"Desktop email program unable to store message" appears when trying to send an email message

Article ID: KB00274

Type: Support Content

Last Modified: 04-05-2012

 

Product(s) Affected:

  • BlackBerry Enterprise Server for Microsoft Exchange
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  • BlackBerry® Enterprise Server for Microsoft® Exchange
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An X appears beside an email message sent from the BlackBerry smartphone. The following message status appears:

Desktop email program unable to store message.

If the above error is observed, please see the below checklist.

1) Confirm the BlackBerry smartphone user's mailbox has not been modified or moved. If so, confirm the BlackBerry Enterprise Server has received the updated information

Note: Every 15 minutes, the BlackBerry Enterprise Server runs an operation called Scan [PB1]GAL. It resolves each directory name with the Global Address List (GAL). If the mailbox is moved to a different server or site, and replication within the Microsoft Exchange Server has not occurred, the Scan GAL would not have the data to update the BlackBerry Enterprise Server.

Complete one of the following actions

  • Reload the BlackBerry smartphone user account from the BlackBerry Enterprise Server to update the location information for the BlackBerry smartphone user. If necessary, wait for the Microsoft Exchange replication cycle to complete or force a replication of Microsoft Exchange.
  • Place the BlackBerry smartphone user on a static agent. For additional information on placing a BlackBerry smartphone user on a static agent, see KB12766 . Once it is confirmed that the BlackBerry smartphone user is able to send email, remove the BlackBerry smartphone user from the static agent
  • For BlackBerry Enterprise Servers that are Pre 5.0, see KB00140 for directions on how to run the HandheldCleanup.exe tool and update the location information for the BlackBerry smartphone user's mailbox.

NOTE: If a mailbox was moved to a new storage group, and the same error appears when an attempt is made to send email messages from the BlackBerry smartphone, restart the BlackBerry Enterprise Server.

Important: Restarting the BlackBerry Enterprise Server delays email message delivery to BlackBerry smartphones. For more information, see KB04789 .

2) Check to see if the BlackBerry smartphone user's mailbox has reached its storage limit

The log line ERR_MAILBOX_FULL will appear in the Mail Agent (MAGT) log for the affected user. Increase the size limit of the mailbox or create more space by deleting, archiving, or saving email messages to a Personal Folder (.pst) or an Offline Folder (.ost).

3) If the BlackBerry Desktop Redirector is used, confirm the Simple Mail Transfer Protocol (SMTP) address is specified correctly in the BlackBerry Desktop Redirector settings

Note: The BlackBerry® Desktop Software selects the default SMTP address from the data store on the Microsoft Exchange Server.

Open BlackBerry® Desktop Manager and double-click Redirector Settings.

  1. Select the Advanced tab.
  2. If the SMTP address is incorrect, select the Override Address check box.
  3. Type the correct address.

Note: If the SMTP address reverts to the default, change the default address on the Microsoft Exchange Server.

4) Reinitialize the MAPI memory and refresh the MAPI sessions by restarting the BlackBerry Enterprise Server

Restart the BlackBerry Enterprise Server.

Important: Restarting the BlackBerry Enterprise Server delays email message delivery to BlackBerry smartphones. For more information, see KB04789 .

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