Unable to send email messages from the BlackBerry smartphone using an integrated Yahoo ! or GMail Account

Article ID: KB12116

Type: Support Content

Last Modified: 12-15-2011

 

Product(s) Affected:

  • BlackBerry Internet Service
CollapseEnvironment
  • BlackBerry® Internet Service
  • BlackBerry® smartphones
  • Yahoo!® Mail
  • Gmail®

 

CollapseOverview

Email messages cannot be sent from the BlackBerry® smartphone using an integrated Yahoo!® and Gmail® account. BlackBerry smartphone users may see a red X next to the sent email message and the Message Status field may display the following error:

Message includes an invalid address

CollapseCause
CollapseResolution

Cause 1

The Yahoo! or Gmail account does not have a Sent Items folder. When sending messages using an integrated Yahoo! or Gmail account, the BlackBerry Internet Service attempts to place a copy of the sent item in this folder.

Resolution 1

Create a Sent Items folder in the Yahoo! or Gmail account. If this folder cannot be created in the Yahoo! or Gmail interface, contact Yahoo! or Gmail Support to have this folder created.


Cause 2

The service book for the Yahoo! or Gmail integration may be incorrect.

Resolution 2

Send new service books to the BlackBerry smartphone. For instructions, see KB02830 .


Cause 3

The Yahoo! or Gmail integration may need to be refreshed.

Resolution 3

Remove and re-integrate the affected Yahoo! or Gmail account.

  • For instructions on removing an integrated account, see the BlackBerry Internet Service user manual located here
  • For instructions on integrating an email account, see KB02189 .

Cause 4

There are uppercase characters present in the email Email Account Name and Reply To fields for the affected integration.

Resolution 4

Change all occurrences of uppercase characters to lowercase in these fields, by completing the following steps:

  1. Log into the BlackBerry Internet Service account.
  2. Click the Edit icon beside the affected Yahoo! or Gmail integration.
  3. Change all occurrences of uppercase characters in the Email Account Name and Reply To fields to lowercase.
  4. Click Save.

Cause 5

A free Yahoo! or Gmail address has not been associated with the integrated Yahoo! or Gmail account. A free Yahoo! or Gmail address must be created in order to successfully send email messages from the BlackBerry smartphone.

Resolution 5

Create a free Yahoo! or Gmail email address from within the affected Yahoo! or Gmail account. For help with creating this address, contact Yahoo! or Gmail Support.


Cause 6

The Yahoo! or Gmail address is not verified on the Yahoo! or Gmail account.

Resolution 6

Verify the Yahoo! or Gmail email address through the Yahoo! or Gmail Member Services feature.

  1. Log in to the Yahoo! or Gmail account.
  2. At the top of the window, click Member Center.
  3. Select the My Account & Billing tab.
  4. Log in using the password for the Yahoo! Mail address.
  5. Under Personal Information, click View/Edit Contact Information, Marketing preferences, etc.
  6. From the right-hand side under Alternate Email, select Edit.
  7. If the Yahoo! Mail address is showing as Not Verified, select click here to verify.
  8. On the final page, select Save Changes.

    Note: An email message is sent to the listed email address, requesting confirmation to complete the verification process.

CollapseWorkaround

Create a BlackBerry email address and change the Reply To address to reflect the affected Yahoo! or Gmail address. This allows BlackBerry smartphone users to send new email messages from the BlackBerry smartphone that appear to have originated from their Yahoo! or Gmail accounts.

To create a BlackBerry email address, complete the following steps:

  1. Log in to the BlackBerry Internet Service account on the wireless service provider's web site.
  2. Click Create Address under the section labeled Create an address for your BlackBerry smartphone.
  3. Specify a name for the hosted address, and click Next.
  4. If this address has not been taken by another subscriber, a message displays stating that the address creation was successful. If an error states that the address is already in use, choose another address.

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