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The Dreaded Red 'X'

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Posted 06-30-2009 at 09:53 AM by Si

I was doing my usual scan of newly released BlackBerry KB articles over the weekend and one familiar article popped up, KB01608 - Transaction error - decryption error

This KB has been rolling around in one form or another for years, and yet again it seems to have received a minor update and been spat out once more.

I highlight this article not just because of my familiarity with it, but because it's one of the more common issues I've come across in recent years.

In its current incarnation, KB01608 lists ten potential culprits for the user that's called you and said "I can't send any email...it just comes up with a red 'X'!!!" Get the user to open the failed message, scroll up above the subject line to the 'Message Status' field and there you'll see 'Transaction error - decryption error' at which point, reach for that KB!!!

Here is RIM's top 10 on this issue:
  1. The encryption key on the BlackBerry smartphone has not been updated.
  2. BlackBerry® Desktop Redirector is running on more than one computer.
  3. A conflict exists because your BlackBerry smartphone was previously associated with another account.
  4. The encryption keys on the BlackBerry smartphone and the Microsoft Exchange Server are not identical.
  5. The BlackBerry smartphone information stored for your account is corrupt.
  6. A duplicate of your BlackBerry smartphone personal identification number (PIN) is registered on the BlackBerry Enterprise Server.
  7. The Messaging Application Programming Interface (MAPI) profile is corrupt.
  8. The current encryption key is corrupt either on the BlackBerry smartphone or in the Microsoft® Outlook® mailbox.
  9. The encryption key has not been correctly transferred to the BlackBerry smartphone.
  10. Cached Exchange Mode is turned on in Microsoft Outlook 2003 and it has caused the encryption key to be saved in the wrong location.
In the majority of cases where I've come across this issue, it tends to be cause 4 and (more often than not) cause 7.

Have you had this problem? Let us know how you fixed it in the blog or in the BES Admin Bar & Grill
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