"Address updated externally. Changes will be lost and the viewer closed" error message received when attempting to update a contact on the BlackBerry smartphone

When attempting to update contact entries in the Address Book, the following error message appears:

Address updated externally. Changes will be lost and the viewer closed.

Refer to the appropriate resolution for your cause.

Content Protection on the BlackBerry smartphone is turned on.

Upgrade to BlackBerry Device Software version 4.0 or later. For instructions, see KB03901.

The Address Book database on the BlackBerry smartphone is corrupted.

If wireless synchronization is turned on, disable it by completing the following steps: On the BlackBerry smartphone, open the Address Book. Press the Menu key, and click Options. Click Wireless Synchronization, and click Change Option. Click No. Save the changes. Clear the Address Book database. For instructions, refer to the following knowledge base articles: Synchronize the Address Book data. For instructions, see KB17022. Note: To turn on wireless synchronization, follow the instructions for disabling wireless synchronization and select Yes in step 4.

Multiple databases on the BlackBerry smartphone are corrupted.

Back up all of the data on the BlackBerry smartphone. For instructions, see KB12487. Delete all of the data on the BlackBerry smartphone. For instructions, see KB02318. Perform one of the following steps: If the BlackBerry smartphone is not associated with a BlackBerry Enterprise Server, synchronize the BlackBerry smartphone with the computer. If the BlackBerry smartphone is associated with a BlackBerry Enterprise Server, activate the BlackBerry smartphone. For information on performing the enterprise activation process, see the specific BlackBerry smartphone User Guide located in Product Documentation.

Forwarding an email that has an embedded message from the BlackBerry smartphone is delivered to the recipient without the attachment

By downloading, accessing or otherwise using the Knowledge Base documents you agree:

   (a) that the terms of use for the documents found at www.blackberry.com/legal/knowledgebase apply to your use or reference to these documents; and

   (b) not to copy, distribute, disclose or reproduce, in full or in part any of the documents without the express written consent of RIM.

Visit the BlackBerry Technical Solution Center at www.blackberry.com/btsc.

Email message text appears garbled when sent from the BlackBerry smartphone

Changing the input language mode of an email message, using the Alt+Enter key combination before the email message is sent, causes the outgoing message encoding to be set incorrectly. This may result in garbled text when the recipient opens the email message.

This behavior is by design.

When the input language mode is changed to English (for example), previous language encoding queues for the Japanese language may have been specified in the email message as it was composed by the BlackBerry® smartphone user. Replies and forwarded email messages do not inherit their encoding queues from the original email message.

To work around this issue, consider the following options:

For emails sent from the BlackBerry smartphone using the BlackBerry Internet Service:

From the Home screen of the BlackBerry smartphone, navigate to Options > Language > Input Language. Change the Input Language to the preferred language to be used in the email message body.

For emails sent from the BlackBerry smartphone using BlackBerry Enterprise Server 4.1 SP6 MR2 and later, configure the BlackBerry Enterprise Server to force the use of UTF-8 encoding for all outgoing emails:

Stop the BlackBerry Controller service, followed by the BlackBerry Dispatcher service. Navigate to the following registry entry on the BlackBerry Enterprise Server: For Windows Server 2003 and Windows Server 2008 32bit Servers: HKLM\Software\Research In Motion\BlackBerry Enterprise Server\Agents For Windows Server 2003 and Windows Server 2008 64bit Servers: HKLM\Software\Wow6432Node\Research In Motion\BlackBerry Enterprise Server\Agents Create a DWORD value named AutoSelectOutgoingEncoding and set the value to 0 (Decimal Value) Create a DWORD value named MapiEncoding and set the value to 0 (Decimal Value) Start the BlackBerry Dispatcher service followed by the BlackBerry Controller service.

Important: Restarting the BlackBerry Enterprise Server will delay email message delivery to BlackBerry smartphones. For more information, see KB04789.

The purpose of the shortcut Alt+Enter key combination is to allow the BlackBerry smartphone user to add a specific word or words of a different language on the fly while composing an email message. For example, if the input language is set to Japanese, and the BlackBerry smartphone user wants to compose a Japanese message, but wants to add some Simplified Chinese words to it, the key combination shortcut can be used to switch the input method.

Creating and setting DWORD values AutoSelectEncoding and MAPIEncoding to 0 helps to force all messages sent from BlackBerry smartphone on BlackBerry Enterprise Server to be sent in UTF-8 encoding.

Please refer to BlackBerry Enterprise Server for Microsoft Exchange Installation and Configuration Guide for information on how to change the character encoding that the BlackBerry Enterprise Server uses to send Unicode Messages.