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Old 04-20-2009, 04:29 AM   #1
ernchow
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Default Problem open attachment

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Either cannot open TIFF, PDF and PPT at blackberry handsets or open in plain text with question mark appears on top with error prompt up which is "An unknown error has encounter". No BES patch or Windows update is installed. Only run handheld cleanup command recently. Anyone has any idea? It happens to all kind of BB handset models. We are running Exchange 2003 and BES 4.1.6.9
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Old 04-20-2009, 05:07 AM   #2
freakinvibe
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Have you restarted the Attachment service? That might help.

Also, you might want to apply the latest MR for SP6 (that is MR5 as of this writing).

You should also enable the attachment service logging and check for any error message in the attachment service logs.
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Old 04-20-2009, 08:30 PM   #3
ernchow
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Restarted attachment service and whole BES server already.
Tried attachment test with extended logging. Test result is successfully without any error. Would it be some problem with the distriller?
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Old 04-21-2009, 02:06 AM   #4
freakinvibe
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So you are saying you can't open PDF, TIFF and PPT, but you can open DOC and XLS? Or you can't open anything?
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Old 04-21-2009, 03:37 AM   #5
ernchow
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Only PDF and PPT have problem, the rest can be opened normally. For PDF and PPT, when I open it, there is a question mark shown on top then the content are shown as plain text with error prompt up "An unknown error has encounter". For other users, same error and question mark prompts then cannot open these two attached file types. I found there was someone else had this problem before, I followed his solution as below but still not work.

http://www.blackberryforums.com/bes-...t-problem.html

When highlight the attachment file in BB handset, it always shows an icon on the top right hand corner. For PDF, it shows same icon as word doc then it displays in plain text format. Seems like it recognizes itself as a wrong format as word not pdf. For PPT, it has an icon with an orange color slash.
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