Support & Services
Local Navigation
If the following symptoms are both true within your environment, you may be affected by the Send As Issue:
- An Administrator has recently updated your Microsoft® Exchange® Server store.exe by applying a recent hotfix
- BlackBerry® users at your organization are seeing red X symbols (beside their sent messages) in their BlackBerry smartphone message list and are receiving one of the error messages listed below:
- "Unlisted message error"
- "Desktop email program unable to submit message"
In order to allow corporate users to send email from their BlackBerry smartphones, the BlackBerry Enterprise Server service accounts require the "Send As" permission to be granted. This permission has historically been set at the Exchange Server level and propagated to the individual user mailboxes.
Microsoft has released Exchange Server store.exe hot fixes (including 926666, "Update for daylight saving time changes in 2007 for Exchange 2003 Service Pack 2") that revoke the Send As permission for the BlackBerry Enterprise Server service account. To restore normal messaging operations, the Send As permission must again be granted to the BlackBerry Enterprise Server service account. If users are observing the error messages listed above and it can also be confirmed that the Microsoft Exchange store.exe has been updated on their Exchange Server, it is highly possible that these users are being affected by the Send As Issue.
Send As Decision Tree
The Send As decision tree will allow BlackBerry Enterprise Server administrators to both confirm that they are being affected by this issue and resolve the problem, through applying the troubleshooting methodology outlined below.
Download PDF version of Send As Decision Tree
Please note that if any BlackBerry users have been added to a Protected Group in Active Directory, additional steps may need to be performed to allow the Send As permission to be properly applied. Refer to KB12309 for more information.
Other Resources:
- Frequently Asked Questions
- KB04707: User cannot send messages because the Send As permission has been revoked
- KB12300: Using the SetSendAsPermission tool
- KB02960: Transaction error messages
- KB11183: The BlackBerry device user is unable to send or receive email messages
- KB12309: Administration accounts in protected Active Directory groups
- Educational online video on How to Verify the Microsoft Exchange 'Send As' permissions
Note: check back frequently as further helpful information and links are added to this page.