An X is displayed in the message list on the BlackBerry® smartphone, indicating that the email message could not be sent. The following error appears in the Message Status field of the open email message:

Transaction error - decryption error

• BlackBerry® Enterprise Server for Microsoft® Exchange

A decryption error may be caused by any of the following:

1. The encryption key on the BlackBerry smartphone has not been updated.
2. BlackBerry® Desktop Redirector is running on more than one computer.
3. A conflict exists because your BlackBerry smartphone was previously associated with another account.
4. The encryption keys on the BlackBerry smartphone and the Microsoft® Exchange Server are not identical.
5. The BlackBerry smartphone information stored for your account is corrupted.
6. A duplicate of your BlackBerry smartphone personal identification number (PIN) is registered on the BlackBerry® Enterprise Server.
7. The Messaging Application Programming Interface (MAPI) profile is corrupted.
8. The current encryption key is corrupted either on the BlackBerry smartphone or in the Microsoft® Outlook® mailbox.
9. The encryption key has not been correctly transferred to the BlackBerry smartphone.
10. Cached Exchange Mode is turned on when Microsoft Outlook 2003 is running in Offline mode, and it has caused the encryption key to be saved in the wrong location.
11. Services from another BlackBerry Enterprise Server are running using the same SRP.

Complete the appropriate resolution for your cause.

Cause 1

The encryption key on your BlackBerry smartphone has not been updated; therefore, it does not match the key used by the BlackBerry Enterprise Server on which your BlackBerry smartphone user account resides.

Resolution 1

Generate a new encryption key. For instructions, see the Additional Information section.

Cause 2

BlackBerry Desktop Redirector is running on more than one computer.

Resolution 2

Verify that BlackBerry Desktop Redirector is only running on one computer.

Cause 3

A conflict exists because your BlackBerry smartphone was previously associated with another BlackBerry smartphone user account. The BlackBerry smartphone information was not removed from the previous BlackBerry smartphone user’s mailbox before it was added to your mailbox.

Resolution 3

Remove the BlackBerry smartphone information causing the conflict. The following steps should be completed by your system administrator.

1. Remove the previous BlackBerry smartphone user’s account from the BlackBerry Enterprise Server. If you are prompted to wipe the client database, click Yes.
2. Clear all BlackBerry smartphone information from the previous BlackBerry smartphone user’s mailbox. You will need to use the DBClean utility to perform this task. Contact your wireless service provider for instructions on how to use DBClean.

Cause 4

The encryption keys on the BlackBerry smartphone and the Microsoft Exchange Server are not identical.

Resolution 4

Delete the Desktop [CMIME] service book on the BlackBerry smartphone and generate a new encryption key.

1. Disconnect the BlackBerry smartphone from the computer running BlackBerry® Desktop Manager.
2. On the BlackBerry smartphone Home screen, click Options.
3. Click Service Book. The Service Book screen appears with a list of the service books installed on the BlackBerry smartphone.

   Note: If the Desktop [CMIME] service book is not listed, then it is not installed on the BlackBerry smartphone. Go to Cause 5.

4. Click Desktop [CMIME] and then click Delete. The Desktop [CMIME] service book is deleted.
5. Press the Escape key until you return to the Home screen.
6. Connect the BlackBerry smartphone to the computer. A new Desktop [CMIME] service book will be installed on the BlackBerry smartphone.
7. Open the BlackBerry Desktop Manager.
8. Generate a new encryption key. For instructions, see the Additional Information section.

Cause 5

The BlackBerry smartphone information stored for your BlackBerry smartphone user account is corrupted.

Resolution 5

Remove and replace the corrupted information.

