• BlackBerry® Desktop Manager
• BlackBerry® Desktop Redirector
• BlackBerry® Enterprise Server
• Microsoft® Exchange
• Microsoft® Outlook®
• BlackBerry smartphone

The BlackBerry smartphone user is not able to send or receive email messages and the BlackBerry Desktop Redirector displays the following error in the Status field:

Verifying Forwarding Address

To display BlackBerry Desktop Redirector, click Start > Programs > BlackBerry > BlackBerry Desktop Redirector.

1. The BlackBerry Desktop Redirector is configured to use your internal email address.
2. The Microsoft Outlook mailbox is configured for Post Office Protocol (POP3).
3. The Microsoft Exchange Server is unavailable.
4. The personal folder (PST) or offline folder (OST) is corrupt.
5. The Blackberry smartphone user account has not been added to the BlackBerry Enterprise Server.
6. Messages are being flagged as potential viruses.
7. [Scanned] is being added to the subject line of messages.
8. A rule is moving messages from network@etpxxxx.etp.yy.blackberry.net. 
9. A Messaging Application Programming Interface (MAPI) profile is missing or corrupt.
10. New email messages are forwarded to a PST file.
11. The firewall does not allow Simple Mail Transfer Protocol (SMTP) connections.
12. The BlackBerry smartphone user account is on a front-end Microsoft Exchange Server.
13. The Microsoft Exchange Server is not sending network@etpxx.dat messages as Content-type Multipart/mixed.

14. Messages in the Microsoft Exchange Outbound queue with the network@etpXXXX.etp.yy.blackberry.net address contain errors.

Cause 1

The BlackBerry Desktop Redirector is configured to use an internal email address. Some organizations provide their employees with an internal and an external email address. The internal address allows employees to communicate within the organization. The external address allows employees to communicate outside the organization. The BlackBerry Desktop Redirector cannot process email messages if it is configured to use an internal email address.

Resolution

To resolve this issue, complete the following steps:

1. Contact your administrator to acquire your external email address.
2. In BlackBerry Desktop Manager, open Redirector Settings.
3. Click the Advanced tab.
4. If the Account field displays the correct email address, click OK.

   If the Account field does not display your external email address, complete these steps:

   1. Select the Override Address check box.
   2. Type your external email address in the Account field.
   3. Click OK.

Cause 2

The Microsoft Outlook mailbox is configured for POP3, which is not supported.

Resolution

Configure Outlook to use the Microsoft Exchange Server. See the Microsoft Outlook Help topic Change your e-mail configuration, or consult your administrator.

Cause 3

The Microsoft Exchange Server is not available. The BlackBerry Desktop Redirector must be able to access your Microsoft Exchange mailbox to complete the installation of the BlackBerry Desktop Software.

Resolution

Contact your administrator to verify that the Microsoft Exchange Server is operating properly.

Cause 4

The PST or OST used by Microsoft Outlook is corrupt.

Resolution

To resolve this issue, complete the following steps:

Note: Verify that you have the Microsoft Outlook installation CD prior to proceeding, as it may be required for step 6.

1. On the computer, click Start > Find > Files or Folders and search for PST or OST files to repair.
2. On the computer, click Start > Programs > Accessories > System tools.
3. Run the Inbox Repair Tool.

   If the Inbox Repair Tool is not in this location, perform a search for the scanpst.exe file (executable file for the repair tool) and run this file.

4. Click Browse and locate the PST or OST files found in step 1.
5. Click Start.
6. Create a new MAPI profile without including personal or offline folders. For instructions, search for article 195718 in the Microsoft Support Knowledge Base.

Cause 5

The BlackBerry smarthphone user account has not been added to the BlackBerry Enterprise Server.

Resolution

Contact your BlackBerry Enterprise Server administrator to confirm that your BlackBerry smartphone user account has been added to the BlackBerry Enterprise Server. Make sure your BlackBerry smartphone user account has the correct BlackBerry smartphone personal identification number (PIN).

Cause 6

Email messages are being flagged as potential viruses. A GFI® MailEssentials software, which scans incoming email messages for viruses before they go to the Microsoft Exchange Server, has been turned on.

The following three properties of an email message from network@etpxxxx.etp.yy.blackberry.net cause the GFI MailEssentials software to flag the email message as a potential virus:

• The email message contains an attachment called ETP.DAT. This is an encrypted message sent between the BlackBerry smartphone user and the BlackBerry smartphone user′s messaging and collaboration server, which includes a unique Triple Data Encryption Standard (Triple DES) encryption key.
• The email message contains the following warning:

  Please do not delete this message. This message is required for email redirection and should not be deleted.

