• BlackBerry® Device Software version 4.0 to 4.7
• BlackBerry® Enterprise Server for Microsoft® Exchange® software version 4.1
• BlackBerry smartphone
• SDR82459

The following error message is received on the BlackBerry smartphone:

Decryption failure. Please regenerate key.

This problem may be caused by any of the following issues:

1. Encryption key information on the BlackBerry smartphone is different from the key stored on the BlackBerry® Enterprise Server or the BlackBerry® Desktop Redirector.
2. A second service may be sending data to the BlackBerry smartphone.
3. Microsoft® Outlook® is configured to send email messages to a PST file instead of the inbox.
4. A duplicate personal identification number (PIN) exists on the BlackBerry Enterprise Server.
5. The automatic key encryption key regeneration process for the BlackBerry Enterprise Server is not functioning properly.

Complete the appropriate resolution for the cause.

Cause 1

The encryption key information on the BlackBerry smartphone is different from the encryption key information stored on the BlackBerry Enterprise Server or the BlackBerry Desktop Redirector.

Resolution

Regenerate the encryption keys. For more information, see KB02740.

Cause 2

A second service may be sending data to the BlackBerry smartphone.

Resolution

Make sure that the BlackBerry smartphone is not receiving data from another service.

1. From the Home screen of the BlackBerry smartphone, click Options.
2. Click Status.
3. Note the PIN.
4. Press the Escape key to return to the Home screen.
5. Press and hold the Alt key and type LGLG. The Debug Log screen appears.
6. Select the following line (which appears in bold):

   E net.rim.gme ? RDKf-CMIME :<PIN>$<GUID>

   <PIN> represents the BlackBerry smartphone PIN.

   <GUID> represents the Globally Unique Identifier of the service sending data to the BlackBerry smartphone (a Server Routing Protocol [SRP] identifier for a BlackBerry Enterprise Server or an email address for the BlackBerry Desktop Redirector).

7. Display the menu and click View Event to see detailed information about the event.
8. Write down the GUID information.
9. Press the Escape button to exit the Debug Log screen.
10. On the Home screen, click Options.
11. If the BlackBerry smartphone is running BlackBerry Device Software 4.1 to 4.7, click Advanced Options > Service Book.

    If the BlackBerry smartphone is running BlackBerry Device Software 4.0 or earlier, click Service Book.

12. Scroll down and highlight Desktop [CMIME].
13. Display the menu and click View.
14. Compare the information in the UID field with the GUID from step 8. If they are different, the BlackBerry smartphone is receiving data from another service provider.
15. Contact your service provider.

Cause 3

Microsoft Outlook is configured to send email messages to a PST file instead of the inbox.

Make sure that Microsoft Outlook sends email messages to the inbox, and not a PST file.

1. Open the Control Panel on a computer.
2. Double-click Mail.
3. In the Mail Setup window, click Show Profiles.
4. Select the profile, then click Properties.
5. Click E-mail Accounts.
6. Select the View or change existing email accounts option.
7. Click Next.
8. Make sure that the Deliver new e-mail to the following location field is set to Mailbox - <YOUR name>, and not Personal Folders.
9. Click Finish.

Cause 4

A duplicate PIN exists on the BlackBerry Enterprise Server.

Resolution

Ask your BlackBerry Enterprise Server administrator to verify that your PIN does not appear more than once on the BlackBerry Enterprise Server.

Cause 5

The automatic encryption key regeneration process for BlackBerry Enterprise Server software version 4.1 is not functioning properly.

Resolution

Contact your BlackBerry Enterprise Server administrator and request that BlackBerry Enterprise Server software version 4.1 Service Pack 6 (4.1.6) be installed.