Desktop Redirector - Verifying Forwarding Address

[BESadmin]

Q: When I open the BlackBerry Desktop Redirector, the following message is displayed in the Status field: Verifying Forwarding Address. What should I do?

A: Please see Support Knowledge Base Article below for more information.

Support - Verifying Forwarding Address

Last Updated: 11 July 2006

Article Number: KB-00011

Summary

This article applies to the following:

• BlackBerry Desktop Software
• BlackBerry Enterprise Server
• BlackBerry device
• Microsoft Exchange
• Microsoft Outlook

Problem

BlackBerry Desktop Redirector displays the following error in the Status field:
Verifying Forwarding Address

To display BlackBerry Desktop Redirector, click Start > Programs > BlackBerry > BlackBerry Desktop Redirector.

Summary of Causes

This problem may be caused by one or more of the following:

1. The BlackBerry Desktop Redirector is configured to use your internal email address.
2. The Microsoft Outlook mailbox is configured for POP3.
3. The Microsoft Exchange Server is unavailable.
4. The personal folder (PST) or offline folder (OST) is corrupt.
5. The user account has not been added to the BlackBerry Enterprise Server.
6. Messages are being flagged as potential viruses.
7. [Scanned] is being added to the subject line of messages.
8. A rule is moving messages from network@flycatcher.blackberry.net.
9. A Messaging Application Programming Interface (MAPI) profile is missing or corrupt.
10. New messages is forwarded to a PST file.
11. The firewall does not allow Simple Mail Transfer Protocol (SMTP) connections.
12. The user account is on a front-end Exchange Server.
13. The Exchange Server is not sending network@etpxx.dat messages as Content-type Multipart/mixed.
14. Messages in the Microsoft Exchange Outbound queue with the network@etpXXXX.etp.XX.blackberry.net address contain errors.

Cause 1

The BlackBerry Desktop Redirector is configured to use an internal email address. Some companies provide their employees with an internal and an external email address. The internal address allows employees to communicate within the company. The external address allows employees to communicate outside the company. The BlackBerry Desktop Redirector cannot process messages if it is configured to use an internal email address.

Resolution

To resolve this issue, complete the following steps:

1. Contact your email administrator to acquire your external email address.
2. In BlackBerry Desktop Manager, open Redirector Settings.
3. Click the Advanced tab.
4. If the Account field displays the correct email address, click OK.

If the Account field does not display your external email address, complete these steps:

1. Select the Override Address check box.
2. Type your external email address in the Account field.
3. Click OK.

Cause 2

The Microsoft Outlook mailbox is configured for POP3, which is not supported.

Resolution

Configure Outlook to use the Microsoft Exchange Server. See the Microsoft Outlook Help topic “Change your e-mail configuration”, or consult your system administrator.

Cause 3

The Microsoft Exchange Server is unavailable. The BlackBerry Desktop Redirector must be able to access your Exchange mailbox to complete the installation of the BlackBerry Desktop Software.

Resolution

Contact your system administrator to verify that the Microsoft Exchange Server is operating properly.

Cause 4

The personal folder (PST) or offline folder (OST) used by Microsoft Outlook is corrupt.

Resolution

To resolve this issue, complete the following steps:
Note: Verify that you have the Microsoft Outlook installation CD prior to proceeding, as it may be required for step 6.

1. Click Start > Find > Files or Folders and search for PST or OST files to repair.
2. Click Start > Programs > Accessories > System tools.
3. Run the Inbox Repair Tool. If the Inbox Repair Tool is not in this location, perform a search for the scanpst.exe file (executable file for the repair tool) and run this file.
4. Click Browse and locate the PST or OST files found in step 1.
5. Click Start.
6. Create a new MAPI profile without including personal or offline folders. For instructions, search for article 195718 in the Microsoft Support Knowledge Base.

Cause 5

The BlackBerry device user account has not been added to the BlackBerry Enterprise Server.

Resolution

Contact your BlackBerry Enterprise Server Administrator to verify your BlackBerry device user account has been added to the BlackBerry Enterprise Server. Verify your BlackBerry device user account has the correct BlackBerry device personal identification number (PIN).

[BESadmin]

Cause 6

Messages are being flagged as potential viruses. A GFI MailEssentials software, which scans incoming messages for viruses before they go to the Microsoft Exchange Server, has been enabled.
The following three properties of a message from network@blackberry.net cause the GFI MailEssentials software to flag the message as a potential virus:

• The message contains an attachment called ETP.DAT. This is an encrypted message sent between the BlackBerry device and the user’s messaging and collaboration server, which includes a unique Triple Data Encryption Standard (Triple DES) encryption key.
• The message contains the following warning: Please do not delete this message. This message is required for email redirection and should not be deleted.
• The message does not contain a subject or title.

