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KB11183 - The BlackBerry device user is unable to send or receive email messages
 
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Old 02-08-2009, 01:19 PM
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Default KB11183 - The BlackBerry device user is unable to send or receive email messages

KB11183 - The BlackBerry device user is unable to send or receive email messages


Environment

  • BlackBerry® Enterprise Server software version 4.0 to 4.1



Overview

The BlackBerry smartphone user is unable to send or receive email messages.


Cause

This problem might be caused by one or more of the following:
  1. The BlackBerry smartphone user generated an encryption key while the computer was not connected to the network.
  2. The UID in the Desktop [CMIME] service book is set to the BlackBerry smartphone user's email address and not the Service Routing Protocol (SRP) number of the BlackBerry Enterprise Server.
  3. The BlackBerry smartphone user's BlackBerry smartphone is not activated on the wireless service provider's network.
  4. The BlackBerry smartphone user's BlackBerry smartphone does not have a data connection to the wireless network.



Resolution

Complete the appropriate resolution for the cause.
Cause 1 The BlackBerry smartphone user generated an encryption key while the computer was not connected to the network.
Resolution 1
Generate a new encryption key when the BlackBerry® Desktop Manager is connected to the network. See KB02740 for details on how to generate a new encryption key.
Cause 2 The UID in the Desktop [CMIME] service book is set to the BlackBerry smartphone user's email address and not the Service Routing Protocol (SRP) number of the BlackBerry Enterprise Server.
Resolution 2
Generate a new encryption key for the BlackBerry smartphone. See KB02740 for details on how to generate a new encryption key.

Cause 3 The BlackBerry smartphone user's BlackBerry smartphone is not activated on the service provider's network.
Resolution 3 Contact the service provider and make sure that the account is set up for the BlackBerry Enterprise Server.

Cause 4


The BlackBerry smartphone user's BlackBerry smartphone does not have a data connection to the wireless network.
Resolution 4
Perform a hard reset on the BlackBerry smartphone. See KB02141 for details on how to perform a hard reset.
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Old 04-16-2009, 08:54 AM
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