• BlackBerry® Enterprise Server for Microsoft® Exchange
• BlackBerry smartphones

An X appears beside an email message sent from the BlackBerry smartphone. The following message status appears:

Desktop email program unable to store message.

The following are possible causes for this issue:

1. A network failure occurred between the BlackBerry Enterprise Server and the Microsoft Exchange Server.
2. The BlackBerry smartphone user′s mailbox has been modified or moved.
3. The BlackBerry smartphone user′s mailbox has reached its storage limit.
4. The BlackBerry Enterprise Server or BlackBerry® Desktop Redirector could not redirect the email message.
5. The Simple Mail Transfer Protocol (SMTP) address is specified incorrectly in the BlackBerry Desktop Redirector settings.
6. The BlackBerry Enterprise Server requires restarting.

Complete the appropriate resolution for the cause.

Cause 1

A network failure occurred between the BlackBerry Enterprise Server and the Microsoft Exchange Server.

Resolution 1

Verify the following:

• The network is currently working
• There is connectivity between the BlackBerry Enterprise Server and the Microsoft Exchange Server.

Cause 2

The BlackBerry smartphone user′s mailbox has been modified or moved, and the BlackBerry Enterprise Server has not yet received the updated information.

Note: Every 15 minutes, the BlackBerry Enterprise Server runs an operation called Scan [PB1]GAL. It resolves each directory name with the Global Address List (GAL). If the mailbox is moved to a different server or site, and replication within the Microsoft Exchange Server has not occurred, the Scan GAL would not have the data to update the BlackBerry Enterprise Server.

There are multiple resolutions for this cause.

Resolution 2a

Reload the BlackBerry smartphone user account from the BlackBerry Enterprise Server to update the location information for the BlackBerry smartphone user. If necessary, wait for the Microsoft Exchange replication cycle to complete or force a replication of Microsoft Exchange.

Resolution 2b

See KB00140 for directions on how to run the HandheldCleanup.exe utility and update the location information for the BlackBerry smartphone user′s mailbox.

Resolution 2c

If a mailbox was moved to a new storage group, and the same error appears when an attempt is made to send email messages from the BlackBerry smartphone, restart the BlackBerry Enterprise Server.

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

Cause 3

The BlackBerry smartphone user′s mailbox has reached its storage limit.

Resolution 3

Increase the size limit of the mailbox or create more space by deleting, archiving, or saving email messages to a Personal Folder (.pst) or an Offline Folder (.ost).

Cause 4

The BlackBerry Enterprise Server or BlackBerry Desktop Redirector could not redirect the email message.

Resolution 4

For BlackBerry Enterprise Server version 3.6:

Stop and restart the BlackBerry Enterprise Server service.

For BlackBerry Enterprise Server version 4.0:

Stop and restart all BlackBerry Enterprise Server services.

Cause 5

The Simple Mail Transfer Protocol (SMTP) address is specified incorrectly in the BlackBerry Desktop Redirector settings.

Note: The BlackBerry® Desktop Software selects the default SMTP address from the data store on the Microsoft Exchange Server.

Resolution 5

1. Open BlackBerry® Desktop Manager and double-click Redirector Settings.
2. Select the Advanced tab.
3. If the SMTP address is incorrect, select the Override Address check box.
4. Type the correct address.

Note: If the SMTP address reverts to the default, change the default address on the Microsoft Exchange Server.

Cause 6

The BlackBerry Enterprise Server requires restarting.

Resolution 6

Restart the BlackBerry Enterprise Server.

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