• The email message does not contain a subject or title.

Resolution

Contact your administrator to request that the above flags be turned off on the GFI MailEssentials software.

Cause 7

Incoming email messages from BlackBerry smarthpones are not being processed by BlackBerry Desktop Redirector because the anti-virus software installed on the Microsoft Exchange Server is adding [Scanned] to the subject line of the message.

Resolution

Contact your administrator to request that the anti-virus program be modified so that [Scanned] is not added to the subject line of scanned messages.

Cause 8

The Rules Wizard in Microsoft Outlook contains a rule or filter that moves email messages received from network@etp<xxxx>.etp.<xx>.blackberry.net (for example, network@etp0006.na.blackberry.net) from your Inbox to a separate storage folder.

Note: The address of the email message is denoted as follows:

network@etp[servernumber].etp.[continent].blackberry.net

Resolution

Delete the rule or filter from the Rules Wizard. See the Microsoft Outlook Help topic Delete a Rule, or consult your administrator.

Cause 9

A MAPI profile needs to be created or recreated, and BlackBerry Desktop Manager must be configured to use the new profile.

Resolution

To create a new MAPI profile, search for article 195718 in the Microsoft Support Knowledge Base.

For instructions on updating BlackBerry Desktop Manager with a new MAPI profile, see KB03650.

Cause 10

Microsoft Outlook is configured to forward new email messages to a personal folder (PST file).

Resolution

To resolve this issue, complete the following tasks:

1. In BlackBerry Desktop Manager, open Redirector Settings.
2. On the General tab, in the Redirection section, record the options that are selected and clear both check boxes.
3. Click Apply.
4. Click OK and ignore the warning messages.
5. Close and restart BlackBerry Desktop Manager.
6. On the General tab, reselect the options you cleared in step 2.
7. Close and restart BlackBerry Desktop Manager.

Warning: Do not configure the Exchange Server to send messages in Rich Text Format (RTF). The BlackBerry smartphone is not able to receive such messages, so BlackBerry Desktop Redirector will not function.

Cause 11

Your firewall does not allow SMTP connections.

Resolution

For more information, contact your administrator or technical support representative.

Cause 12

The BlackBerry smartphone user account is located on a front-end Microsoft Exchange Server. Front-end Microsoft Exchange Servers are designed to work like proxy servers, redirecting requests to the appropriate back-end Microsoft Exchange Server. This feature is available on Microsoft® Exchange Server 2000 and Microsoft® Exchange Server 2003.

Resolution

Move the mailbox to a back-end Microsoft Exchange Server.

Cause 13

The Microsoft Exchange Server is sending Content-Type: application/octet-stream messages, instead of Content-Type: multipart/mixed messages. To confirm this, first send a email message from the affected mailbox, then open the email message in the recipient mailbox. For more information, see the Additional Information section below.

Resolution

For information on how to verify that the Microsoft Exchange Server is sending messages as Content-Type: multipart/mixed, search for article 323226 in the Microsoft Support Knowledge Base.

Cause 14

If all the BlackBerry Desktop Director users are experiencing this error in the Status field, and all of the BlackBerry smartphone users are on the same Microsoft Exchange Server, check the Microsoft Exchange Outbound queue for any email messages in the queue with the network@etp<XXXX>.etp.<XX>.blackberry.net address (for example, network@etp0005.etp.na.blackberry.net).

Resolution

Look for any error messages that you see with these email messages (for example, the remote server did not respond to a connection attempt). Search for resolutions to these errors in the Microsoft Support Knowledge Base.

In the affected message, click View > Options to view message headers that are located at the bottom of the screen, as follows:

Microsoft Mail Internet Headers Version 2.0

Received: from mail server ([IP]) by mail server with Microsoft SMTPSVC(5.0.2195.6713);

Date and time

Received: from mail server ([IP]) by mail server with Microsoft SMTPSVC(5.0.2195.6713);

Date and time

Subject: =?ISO-8859-1?B?TmV3IERlc2t0b3AvSGFuZGhlbGQgV29ya2Zsb3c=?=

To: recipient address

Reply-To: reply to address

From: sender address

MIME-Version: 1.0

Content-Type: multipart/mixed; boundary="----=_NextPart_000_0076_01BE01C0.0F969CF0"

Return-Path: reply to address

Message-ID: <messageid@mail server>

X-OriginalArrivalTime: date 12:22:01.0741 (UTC)FILETIME=[959B0BD0:01C5B2DD]

Date: date and time