Transaction error - failure at service is displayed

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Transaction error - failure at service is displayed on the BlackBerry device after sending a message


Doc ID : KB01655
Last Modified : 2007-04-17
Document Type : Support

Environment

• BlackBerry® Enterprise Server
• BlackBerry Desktop Software
• BlackBerry device

Problem

After sending a message, the BlackBerry device displays the following error message in the Message Status field:

Transaction error - failure at service

An X appears in the message list signifying the message was not sent.

Cause

Summary of Causes

1. A temporary network issue is delaying message delivery.
2. The BlackBerry Enterprise Server does not have Manager access to the BlackBerry device user's IBM® Lotus Notes® mail file.
3. The service books on the BlackBerry device are corrupt or out of date.
4. There is a new or modified IT policy.
5. There are insufficient permissions on the Microsoft® Exchange Server.
6. Multiple Desktop[CMIME] service books exist on the BlackBerry device.
7. There may be multiple instances.

Resolution

Cause 1

A temporary network issue (for example, heavy traffic) is delaying message delivery.

Resolution

Resend the messages after the network issue is resolved.

Cause 2

The BlackBerry Enterprise Server does not have Manager access to the BlackBerry device user's IBM Lotus Notes mail file.

Resolution

Complete the following steps:

1. In Lotus Notes, open your mail file.
2. In the File menu, click Database > Access Control. The Access Control List window appears.
3. Click Add. The Add User window appears.
4. Select the Domino Directory, then select the BlackBerry Enterprise Server for IBM Lotus® Domino®.
5. Click Add, then click OK.
6. Click OK again.
7. From the User type drop-down list, select Server.
8. From the Access drop-down list, select Manager and verify that the Delete documents option is selected.
9. Click OK.

Cause 3

The service books on the BlackBerry device are corrupt or out of date.

Resolution

Send new service books to the BlackBerry device by completing the appropriate steps for the specific environment.

Microsoft® Outlook® or IBM Lotus Notes

1. On the BlackBerry device Home screen, click Options < Service Book.
2. Highlight the Desktop [CMIME] service book, click the trackwheel and then click Delete.
3. Connect the BlackBerry device to the computer.
4. In BlackBerry Desktop Manager, double-click Redirector Settings, then click Security.
5. Select Generate keys manually, then click Generate.
6. Move the mouse to create a new encryption key.
7. Click Apply < OK to save the settings.

Novell® GroupWise®

Complete one of the following procedures:

1. On the BlackBerry device Home screen, click Options < Service Book.
2. Highlight the Desktop [CMIME] Service Book, click the trackwheel, and click Delete.
3. Press the Escape key once, then wait 30 seconds.
4. Click Service Book < Undelete.
5. Press the Escape key until you reach the Home screen.
6. Wait for all activity to cease on the BlackBerry device.

OR

1. On the Home screen, click Options < Security.
2. Scroll down and select the entry listed below Services.
3. Click the trackwheel, then click Regenerate Encryption Key.

BlackBerry Internet Service

1. On the BlackBerry device Home screen, click Options < Service Book.
2. Highlight the Desktop [CMIME] service book, click the trackwheel, then click Delete.
3. Log in to your BlackBerry Internet Service account.
4. Click Profile.
5. On the Profile page, click Send Service Book. You are notified on the BlackBerry device after the service book has been sent.
6. On the BlackBerry device Home screen, click Options < Service Book to accept the new service book.

Internet Service Provider Email Account

If you have an integrated Internet service provider (ISP) email account, contact your service provider for further assistance.

Cause 4

The IT policy applied to the BlackBerry device has the AllowOtherEmailServices option set to False, and a Server Routing Protocol (SRP) change on the BlackBerry Enterprise Server has occurred. If your account was moved to another BlackBerry Enterprise Server instance, the updated Desktop [CMIME] service book may not be applied to the BlackBerry device.

Resolution

Re-install the BlackBerry device applications by backing up the BlackBerry device data and running BlackBerry Application Loader.

1. In BlackBerry Desktop Manager, back up the BlackBerry device applications using Backup and Restore.
2. Run BlackBerry Application Loader and verify that the Erase all application data and Erase all currently installed applications options are selected.
3. On the BlackBerry Enterprise Server, apply a new policy.bin file with the AllowOtherEmailServices parameter set to True.
4. Clear the service books from the BlackBerry device and generate a new encryption key. For instructions, see the resolution for Cause 3 in this document.
5. On the BlackBerry Enterprise Server, change the policy.bin file parameter back to AllowOtherEmailServices= False. Important: Do not restore the backup file data to the BlackBerry device until the BlackBerry device receives the new Desktop [CMIME] service book.

For more information on IT policies, see the BlackBerry Enterprise Server 2.1 for IBM Lotus Domino: IT Policy Getting Started Guide.

Cause 5

The BlackBerry Enterprise Server administration account has insufficient permissions on the Microsoft Exchange Server.

In a Microsoft Exchange 2000 or 2003 environment, the BlackBerry Enterprise Server administration account requires the View Only Administrator permission, as well as Send As, Receive As, and Administer Information Store permissions at the server level, mailbox store level, and public folder store level.