1. Contact your system administrator and request that your BlackBerry smartphone user account be removed from the BlackBerry Enterprise Server. During the account removal, the system administrator must click Yes if prompted to wipe the client database.
2. Connect your BlackBerry smartphone to the computer running the BlackBerry Desktop Manager.
3. Open the BlackBerry Desktop Manager and double-click the Backup and Restore icon.
4. Back up the BlackBerry smartphone data. For instructions, see Backup and Restore in the BlackBerry Desktop Online Help.
5. After the backup is complete, return to the BlackBerry Desktop Manager and double-click the Application Loader icon.
6. Reload the BlackBerry smartphone applications and remove the BlackBerry smartphone data. Make sure that you select Erase all currently installed applications. For assistance with this task, see Application Loader in the BlackBerry Desktop Online Help.
7. After the applications have been loaded, contact your system administrator and request that your BlackBerry smartphone user account be added to the BlackBerry Enterprise Server.
8. Generate a new encryption key. For instructions, see the Additional Information section.

Cause 6

Duplicate BlackBerry smartphone PIN is registered on the BlackBerry Enterprise Server. A BlackBerry smartphone can only be assigned to one account at a time.

Resolution 6

Remove the duplicate BlackBerry smartphone personal identification number (PIN) from the BlackBerry Enterprise Server. The following steps should be completed by your system administrator.

1. In the BlackBerry Enterprise Server, find the BlackBerry smartphone user account to which the duplicate PIN is assigned.
2. Remove the BlackBerry smartphone user account from the BlackBerry Enterprise Server.

Cause 7

The MAPI profile is corrupted.

Resolution 7

1. Create a new MAPI profile and configure the BlackBerry Desktop Manager to use that profile. See the Microsoft Support web site for instructions on creating a MAPI profile. For instructions on configuring BlackBerry Desktop Manager to use the new MAPI profile, see KB03650.
2. Close the BlackBerry Desktop Manager.

Cause 8

The current encryption key is corrupted either on the BlackBerry smartphone or in the Microsoft Outlook mailbox.

Note: If you are running Microsoft Outlook 2003 and you have Cached Exchange Mode turned on, see Cause 10.

Resolution 8a

Warning: The following procedures will delete either all data or all data and applications on the BlackBerry smartphone. Back up the data prior to wiping your BlackBerry smartphone. For instructions, see KB12487.

Clear the service book database on the BlackBerry smartphone, run the DBClean utility, then generate a new encryption key.

1. Connect your BlackBerry smartphone to the computer running the BlackBerry Desktop Manager.
2. In the BlackBerry Desktop Manager, double-click the Backup and Restore icon.
3. On the Backup and Restore window, click Advanced.
4. On the Backup and Restore window, in the Handheld Databases list box, select the Service Book database and then click Clear.
5. On the Warning window, click OK. The service book database is removed from the BlackBerry smartphone.
6. Click Close until the BlackBerry Desktop Manager window is displayed.
7. Close the BlackBerry Desktop Manager.

   Note: If you are using BlackBerry Desktop Redirector, skip step 8.

8. Contact your wireless service provider for instructions on how to use the DBClean utility.
9. Open the BlackBerry Desktop Manager and connect your BlackBerry smartphone to the computer.
10. You should be prompted to generate a new encryption key. If not, generate a new encryption key. For instructions, see the Additional Information section.

Resolution 8b

Upgrade the BlackBerry Desktop Software to version 4.0 SP1 and then generate a new encryption key.

1. Close the BlackBerry Desktop Manager and BlackBerry Desktop Redirector.
2. Perform a clean uninstall of the BlackBerry Desktop Software. For instructions, see KB02206.
3. Download BlackBerry Desktop Software version 4.0 SP1 from your service provider’s web site.
4. Install the software by double-clicking the downloaded file and following the installation wizard. For more information, see the section Installing the Desktop Software in the BlackBerry Desktop Software Release Notes.
5. After the installation is complete, open the BlackBerry Desktop Manager.
6. Connect the BlackBerry smartphone to your computer.
7. In the BlackBerry Desktop Manager, on the Options menu, click Connection Settings. The Connection Settings window appears.
8. Click Detect. The BlackBerry smartphone should be detected.
9. Click Close.
10. Generate a new encryption key. For instructions, see the Additional Information section.

