Unable to receive email messages from the BlackBerry Enterprise Server to the BlackBerry smartphone

Article ID: KB11172

Type: Support Content

Last Modified: 11-22-2012

 

Product(s) Affected:

  • BlackBerry 7 OS and earlier
  • BlackBerry Enterprise Server for Microsoft Exchange
  • BlackBerry Enterprise Server for IBM Domino
  • BlackBerry Enterprise Server for Novell GroupWise
CollapseEnvironment
  • BlackBerry smartphones
  • BlackBerry Enterprise Server 4.0 to 5.0
  • BlackBerry Device Software 4.0 to 7.1
CollapseOverview

The BlackBerry smartphone user is unable to receive email messages from the BlackBerry Enterprise Server, but is able to send email messages from the BlackBerry smartphone. Personal identification number (PIN) messaging works correctly and the handheld is provisioned for Enterprise data, but the pending messages count on the BlackBerry Enterprise Server is not increased.

CollapseCause

Cause 1

The firewall of the BlackBerry smartphone is blocking corporate email

Cause 2

The Send Email To Handheld setting is disabled

Cause 3 

Folder redirection is disabled

Cause 4 

Email messages are being caught by filter

Cause 5 

The encryption key on the BlackBerry smartphone is invalid

Cause 6 

The Desktop [CMIME] service book is incorrect

Cause 7

If Novell Groupwise is used, the current year setting is incorrect

Cause 8 

If Novell Groupwise is used, Message subscription to folders is not set

CollapseResolution

 Cause 1

The firewall of the BlackBerry smartphone is blocking corporate email

Resolution 1

Verify the firewall of the BlackBerry smartphone is not blocking corporate email

For BlackBerry smartphones BlackBerry Device Software 4.5 to 5.0:

  • From the Home Screen click Options.
  • Click Security/Security Options.
  • Click Firewall.
  • If the box for Enterprise Email is checked, uncheck it.
  • Click the Menu key and select Save.


Cause 2

The Send Email To Handheld setting is disabled

Resolution 2

Verify the Send email to handheld setting

For BlackBerry smartphones running BlackBerry Device Software 4.0 to 5.0:

  • Click Messages on the Home screen of the BlackBerry smartphone.
  • Press the Menu key and click Options > Email Settings.
  • Highlight Send Email To Handheld and change the setting from No to Yes
  • Press the Menu key and click Save.

For BlackBerry smartphones running BlackBerry Device Software 6.0 to 7.1: 

  • Click Messages on the Home screen of the BlackBerry smartphone.
  • Press the Menu key and click Options > Email Preferences.
  • Highlight Send Email To Handheld and change the setting from No to Yes.
  • Press the Menu key and click Save.


Cause 3

Folder redirection is disabled

Resolution 3

Verify folder redirection is enabled

For BlackBerry smartphones running BlackBerry Device Software 4.0 to 5.0: 

  • Click Messages on the Home screen of the BlackBerry smartphone.
  • Press the Menu key and click Options > Email Settings.
  • Make sure that Message Service is set to Desktop.
  • Press the Menu key and click Folder Redirection.
  • Expand Mailbox - <username>.
  • Verify that the Inbox option is selected or colored in.

For BlackBerry smartphones running BlackBerry Device Software 6.0 to 7.1:

  • Click Messages on the Home screen of the BlackBerry smartphone.
  • Press the Menu key and click Options > Email Preferences.
  • Make sure that Message Service is set to Desktop.
  • Press the Menu key and click Folder Redirection.
  • Expand Mailbox - <username>.
  • Verify that the Inbox option is selected or colored in.

For further information, see KB04297.


Cause 4

Email messages are being caught by filters

Resolution 4

Make sure that filters are configured correctly by reviewing the steps outlined in KB05095.

Note: Any changes to the filters will take up to 45 minutes to become effective.

If email messages are still not being received on the BlackBerry smartphone after 45 minutes, complete the following steps:

  • Delete all filters on the BlackBerry smartphone.
  • Change the default filter back to Yes by performing the following steps:
    • On the Home screen of the BlackBerry smartphone, click the Messages icon.
    • Open the menu and click Options > Email Filters.
  • Verify that the If no filters apply, send email to handheld option is set to Yes.
  • Wait 45 minutes for the changes to take effect.
  • Send a test email message to the BlackBerry smartphone to verify that email messages are being received.


Cause 5

The encryption key on the BlackBerry smartphone is invalid

Resolution 5

Confirm that the encryption key is valid on the BlackBerry smartphone

This can be confirmed by clicking Options > Security Options > Firewall on the BlackBerry smartphone; if the encryption key is at fault, it will state Incorrect Encryption Key.

Depending on the version of BlackBerry Device Software, perform the following steps on the BlackBerry smartphone:

To re-generate encryption keys for BlackBerry Device Software 4.1 to 4.7:

  • Click Options > Security Options > General Settings.
  • Scroll to the Services section.
  • Highlight the Desktop [SXXXXXXX] line.
  • Press the Menu key and click Regenerate Encryption Key.

To re-generate encryption keys for BlackBerry Device Software 5.0:

  • Click Options > Security Options > Information.
  • Scroll to the Services section.
  • Highlight the Desktop [SXXXXXXX] line.
  • Press the Menu key and click Regenerate Encryption Key.

To re-generate encryption keys for BlackBerry Device Software 6.0 to 7.1:

  • Click Options > Security > Security Status Information.
  • Scroll to the Services section.
  • Highlight the Desktop [SXXXXXXX] line.
  • Press the Menu key and click Regenerate Encryption Key.

Note: When the message The key for service <Server Name> has been updated appears, click OK.


Cause 6

The UID in the Desktop [CMIME] service book is set to something other than the correct SRP Identifier of the BlackBerry Enterprise Server.

Resolution 6

Verify the Desktop [CMIME] service book contains the correct SRP Identifier

  • Click Tools/Options > Device > Advanced System Settings > Service Book.
  • Locate and click on the Desktop [CMIME] service book.
  • Verify that correct SRP Identifier is displayed in the UID field.

Cause 7

If Novell GroupWise is used, the next interval for checking new email messages is not set to the current year

Resolution 7

In the Novell GroupWise Quick Messages log file, the log line would be similar to the following:

Check New: End (1/1), T=0, New=0, NewLM=31/10/2010 1:02:32 PM

Note: Contact BlackBerry Technical Support Services to acquire the GWItemInfo utility in order to complete this resolution.

  • Download the GWItemInfo utility.
  • Run the GWItemInfo utility from the BlackBerry Enterprise Server, typing an item date for one day in the future. This should pick up all items that are not from the present year in the BlackBerry smartphone user's mailbox.
  • Move the items to an offline folder or archive the messages to ensure that the BlackBerry Enterprise Server is not picking up these messages on the next scan.
  • End the GWCheckNew process to allow the BlackBerry Enterprise Server to log all of the BlackBerry smartphone users in again and start checking for new items.


Cause 8

If Novell Groupwise is used, message subscription to folders is not set

Resolution 8

Confirm message subscription to folders is correct

Look for a log line similar to the following in the Novell GroupWise Quick Messages log file:

[34057] (02/08 00:55:12):{0xF68} {39} {UserName} Subscribed Folders = 2: Mailbox, Sent Item

To subscribe to these folders on the BlackBerry smartphone, perform the following:

  • On the Home screen of the BlackBerry smartphone, click the Messages icon.
  • Press the Menu key and click Options > Email Settings.
  • Click Folder Redirection.
  • Make sure that the required folders are selected.

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