Unable to open an attachment through the BIS account

[BESadmin]

Unable to open an attachment through the BlackBerry Internet Service account

Doc ID : KB10613
Last Modified : 2007-04-20
Document Type : Support

Environment

• BlackBerry® Internet Service 2.x
• BlackBerry devices

Note: To determine which version of the BlackBerry Internet Service you are using, see KB04989.

Problem

An attachment in an email message cannot be opened.

Cause

Summary of Causes
This issue could be caused by the following:

1. The original email message that contained the attachment is no longer saved on the messaging server.
2. The BlackBerry device does not have the appropriate service book to open an older attachment, due to the original service book having been deleted or overwritten.
3. Corrupt data on the Message and service book databases may be preventing attachments from being opened.
4. The BlackBerry device is attempting to open an unsupported attachment type.
5. The BlackBerry Attachment Service is not enabled on the BlackBerry device.
6. The Attachment Viewing field is set to Disabled on the BlackBerry Internet Service Administration Site. (For BlackBerry Internet Service 1.8 only.)

Resolution

Choose the appropriate resolution for your cause.

Cause 1

The original email message that contained the attachment is no longer saved on the messaging server.

Resolution

When an attachment is viewed on a BlackBerry device, the integrated account to which the original email message was sent is checked, and the attachment is retrieved. If the original email message is not present, attachment retrieval will fail. Ensure that the original email message is present on the messaging server of the integrated account. If it is not, have the original sender resend the email message.

Cause 2

The BlackBerry device does not have the appropriate service book to open an older attachment, due to the original service book having been deleted or overwritten.

Resolution

Have the original sender resend the email message.

Cause 3

Corrupt data on the Messages and service book databases of the BlackBerry device may be preventing attachments from being opened.

Resolution

Clear the Messages and service book databases using BlackBerry Desktop Manager (see KB10167 for directions).

Cause 4

The BlackBerry device is attempting to open an unsupported attachment type.

Resolution

Verify that the attachment is supported. Please see KB03265 to view a list of supported attachment types.

Cause 5

The BlackBerry Attachment Service is not enabled on the BlackBerry device.

Resolution

Verify that the BlackBerry Attachment Service is enabled on the BlackBerry device by completing the following steps:

1. Connect the BlackBerry device to your personal computer.
2. Open Desktop Manager. Double-click Application Loader. The Application Loader Wizard opens.
3. Click Next. You may be prompted for your BlackBerry device password. Type it in the Password field.
4. In the Application Name list, verify that BlackBerry Attachment Service is present and that the box beside it is checked.
5. Click Next > Finish to install the BlackBerry Attachment service.

Cause 6

The Attachment Viewing field is set to Disabled on the BlackBerry Administration Site. (For BlackBerry Internet Service 1.8 only.)

Resolution

Click the check box to enable Attachment Viewing on the BlackBerry Administration Site. This feature is enabled on a per carrier basis.