Cause 9

The encryption key has not correctly transferred to the BlackBerry smartphone.

Resolution 9

Install the latest version of BlackBerry Desktop Software. Back up all the data from the BlackBerry smartphone to your computer, then delete all data and applications on the BlackBerry smartphone and create a new encryption key.

1. Download the latest BlackBerry Desktop Software and service packs from your wireless service provider’s web site.
2. Install the software by double-clicking the downloaded file and following the installation wizard.
3. After the installation, open the BlackBerry Desktop Manager.
4. Connect the BlackBerry smartphone to your computer.
5. In the BlackBerry Desktop Manager, double-click the Backup and Restore icon.
6. Back up the BlackBerry smartphone data. For instructions, see Backup and Restore in the BlackBerry Desktop Online Help.
7. After the backup is complete, return to the BlackBerry Desktop Manager and double-click the Application Loader icon.
8. Reload the BlackBerry smartphone applications and remove the BlackBerry smartphone data. Make sure that you select the check box beside Erase all currently installed applications. For instructions, see Application Loader in the BlackBerry Desktop Online Help.
9. After the applications have been loaded, generate a new encryption key. For instructions, see the Additional Information section. If the problem is not resolved, contact your wireless service provider.

Cause 10

If you have Cached Exchange Mode turned on in Microsoft Outlook 2003, then you may have generated a new encryption key since turning this feature on. If Microsoft Outlook was in Offline mode (no active connection to Microsoft Exchange) when the encryption key was generated, the new encryption key has been written to the offline folder created by Cached Exchange Mode, instead of the Microsoft Outlook mailbox. This causes a discrepancy between the encryption key on the BlackBerry smartphone and the encryption key in the mailbox.

Resolution 10

Clear the service book database on the BlackBerry smartphone, run the DBClean utility, and then generate a new encryption key.

1. Turn off Cached Exchange Mode in Microsoft Outlook. For instructions, see Turn on or off Cached Exchange Mode in the Microsoft Office Outlook Help.
2. Connect the BlackBerry smartphone to the computer running the BlackBerry Desktop Manager.
3. In the BlackBerry Desktop Manager, double-click the Backup and Restore icon.
4. On the Backup and Restore window, click Advanced. The Backup/Restore window appears.
5. In the Handheld Databases list box, select the Service Book database, and then click Clear.
6. On the Warning window, click OK. The service book database is removed from the BlackBerry smartphone.
7. Click Close until the BlackBerry Desktop Manager window is displayed.
8. Close the BlackBerry Desktop Manager.

   Note: If you are using BlackBerry Desktop Redirector, skip step 9.

9. Contact your wireless service provider for instructions on how to use DBClean.
10. Open the BlackBerry Desktop Manager and connect your BlackBerry smartphone to the computer.
11. You should be prompted to generate a new encryption key. If not, generate a new encryption key. For instructions, see the Additional Information section below.
12. If you want, you may turn back on the Cached Exchange Mode in Outlook.

Cause 11

Services from another BlackBerry Enterprise Server are running using the same SRP.

Resolution 11

Locate any other installations of the BlackBerry Enterprise Server and disable the services if they are no longer being used.

To generate a new encryption key using BlackBerry® Desktop Manager, complete the following steps:

To manually regenerate encryption keys on a BlackBerry smartphone, see KB10836.

Using BlackBerry Desktop Software 5.0 or lower:

1. Connect your BlackBerry smartphone to the computer running the BlackBerry Desktop Manager.
2. Open the BlackBerry Desktop Manager.
3. Double-click Redirector Settings.
4. Select the Security tab.
5. Select the Generate keys manually option.
6. Click Generate.
7. Move your mouse around randomly until the Generating New Key dialog closes.
8. Click Apply.
9. Verify that the Status field displays Up To Date.
10. Click OK.