A useful tip for diagnosing sending issues is to determine what error the users see when they attempt to send. If they get a red 'X' on the sent item, open that message and scroll up. You will see a message status field. Here are some typical errors:
"Desktop email program unable to submit message"
"Message included an invalid address"
"Unlisted message error"
Each of these will have different resolutions, so the first step would be to determine what the error is.
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The only stupid question is the one you don't ask before you reboot the BES.
