BlackBerry Forums Support Community               

Closed Thread
 
LinkBack Thread Tools
Old 04-17-2009, 05:55 AM   #1 (permalink)
Talking BlackBerry Encyclopedia
 
Join Date: Apr 2006
Model: 9700
Carrier: Vodafone
Posts: 236
Post Thanks: 0
Thanked 0 Times in 0 Posts
Default Get Plain Text deletes text in email

Please Login to Remove!

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
Offline  
Old 04-17-2009, 06:30 AM   #2 (permalink)
Talking BlackBerry Encyclopedia
 
Join Date: Apr 2006
Model: 9700
Carrier: Vodafone
Posts: 236
Post Thanks: 0
Thanked 0 Times in 0 Posts
Default

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!
Offline  
Old 04-17-2009, 07:39 AM   #3 (permalink)
Feeling Blue, Bigly ;->
 
stuwhite's Avatar
 
Join Date: Jan 2007
Location: U to the K
Model: 9000
PIN: 3, it's the magic number
Carrier: Most of them, it's a Global Village man!
Posts: 1,273
Post Thanks: 0
Thanked 0 Times in 0 Posts
Default

Quote:
Originally Posted by voda_black View Post
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)?
__________________
I was a BES and Exchange admin once.
Then my world turned Blue.
Offline  
Old 04-17-2009, 08:15 AM   #4 (permalink)
Talking BlackBerry Encyclopedia
 
Join Date: Apr 2006
Model: 9700
Carrier: Vodafone
Posts: 236
Post Thanks: 0
Thanked 0 Times in 0 Posts
Default

Quote:
Originally Posted by stuwhite View Post
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!
Offline  
Old 04-17-2009, 08:42 AM   #5 (permalink)
Feeling Blue, Bigly ;->
 
stuwhite's Avatar
 
Join Date: Jan 2007
Location: U to the K
Model: 9000
PIN: 3, it's the magic number
Carrier: Most of them, it's a Global Village man!
Posts: 1,273
Post Thanks: 0
Thanked 0 Times in 0 Posts
Default

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.
__________________
I was a BES and Exchange admin once.
Then my world turned Blue.
Offline  
Old 04-17-2009, 08:45 AM   #6 (permalink)
Talking BlackBerry Encyclopedia
 
Join Date: Apr 2006
Model: 9700
Carrier: Vodafone
Posts: 236
Post Thanks: 0
Thanked 0 Times in 0 Posts
Default

Just checked the headers of the failed emails:
All have the following:
X-Mailer: Microsoft Office Outlook 12.0
Offline  
Old 04-17-2009, 08:55 AM   #7 (permalink)
Talking BlackBerry Encyclopedia
 
Join Date: Apr 2006
Model: 9700
Carrier: Vodafone
Posts: 236
Post Thanks: 0
Thanked 0 Times in 0 Posts
Default

Thanks for the help.....search did not help - but will keep looking!
Offline  
Old 04-18-2009, 05:26 AM   #8 (permalink)
Talking BlackBerry Encyclopedia
 
Join Date: Apr 2006
Model: 9700
Carrier: Vodafone
Posts: 236
Post Thanks: 0
Thanked 0 Times in 0 Posts
Default

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
Offline  
Old 04-21-2009, 03:51 AM   #9 (permalink)
Talking BlackBerry Encyclopedia
 
Join Date: Apr 2006
Model: 9700
Carrier: Vodafone
Posts: 236
Post Thanks: 0
Thanked 0 Times in 0 Posts
Default 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....
Offline  
Old 04-21-2009, 06:58 AM   #10 (permalink)
Feeling Blue, Bigly ;->
 
stuwhite's Avatar
 
Join Date: Jan 2007
Location: U to the K
Model: 9000
PIN: 3, it's the magic number
Carrier: Most of them, it's a Global Village man!
Posts: 1,273
Post Thanks: 0
Thanked 0 Times in 0 Posts
Default

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

You did apply MR4 as besadmin didn't you?
__________________
I was a BES and Exchange admin once.
Then my world turned Blue.
Offline  
Old 04-21-2009, 07:10 AM   #11 (permalink)
Talking BlackBerry Encyclopedia
 
