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Old 10-17-2007, 11:54 AM   #1 (permalink)
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Default BES 4.0.7.8 attachment issues

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Dear all

We are upgraded our bes to SP 7 but certain attachments do not open, including numerous pdf's (we ahve tested this by trying to open pdf's on a handset on our BES and it did not open, and I emailed this to soemone who's bes is 4.1 and they can open it).

We have held off on going to BES 4.1 as its chargable, but i have heard there is an upgrade within 4.1 to the attachment service?

Is this true?

Had anyone else had issues with attachments?

Thanks
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Old 10-17-2007, 01:49 PM   #2 (permalink)
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Quote:
Had anyone else had issues with attachments?
The following is an account of my saga. Granted this was a different messaging platform (IBM Lotus Domino), a different build of BES (4.1.4), and I was using the full installers (not the incremental SP updates), but mayne it's relavent enough to help someone?
------------------------------------------
------------------------------------------

This was some related fallout from our BES 2.2.6a to 4.1.4 upgrade. Initially PDF attachments would not convert for us. So I attempted to *ahem* fix it myself. (server names changed to protect the innocent)

I found the following:

referenced Administration Guide for BES 4.1.4 for Domino, pp.87-93 "Customizing attachment Support."

Code:
\\BES01\c$\Program Files\Research In Motion\BlackBerry Enterprise Server\AttachServer\BBDistiller\BBDM_Pdf.dll

size:		1,115,216 bytes
created:		5/28/07  15:04:10
modified:		5/28/07  15:04:10
version:		4.1.4.10
company:		Research In Motion
description:		PDF loading distiller
product name:	BlackBerry Attachment Server
From BlackBerry handheld -
Code:
Unrecognized document format.
but other attachments converted just fine. So I figured the PDF distiller was busted, so ...

Quote:
Registering BlackBerry Attachment Service distillers
Doc ID : KB11304
Last Modified : 2007-06-06
Document Type : Support

Environment
BlackBerry® Enterprise Server software version 4.0 and later*


Problem
1. BlackBerry device users are unable to view specific types of attachments.* After the system administrator tests the BlackBerry Attachment Service in the BlackBerry Server*Configuration Panel, it fails.
2. BlackBerry device users do not have the option to open any type of attachments on their BlackBerry devices. After accessing the*Attachment Server tab*in the BlackBerry Configuration Panel,*the Distiller Settings are not turned on.


Resolution
Both of the problems listed above can be solved by registering the BlackBerry Attachment Service distillers:
1. Navigate to Start > All Programs > BlackBerry Enterprise Server > BlackBerry Server Configuration.
2. In the BlackBerry Server Configuration Panel, click the Attachment Server tab, then click Attachment Server*within the Configuration Option drop-down list.
3. Verify that the distillers in the Distiller Settings*are all selected by clicking*each checkbox beneath the Enabled column.
4. Register the distiller DLLs by completing the following steps:
a. Stop the BlackBerry Attachment Service.
b. Perform a search for the distiller files BBDM*.dll
c. Select Run from the Start menu and launch a command prompt.
d. Navigate to the location where the distiller files are located.
e. Type regsvr32* <distiller file name>.
f. Start the BlackBerry Attachment Service.
Launch BlackBerry Server Configuration Utility and verify under the Attachment Server tab that attachments are*enabled under Distiller Settings.
From console of BES01, attempted attachment conversion test:

BlackBerry Server Configuration - Attachment Server (tab) - Configuration Option: Test Attachment Server

Code:
out_1411est_noheaders.xls
The file was successfully converted

KB202124.pdf
The file format is not supported.
Attempted to reregister the PDF attachment distiller in BES -

Code:
net stop "blackberry attachment service"
regsvr32 -u "C:\Program Files\Research In Motion\BlackBerry Enterprise Server\AttachServer\BBDistiller\BBDM_Pdf.dll"
regsvr32    "C:\Program Files\Research In Motion\BlackBerry Enterprise Server\AttachServer\BBDistiller\BBDM_Pdf.dll"
net start "Blackberry attachment service"
Now receive the the following error on conversion:

Code:
KB202124.pdf
An unspecified error occurred during conversion process.
I also note that TXT no longer converts now, where it did OK before

From BlackBerry handheld -
Code:
An unknown error was encountered
So I figured I'd call in the reinforcements. I opened case with Research in Motion. 877-255-2377, referenced our TSupport contract ...

(I hope this formating comes out OK ..)

Received technician "Aran."

Troubleshooting -

Attempted repair of Attachment Server
  • Stop BlackBerry Services from Services.msc applet.
  • Stop BES task
  • Stop Domino
  • Performed in-place install of BES 4.1.4
  • Rebooted server

Symptoms persist -

Attempted repair of Attachment Server - force reinstallation of .DLLs
  • Performed steps as above, except we moved the following folder to the desktop prior to in-place reinstallation of BES 4.1.4 C:\Program Files\Research In Motion\BlackBerry Enterprise Server\AttachServer\BBDistiller\*.*
  • Rebooted server
Symptoms persist -

Attempt clean install/reinstall of BES
  • Stop BlackBerry Services from Services.msc applet.
  • Stop BES task
  • Stop Domino
  • Backup configuration
  • "\Notes\Data\BES" folder
  • "\Notes\notes.ini" file
  • Add/Remove Programs
  • Uninstall "BlackBerry Enterprise Server for IBM Lotus
  • Domino"Delete Logs when prompted
  • Don't delete "\Notes\data\BES" folder
  • regedit
  • Delete - HKCU\Software\Research in Motion
  • Delete - HKLM\Software\Research in Motion
  • Delete - HKLM\System\CurrentControlSet\Services\BlackBerry*
  • Delete - HKLM\System\CurrentControlSet\Services\BB*
  • Delete - HKLM\System\ControlSetxxx\Services\BlackBerry*
  • Delete - HKLM\System\ControlSetxxx\Services\BB*
  • Explorer
  • Delete - C:\Program Files\Research In Motion\
  • Delete - C:\Program Files\Common Files\Research In Motion\
  • Performed fresh install of BES 4.1.4
  • Rebooted server.
Cannot duplicate symptoms.

Tested, OK.
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Last edited by Aroc : 10-17-2007 at 01:56 PM. Reason: grammar corrections
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Old 10-17-2007, 09:12 PM   #3 (permalink)
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Quote:
Originally Posted by labberton View Post
Dear all

We are upgraded our bes to SP 7 but certain attachments do not open, including numerous pdf's (we ahve tested this by trying to open pdf's on a handset on our BES and it did not open, and I emailed this to soemone who's bes is 4.1 and they can open it).

We have held off on going to BES 4.1 as its chargable, but i have heard there is an upgrade within 4.1 to the attachment service?

Is this true?

Had anyone else had issues with attachments?

Thanks
You might try enabling attachment service logging in the BlackBerry Server Configuration application. You need to enable it on the attachment service section; not in the logging section ... the logging section will only set the level of logging.

Do some PDFs open and others not? Perhaps size? What error is received?
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Old 10-18-2007, 07:37 AM   #4 (permalink)
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Some PDF's do open, but in particular the ones that dont open have a blank screen.
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Old 10-18-2007, 08:04 AM   #5 (permalink)
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PDF comes in variants of simple and complex formats. BES 4.1's PDF distillers can convert and serve better than its 4.0 counterpart. Go for 4.1 dude.
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