Certain emails are showing up blank on Blackberries

Yes it happens when its in HTML. However if you draft a new email in HTML it works fine, it obvioulsy gets to a certain amount of HTML and then can't display.

If I forward a certain email in plain text its fine.

Weird

Are all the affected ones up to date for their software?

BES 4.1.6 supports HTML. But the Berrys must be using OS 4.5 minimum

Seems like looking around, a lot of people have simply disabled HTML so all emails are plain text to get around the problem - not sure if this is ideal for you though

yes the strange thing is, this occured one every 30000 emails or so in the past however. It is starting to happen several times a day.

I am not sure if an exchange update could cause this ?

We are having this exact same problem. Working with BES support. Will post if we get a fix.

I take it there has been no BES updates for either of you or has there?

Do you guys use Websense? Are you having this issue on specific BB models only?

Hi All

I just ran BES 4.1 service pack 6, and MR4 last night. But it stll seems to be happening. I am pretty sure its an Exchange issue just because. I logged into OWA and went to forward the certain email that I forward from the users inbox that displays blank, when I go into the email and click forward all the body disappears. When I do it on outlook all the body is there but displays blank on the BB anyway.

grg-it we use Symantec Mail Security, but I have fully disabled this and even logged a call with there support a few months back when it was happening every so often, they had not seen the issue before. We use a mail relay (Av/Spam filter) called mail controller but the fact the emails display on the mail clients I assumed that wouldn't be the issue.

We use the following handhelds, 8310, 8120, 8300 on o2 in th UK, but as I mentioned before it appears blank on my 9000 Bold running 4.6.0.162 firmware.

The users are not happy with using plain text, I  as can understand. The problem is its displaying blank on External users devices which I have no control over.

Thanks

Arm

ok I just fowarded the email that arrives blank on my BB to another site I look after. Arrives fine on outlook, blank on Blackberry and Blank on OWA (Exchange 2003 Sp2). So I think it must be something in the HTML that prevents it displaying on both IE 6/7, Firefox 3.0.7.

We are still looking into this today. We use websense (hosted SPAM fitlering). This issue started as soon as we invoked websense (could be coincidence - not sure yet).
Websense does put an html tag on the bottom of each email ("if this is spam click here" kind of thing). We are going to remove that today and see if the issue is fixed. If not, we will be back on with BES support. Will keep everyone update on what we find.
We have found that forwarding the blank emails from blackberry to any email address that can view it on a computer seems to bring the content back (or make it visible). So it almost seems like a BES issue. But it could be a BES issue with the way that the hosted spam filtering adds some sort of HTML tag to the email. The other anomaly is that it is not happening on every external HTML email coming in - so if the tag things fixes it, it still doesn't make sense to me.
Again, details later today.

Hi grg

Thanks for your update.

Yes we use a SPAM filter called mailcontroller, it does add annotations with HTML same sort of thing.

I have disabled these, but I think it will only work on new emails so I am going to give it a day or so and see what happens.

Thanks for your update. I will let you know how I get on.

Regards

Arm

Hi Grg

That seemed to fix our problem to.

Thanks for your help.

Arm

Hi ArmstrongInt,

We are experiencing the same issue with blank html e mails coming through BES and also use MailController. Did disabling the HTML annotation resolve the issue for you?

Regards,