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New Contributor
Posts: 3
Registered: ‎03-10-2010
My Device: 9700
My Carrier: AT+T Mobility

sending email fails from outlook based account, others work fine

blackberry9700

Email worked fine until I had to reset my password for my work account, now I can receive email via the blackberry from this account but cannot send.  Send fails with "contains an invalid email address".  My service provider and RIM have not been able to figure this out so far.  Email account is not full, can access from a pc and send/receive.  so problem is specific to the bb system. 

I have read where others have had this issue, and that plain txt messages work (they do not for me) and also that you can delete the message body of the original in the reply and that works (kludgy at best) but I cant seem to delete the body of the message in the reply.  any help would be appreciated.  thanks

Hall of Famer III
Posts: 58,158
Registered: ‎11-28-2008
My Device: DTEK50 (AAH108), PRIV (AAH995), Z10/Z30/Q10 (10.3.2.2813), Playbook (2.1.0.1917)
My Carrier: TMobile USA

Re: sending email fails from outlook based account, others work fine

Hi and Welcome to the Forums!

 

You neglected to say what your work email account is..."Outlook-based" hints that it is Outlook Web Access (OWA), but could also mean that you use the desktop Outlook client to access some POP, IMAP, or other email service...and it's the email service that matters since that is what BIS communicates with. Consequently, it's difficult to point you to firm solutions. But, here is a KB that might be useful.

 

Plus, you can try this sequence:


1) Register HRT


  • Homescreen > Options > Advanced Options > Host Routing Table > blackberry_logo.jpg (it does not matter which line is current) > Register Now


2) Resend Service Books


  • KB02830 Send the service books for the BlackBerry Internet Service

3) Batt Pull Reboot


  • Anytime random strange behavior or sluggishness creeps in, the first thing to do is a battery pop reboot. With power ON, remove the back cover and pull out the battery. Wait about a minute then replace the battery and cover. Power up and wait patiently through the long reboot -- ~5 minutes. See if things have returned to good operation. Like all computing devices, BB's suffer from memory leaks and such...with a hard reboot being the best cure.

Hopefully that will get things going again for you! If not, then you should try deleting and re-adding your BIS conduits for the affected email accounts.

 

 

Good luck and let us know!


Occam's Razor nearly always applies when troubleshooting technology issues!

New to the Community? Click here and also here for helpful guidance. Also please click here for additional helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions. If anyone has been helpful to you, please show your appreciation by clicking the button. Need a reference to BB10 OS/SR versions? Click here. Need a specific BB10 AutoLoader? Send me a private message.

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New Contributor
Posts: 3
Registered: ‎03-10-2010
My Device: 9700
My Carrier: AT+T Mobility

Re: sending email fails from outlook based account, others work fine

sorry about that, yes you are right, it is OWA.  All of the things you have suggested have been tried by my service provider and even by RIM (the call was escalated to RIM by my provider).  The device will receive mail just fine so obviously it can log into the account.  In my old blackberry (curve) from which the settings were transferred, there was a screen where you could enter a different send address, and that screen doesn't seem to appear in the 9700.  could it be that this is the issue, obscure though that might be, if my particular work emails system needs that.  thanks again for any help.

Hall of Famer III
Posts: 58,158
Registered: ‎11-28-2008
My Device: DTEK50 (AAH108), PRIV (AAH995), Z10/Z30/Q10 (10.3.2.2813), Playbook (2.1.0.1917)
My Carrier: TMobile USA

Re: sending email fails from outlook based account, others work fine

Oh my...if you've already been escalated into RIM, then you've already reached the pinnacle of support! Well beyond what we can offer here. But, while it's not clear in your post, it sounds like the issue may not yet be resolved.

 

"Send Address"...hmmm...not sure exactly what that means, but if I understand correctly, you need to have a different server for sending than it is currently being used? Correct? If so, then if my understanding of BIS is correct, in BIS, the server you send via is actually the RIM SMTP servers...not technically your own providers SMTP server.

 

Or maybe you meant the "Send As" feature of Outlook? Again, I'm not sure exactly what you meant by "Send Address"...

 

But, again, if you've already been escalated into RIM, you've already surpassed what I think we can provide in these forums...

 

Good luck!


Occam's Razor nearly always applies when troubleshooting technology issues!

New to the Community? Click here and also here for helpful guidance. Also please click here for additional helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions. If anyone has been helpful to you, please show your appreciation by clicking the button. Need a reference to BB10 OS/SR versions? Click here. Need a specific BB10 AutoLoader? Send me a private message.

...................................................... ......................................................
New Contributor
Posts: 3
Registered: ‎03-10-2010
My Device: 9700
My Carrier: AT+T Mobility

Re: sending email fails from outlook based account, others work fine

It's very perplexing, on the old BB we had to put in a slightly different domain name (not server) for sending, but that screen was missing on the 9700.  Again it all worked fine (had the 9700 since december and this is not the first PW change, just that the send failures are concurrent with the PW change) All settings were transferred to the 9700 from the Curve in tact and it worked flawlessly up till this point.  the missing screen/setting is the only thing that I can figure might need to be reset.

 

Many thanks for your well wishes and attempts to figure this out.  If I get a resolution from RIM I'll be sure to post. Smiley Very Happy