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KB10624 - The Auto More feature is not functioning as expected
 
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Old 05-26-2009, 02:17 PM
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Default KB10624 - The Auto More feature is not functioning as expected

KB10624 - The Auto More feature is not functioning as expected


Environment

  • BlackBerry® smartphones



Overview

The Auto More feature is set to Yes in the Messages option menu but only works for some, if any, email messages.



Resolution

Follow the steps below and test the Auto More feature. Once the Auto More feature is functioning, stop following the procedure.
Note: The steps in the following procedure require access to both the BlackBerry smartphone and the BlackBerry® Enterprise Server.
Task 1 - On the BlackBerry smartphone or BlackBerry® Desktop Manager
  1. Make sure the BlackBerry smartphone has the latest version of BlackBerry® Device Software. For instructions on how to upgrade to the latest version of BlackBerry Device Software, see KB03621.
  2. Test the Auto More feature to see if email messages are received.
  3. Go to Options > Advanced Options (BlackBerry smartphones running BlackBerry Device Software 4.1 only) > Service Book
  4. Delete the Desktop [CMIME] Service Book. For instructions, see the resolution for Cause 2 in KB10473.
  5. Send new service books to the BlackBerry smartphone. For instructions, see KB04310.
  6. Test the Auto More feature. Verify that more email messages are received.
Task 2 - On the BlackBerry Enterprise Server
Warning: The following procedure will delete all data or all data and applications on the BlackBerry smartphone. Back up the data before you perform these procedures.
  1. Remove the BlackBerry smartphone user from the BlackBerry Enterprise Server, if applicable. For instructions, see KB11638.
  2. Delete all data or all data and applications from the BlackBerry smartphone. For instructions, see KB02318.
  3. Add the BlackBerry smartphone user to the BlackBerry Enterprise Server. For instructions, see KB11638.
  4. Activate the BlackBerry smartphone over the wireless network. For instructions, see KB03674.
  5. Test the Auto More feature. Verify that more email messages are received.
Note: If the above steps do not resolve this issue, contact your wireless service provider for further troubleshooting assistance.
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