The Send option is not available when forwarding or replying to an email message from a BlackBerry smartphone

Article ID: KB02567

Type: Support Content

Last Modified: 08-07-2012

 

Product(s) Affected:

  • BlackBerry Enterprise Server for Novell GroupWise
  • BlackBerry Internet Service
  • BlackBerry Enterprise Server for Microsoft Exchange
  • BlackBerry Enterprise Server for IBM Lotus Domino
CollapseEnvironment
  • BlackBerry® Enterprise Server
  • BlackBerry® Internet Service
CollapseOverview

The Send option is not available when the BlackBerry® smartphone is used to forward or reply to an email message.

If the above scenario occurs, please see the below checklist.

1) Confirm that the BlackBerry® Internet Service service book exists and is up-to-date

Delete and resend the service book(s).

  • A service book is created for each email account integrated with the BlackBerry Internet Service account. These service books appear on the BlackBerry smartphone as <email_address> [CMIME].

To delete the service book(s) on BlackBerry Device Software 5.0 or before, complete the following steps:

  1. In the Options menu on the BlackBerry smartphone, click Service Book or Advanced Options.
  2. Click Service Book.
  3. If the Web Client [CMIME] service book is listed, click it and select Delete.
  4. Find the <email_address> [CMIME] service book for the affected account, click it and select Delete.
  5. Click Close.

To delete the service book(s) on BlackBerry Device Software 6.0 or after, complete the following steps:

  1. In the Options menu on the BlackBerry smartphone, click Device.
  2. Click Advance System Settings.

  3. Click Service Book.
  4. If the Web Client [CMIME] service book is listed, click it and select Delete.
  5. Find the <email_address> [CMIME] service book for the affected account, click it and select Delete.
  6. Click Close.

To send the service book(s), see KB02830.

Note: To confirm that the problem is resolved, complete the steps in the Additional Information section.

2) Confirm that the Desktop [CMIME] service book exists and is up-to-date

Refer to the instructions for 1) to delete the service book. Connect the BlackBerry smartphone to a Computer where BlackBerry® Desktop Manager is associated to the BlackBerry Enterprise Server, see KB02740.

Alternatively, have the BlackBerry Enterprise Server administrator send service books to the BlackBerry smartphone.

Note: To confirm that the problem is resolved, complete the steps in the Additional Information section.

3) Verify that the servcie book does not display incorrect or Unknown routing information

The Desktop[CMIME] service book contains incorrect routing information. The UID field in Desktop[CMIME] service book displays Unknown or an email address instead of the Service Routing Protocol (SRP) Identifier of the BlackBerry Enterprise Server or an incorrect email address when using redirector.

This may occur if BlackBerry Desktop Manager is installed with the incorrect integration option. For example, BlackBerry Desktop Manager is set up to integrate with BlackBerry® Enterprise Server for Microsoft® Exchange when it should be integrated with BlackBerry® Enterprise Server for IBM® Lotus® Domino®.

Modify the BlackBerry Desktop Manager installation configuration to work with BlackBerry Enterprise Server.

To modify the installation configuration for BlackBerry Desktop Manager, perform the following steps:

  1. Close BlackBerry Desktop Manager.
  2. In Add/Remove Programs, select BlackBerry Desktop Manager Software and click Change/Remove.
  3. Click Next.
  4. On the Program Maintenance screen, select Modify and click Next.
  5. Click Next on the Custom Setup screen.
  6. On the Integration Options screen, select BlackBerry Enterprise Server and click Next.
  7. On the Choose Messaging System screen, select the correct message system for your environment (for example, IBM Lotus Domino or Microsoft Exchange) and click Next.
  8. Follow the on-screen prompts and complete the installation.

Correct the email address for Desktop Redirector:

  1. In BlackBerry Desktop Manager, double-click Redirector Settings.
  2. In the Redirector Settings window, click the Advanced tab.
  3. Ensure that the email address displayed matches the user's default email address, found in the user profile in Microsoft Exchange.
  4. Select the Override Address check box.
  5. Click Apply.
  6. Click OK.

4) Confirm that the service book is not using Unknown[Secure]

The email message has been received using an unknown secure service. You cannot reply to an email message that you have received on the BlackBerry smartphone. At the top of the email message, the Using field displays Unknown (Secure).

If the resolutions for causes 1 through 3 do not resolve the problem, complete the steps below. Steps 1 and 4 require access to the BlackBerry Enterprise Server; contact your BlackBerry Enterprise Server administrator to assist you with the procedure.

  1. Remove the BlackBerry smartphone account from the BlackBerry Enterprise Server.
  2. Back up the BlackBerry smartphone databases using the backup and restore tool in BlackBerry Desktop Manager.
  3. Erase all the data and applications from the BlackBerry smartphone. For instructions, see KB02318.
  4. Add the BlackBerry smartphone account to the BlackBerry Enterprise Server.
  5. Activate the BlackBerry smartphone either over the wireless network or by connecting it to a computer and using BlackBerry Desktop Manager.

Note: You can now reply to email messages received after completing the above procedure, but not to email messages received prior to completing the procedure.

CollapseAdditional Information

To confirm that the problem is resolved, complete the following steps:

  1. Send a test email message to the BlackBerry smartphone from your desktop email application.
  2. After the email message is received on the BlackBerry smartphone, use the Reply option to send a test reply.
  3. Send a second test email message to the BlackBerry smartphone.
  4. After the second email message is received on the BlackBerry smartphone, use the Forward option to forward the email message.

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