Here are the most common things that cause this situation:

1.    If you are using an Internet Edition BlackBerry, you may be getting this message because you did not specify Internet Edition when you registered the applet. This can be done at the bottom of the registration screen by scrolling to “Server Type” at the bottom and selecting “Internet”. Then choose “Save”. Wait for several minutes for the registration to complete.

2.    The “registration complete” message has not been redirected to the handheld. This may be because the BlackBerry network is slow to redirect messages, or the message was opened at the desktop.

3.    There maybe a file attachment transparency issue between the itrezzo Registration system and your e-mail system. Even though you are using an Enterprise Edition BlackBerry, we recommend to try specifying Internet Edition and re-registering1 the itrezzoAgent applet.

4.    We have seen instances where there were filters set on the BlackBerry Desktop Redirector that prevented the applet registration message from being redirected. Look at the Redirector status before and after the message is received at your email client and insure that it is not being filtered.

5.  Make sure that your handheld SMTP address is not a wireless ISP address like joe_smith@imcingu1ar.com. If the message is being sent to the wireless ISP address, use the swiss army knife icon on your handheld, go to Message Services and change the default message service to “Desktop”. Then re-register the applet.

If you have just setup your itrezzoAgent server for the first time, we may need to add a domain lookup record for your domain that points to the SMTP address of your itrezzoAgent mailbox. Send a message to  with “Domain Lookup” in the subject and tell us the SMTP address of your itrezzoAgent mailbox.  If the SMTP domains of your users are different than the domain of the itrezzoAgent mailbox, please let us know all possible domains for your BlackBerry users.

If the domain lookup records are already added and you are still getting registered to look carefully at the TO field of the  “Registration Complete” message from itrezzo. Make sure that it is being sent to your enterprise SMTP address and not a wireless ISP address like joe_smith@imcingu1ar.com. If the message is being sent to the wireless ISP address, use the swiss army knife icon on your handheld, go to Message Services and change the default message service to “Desktop”. Then re-register the applet.

This can most frequently be resolved by rebuilding the Encryption key. You can do this from the BlackBerry Desktop Manager “Redirector Settings”. Select the “Security” tab, manually generate a new key, than hit the apply button and change the setting back to “Generate Keys Automatically”.  Next, remove the handheld from the cradle and re-register the itrezzoAgent applet.

If this still does not work, try to re-register on the BlackBerry network using the Options (Swiss Army knife), “Network Settings”, click the wheel and choose “Register Now”.

In more extreme situations, you may need to do a cold reset on the device using a paper clip in the reset hole on the back of the device and repeat the above procedure. (No data will be lost as a result of the cold reset.)

The itrezzoAgent depends upon proper file extensions to render documents.  If the attachment does not get to your BlackBerry mailbox intact, the itrezzoAgent can not convert the attachment.  The problem you are having is possibly due to a rule in your internet email client forwarding the message and manipulating the attachment. Contact your Internet Service Provider or your e-mail administrator and have them forward the email (at the server) to your BlackBerry mailbox. Then turn off the rule at your email client.

Internet Edition Users receiving this message have two options. Restore the service book from the backup that you did before you loaded the itrezzoAgent software. You may also be able to contact your BlackBerry Service Provider and ask them to resend your service book.

This message usually occurs if you are using an outdated version of the BlackBerry Desktop Manager. Upgrade to at least BlackBerry Desktop Software version 2.1 or higher. 

This message appears when your handheld has been loaded with more recent software on another computer. The message you are getting recommends you do nothing because in general, it is not a good idea to “downgrade” your software. We recommend that you update your BlackBerry Desktop software to the latest version before you do anything else. You can download the latest service pack usually for free at http://www.blackberry.net

Itrezzo has demonstrated support for the RIM 5810 BlackBerry phone at the RIM Symposium in Atlanta. We have written as much software as we can and we are anxiously awaiting for RIM to release a full set of API's (Application Programming Interfaces) that will allow us to ship an itrezzoAgent applet for the 5810 to customers.

Make sure that your handheld is able to send and receive messages. A good test is to send a message to yourself. You should immediately see the message you have sent in your SENT ITEMS. If you do not see the message in the sent items, try rebuilding your encryption key.

If you are using a BlackBerry that also has an IMCINGULAR.COM address, make sure that the default is to send messages from you corporate email address. The IMCINGULAR.COM service does not support forwarding of attachments.