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Regular Contributor
Posts: 61
Registered: ‎05-28-2009
My Device: Curve 8330
My Carrier: Verizon
Accepted Solution

HH have stopped sending email; red x appears in HH

BPSServer: W2K3S, BPS

ExchangeServer: W2K3S, Exchg2003

HH: 8330


I have read many forums on this but cannot locate the issue. HH's can receive email, but cannot send. Verified the logon acct is not part of protected or security group. Have verified BIS communicates through 3101. Have restarted all Blackberry services. Have restarted server. Have power cycled HH's.


Where else to look?


Randall A Mitchell

Super Contributor
Posts: 366
Registered: ‎05-18-2009
My Device: 7230,7290,8100,8300,8700,9000

Re: HH have stopped sending email; red x appears in HH

Hi Randy,


What was the exact error message from the red cross?  Open that red cross message and scroll up to the top, the post the error.


Just a head up, if the error message was either "Unlisted message error" or "Desktop email program unable to submit message.", therefore the BESAdmin send as permission has been revoked due to an update of the store.exe.  Please refer to http://www.blackberry.com/btsc/search.do?cmd=displayKC&docType=kc&externalId=KB04707 for the fix.

If someone give you helpful hints, please click on Kudos.
If you issue is resolved, mark Accept Solution next to the resolution post.
Feel free to search www.blackberry.com/btsc to find your answers.
Regular Contributor
Posts: 61
Registered: ‎05-28-2009
My Device: Curve 8330
My Carrier: Verizon

Re: HH have stopped sending email; red x appears in HH

Heres the resolution. When the BPS was first installed, diligence was taken to ensure the "SendAs" permissions were configured properly. However during setup, the blackberry services account ("BESAdmin") was inadvertently not directly assigned to "SendAs" to the individual user accounts that it services.  I did the following:

1) Assigned the BESAdmin account to the individual AD Users, setting SendAs in Security

2) Modified the registry dropping the Exchange cache to 20 minutes instead of 2 hours

3) Individually restarted all Blackberry services

4) Turned OFF Blackberry router

5) Restarted MS Exchange Information Store

6) Restarted all Blackberry services except Router

7) Waited 60 minutes and restarted the Router service

8) Watched AppLog in Event Viewer to ensure no error being thrown.

The following were helpful: 

Blackberry KB04707 (Thanks Forza)

MS KB179065

MS KB817433

MS KB912918

MS Exchange Best Practices Analyzer report (EBPA)

Running MS "AddSendAs.vbs" script





Interestingly, when this was first set up, the pemissions conflictions dod not materalize until well after the installation. Since the BESAdmin SendAs permissions were natively in confliction upon install, sending email from the handhelds processed fine until the Exchanges permissions updated at which time the permission sets were found to be in confliciton. All in all, very intersting and for now, we are running.


Thanks Forza.


Randall A Mitchell

Guru III
Posts: 32,226
Registered: ‎06-25-2008
My Device:

I'm rockin the BlackBerry DTEK60, Passport, Z30, Z10, Q10, BlackBerry Mini Stereo Speaker, 64 gig PlayBook,BT Headset HS-700

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Re: HH have stopped sending email; red x appears in HH

You are getting everything thrown at you.


Did an exchange get updated recently? 


Glad to hear things are better.


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