Resolution

Contact your messaging server administrator to request that the above flags be disabled on the GFI MailEssentials software.

Cause 7

Incoming messages from BlackBerry devices are not being processed by BlackBerry Desktop Redirector because the anti-virus software installed on the Exchange Server is adding [Scanned] to the subject line of the message.

Resolution

Contact your messaging server administrator to request that the anti-virus program be modified so that [Scanned] is not added to the subject line of scanned messages.

Cause 8

The Rules Wizard in Outlook contains a rule or filter that moves messages received from network@etp<xxxx>.etp.<xx>.blackberry.net (for example, network@etp0006.na.blackberry.net) from your Inbox to a separate storage folder.
Note: The address of the message is denoted as follows:
network@etp[server number].etp.[continent].blackberry.net


Resolution

Delete the rule or filter from the Rules Wizard. See the Microsoft Outlook Help topic “Delete a Rule”, or consult your system administrator.

Cause 9

A MAPI profile needs to be created or recreated, and BlackBerry Desktop Manager must be configured to use the new profile.

Resolution

To create a new MAPI profile, search for article 195718 in the Microsoft Support Knowledge Base.
For instructions on updating BlackBerry Desktop Manager with a new MAPI profile, see KB-03650.

Cause 10

Outlook is configured to forward new messages to a personal folder (PST file).

Resolution

To resolve this issue, complete the following tasks:

1. In BlackBerry Desktop Manager, open Redirector Settings.
2. On the General tab, in the Redirection section, record the options that are selected and clear both check boxes.
3. Click Apply.
4. Click OK and ignore the warning messages.
5. Close and restart BlackBerry Desktop Manager.
6. On the General tab, reselect the options you cleared in step 2.
7. Close and restart BlackBerry Desktop Manager. Warning: Do not configure the Exchange Server to send messages in Rich Text Format (RTF). The BlackBerry device is unable to receive such messages, so BlackBerry Desktop Redirector will not function.

Cause 11

Your firewall does not allow Simple Mail Transfer Protocol (SMTP) connections.

Resolution

For more information, contact your system administrator or technical support representative.

Cause 12

The BlackBerry device user account is located on a front-end Exchange Server. Front-end Exchange Servers are designed to work like proxy servers, redirecting requests to the appropriate back-end Exchange Server. This feature is available on Exchange Server 2000 and Exchange Server 2003.

Resolution

Move the mailbox to a back-end Exchange Server.

Cause 13

The Exchange Server is sending Content-Type: application/octet-stream messages, instead of Content-Type: multipart/mixed messages. To verify this, first send a message from the affected mailbox, then open the message in the recipient mailbox. For more information, see the Additional Information section below.

Resolution

For information on how to verify that the Exchange Server is sending messages as Content-Type: multipart/mixed, search for article 323226 in the Microsoft Support Knowledge Base.

Cause 14

If all the BlackBerry Desktop Director users are experiencing this error in the Status field, and all users are on the same Microsoft Exchange Server, check the Exchange Outbound queue for any message in the queue with the network@etp<XXXX>.etp.<XX>.blackberry.net address (for example, network@etp0005.etp.na.blackberry.net).

Resolution

Look for any error messages that you see with these messages (for example, the remote server did not respond to a connection attempt). Search for resolutions to these errors in the Microsoft Support Knowledge Base.

Additional Information

In the affected message, click View > Options to view message headers that are located at the bottom of the screen, as follows:
Microsoft Mail Internet Headers Version 2.0
Received: from mail server ([IP]) by mail server with Microsoft SMTPSVC(5.0.2195.6713);
Date and time
Received: from mail server ([IP]) by mail server with Microsoft SMTPSVC(5.0.2195.6713);
Date and time
Subject: =?ISO-8859-1?B?TmV3IERlc2t0b3AvSGFuZGhlbGQgV29ya2Zsb3c=?=
To: recipient address
Reply-To: reply to address
From: sender address
MIME-Version: 1.0
Content-Type: multipart/mixed; boundary="----=_NextPart_000_0076_01BE01C0.0F969CF0"
Return-Path: reply to address
Message-ID: <messageid@mail server>
X-OriginalArrivalTime: date 12:22:01.0741 (UTC)FILETIME=[959B0BD0:01C5B2DD]
Date: date and time


Keywords

flycatcher, MAPI, OST, PST, POP3, verifying forwarding address