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KB11304 - Unable to view or open attachments on the BlackBerry smartphone
 
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Old 09-14-2009, 09:31 PM
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Default KB11304 - Unable to view or open attachments on the BlackBerry smartphone

KB11304 - Unable to view or open attachments on the BlackBerry smartphone


Environment

  • BlackBerry® Enterprise Server software version 4.0 and 4.1
  • BlackBerry smartphones



Overview

BlackBerry smartphone users are unable to view specific types of attachments on the BlackBerry smartphone. When the administrator tests the BlackBerry Attachment Service in the BlackBerry Configuration Panel, the BlackBerry Attachment Service fails.
BlackBerry smartphone users may not have the option to open any type of attachment on the BlackBerry smartphone.



Cause

The Distiller Settings in the BlackBerry Attachment Service are turned off.



Resolution

To resolve this issue, register the Distiller Settings in the BlackBerry Attachment Service by completing the following steps:
  1. On the computer, navigate to Start > All Programs > BlackBerry Enterprise Server > BlackBerry Server Configuration.
  2. In the BlackBerry Server Panel, click the Attachment Server tab.
  3. From the Configuration Option drop-down list, click Attachment Server.
  4. Verify that the distillers in Distiller Settings are all selected by selecting each checkbox beneath the Enabled column.
  5. Register the distiller .dll files by completing the following steps:
    1. Stop the BlackBerry Attachment Service.
    2. Perform a search for the distiller files BBDM*.dll
    3. Click Run from the Start menu and launch a command prompt.
    4. Navigate to the location where the distiller files are located.
    5. Type regsvr32 .
    6. Start the BlackBerry Attachment Service.
  6. Open the BlackBerry Configuration Utility and click the Attachment Server tab to verify that the Distiller Settings are turned on.
Note: If registering the Distiller Settings in the BlackBerry Attachment Service does not resolve this issue, repair the BlackBerry Enterprise Server software. For instructions, see KB04515.



Additional Information

BlackBerry Enterprise Server software version 4.0 and 4.1 contains the following distiller files:
  • BBDM_Audio.dll
  • BBDM_Excel.dll
  • BBDM_Html.dll
  • BBDM_Image.dll
  • BBDM_Pdf.dll
  • BBDM_PowerPoint.dll
  • BBDM_Text.dll
  • BBDM_WMF.dll
  • BBDM_Word2000.dll
  • BBDM_WordPerfect.dll
  • BBDM_Zip.dll
BlackBerry Enterprise Server software version 4.1 contains the following distiller files:
  • BBDM_MP3.dll
  • BBDM_RTF.dll
BlackBerry Enterprise Server software version 4.1 Service Pack 4 (4.1.4) contains the following distiller files:
  • BBDM_Excel2007.dll
  • BBDM_PowerPoint2007.dll
  • BBDM_Word2007.dll
BlackBerry Enterprise Server software version 4.1 Service Pack 5 (4.1.5) contains the following distiller files:
  • BBDM_AMR.dll
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