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KB10172 - Unable to open attachments on the BlackBerry smartphone
 
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Old 04-01-2009, 03:15 PM
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Default KB10172 - Unable to open attachments on the BlackBerry smartphone

KB10172 - Unable to open attachments on the BlackBerry smartphone


Environment

  • BlackBerry® Enterprise Server software versions 3.6 to 4.1
  • BlackBerry smartphones



Overview

The following error message is displayed when you attempt to open an attachment on the BlackBerry smartphone:
Conversion Failed



Cause

This issue may be caused by one of the following:
  1. The attachment file type is not valid or not supported.
  2. The attachment is corrupted.
  3. The attachment is too large or too complex, causing the conversion to expire.
  4. The attachment size exceeds the maximum attachment size that is set by the BlackBerry smartphone user's organization.
  5. The attachment service is busy and rejects any new attachment conversion requests until the attachment service is free.
  6. The BlackBerry Attachment Service Application has been deleted from the BlackBerry smartphone.
  7. The BlackBerry Attachment Service on the BlackBerry Enterprise Server is stopped.
  8. The Desktop [CMIME] service book on the BlackBerry smartphone is corrupted.
  9. The email message has been deleted or moved to a PST folder.
  10. There is a problem with the BlackBerry® Device Software or BlackBerry smartphone user account.



Resolution

Complete the appropriate resolution for the cause.
Cause 1
The attachment file type is not valid or not supported.
Resolution
Make sure the attachment being opened is supported by the BlackBerry Enterprise Server. Supported attachments are listed here:
Adobe® Acrobat® 1.1, 1.2, 1.3, and 1.4 .pdf
American Standard Code for Information Interchange (ASCII) text .txt
Audio .amr*, .wav*, .mp3
Corel® WordPerfect® 6.0, 7.0, 8.0, 9.0 (2000) and 10.0 .wpd
HTML .htm, .html
Images .bmp, .gif, .jpeg, .jpg, .png, .tif, .tiff, .wmf
Microsoft® Excel® 97, 2000, 2003, and XP .xls
Microsoft® PowerPoint® 97, 2000, 2003, and XP .pps, .ppt
Microsoft® Word 97, 2000, 2003, and XP .doc, .dot
Microsoft® Office 2007 .pptx, .docx
Rich Text Format .rtf

Note: Only BlackBerry Enterprise Server software version 4.1 Service Pack 2 (4.1.2) and later support the conversion of .wav files. This conversion also requires BlackBerry Device Software 4.2 to 4.7.
Note: Only BlackBerry Enterprise Server software version 4.1 Service Pack 5 (4.1.5) and later support .amr files.

Cause 2
The attachment is corrupted.
Resolution 1
The BlackBerry smartphone user should have the sender resend the attachment.
Resolution 2
The BlackBerry smartphone user should open the attachment from a computer.

Cause 3
The attachment is too large or too complex, causing the conversion to expire.
Resolution
This timeout is most common for .pdf files or ASCII .txt files that are larger than 10 MB. The BlackBerry smartphone user should view this file on a computer.

Cause 4
The attachment size exceeds the maximum attachment size set by the BlackBerry smartphone user's organization.
Resolution
Check with the administrator to determine whether there is a file size limit on attachments and if this limit can be changed. If the limit cannot be changed, the BlackBerry smartphone user should view the attachment from a computer.

Cause 5
The attachment service is busy and rejects any new attachment conversion requests until the attachment service is free.
Resolution
This may occur if multiple BlackBerry smartphone users within the same organization request large or complex attachments. The BlackBerry smartphone user should wait 5 minutes and then request the attachment again. The maximum request time for a conversion is 10 minutes.

Cause 6
The BlackBerry Attachment Service application has been deleted from the BlackBerry smartphone.
Resolution

On the BlackBerry smartphone go to Options -> Advanced Options -> Applications. Verify that BlackBerry Attachment Service is in this list.
If it is not in the list, run application loader to re-install it. See KB03621 for instruction on the use of application loader.

Cause 7
The BlackBerry Attachment Service on the BlackBerry Enterprise Server is stopped.
Resolution

  1. Open the Windows Services window and find BlackBerry Attachment Service in the right pane.
  2. Verify that the status of the BlackBerry Attachment Service is Started.
  3. If the status is not Started, right-click BlackBerry Attachment Service and select Start.

Cause 8
The Desktop [CMIME] service book on the BlackBerry smartphone is corrupted.
Resolution

Delete the Desktop [CMIME] service book by completing the following tasks:
  1. On the BlackBerry smartphone, go to Options > Advanced Options > Service Book.
  2. Select the Desktop [CMIME] entry.
  3. Open the menu and select Delete.
To receive a new Desktop [CMIME] service book, complete the following tasks:
  1. On the BlackBerry smartphone, go to Options > Advanced Options > Service Book.
  2. Select the Desktop [SYNC] entry.
  3. Open the menu and select Delete.
  4. Wait 1 minute, then open the menu and select Undelete.
  5. In the Blackberry Manager, right-click the appropriate BlackBerry smartphone user account and select Resend Service Book.

Cause 9
The email message has been deleted or moved to a .PST folder.
Resolution

Verify that the email message is in the BlackBerry smartphone user's inbox or subfolders in Microsoft Outlook. If the message is in a .PST (Personal Folder) it cannot be opened from the BlackBerry.
In Microsoft Outlook, go to Tools > Email accounts > View or Change Existing email account. Verify that the Deliver new email to the following location field lists the BlackBerry smartphone user's mailbox.
If the BlackBerry smartphone user is able to use Microsoft Outlook Web Access, check to see if the attachment can be opened from there. If it is not available in Microsoft Outlook Web Access, it will not be available to the Blackberry smartphone.

Cause 10
There is a problem with the BlackBerry Device Software or the BlackBerry smartphone user account.
Resolution
Remove the BlackBerry Device Software from the BlackBerry smartphone and re-install it. For instructions, see KB03621.
If the attachment still cannot be viewed, there may be an issue with the BlackBerry Enterprise Server or the BlackBerry smartphone user mailbox. Contact BlackBerry Technical Support for further troubleshooting options.
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