Join Date: Apr 2006
Model: 9700
Carrier: Vodafone
Posts: 236
Post Thanks: 0
Thanked 0 Times in 0 Posts
Default

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

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.
Offline  
Old 04-21-2009, 07:18 AM   #12 (permalink)
Feeling Blue, Bigly ;->
 
stuwhite's Avatar
 
Join Date: Jan 2007
Location: U to the K
Model: 9000
PIN: 3, it's the magic number
Carrier: Most of them, it's a Global Village man!
Posts: 1,273
Post Thanks: 0
Thanked 0 Times in 0 Posts
Default

Quote:
Originally Posted by voda_black View Post
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
__________________
I was a BES and Exchange admin once.
Then my world turned Blue.
Offline  
Old 04-21-2009, 07:19 AM   #13 (permalink)
Talking BlackBerry Encyclopedia
 
Join Date: Apr 2006
Model: 9700
Carrier: Vodafone
Posts: 236
Post Thanks: 0
Thanked 0 Times in 0 Posts
Default

Quote:
Originally Posted by stuwhite View Post
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
Tks - Calling TS now.
Offline  
Old 04-23-2009, 04:52 AM   #14 (permalink)
Talking BlackBerry Encyclopedia
 
Join Date: Apr 2006
Model: 9700
Carrier: Vodafone
Posts: 236
Post Thanks: 0
Thanked 0 Times in 0 Posts
Default

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.
Offline  
Old 04-23-2009, 05:06 AM   #15 (permalink)
BlackBerry Extraordinaire
 
Join Date: Aug 2008
Location: Basel
Model: 9780
PIN: N/A
Carrier: Swisscom
Posts: 1,579
Post Thanks: 5
Thanked 119 Times in 116 Posts
Default

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.
Offline  
Old 04-23-2009, 06:19 AM   #16 (permalink)
Talking BlackBerry Encyclopedia
 
Join Date: Apr 2006
Model: 9700
Carrier: Vodafone
Posts: 236
Post Thanks: 0
Thanked 0 Times in 0 Posts
Default

Quote:
Originally Posted by freakinvibe View Post
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...
Offline  
Old 04-23-2009, 06:29 AM   #17 (permalink)
BlackBerry Extraordinaire
 
Join Date: Aug 2008
Location: Basel
Model: 9780
PIN: N/A
Carrier: Swisscom
Posts: 1,579
Post Thanks: 5
Thanked 119 Times in 116 Posts
Default

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.
Offline  
Old 04-23-2009, 07:09 AM   #18 (permalink)
Talking BlackBerry Encyclopedia
 
Join Date: Apr 2006
Model: 9700
Carrier: Vodafone
Posts: 236
Post Thanks: 0
Thanked 0 Times in 0 Posts
Default

Good point. Will raise with AV Company and see if there is a solution...
Offline  
Old 04-23-2009, 08:10 AM   #19 (permalink)
Feeling Blue, Bigly ;->
 
stuwhite's Avatar
 
Join Date: Jan 2007
Location: U to the K
Model: 9000
PIN: 3, it's the magic number
Carrier: Most of them, it's a Global Village man!
Posts: 1,273
Post Thanks: 0
Thanked 0 Times in 0 Posts
Default

Quote:
Originally Posted by voda_black View Post
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.
__________________
I was a BES and Exchange admin once.
Then my world turned Blue.
Offline  
Old 04-23-2009, 10:29 AM   #20 (permalink)
Talking BlackBerry Encyclopedia
 
Join Date: Apr 2006
Model: 9700
Carrier: Vodafone
Posts: 236
Post Thanks: 0
Thanked 0 Times in 0 Posts
Default

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


Thread Tools

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

vB code is On
Smilies are On
[IMG] code is On
HTML code is Off
Trackbacks are On
Pingbacks are On
Refbacks are On





Copyright 2004-2014 BlackBerryForums.com.
The names RIM and BlackBerry are registered Trademarks of BlackBerry Inc.