01-20-2009, 10:18 AM
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Proprietor
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Join Date: Nov 2008
Posts: 2,238
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KB04279 - Open Attachment option is not available on the BlackBerry smartphone
KB04279 - Open Attachment option is not available on the BlackBerry smartphone
Environment
- BlackBerry® Desktop Manager
- BlackBerry® Device Software 4.0
- BlackBerry® Enterprise Server software versions 3.6 and 4.0 for Microsoft® Exchange
- BlackBerry® Enterprise Server software versions 3.6 and 4.0 for Novell® GroupWise®
- BlackBerry® Internet Service
- BlackBerry smartphone
Overview
You receive an email message with an attachment on the BlackBerry smartphone, but the Open Attachment option is not available.
Cause
This issue may be caused by one of the following:
- The BlackBerry Attachment Service is not installed on the BlackBerry smartphone.
- The wireless service provider has not enabled attachment viewing on the BlackBerry Internet Service account (in Novell® GroupWise®).
- The email message was forwarded to the BlackBerry Internet Service account from the email application (in Novell GroupWise).
- The BlackBerry Attachment Connector was not installed for all BlackBerry Enterprise Server instances (in Microsoft® Exchange).
- The BBAttachBESExtension.dll file has not loaded (in Microsoft Exchange).
- BlackBerry Desktop Manager is configured to use BlackBerry® Desktop Redirector.
Resolution
Complete the appropriate resolution for the cause.
Cause 1
The BlackBerry Attachment Service is not installed on the BlackBerry smartphone.
Troubleshooting
To verify that the BlackBerry Attachment Service is installed on the BlackBerry smartphone, perform the following steps:
- From the Home screen of the BlackBerry smartphone, click Options.
- Click Applications or Advanced Options, then Applications.
- If BlackBerry Attachment Service is not listed, it is not installed.
Resolution
To install the BlackBerry Attachment Service, perform the following steps:
- Connect the BlackBerry smartphone to the computer.
- In BlackBerry Desktop Manager, double-click Application Loader. The Application Loader Wizard is prompted.
- Click Next.
- If prompted for a password, type the password.
- On the Device Application Selection screen, select the BlackBerry Attachment Service option.
- Click Next.
- Click Finish.
Cause 2
The wireless service provider has not enabled attachment viewing on the BlackBerry Internet Service account.
Resolution
Contact the wireless service provider and request that attachment viewing be enabled on the account.
Cause 3
The Novell GroupWise account is set to forward email messages to the BlackBerry Internet Service account. Email messages forwarded from a Novell GroupWise server are forwarded as attachments. Therefore, the original attachment is embedded in another attachment.
Resolution
Advise the Novell GroupWise server administrator to select the delegate action instead of the forward action when creating a rule for forwarding email messages. The delegate action includes the original email message in the body of the email message instead of using an attachment. For more information, see Novell Knowledge Base Technical Information Document (TID) 10067390.
Resolution
Instruct the Novell GroupWise server administrator to disable the forwarding rule assigned to the Novell GroupWise account, then integrate the Novell GroupWise account with the BlackBerry Internet Service account. For instructions, see KB02189.
Note: Integration of a Novell GroupWise Web Access account with the BlackBerry Internet Service is not supported.
Cause 4
During the BlackBerry Enterprise Server installation, the BlackBerry Attachment Connectors were not installed for all BlackBerry Enterprise Server instances.
Resolution
To install the BlackBerry Attachment Connectors, complete the following steps:
- In Add/Remove Programs, select BlackBerry Enterprise Server, then click Change. The installation program appears.
- On the Program Maintenance screen, select Modify, then click Next. The Custom Setup screen appears.
- On the Custom Setup screen, expand each item.
- If an X appears beside BlackBerry Attachment Connector, it is not installed. Install the BlackBerry Attachment Connector for the appropriate BlackBerry Enterprise Server instance.
Cause 5
The BBAttachBESExtension.dll file has not loaded.
Resolution
See KB03272 for information and resolution steps.
Cause 6
If BlackBerry Desktop Manager is configured to use BlackBerry Desktop Redirector, attachments cannot be viewed. BlackBerry Desktop Redirector is not designed to allow attachment viewing.
Perform one of the following resolutions:
Resolution
- Uninstall BlackBerry Desktop Manager. For instructions, see KB02206.
- Reinstall BlackBerry Desktop Manager by selecting the BlackBerry Internet Service option.
- Delete Desktop[CMIME] and Desktop[CICAL] from the service books on the BlackBerry smartphone.
Resolution
Integrate using Microsoft® Outlook Web Access, Post Office Protocol (POP) or Internet Message Acces Protocol (IMAP). This only applies if these protocols have been enabled on the Microsoft Exchange Server.
Note: For information on integrating a Microsoft Outlook Web Access account with the BlackBerry Internet Service, see KB03133.
Note: For information on integrating a POP or IMAP account with the BlackBerry Internet Service, see KB101554.
Additional Information
For more information on which attachments are supported by the BlackBerry Internet Service, see KB03265.
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