• BlackBerry® device
• BlackBerry® Enterprise Server

An X appears beside a reply, sent, or forwarded email message sent from the BlackBerry device. The status field of the email message is Unlisted message error.

Summary of Causes

This problem may be caused by one of the following:

1. The email message cannot be sent successfully for one of several reasons, including the BlackBerry device not being able to access the email client and the service book being corrupt.
2. The Send As permission for all Microsoft® Exchange administration accounts has been revoked.
3. The wrong version of Exchange System Manager is installed on the BlackBerry Enterprise Server.

Cause 1

The email message cannot be sent successfully for one of several reasons, including the BlackBerry device not being able to access the email client and the service book being corrupt.

Resolution

Complete the following steps until the email message is sent successfully:

Note: Tasks involving the BlackBerry device may be performed by the BlackBerry device user. Tasks involving the BlackBerry Enterprise Server must be performed by a BlackBerry Enterprise Server system administrator.

1. Try to send the email message again.
2. If the email message is sent successfully, the BlackBerry device had a temporary problem accessing the email message from the inbox in the email client (for example, Microsoft® Outlook®, IBM® Lotus Notes®).

   If the email message fails to send, make sure that you can compose and send a new email message.

3. Open the email client and verify that the email message you are forwarding or replying to has not been moved or deleted from the inbox.
4. Verify that the BlackBerry device user can reply to and forward the email message using the email client.
5. Regenerate the encryption key, then reply to or forward the email message again.
6. Open the Address Book application on the BlackBerry device and verify that no duplicate contacts exist. If duplicates exist, complete the following tasks:
   • Clear the Address Book database. For instructions, see the Additional Information section of this article.
   • Reload the Address Book contacts by synchronizing the BlackBerry device.
   • Reply to the email message or forward it again.
7. Remove the BlackBerry device user from the BlackBerry Enterprise Server, then re-add the BlackBerry device user.
8. If the Blackberry device user′s account is integrated with BlackBerry Enterprise Server software version 4.0 or later, activate the BlackBerry device wirelessly.

   If the Blackberry device user′s account is integrated with BlackBerry Enterprise Server software version 3.6 or earlier, regenerate the encryption keys using BlackBerry® Desktop Manager. For instructions, see KB02740.

9. If the BlackBerry device user is running BlackBerry® Device Software 4.0 or later, complete the following tasks:
   • Erase the data on the BlackBerry device. For instructions, see KB02318.
   • Resend the service books from the BlackBerry Enterprise Server. For instructions, see KB03577.

   If the BlackBerry device user is running BlackBerry Device Software 3.8 or earlier, complete the following tasks:

   • Delete all the Desktop service books on the BlackBerry device. For instructions, see the Additional Information section of this article.
   • Regenerate the encryption keys using BlackBerry Desktop Manager. For instructions, see KB02740.
10. Reply to the email message or forward it again.
11. If the email message fails to send, clear the Address Book database. For instructions, see the Additional Information section of this article.
12. Before synchronizing the BlackBerry device, reply to or forward the email message. If the email message is sent successfully, there are corrupt entries in the email client′s address book. The corrupt entry is most likely the contact to whom the BlackBerry device user is replying to or forwarding the email message.

Cause 2

The Send As permission for all Microsoft Exchange administration accounts has been revoked.

If you apply the hotfix described in Microsoft Support Knowledge Base article 895949 to Exchange Server 2000 Service Pack 3, or Exchange Server 2003 Service Pack 1 or Service Pack 2, the store.exe utility revokes the Send As permission for all Exchange administration accounts that have been granted Administer Information Store permission at the mailbox store level. As a result, the BlackBerry Enterprise Server is unable to send email messages for BlackBerry device users.

Resolution

To resolve this issue, refer to KB04707 for instructions on resolving the revoked Send As permission.

Cause 3

The wrong version of Exchange System Manager is installed on the BlackBerry Enterprise Server.

Resolution

If the Exchange Server was recently upgraded, upgrade Exchange System Manager on the BlackBerry Enterprise Server to the same version. For more information, see the BlackBerry Enterprise Server Installation Guide.

To clear the address book database, complete the following steps:

1. In BlackBerry Desktop Manager, double-click Backup and Restore.
2. Click Advanced.
3. From the list of BlackBerry device databases, select Address Book.

   Note: If the address book database is not accessible, disable wireless address book synchronization on the BlackBerry device. The instructions for completing this task are listed below.

4. Click Clear.
5. On the Warning dialog box, click OK. The address book database is erased.
6. Click Close.
7. Reload the address book contacts by synchronizing the BlackBerry device. Re-enable wireless address book synchronization on the BlackBerry device (if necessary).

To disable wireless address book synchronization, complete the following steps:

1. Open the address book on the BlackBerry device.
2. Display the menu and select Options.
3. In the Wireless Synchronization field, press the Space key until the field displays No.
4. Display the menu and select Save.

To delete a Desktop service book on the BlackBerry device, complete the following steps:

1. In the BlackBerry device Options, click Service Book.

   Note: In some BlackBerry device models, this option is found in Advanced Options.

2. Click each Desktop service book and select Delete.
3. Display the menu and select Save. The service books are added again after the encryption keys are generated.