Recently, i had a few problems with a user who had a Blackberry setup and working fine but recently could not reply or even send a new email from his device. This recipe will give a few things to try to resolve this problem (without doing a hard reset of the device!).
Symptom: Blackberry device was setup and syncing fine w/BES but user notices that they cannot send or reply to any emails.
Resolution:
1. First thing to check is to see if the user has any service books listed on the device.
Go to Options > Advanced Settings > Service Book.
Hopefully you will see several items in here; if not we will need to resend the Service Books from the Blackberry Enterprise Server’s console. I would do this even if you do see service books, won’t hurt.
In the BES, highlight the user and then on the right side go to the IT Admin section and click on the Resend Service Books. It may take a few minutes for them to get to the device.
2. If resending the service books does not resolve this problem (which was the case w/my user), we will need to go back into the BES and resend the user’s IT Policy.
This is under the IT Admin section, click the Resend IT Policy. Again, this will take a few minutes to get to the user’s device (you can see the status by looking at the information for the user on the BES).
Hopefully this will resolve the Sending issue. If not, you may need to contact your carrier or RIM support.
