KB10018: “Recipient <recipientID> uses a device and locale that is not supported by this service.” error message appears during MicroStrategy Narrowcast Server service execution

SYMPTOM:
The following errors appear in the DELogs and in the View System Messages when a service is executed in Strategy Narrowcast Server:

• Publication <publicationID> and device <deviceID> are used together by recipient <recipientID> but have conflicting documents supported. This recipient will not receive a broadcast.
  
• Recipient <recipientID> uses a device and locale that is not supported by this service.
  

 
CAUSE:
This issue may result from either of the following scenarios:

• Cause 1: The subscriber uses a device that is not supported by the publication. For example:
  
• A service contains a publication that supports the device "Generic e-mail client" but does not support the device "Netscape Communicator 4.76":
  

• A subscriber to this service uses the device "Netscape Communicator 4.76":
  

• Cause 2: The subscriber uses a Locale that is not supported by the publication. For example:
  
• The publication is configured for Locale = English (US):
  

• The subscriber uses a locale other than English (US):
  

• In this example, neither User1 nor User2 use a combination of device + locale supported by the publication. As a result neither subscriber receives the publication and the error message appears in the View System Message and DeLog:
  

ACTION:
Perform one or both of the following actions based on the causes listed above:

• Cause 1: Ensure that the publication supports the devices used by the subscribers.
• Cause 2: Ensure that the service contains one publication for each locale used by the subscribers. Alternatively, set the publication Locale to System, as shown below:
  

To access the Device and Locale Support window, perform these steps:

1. Edit the service using the Service Wizard.
2. Go to Message contents
3. Click on Specify Devices and Locale icon