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-   -   Get Plain Text deletes text in email (http://www.blackberryforums.com/bes-admin-corner/186334-get-plain-text-deletes-text-email.html)

voda_black 04-17-2009 05:55 AM

Get Plain Text deletes text in email
 
So I updated to BES 4.1.6 MR4 yesterday.

I am having the following problems:

1. Some emails that come through come as blank. I have used the search facility and also googled. Discovered that others are experiencing a similar issue. The work around seems to be "click Get Plain Text" and you should be able to retrieve the message (acceptable work around). When I do this, the attachments in the message populate - but the text of the message does not appear. Which leads me to my next problem:

2. On ALL my messages, whether they appeared properly first or not, when I click "Get Plain Text" the entire content of the message disappears. If I click on the Get HTML button, the text re-appears (but only on the messages that were OK first off - not the ones described as a problem above).

If on the other hand, I switch off HTML emails completely, all messages appear fine.

Experiencing the issues on the following handsets:

Bold, Javelin and Storm

Any ideas/solutions would be appreciated!

Thanks

voda_black 04-17-2009 06:30 AM

To update - the above problem (problem 1) is only happening from some senders - and not in all their messages. So it would seem to be something in the way their email is being formatted not being properly read by BES. Nevertheless, needs to be resolved so that at least the message can be read somehow on the BlackBerry!

stuwhite 04-17-2009 07:39 AM

Quote:

Originally Posted by voda_black (Post 1355740)
To update - the above problem (problem 1) is only happening from some senders - and not in all their messages. So it would seem to be something in the way their email is being formatted not being properly read by BES. Nevertheless, needs to be resolved so that at least the message can be read somehow on the BlackBerry!

Are the failing senders on Outlook 2007 and the working ones on 2003 (assuming Outlook here as you didn't provide setup info)?

voda_black 04-17-2009 08:15 AM

Quote:

Originally Posted by stuwhite (Post 1355782)
Are the failing senders on Outlook 2007 and the working ones on 2003 (assuming Outlook here as you didn't provide setup info)?

It had not occurred to me that that may be the problem (thus did not give the info.). But now, that you have said it, that may be the case.

My internal setup is: Exchange 2003, All on Outlook 2003 except for three users (1 on Outlook 2007, 2 on Entourage). We dont seem to be having any problems internally.

I have spoken to two of the people from whom I am receiving "failed" emails - and both of them are using Outlook 2007 - so that may be the problem...

Now: Is there a solution to this?

Thanks for your help!

stuwhite 04-17-2009 08:42 AM

No probs. I can't help with 2007 I'm afraid as most of our guys have OLK2K3 and I haven't seen this issue but I seem to remember threads on here about 2007 users having formatting issues so a search might be in order.

voda_black 04-17-2009 08:45 AM

Just checked the headers of the failed emails:
All have the following:
X-Mailer: Microsoft Office Outlook 12.0

voda_black 04-17-2009 08:55 AM

Thanks for the help.....search did not help - but will keep looking!

voda_black 04-18-2009 05:26 AM

Ok. So the latest on this problem for me is as follows:

I have updated to MR5. The blank email problem persists on some emails as above.

However, if I press Get Plain Text on the Bold or Javelin I get the plain text and can read the email.

On Storm, when I press get plain text the attachments download but the text on the email does not come.

This would therefore mean it is not a bes problem but a problem on the storm software. I am running 4.7.0.122 on the storm.


Mods: pls close this topic here I will post it on the storm forum as it is more relevant there.

Tks

voda_black 04-21-2009 03:51 AM

BES HTML Problem
 
OK. So I have 4.1.6 MR5. I am experiencing an issue which has been documented by RIM as a problem on Novel GW:

*SDR 267655 In BlackBerry Enterprise Server version 4.1 SP6, if an HTML formatted message sent to the BlackBerry device was not properly
formatted, the BlackBerry device displayed a blank message.

In BlackBerry Enterprise Server version 4.1 SP6 MR3 and later, this issue is resolved.

I am experiencing exactly what is noted above - however, I am not on Novel GW - but on Exchange!

