• BlackBerryA® Desktop Redirector
• BlackBerryA® Enterprise Server
• BlackBerryA® Internet Service
• BlackBerry smartphone
• IBMA® LotusA® DominoA®
• MicrosoftA® Exchange

When sending a message from a BlackBerry smartphone, an X appears beside the message (indicating a send failure), and the following error message appears:

Transaction error: failure at service.

Additionally, if sending a message from a RIM wireless handheld (RIM 850, RIM 857, RIM 950, RIM 957), the following error message appears:

Redirector transaction failure.

Summary of Causes

1. Configurations of the BlackBerry Enterprise Server or BlackBerry Desktop Redirector are corrupt or incomplete.
2. The Messaging Application Programming Interface (MAPI) profile has been modified or the mailbox has been moved to a different Microsoft Exchange Server. (Applicable to Microsoft Exchange users only).
3. The BlackBerry Enterprise Server administration mailbox is corrupt or has been moved. (Applicable to Microsoft Exchange users only).
4. Information stored in the BlackBerry profiles database is corrupt. (Applicable to IBM Lotus NotesA® users only).
5. There is an incorrect access control list (ACL) entry in the mail file. (Applicable to IBM Lotus Notes users only).
6. Insufficient permissions on the BlackBerry Enterprise Server to access the BlackBerry smartphone user′s mailbox (Applicable to IBM Lotus Notes users only).
7. Service books for the BlackBerry Internet Service could be corrupt.
8. The encryption key generated on the computer may not have completed successfully as a result of interference from other applications.
9. The BlackBerry smartphone user was removed from the BlackBerry Enterprise Server and is now using the BlackBerry Internet Service.
10. There is no longer a BlackBerry Internet Service account associated with the BlackBerry smartphone, but it has service books for old email accounts present on the device.

Complete the appropriate resolution for your cause.

Cause 1

Configurations of the BlackBerry Enterprise Server or BlackBerry Desktop Redirector are corrupt or incomplete.

Important: Restarting the BlackBerry Enterprise Server delays message delivery to BlackBerry smartphones. For more information, see KB04789.

Resolution 1

Check the BlackBerry smartphone user profiles on BlackBerry Manager. If the Status field displays Running, the configuration may be incomplete or the BlackBerry Enterprise Server may be unable to start the account. Generate a new encryption key by performing the following steps:

1. Connect the BlackBerry smartphone to the computer with the cradle or Universal Serial Bus (USB) cable.
2. In BlackBerry Desktop Manager, open Redirector Settings and click the Security tab.
3. Select Generate keys manually and click Generate. Move your mouse to generate a new encryption key.
4. Click Apply > OK to save the settings.

If the BlackBerry Enterprise Server does not display Running, first stop the BlackBerry Enterprise Server, and then restart it to force a restart of all BlackBerry smartphone users.

Cause 2

The MAPI profile has been modified or the mailbox has been moved to a different Microsoft Exchange Server.

Resolution 2

Determine if any modifications were made to the MAPI profile, or if the mailbox has been moved to a different Microsoft Exchange Server. For more information, see KB00142.

Cause 3

The BlackBerry Enterprise Server administration mailbox is corrupt or has been moved.

Resolution 3 

First, determine if the BlackBerry Enterprise Server administration mailbox has been moved. If it has been moved, the BlackBerry Enterprise Server has not yet read the updated Global Address List (GAL) entry for the service account. When the updated GAL has been read, run the HandheldCleanup.exe utility to update the location of the BlackBerry Enterprise Server administration mailbox. For more information on the HandheldCleanup.exe utility, see KB00140.

Note: If the HandheldCleanup.exe utility does not correct the problem, the administration mailbox may be corrupt and may need to be recreated or restored from a backup. Contact your service provider for information on how to create a new administration mailbox.

Warning: If the administration mailbox is recreated incorrectly on a BlackBerry Enterprise Server, any data stored on the original administration mailbox will be lost.

Cause 4

Information stored in the BlackBerry profiles database is corrupt.

Resolution 4

Remove the service books from the BlackBerry smartphone and generate a new encryption key.

1. Connect the BlackBerry smartphone to a computer with the cradle or USB cable.
2. In BlackBerry Desktop Manager, open Backup and Restore and click Advanced.
3. Select Service Book from the Database list and click Clear.
4. Click OK when the warning appears.
5. Close the Backup and Restore window.
6. Generate a new encryption key by following the instructions outlined in Cause 1.

Note: If generating a new encryption key from the computer does not resolve the issue, an encryption key can be generated from the BlackBerry Enterprise Server, which will reconstruct the BlackBerry profiles database. For instructions, see KB02740.

Cause 5

There is an incorrect ACL entry in the mail file.

Resolution 5

Set the ACL permissions as follows:

On the mail file

• The BlackBerry Enterprise Server must be part of the Local Domain Servers group with Manager access to the mail file.

On the BlackBerry profiles database

• The BlackBerry smartphone user and the administrator must not be defined explicitly in the ACL for the BlackBerry profiles database.
• In the ACL, select Default from the list box and verify that Author is displayed in the Access drop-down list.

Cause 6

Insufficient permissions on the BlackBerry Enterprise Server to access the BlackBerry smartphone user′s mailbox.

Resolution 6

Check the permissions on the BlackBerry profiles database.

1. In IBM Lotus Notes, click File > Databases > Open.
2. From the Server drop-down list, select the BlackBerry Enterprise Server.
3. In the Database list, select the BES folder and click Open.
4. In the Database list, click BlackBerry User Profiles, then click Open.
5. Select the account name to open the Configuration document. If the DB username has not been opened yet error appears, there may be an issue with the BlackBerry state databases.

Cause 7

Service books for the BlackBerry Internet Service could be corrupt.

Resolution 7

If more than one BlackBerry device is affected, verify the status of the BlackBerry Internet Service with the appropriate wireless service provider.

If only one BlackBerry device is affected, perform the following actions:

1. Remove the service books from the BlackBerry device. For instructions, see KB05000.
2. Send new service books to the BlackBerry device from the BlackBerry Internet Service. For instructions, see KB02830.

Cause 8

The encryption key generated on the computer may not have completed successfully as a result of interference from other applications.

Resolution 8

Close all applications running in the background that may be accessing the USB ports (for example, printer managers or digital camera software). Verify the BlackBerry smartphone is not connected to the computer through a USB hub, or to a laptop computer with a docking station.

Cause 9

The BlackBerry smartphone user was removed from the BlackBerry Enterprise Server and is now using the BlackBerry Internet Service.

Resolution 9

1. Remove the Desktop [CMIME] service book from the BlackBerry smartphone.
2. Send new service books to the BlackBerry smartphone from the BlackBerry Internet Service. For instructions, see KB02830.

Cause 10

There is no longer a BlackBerry Internet Service account associated with the BlackBerry smartphone, but old integration service books are present on the BlackBerry smartphone.

Resolution 10

Verify that the customer has a BlackBerry Internet Service account associated with their BlackBerry smartphone. If they recently switched smartphones they may have restored a backup and gotten the old integration service books but failed to switch the account to the new BlackBerry smartphone.

Either associate the old BlackBerry Internet service account or create a new one for the customer.