A user is on Webclient BB - 7230 with software 3.8

He has changed no settings on the handheld nor desktop software since he purchased the device 9 months ago.

Suddenly, when he goes to back-up he gets the following error message:

"The current encryption key is out of date, a new encryption key will have to
be generated."

If he exits, everything works ok.

Can someone pls advise what this means and what needs to be done please?

Many thanks.

Well do what it says to make a new key.

The device gives no instructions as to how to generate a new key. It just states one needs to be generated.

The user is not on BES but webclient.

Any ideas please?

Was the device ever on a BES? It looks like encrypted data's going to the device.. Make sure the user has no Desktop/BES-type service book..

Tell the user to Cradle the device and Go to "Redirector Settings" to generate New Keys Manually.

No offense, but please ignore the previous posts. The user installed Desktop Manager incorrectly. If they DO generate these keys then they won't be able to send mail but they'll receive fine.

Have them:
1.) Uninstall Desktop Manager and reinstall it. When they reinstall have them select the "BlackBerry Internet Service" option. This will take away the "Redirector Settings" icon and resolve the "Generate Keys" issue.

2.) If you've already generated the keys then the user is likely having issues sending because the encryption key generated a Desktop [CMIME] service book and they are supposed to be using Web Client [CMIME] to send mail o...go into Options -> Service Book, select the Desktop [CMIME] and choose delete. Once this is done you should be aces.

By the way, the logic behind this...encryption keys only need to be generated by Desktop Manager if the user is on a BES or using Desktop Redirector.

Service Books for Web Client are sent wirelessly.