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KB11217 - More Request Cannot Be Completed Service Book Information Is Not Available
 
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Old 09-15-2009, 08:08 PM
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Default KB11217 - More Request Cannot Be Completed Service Book Information Is Not Available

KB11217 - More Request Cannot Be Completed Service Book Information Is Not Available


Environment

  • BlackBerry® Enterprise Server
  • BlackBerry® Internet Service



Overview

When the BlackBerry smartphone user attempts to view a large email message, the following error message appears:
More Request Cannot Be Completed, Service Book Information Is Not Available



Cause

Summary of Causes
The problem may be caused by any of the following:
  1. Corrupt or missing service books
  2. Incorrect integration type (BlackBerry Internet Service users only)



Resolution

Complete the appropriate resolution for your cause.

Cause 1
The BlackBerry smartphone has corrupt or missing service books.
Resolution
For BlackBerry Internet Service integrated accounts, complete the following:
  1. Delete the service books. For instructions, see KB05000.
  2. Log into the BlackBerry Internet Service web site and send new service books to the BlackBerry smartphone. For instructions, see KB02830.
For BlackBerry Enterprise Server accounts, complete the following:
  1. On the Home screen of the BlackBerry smartphone, click Options. Note: Depending on the theme on the BlackBerry smartphone, you may need to click Settings, then Options.
  2. If the BlackBerry smartphone is running BlackBerry® Device Software 4.1 or later, click Advanced Options, then Service Book. If running BlackBerry Device Software 4.0 or earlier, click Service Book.
  3. Click Desktop [CMIME] and select Delete.
  4. When prompted to confirm, click Delete.
  5. Send new service books. For instructions, see KB04310.

Cause 2
The incorrect integration type has been selected during BlackBerry Internet Service account setup.
Resolution
  1. Verify the integration type (e.g. POP and not IMAP) is correct. An incorrect integration may result in the BlackBerry Internet Service being able to read only the header information of the email message and unable to deliver the entire message.
  2. If the BlackBerry smartphone user has BlackBerry® Desktop Manager installed on their computer, clear the Service Book database. For instructions, see Task 2 in KB05010.



Additional Information

After completing the appropriate resolution, test to see if the problem has been resolved by sending an attachment or large email message to the BlackBerry smartphone.
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