"No message services configured" when sending an email message from a BlackBerry smartphone

Article ID: KB03828

Type: Support Content

Last Modified: 01-03-2013

 

Product(s) Affected:

  • BlackBerry Internet Service
  • BlackBerry Desktop Software for Windows
  • BlackBerry Enterprise Server for Microsoft Exchange
CollapseEnvironment
  • BlackBerry Desktop Software
  • BlackBerry Enterprise Server
  • BlackBerry Internet Service
  • Microsoft Exchange
  • DT 1406875
CollapseOverview
When composing, replying to, or forwarding an email message on the BlackBerry smartphone, the following error messages appears:

No message services configured. You will be redirected to the Setup Wizard to setup your email account.

or

No message services configured. You will only be able to save draft.

or

No email services please connect handheld to your PC.
CollapseCause
CollapseResolution

Complete the appropriate resolution for the cause.

Cause 1

The Desktop [CMIME] or <integrated account> [CMIME] service book is missing, marked as Disallowed or unusable.

Resolution 1a

For BlackBerry Internet Service integrated accounts

  • Request a new service book if the BlackBerry Internet Service is used for email message redirection. For instructions, see KB02830.
  • If new service books do not resolve the issue, clear the service book database. For instructions, see KB05010.
  • The BlackBerry smartphone is attempting to send email messages using the service book of an email account that is no longer integrated with the BlackBerry Internet Service account. Re-integrate the email account to the BlackBerry Internet Service account.

Resolution 1b

For BlackBerry Desktop Redirector or a BlackBerry Enterprise Server integrated account

  • Regenerate a new encryption key. For instructions, see KB02740.

Resolution 1c

For BlackBerry Desktop Redirector or BlackBerry Enterprise Server for Microsoft Exchange integrated accounts

  • Create a new Messaging Application Programming Interface (MAPI) profile.
    1. To create a new MAPI profile in Microsoft Outlook:
      1. For more information on how to create a new MAPI profile for Microsoft Outlook 2000, see article 195718, or visit the Microsoft Support site and search for "how to create email profile Outlook 2000".
      2. For more information on how to create a new MAPI profile for Microsoft Outlook 2002, see article 287072, or visit the Microsoft Support site and search for "how to create email profile Outlook 2002".
      3. For more information on how to create a new MAPI profile for Microsoft Outlook 2003, Microsoft Outlook 2007 or Microsoft Outlook 2010, see article 829918, or visit the Microsoft Support site and search for "How to create and configure an email profile in Outlook 2010, Outlook 2007, and Outlook 2003".
    2. To configure BlackBerry Desktop Manager to use the new MAPI profile, see KB03650.

Resolution 1d

For BlackBerry Enterprise Server for Microsoft Exchange integrated accounts only

  • Re-send service books to the smartphone. For instructions, see KB03577.

Resolution 1e

For BlackBerry Enterprise Server for Microsoft Exchange integrated accounts only

The IT policy was exported from one server and imported into another server using the ITPolicyImportExport tool. ITPolicyImportExport tool does not update the list of allowed SRPs in the policy when the Service Exclusivity policies such as “Allow Other Message Services” and “Allow Other Browser Services”  rules set to false.  The 'Desktop [CMIME]' service book exists but the Record Type would show 'Disallowed' due to new SRP is not injected into the policy causing mail flow to stop.

  •  Use BlackBerry Administration Service built in import/export function to export IT policy and then import same IT policy on the same server, this will update the SRP list.

OR

  • Take a copy of the existing IT policy and assign the copy to the BlackBerry smartphone user.

OR

  • If the policy has not been exported yet, use the built in function in BlackBerry Administration Service to export and then import the policy in the new environment

Cause 2

An IT policy is blocking the BlackBerry Internet Service service books. This affects BlackBerry smartphones that are activated on a BlackBerry Enterprise Server or associated with a BlackBerry Internet Service account. An error message appears on the BlackBerry smartphone when email messages are sent using the BlackBerry Internet Service account because a BlackBerry Enterprise Server IT policy is restricting access to third-party email accounts.

Resolution 2

Send a blank IT policy, or a less restrictive one, from the BlackBerry Enterprise Server. For instructions, see the BlackBerry Enterprise Server Maintenance Guide for the appropriate messaging server. If this does not resolve the issue, reactivate the BlackBerry smartphone with an IT policy that does not restrict third-party email accounts.

If the BlackBerry smartphone was previously activated on a BlackBerry Enterprise Server, but is now only associated with a BlackBerry Internet Service account, contact the BlackBerry Enterprise Server administrator to request that a less restrictive IT policy be sent to the BlackBerry smartphone.


Cause 3

The BlackBerry smartphone user account has not been correctly activated on a BlackBerry Enterprise Server.

Resolution 3

Complete the following tasks to correctly activate the BlackBerry smartphone user account:

Task 1

Remove the account from the BlackBerry Enterprise Server by completing the following steps:

  1. In the left pane of BlackBerry Manager, select the BlackBerry Enterprise Server instance.
  2. On the Users tab, select the account name.
  3. Click Account, and then click Delete User.

Note: To retain the BlackBerry account information in the BlackBerry smartphone user's person document and state database, click No when prompted.

Task 2

Erase all data and applications on the BlackBerry smartphone. For instructions, see KB02318.

Task 3

Add the BlackBerry smartphone user account back to the BlackBerry Enterprise Server by completing the following steps:

  1. In the left pane in BlackBerry Manager, select the BlackBerry Enterprise Server instance.
  2. On the Server Configuration tab, click Common.
  3. Click Add User, then select the account name.
  4. Click Add, then click OK.

Cause 4

Service Books have not been delivered to the BlackBerry Smartphone upon configuration.

Resolution 4

Register the BlackBerry Smartphone on the wireless network.

For BlackBerry Smartphones operating with BlackBerry Device Software 5.0 and below

   1.  Go to Options, select Advanced Options and Host Routing Table

   2.  Press the BlackBerry Menu key, and select Register Now

   3.  A Registration Message Sent pop up will appear on the screen.

For BlackBerry Smartphones operating with BlackBerry Device Software 6.0 and above

   1. Go to Options, select Device and Advanced System Settings

   2. Select Host Routing Table

   3. Press the BlackBerry Menu key, and select Register Now

   4. A Registration Message Sent pop up will appear on the screen.

CollapseAdditional Information

This article contains information previously documented in KB02328.

Disclaimer

By downloading, accessing or otherwise using the Knowledge Base documents you agree:

   (a) that the terms of use for the documents found at www.blackberry.com/legal/knowledgebase apply to your use or reference to these documents; and

   (b) not to copy, distribute, disclose or reproduce, in full or in part any of the documents without the express written consent of RIM.


Visit the BlackBerry Technical Solution Center at www.blackberry.com/btsc.