Why do I get the error - Decryption Failure: Please connect the handheld to your PC.
Applies to: BlackBerry
Symptom: User may get a “Decryption failure: Please connect the handheld to your PC”.
Solution: Have the user generate a new encryption key from their BlackBerry Desktop Software:
• Connect the BlackBerry device to the cradle or the Universal Serial Bus (USB) cable.
• Go to BlackBerry Desktop Manager > Redirector Settings. The Redirector Settings window appears.
• Click the Security tab and select Generate keys manually.
• Click Generate and move the mouse around.
• Click Apply to change the Status from Pendingupdate to Up to date and then click OK.
Generate a new encryption key from the BES console.
• Have user connect BlackBerry device to the cradle or the Universal Serial Bus (USB) cable.
• Highlight user in BES and select properties.
• Click the Security tab and select Generate keys manually and click Generate.
• Click Apply
• User will be required to move the mouse around.
• Refresh Status change the Status from Pendingupdate to Up to date and then click OK.
Root Cause: The handheld does not have the updated encryption key.
BIS - Black Berry Internet Service = email service provided by the respective carrier; Air tel, Aircel, Verizon, Vodafone, etc, etc... BES - Black Berry Enterprise Server = email service provided by a server ran by a company. For example by your employer..
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