Problem
Your device is unable to send messages. Failed messages produce one of the following errors:

Transaction Error - Decryption Error

Decryption Failure: Please connect the handheld to your PC

Cause
These errors can be caused by a mismatch of the encryption keys used to send messages. One encryption key is stored in the service books; the other is stored with your BlackBerry profile information.

There are several possible causes and resolutions to this problem:
The encryption key on the device is corrupted or out of date.
The device is still configured for the previous owner.
The device is registered with a duplicate personal identification number (PIN).
The Messaging Application Programming Interface (MAPI) connection is corrupted.
The encryption key is corrupt on your BlackBerry profile.
The desktop software is not working properly.
An X appears next to the sent message.

Cause
These errors can be caused by a mismatch of the encryption keys used to send messages. One encryption key is stored in the service books; the other is stored with your BlackBerry profile information.

There are several possible causes and resolutions to this problem:
The encryption key on the device is corrupted or out of date.
The device is still configured for the previous owner.
The device is registered with a duplicate personal identification number (PIN).
The Messaging Application Programming Interface (MAPI) connection is corrupted.
The encryption key is corrupt on your BlackBerry profile.
The desktop software is not working properly.
An X appears next to the sent message.

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Cause 1

The encryption key on the device is corrupted or out of date.

Resolution

Delete the Desktop (CMIME) service book and generate three new encryption keys by completing the following steps:
On the Home screen, click Options > Service Book.
Highlight the Desktop (CMIME) Service Book, click the trackwheel and select Delete.
Connect the device to Desktop Manager and generate three new encryption keys consecutively.

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Cause 2

The device is still configured for the previous owner.

Resolution

Contact the BlackBerry Enterprise Server administrator and request that
your account be removed from the BlackBerry Enterprise Server.
the client database be wiped.
a new account be created for you on the BlackBerry Enterprise Server.
a new encryption key be generated for your account.

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Cause 3

Your device is registered on the BlackBerry Enterprise Server with a duplicate personal identification number (PIN).

Resolution

The BlackBerry Enterprise Server administrator must check the BlackBerry Device Manager on the BlackBerry Enterprise Server to verify that your PIN appears only once in the database.

If the PIN appears more than once
Remove both accounts associated with the PIN from the BlackBerry Enterprise Server.
Wipe the client database.
Create a new account for both users.
Generate a new, unique encryption key for each user.

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Cause 4

There are problems with the Messaging Application Programming Interface (MAPI) connection.

Resolution

Create a new MAPI profile and associate it with the desktop software.

Note: If the version of Microsoft Outlook is 2003, uncheck the option Use Cached Exchange Mode when you enter the Exchange server to the new Outlook MAPI profile.
For instructions on how to create a new MAPI profile, see theMicrosoft Knowledge Base Article 195718.
For instructions on how to configure BlackBerry Desktop Manager to use the new MAPI profile, please see KB-03650.

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Cause 5

There is a corruption of the encryption key in the mailbox.

Resolution

Contact the BlackBerry Enterprise Server administrator and request that
your account be removed from the BlackBerry Enterprise Server. The BlackBerry Enterprise Server administrator must selectYes to the option Would you also like to remove the BlackBerry information from the user's mailbox?.
a new account be created for you on the BlackBerry Enterprise Server.
a new encryption key be generated for your account.

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Cause 6

You are experiencing problems with desktop software.

Resolution

Upgrade to the latest version of Desktop Manager.


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Cause 7

An X appears next to the sent message.

Resolution

Download and install BlackBerry Desktop Software 4.0 Service Pack 1 or later and generate encryption keys manually three times. For more information on generating encryption keys, please see KB-02740.

OR

Install BlackBerry Desktop Software 3.6 Service Pack 3a and generate encryption keys manually three times.

[ Last edited by  xafhl at 3-12-2007 19:11 ]