• BlackBerry® smartphones

You are unable to send email messages using the BlackBerry smartphone. Failed email messages produce one of the following errors:

Transaction Error - Decryption Error

Decryption Failure: Please connect the handheld to your PC

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

This issue may be caused by one or more of the following:

1. The encryption key on the BlackBerry smartphone is out of date.
2. The BlackBerry smartphone is still configured for the previous owner.
3. The BlackBerry smartphone is registered with a duplicate personal identification number (PIN).
4. There are problems with the Messaging Application Programming Interface (MAPI) connection.
5. The BlackBerry® Desktop Software is not working correctly.
6. An X appears next to the sent email message.

Perform the appropriate resolution.

Cause 1

The encryption key on the BlackBerry smartphone is out of date.

Resolution

Delete the Desktop (CMIME) service book and then generate three new encryption keys by completing the following steps:

1. From the Home screen of the BlackBerry smartphone, click Options > Service Book.
2. Select the Desktop (CMIME) Service Book, and then display the menu and select Delete.
3. Connect the BlackBerry smartphone to BlackBerry® Desktop Manager and generate three new encryption keys consecutively. For more information on generating encryption keys, see KB02740.

Cause 2

The BlackBerry smartphone is still configured for the previous owner.

Resolution

Contact the BlackBerry Enterprise Server administrator and have the BlackBerry Enterprise Server administrator complete the following steps:

1. Remove your BlackBerry smartphone user account from the BlackBerry Enterprise Server.
2. Erase the client database.
3. Create a new a new BlackBerry smartphone user account on the BlackBerry Enterprise Server.
4. Generate a new encryption key.

Cause 3

The BlackBerry smartphone is registered with a duplicate 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, the BlackBerry Enterprise Server administrator must complete the following:

1. Remove both BlackBerry smartphone user accounts associated with the PIN from the BlackBerry Enterprise Server.
2. Erase the client database.
3. Create a new account for both BlackBerry smartphone users.
4. Generate a new encryption key for each BlackBerry smartphone user.

Cause 4

There are problems with the MAPI connection.

Resolution

Create a new MAPI profile and associate it with the BlackBerry Desktop Software.

Note: If you are using Microsoft® Outlook® 2003, deselect the option Use Cached Exchange Mode when you type the Microsoft® Exchange server.

1. For instructions on creating a new MAPI profile, see the Microsoft Knowledge Base.
2. For instructions on configuring BlackBerry Desktop Manager to use the new MAPI profile, see KB03650.

Cause 5

The BlackBerry Desktop Software is not working correctly.

Resolution

Upgrade to the latest version of BlackBerry Desktop Software.

Cause 6

An X appears next to the sent email message.

Resolution

Download and install BlackBerry Desktop Software 3.6.3a or BlackBerry Desktop Software 4.0.1 or later and then manually generate three encryption keys. For information on generating encryption keys, see KB02740.