Anybody else experience this? How do I resolve this? Driving me crazy!

Thanks for your help....

stuwhite 04-21-2009 06:58 AM

If you are happy that your installation is good, I think it's time to ring T-Support mate :cry:.

You did apply MR4 as besadmin didn't you?

voda_black 04-21-2009 07:10 AM

Quote:

Originally Posted by stuwhite (Post 1359870)
If you are happy that your installation is good, I think it's time to ring T-Support mate :cry:.

You did apply MR4 as besadmin didn't you?

well, not sure if the installation is good. Yes, I did apply both MR4 and MR5 as besadmin. However, you may remember I did recreate the database (when I changed from BPS to BES SBE).

Would you think I should try a reinstall first? Or give T-Support a call now?What's the best way of doing it? A Complete uninstall of the existing software - and then reinstall BES SBE SP4 and upgrade to SP6 and install MR5?

Or is it better to completely reinstall BES CBE SP4 and then upgrade to SP6 and then do MR1,2-5?

Thanks for your help.

stuwhite 04-21-2009 07:18 AM

Quote:

Originally Posted by voda_black (Post 1359877)
well, not sure if the installation is good. Yes, I did apply both MR4 and MR5 as besadmin. However, you may remember I did recreate the database (when I changed from BPS to BES SBE).

Remember? That's the first I have heard of it. It would have been handy to have this info earlier. A clean install would be good but tbh you probably want to ring TS first, and give them all the facts 8-)

voda_black 04-21-2009 07:19 AM

Quote:

Originally Posted by stuwhite (Post 1359884)
Remember? That's the first I have heard of it. It would have been handy to have this info earlier. A clean install would be good but tbh you probably want to ring TS first, and give them all the facts 8-)

Tks - Calling TS now.

voda_black 04-23-2009 04:52 AM

For people that may be having a similar problem:

I have spoken to TS. Essentially the bottom line is wait for 5.0. This issue occurs with Outlook 2007 and Exchange 2007. It happens if you have spam filters enabled (may be through an external company). Spam filters sometimes amend the code for HTML to an extent that 4.1.6 cannot handle the HTML anymore and so is unable to display it on a BlackBerry.

TS say this should be resolved in 5.0.

freakinvibe 04-23-2009 05:06 AM

Quote:

2. On ALL my messages, whether they appeared properly first or not, when I click "Get Plain Text" the entire content of the message disappears.
We don't have that problem and we are on 4.1.6, XCH 2007, OL 2007. So I am not really sure if TS is right. It is of course easy to say "the next version will solve all your problems".

You can check in the mail source, if an AV product has really altered it. Also, try switching off the AV tempararily.

voda_black 04-23-2009 06:19 AM

Quote:

Originally Posted by freakinvibe (Post 1362229)
We don't have that problem and we are on 4.1.6, XCH 2007, OL 2007. So I am not really sure if TS is right. It is of course easy to say "the next version will solve all your problems".

You can check in the mail source, if an AV product has really altered it. Also, try switching off the AV tempararily.

Did a temp bypass from AV company scanning our emails - and yes - it does resolve the issue.

AV being more important than HTML - have switched the AV back on...

freakinvibe 04-23-2009 06:29 AM

Ok, but then there is maybe a setting in the AV, not to alter mails, unless there is really a virus in it. If it inserts a footer with something like "This mail has been checked and found safe by blabla AV", disable the footer.

voda_black 04-23-2009 07:09 AM

Good point. Will raise with AV Company and see if there is a solution...

stuwhite 04-23-2009 08:10 AM

Quote:

Originally Posted by voda_black (Post 1362317)
Good point. Will raise with AV Company and see if there is a solution...

Yeah that is a top point actually. We have had to advise lots of customers who use 3rd party services to disable this change due to our in house anti-spam systems rejecting the mail. IMHO 3rd party mail-handling services shouldn't be altering the header unless you asked them to, you should get the email as intended.

voda_black 04-23-2009 10:29 AM

So - yes, it can be disabled - and has been done and HTML email re-enabled. Hopefully that is the end to my problems.


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