Technology Development

Cause

The Desktop (CMIME) or Web Client (CMIME) service book is either missing from the handheld, has become corrupted, or is out-of-date.

Resolution Summary - Perform the following procedures until the problem is resolved:


Resolution 1

If you are using BlackBerry Desktop Redirector or BlackBerry Enterprise Server to redirect messages, delete the Desktop CMIME service book (if present) and re-generate the encryption key manually.

1. From the Home screen on the handheld, click the Options icon.
2. Click Service Book.
3. In the Service Book screen, click the Desktop (CMIME) service book, then click Delete.
4. In the confirmation window, click Delete.
5. Click the trackwheel, then Close.
6. Generate a new encryption key.

Resolution 2

If you are using the BlackBerry Internet Service for mail redirection, delete the Web Client CMIME service book (if present) and request a new service book.

1. From the Home screen on the handheld, click the Options icon.
2. Click Service Book.
3. In the Service Book screen, click the Web Client (CMIME) service book (if present), then click Delete.
4. In the confirmation window, click Delete.
5. Click the trackwheel, then Close.
6. Log in to your BlackBerry Internet Service account.
7. Click Profile on the toolbar, then click Send Service Book.A new Web Client (CMIME) service book is sent to your handheld. Ensure that the handheld is connected to the wireless network.
Resolution 3

Clear the Service Book database on the handheld.

1. Connect the handheld to your personal computer using a USB cable or COM port.
2. Open Desktop Manager and double-click the Backup and Restore icon.
3. Click Advanced. You may be prompted for your handheld password. Enter it in the Password field. The Backup and Restore window appears.
4. In the Handheld Databases list, select Service Book.
5. Click Clear.
6. In the Warning window, click OK. The Service Book database on the handheld is cleared.
7. Click Close ) Close to return to the main Desktop Manager window
8. Generate a new encryption key.

Resolution 4

If you are using BlackBerry Enterprise Server™ 4.0 with BlackBerry Handheld Software 4.0, you can delete the service book on the handheld and re-generate the encryption key wirelessly.

1. From the Home screen on the handheld, click the Options icon.
2. Click Service Book.
3. In the Service Book screen, click the Desktop (CMIME) service book, then click Delete.
4. In the confirmation window, click Delete.
5. Click the escape button to go back to Options. Select Security.
6. Scroll down to the Services section and click the trackwheel. Select Regenerate Encryption Key.
7. Connect your handheld to your personal computer. Open Desktop Manager and double-click Redirector Settings.
8. Select the Security tab. Select the Generate keys manually option, and click Generate. Follow the on-screen instructions to generate a new encryption key.
9. Once the Status field says Up to date, you should be able to compose messages and select addresses on your handheld.