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We can no longer view or preview PDF and WAV attachments from our Blackberries BES 5

Posted on 2013-07-01
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Last Modified: 2013-07-06
We have a BES 5 blackberry server with about 17 users. Today one of our uses approacted me and told me she could no longer view PDF attachments. Another user came to me and told me he could not listen to .WAV attachments that are forwarded from our voice mail system. I ran a few tests on my device and found I could not view PDFs either. It appears to retrieve the data but kind of hangs with a blank white screen and what looks like a clock symbol in the upper right corner. As far as WAV files, we used to be able to preview them and listen, now we have to physically download them but they do play once downloaded. I created a small .TXT document and emailed it to myself as an attachment and I had no problem viewing that. It seems something changed in our environment that no longer makes it possible to view large attachments but I am not aware of anything being changed on our BES server. If anyone has any ideas or any suggestions how I can trouble shoot this, I would appreciate it. BTW we use Exchange 2007
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Question by:Thor2923
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Expert Comment

by:Simon Butler (Sembee)
ID: 39291174
Exactly which version of BES is this? Log in to the console and look at the bottom.
If it is not 5.0.4 then you need to update. There have been a lot of updates with the PDF part.

Simon.
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Expert Comment

by:Mike Sullivan
ID: 39291240
Hi Thor2923,

Attachments are processed using the Attachment service. Try restarting it then testing again. Bear in mind that anything already delivered to the handset will still be inaccessible. You will need to send a new email with an attachment to test it.

Open the BlackBerry Server Management tool (it's in the Start Menu > BlackBerry folder). There is an attachment service tab that allows you to test the function of the attachment service.

Hope this helps,

Mike
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Author Comment

by:Thor2923
ID: 39291244
Version: 5.0.3.31


You really think that could make a difference? It is almost like a policy changed but I do not know who would do it
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Author Comment

by:Thor2923
ID: 39291279
Mike, either I am blind or am missing something. I do not see the Blackberry Server Manegment Tool. Just the Blackberry Administration Service and Blackberry Server Configuration. The latter is the only with with "tabs" but nothing about attachments. I did try restarting the service and even rebooting the server, but it did not change anything with viewing or previewing attachments
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Author Comment

by:Thor2923
ID: 39291283
oh I see what you mean under the blackberry server configuration...I am playing with it now
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Expert Comment

by:Mike Sullivan
ID: 39291286
Cool :-)

I thought I was going mad for a minute. :-D
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Accepted Solution

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Thor2923 earned 0 total points
ID: 39291328
I don't really get this tool though. Our biggest problem right now is WAV files do not play from the PREVIEW option that users are used to using. This tool shows TXT format and UCS and has a field for Server and Submit file. Do you have any info on how to use this tool?
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Author Comment

by:Thor2923
ID: 39291484
ok thanks guy, the problem was we were out of space! I missed the obvoius, thanks for all your input
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Expert Comment

by:Mike Sullivan
ID: 39291510
That was in the article that I posted a link to. Don't I get any credit for pointing you to an article with the correct information?
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Author Closing Comment

by:Thor2923
ID: 39303721
problem was due to C drive filling up
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