"Protocol layer was unable to send a message" when replying to an email on the BlackBerry 10 smartphone

Article ID: KB33736

Type: Support Content

Last Modified: 08-26-2013

 

Product(s) Affected:

  • BlackBerry 10 OS
CollapseEnvironment
  • BlackBerry 10 OS
  • DT 6852105
  • DT 6924265
CollapseOverview

When composing an email or replying to an email that is integrated on the BlackBerry 10 smartphone, the following error is displayed after sending the message:

Protocol layer was unable to send a message. Unable to access OUTBOX <domain name>

Note: Short email messages or replies composed from the BlackBerry 10 smartphone may not be affected.

CollapseCause
The BlackBerry 10 smartphone was sending out incorrectly formatted messages which specific SMTP servers would reject.
CollapseResolution
Upgrade to BlackBerry 10 OS version 10.1.0.1465 or higher. Contact the wireless provider to confirm availability.

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