A Red X appears in the message list after attempting to send an email message from the BlackBerry smartphone with an error "Desktop email program was unable to submit message"

Article ID: KB04422

Type: Support Content

Last Modified: 07-14-2014

 

Product(s) Affected:

  • BlackBerry Enterprise Server for Microsoft Exchange
CollapseEnvironment
  • BlackBerry smartphones
  • BlackBerry Enterprise Server 4.0 to 5.0 SP3 for Microsoft Exchange
  • Microsoft Active Directory
CollapseOverview

After attempting to send an email message from the BlackBerry smartphone, a red X appears beside it in the message list and the following error appears in the Message Status field:

Desktop email program was unable to submit message

Note: The Message Status field appears above the To field within the email message.

The following log lines may show in the MAGT log:

[20265] (09/08 10:09:54.784):{0x1378} user@domain.com MAPIMailbox::Send(ppMAPIMessage) - SubmitMessage (0x80004005) failed
[20472] (09/08 10:09:54.830):{0x1378}
user@domain.com Send() failed: ERR_SUBMIT_MAIL, RefId=1053279042, Tag=2133553
[40277] (09/08 10:09:54.830):{0x1378}
user@domain.com Sending message error to device for message 1053279042

or

[25117] (03/02 23:55:13.597):{0x1444} LDAP: ldap_connect error = 0x00000051
[35035] (03/02 23:55:13.597):{0x1444} LDAP: Delete 0x00370a3c
[20000] (03/02 23:55:13.597):{0x1444} RIM_HrResolveProxysFromDN - ResolveProxyAddressesLDAP failed from -2146762751
[30000] (03/02 23:55:13.597):{0x1444} SCS::PreResolveAddresses Failed with the error 0x800b0001
[30041] (03/02 23:55:13.597):{0x1444} Starting handheld for USER
[40704] (03/02 23:55:13.598):{0x1444} MAPIMailbox::MAPIMailbox ServerDN=/o=GOAUS/ou=Exchange Administrative Group (FYDIBOHF23SPDLT)/cn=Configuration/cn=Servers/cn=SERVER01/cn=Microsoft Private MDB, MailboxDN=/o=ORGANIZATION01/ou=first administrative group/cn=Recipients/cn=USER
[40739] (03/02 23:55:13.606):{0x1444} MAPIMailbox::MAPIMailbox - ResolveName[1] success for DisplayName='/o=ORGANIZATION01/ou=first administrative group/cn=Recipients/cn=USER'
[25117] (03/02 23:55:13.610):{0x1444} LDAP: ldap_connect error = 0x00000051
[35035] (03/02 23:55:13.610):{0x1444} LDAP: Delete 0x00370a3c
[40472] (03/02 23:55:13.610):{0x1444} LDAP: Unable to resolve the address for user /o=ORGANIZATION01/ou=first administrative group/cn=Recipients/cn=USER using LDAP

CollapseCause

Cause 1

The BlackBerry Router service on the BlackBerry Enterprise Server has stopped responding.

Cause 2

The Microsoft Exchange mailbox for the BlackBerry smartphone user is full.

Cause 3

The Send As permission was revoked from the BlackBerry smartphone user's Microsoft Active Directory account.

Cause 4

The Send As permission has not been applied to the BlackBerry smartphone user's Microsoft Active Directory account.

Cause 5

The Microsoft Exchange 2010 Service Pack 1 client throttling settings for CPAMaxConcurrency, CPAPercentTimeInCAS, and CPAPercentTimeInMailboxRPC are not set to null.

Cause 6

If the issue only occurs when sending messages to an external domain, the Global Catalog Server may be exceeding the NSPI Bind Limit.

Cause 7

Lightweight Directory Access Protocol (LDAP) address lookups are failing to resolve.

CollapseResolution

Complete the appropriate resolution for the cause.


Cause 1

The BlackBerry Router Service on the BlackBerry Enterprise Server has stopped responding.

Restart the BlackBerry Router Service by completing the following steps:

Important: Restarting certain BlackBerry Enterprise Server services delays email message delivery to BlackBerry smartphones. See article KB04789 for more information.

  1. On the computer running the BlackBerry Enterprise Server software, open the Control Panel.
  2. Go to Administrative Tools > Services.
  3. Double-click BlackBerry Router and then click Start.
  4. Close the Services window and then close the Control Panel.


Cause 2

The Microsoft Exchange mailbox for the BlackBerry smartphone user is full.

Resolution 2

Make sure that the user's Microsoft Exchange mailbox has not reached or exceeded its limit.


Cause 3

The Send As permission was revoked from the BlackBerry smartphone user's Microsoft Active Directory account.

Resolution 3

Complete the steps in KB04707 to resolve the Send As permissions issue.

For additional information on this issue, visit www.blackberry.com/sendas.


Cause 4

The Send As permission has not been applied to the BlackBerry smartphone user's Microsoft Active Directory account.

Resolution 4

Apply the Send As permission directly to the user object if it is not configured to inherit it from the domain level. Resolution 1 in KB04707 details the steps required to add the Send As permission to user accounts.

Note: In some environments, users will apply the Send As permission directly to the user account, and not have it inherited from the domain level. Make sure that the Send As permission has been applied to the user account if it is not inherited from the domain level.


Cause 5

The Microsoft Exchange 2010 Service Pack 1 client throttling settings for CPAMaxConcurrency, CPAPercentTimeInCAS, and CPAPercentTimeInMailboxRPC are not set to null.

Resolution 5

Apply the following Microsoft Exchange 2010 Service Pack 1 setting to the BESPolicy client throttling policy.

  1. In the Microsoft Exchange Management Shell, type the following command:
     
    Set-ThrottlingPolicy BESPolicy -CPAMaxConcurrency $NULL -CPAPercentTimeInCAS $NULL -CPAPercentTimeInMailboxRPC $NULL
     
  2. Stop/start the BlackBerry Controller service

Important: Restarting the BlackBerry Enterprise Server or its services may delay message delivery to BlackBerry smartphones.

Note: For more information, please see KB20608.


Cause 6

If the issue only occurs when sending messages to an external domain, the Global Catalog Server may be Exceeding the NSPI Bind Limit.

Resolution 6

Consult KB17325 for more information on NSPI Bind Limit.

CollapseWorkaround

Cause 7

Lightweight Directory Access Protocol (LDAP) address lookups are failing to resolve.

Workaround 7

  1. Verify that the LDAP settings are properly configured for the BlackBerry Enterprise Server. For more information on configuring LDAP, see KB15951.
  2. Disable LDAP search on the BlackBerry Enterprise Server by changing the LDAPSearch registry value from 1 to 0. Refer to KB15951 for additional information.
CollapseAdditional Information

See KB02276 for more information on assigning permissions for the BlackBerry Enterprise Server service account.

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