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KB12207 - Unable to reply to or forward email messages
 
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Old 08-31-2009, 10:01 AM
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Default KB12207 - Unable to reply to or forward email messages

KB12207 - Unable to reply to or forward email messages


Environment

  • BlackBerry® smartphones
  • BlackBerry® Enterprise Server software version 4.0 and 4.1



Overview

A BlackBerry smartphone user is unable to reply to or forward an email message because the email message is marked as Received Using Unknown.



Cause

This issue might be caused by the following:
  1. The BlackBerry smartphone cannot determine which service book to use to decrypt the email message.
  2. BlackBerry® Desktop Redirector loaded desktop service books onto the BlackBerry smartphone.



Resolution

Complete the appropriate resolution.
Cause 1
The BlackBerry smartphone cannot determine which service book to use to decrypt the email message.
Resolution
Complete the following steps:
Warning: The following procedures will delete either all data, or all data and applications on the BlackBerry smartphone. Back up the data prior to performing the procedure. For instructions, see KB12487.
  1. Remove the BlackBerry smartphone user account from the BlackBerry Enterprise Server.
  2. Add the BlackBerry smartphone user account back to the BlackBerry Enterprise Server.
  3. Use the Wipe Handheld option to remove data and applications from the BlackBerry smartphone. For instructions, see KB02318.
  4. Activate the BlackBerry smartphone over the wireless network.

Cause 2
BlackBerry Desktop Redirector loaded desktop service books onto the BlackBerry smartphone. You can verify this by checking the unique identifiers (UIDs) of the service books.
Resolution:
Complete the following steps:
  1. Delete the desktop service books. For instructions, see KB13574.
  2. Do one of the following:
    • Perform a new enterprise activation process.
    • Contact the administrator to have new service books sent to the BlackBerry smartphone.
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