bin file with the AllowOtherEmailServices parameter set to True.
  4. Delete the service books from the BlackBerry smartphone and generate a new encryption key. For instructions, see the resolution for Cause 3 in this document.
  5. On the BlackBerry Enterprise Server, change the policy.bin file parameter to AllowOtherEmailServices=False.
Important: Do not restore the backup file data to the BlackBerry smartphone until the BlackBerry smartphone receives the new Desktop [CMIME] service book.
For more information on IT policies, see the BlackBerry Enterprise Server Version 2.1 for Lotus Domino: IT Policy Getting Started Guide.

Cause 5

The BlackBerry Enterprise Server service account does not have the required permissions on the Microsoft® Exchange Server.
In a Microsoft® Exchange Server 2000 or Microsoft® Exchange Server 2003 environment, the BlackBerry Enterprise Server service account requires the View Only Administrator permission, as well as Send As, Receive As, and Administer Information Store permissions at the server, mailbox store, and public folder store levels.
In a Microsoft® Exchange Server 5.5 environment, the BlackBerry Enterprise Server administration account requires the Service Account Admin permission to the site container and configuration container.
Resolution 5

Complete the steps for the appropriate environment.
Note: The account used to log in to the BlackBerry Enterprise Server must be able to grant permissions to the BlackBerry Enterprise Server service account.
Microsoft Exchange Server 2000 or Microsoft Exchange Server 2003
Grant the BlackBerry Enterprise Server service account the View Only Administrator permission.
Note: This enables read access to the Microsoft® Active Directory®.
  1. In the Exchange System Manager, right-click an administrative group folder, then click Delegate Control in the menu.
  2. In the resulting Exchange Administration Delegation Wizard, click Next, then click Add.
  3. On the resulting Delegate Control screen, click Browse.
  4. On the resulting Select Users, Computers or Groups screen, select the BlackBerry Enterprise Server service account from the list, then click OK.
  5. On the resulting Delegate Control screen, click Exchange View Only Administrator in the Role drop-down list, then click OK.
  6. Click Next, then Finish.
Grant the Send As, Receive As, and Administer Information Store permissions at the server level.
  1. In the Exchange System Manager, expand Administrative Groups.
  2. Right-click the Microsoft Exchange Server that will host the BlackBerry smartphone users' mailboxes, then click Properties.
  3. On the Security tab of the Properties screen, click Add.
  4. On the resulting Select Users, Computers, or Groups screen, select the BlackBerry Enterprise Server service account, then click Add. Then, click OK to return to the Properties screen.
  5. In the Permissions area of the Properties screen, grant the Send As, Receive As, and Administer Information Store permissions to the BlackBerry Enterprise Server administration account.
Grant the Send As, Receive As, and Administer Information Store permissions at the mailbox store level.
  1. In the Exchange System Manager, right-click the mailbox store for the Microsoft Exchange Server that will host BlackBerry smartphone users' mailboxes, then click Properties.
  2. On the Security tab of the Properties screen, select the Allow inheritable permissions from parent to propagate to the object option, then click Add.
  3. On the resulting Select Users, Computers, or Groups screen, select the BlackBerry Enterprise Server service account, then click Add. Then, click OK to return to the Properties screen.
  4. In the Permissions section of the Properties screen, grant the Send As, Receive As, and Administer Information Store permissions to the BlackBerry Enterprise Server service account.
Grant the Send As, Receive As, and Administer Information Store permissions at the public folder store level.
  1. In the Exchange System Manager, right-click the public folder store that will host the BlackBerry smartphone users' folders, then click Properties.
  2. On the Security tab of the Properties screen, click Add.
  3. On the resulting Select Users, Computers, or Groups screen, select the BlackBerry Enterprise Server service account, then click Add. Then, click OK to return to the Properties screen.
  4. In the Permissions section of the Properties screen, grant the Send As, Receive As, and Administer Information store permissions to the BlackBerry Enterprise Server service account.
Microsoft Exchange Server 5.5
Grant the Service Account Admin permission to the site.
  1. Open the Exchange Administrator.
  2. Right-click Site, then click Properties.
  3. On the Permissions tab on the Properties screen, grant the Service Account Admin permission to the BlackBerry Enterprise Server service account.
Grant the Service Account Admin permission to the configuration container.
  1. Open the Exchange Administrator.
  2. Right-click Configuration, then click Properties.
  3. On the Permissions tab on the Properties screen, grant the Service Account Admin permission to the BlackBerry Enterprise Server service account.

Cause 6

Multiple Desktop [CMIME] service books are present on the BlackBerry smartphone.
Resolution 6

Delete the invalid Desktop [CMIME] service book.
  1. Locate the Server Routing Protocol (SRP) identifier of the BlackBerry Enterprise Server to which the BlackBerry smartphone user has been assigned. The BlackBerry Enterprise Server system administrator can find the SRP identifier by checking the Properties in BlackBerry Manager.
  2. From the Home screen of the BlackBerry smartphone, click Options. Note: Depending on the theme being used, you may need to click Settings > Options.
  3. If running BlackBerry® Device Software version 4.1, select Advanced Options > Service Book. If running BlackBerry® Device Software version 4.0 or earlier, select Service Book.
  4. Highlight the first Desktop[CMIME] service book in the list, open the menu, and click View.
  5. Perform one of the following actions:
    • If the UID field entry does not match the SRP identifier of the BlackBerry Enterprise Server to which the BlackBerry device user has been assigned, obtained from the system administrator, click the Escape key to return to the service books list. Then, highlight the incorrect Desktop[CMIME] service book, open the menu, and click Delete.
    • If the UID field entry matches the SRP identifier obtained from the system administrator, click the Escape key to return to the service books list. Then, highlight the other Desktop[CMIME] service book, open the menu, and click Delete.

Cause 7

There may be multiple instances of the same BlackBerry smartphone user account.
Resolution 7

In BlackBerry Manager, make sure that there are no multiple instances.
If the BlackBerry smartphone users have uninstalled and re-installed the BlackBerry Device Software and used incorrect BlackBerry Enterprise Server instance names, all the BlackBerry smartphone users may be listed on an instance that actually has an SRP status of Unknown. The BlackBerry smartphone users will have to perform a clean uninstall and re-install with the proper BlackBerry Enterprise Server name.

Cause 8

There are two BlackBerry Enterprise Servers connecting to the BlackBerry® Infrastructure with the same SRP.
Resolution

Turn off services on one of the BlackBerry Enterprise Servers and test with a new message.
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