In a Microsoft Exchange 5.5 environment, the BlackBerry Enterprise Server administration account requires the Service Account Admin permission to the site container and configuration container.

Resolution

Follow the steps within the procedure that corresponds to one of the following environments:

• Microsoft Exchange 2000 and Exchange 2003
• Microsoft Exchange 5.5

Note: You must be logged in to the BlackBerry Enterprise Server with an account that can grant permissions to the BlackBerry Enterprise Server administration account.

Microsoft Exchange 2000 and 2003

Grant the BlackBerry Enterprise Server administration account the View Only Administrator permission. This enables read access to the Microsoft Active Directory®.

1. Open the Exchange System Manager.
2. Right-click an administrative group folder, then click Delegate Control in the menu. The Exchange Administration Delegation Wizard appears.
3. Click Next, then click Add. The Delegate Control screen appears.
4. Click Browse. The Select Users, Computers or Groups screen appears.
5. Select your BlackBerry Enterprise Server administration account from the list, then click OK.
6. On the Delegate Control screen, click Exchange View Only Administrator in the Role drop-down list, then click OK.
7. Click Next, then click Finish.

Grant Send As, Receive As, and Administer Information Store permissions at the server level.

1. Open the Exchange System Manager.
2. Expand Administrative Groups.
3. Right-click the Microsoft Exchange Server that will host the BlackBerry users’ mailboxes, then click Properties.
4. On the Security tab, click Add. The Select Users, Computers, or Groups screen appears.
5. Select your BlackBerry Enterprise Server administration account, then click Add.
6. Click OK to return to the Properties screen.
7. In the Permissions section of the Properties screen, grant the Send As, Receive As, and Administer Information Store permissions to the BlackBerry Enterprise Server administration account.

Grant Send As, Receive As, and Administer Information Store permissions at the mailbox store level.

1. In Exchange System Manager, right-click the mailbox store for the Microsoft Exchange Server that will host BlackBerry users’ mailboxes, then click Properties.
2. On the Security tab, select the Allow inheritable permissions from parent to propagate to the object option.
3. Click Add. The Select Users, Computers, or Groups window appears.
4. In the Permissions section of the Properties screen, grant the Send As, Receive As, and Administer Information Store permissions to the BlackBerry Enterprise Server administration account.

Grant Send As, Receive As, and Administer Information Store permissions at the public folder store level.

1. In Exchange System Manager, right-click on the public folder store that will host the BlackBerry users’ folders and click Properties in the menu.
2. On the Security tab, click Add. The Select Users, Computers, or Groups window appears.
3. Select the BlackBerry Enterprise Server administration account, then click Add.
4. Click OK to return to the Properties screen.
5. In the Permissions section of the Properties screen, grant the Send As, Receive As, and Administer Information store permissions to the BlackBerry Enterprise Server administration account.

Microsoft Exchange 5.5 Environment
Grant the Service Account Admin permission to the site.

1. Open Exchange Administrator.
2. Right-click Site, then click Properties.
3. On the Permissions tab, grant the Service Account Admin permission to the BlackBerry Enterprise Server administration account.

Grant the Service Account Admin permission to the configuration container.

1. Open Exchange Administrator.
2. Right-click Configuration, then click Properties.
3. On the Permissions tab, grant the Service Account Admin permission to the BlackBerry Enterprise Server administration account.

Cause 6

Multiple Desktop[CMIME] service books exist on the BlackBerry device.

Resolution

Delete the invalid Desktop[CMIME] service book.

1. Locate the SRP identifier of the BlackBerry Enterprise Server the BlackBerry device user is assigned to. The BlackBerry Enterprise Server administrator can find the SRP identifier by checking its properties in BlackBerry Manager.
2. From the Home screen of the BlackBerry device click the Options icon. Note: Depending on the theme being used, you may need to click Settings < Options.
3. If you are running BlackBerry Device Software 4.1, click Advanced Options < Service Book. If you are running BlackBerry Device Software 4.0 or earlier, click Service Book.
4. Highlight the first Desktop[CMIME] service book in the list, click the trackwheel, then click View.
5. The UID field should display the SRP identifier of the BlackBerry Enterprise Server the BlackBerry device user is assigned to. If the UID does not match the SRP identifier obtained from the administrator then click the Escape key to return to the service books list. Highlight the incorrect Desktop[CMIME] service book, click the trackwheel and then click Delete.
   If the UID does match SRP identifier obtained from the administrator then click the Escape key to return to the service books list. Highlight the other Desktop[CMIME] service book, click the trackwheel and then click Delete.

Cause 7

There may be multiple instances.

Resolution

Check BlackBerry Manager to ensure that there are not multiple instances. If the BlackBerry device users have completed an uninstall and reinstall and used incorrect Instance Names, they may have all the BlackBerry device users listed on an instance that actually has a SRP status of Unknown. The BlackBerry device users will have to clean uninstall and reinstall with the proper instance name.