BlackBerry sending blank e-mails on Replies or Forwards; specific circumstances
Posted on 2011-04-20
This issue has been driving us crazy ever since we implemented BESx (Express) 188.8.131.52 in our Exchange 2003 environment and migrated to BlackBerry.
I stated specific circumstances because the issue needs a full explanation.
Here is the full scenario:
1.) User receives an e-mail from outside our domain/company (English or Japanese).
2.) User attempts to reply or forward said e-mail from BlackBerry (9800 Model, OS 6), but having entered Japanese characters in the e-mail; sometimes a combination of Japanese/English; Hiragana and Katakana Japanese characters.
3.) Sent e-mail has the appearance of a successful send on the BlackBerry; however the recipient(s) of the replied or forwarded e-mail receives a blank message with a light blue line running across it. If someone within our company is copied on the e-mail, they also receive the blank message.
The message arrives completely blank with the exception of the line, no previous e-mail message or history, not even the English or Japanese characters the user had entered from the BlackBerry.
Now, replying and forwarding e-mails with Japanese characters to and from company e-mail addresses on our Exchange server works fine, no issue with blank e-mails occurring.
At first we suspected the issue was with the message type, RTF/HTML/Plain Text, however after many tests using different setups (Plain Text only, HTML only, etc.) the issue still occurs with e-mails received from outside the company.
Next, we tried restricting the full-width or half-width character set they were typing in Japanese, Hiragana or Katakana (Full/Half-Width). Issue occurred regardless of the set we used.
The latest attempt has been to turn off HTML e-mail from the BlackBerry device, forcing it to send these e-mails in Plain Text, but unfortunately the results are mixed and sometimes the device fails to convert to Plain Text and sends the HTML e-mail.
Some outside e-mails are capable of being forwarded or replied to, using Japanese characters, with success... but other e-mails will suffer the blank message.
One interesting thing I've noticed is that sometimes a particular e-mail with a long history or thread, will all of sudden result in a blank send from the BlackBerry when a user attempts to reply or forward an e-mail from the thread that was sent from an outside address.
The issue is very mercurial and occurs on any device being used under those circumstances; I recently tested loading a user's account on a Curve running OS 5 and issue still occurred, so I cannot completely say that its OS 6 related either.
Any insight or help would be extremely appreciated as I cannot find any information on the web that pertains to the situation we have here.