Hi all
I've got a pretty serious issue that I need to get resolved ASAP (as per the GM of IT) and I was hoping that some of the guru's in the BES universe could band together and assist me in hopefully getting this resolved........

To first and foremost give you all an idea as to what our environment is like, here it is:

We have 200 Blackberry users using different models of BB's - 7100 to 9700.
Being that I work in a Japanese company, it is a requirement for the Japanese staff who own BB's to have the Japanese language pack installed (approximately 15 BB users out of the full 200 BB users).

We are currently running Blackberry Manager version 4.1.5.26 on a Windows 2003 box with Service Pack 2 installed. As far as I know, there is no immediate plan to upgrade any of the above.

Exchange 2007 also on a Windows 2003 SP2 box with approximately 1500 users all up.

Our SQL server is (surprise surprise) 2003 SP2 with SQL 2005.

Now the problem is that we were given the directive to implement a disclaimer onto every company email sent (internally and externally). This was relatively easy to complete and as such was implemented pretty quickly.
The issue comes when the Japanese users reply to or forward an email with Japanese text in it (e.g) A user receives an email containing a sentence such as xxx12358;xxx12359;rxxx12381;xxx12398;xxx32080;xxx26524;xxx12289;xxx12381;xxx12398;xxx32080;xxx26524;xxx12289;xxx12381;xxx12398;xxx32080;xxx26524;xxx12289;xxx12381;xxx12398;

BUT when they reply, the recipient receives (on both their BB and PC):

$B!&(Bxxx65403;xxx65381;$B!&(Bxxx65400;$B!&!&!&(Bxxx65390;$B!&(Bxxx65403;xxx65398;$B!&!& (Bxxx65387;$B!&!&(Bxxx65380;$B!&!&!&!&!&(Bxxx65382;$B!&(B€$B!&!&!&! &!&!&(Bxxx65401;$B!&!&!&!&!&(Bxxx65390;$B!&!&!&!&!&!&!&!&(Bxxx65387; $B!&!&!&!&(Bxxx65383;$B!&!&!&!&!&!&!&!&!&!&!&!&!&!&!&!&! &!&!&!&!&!&!&!&!&!&!&(Bxxx65390;$B!&!&

The strange thing is that when I disable the disclaimer, the letters go through normally (i.e.) no garbled characters.

I have been looking around on the net and the only thing that I have come across that remotely resembles this issue is that the disclaimer is being read on the bb's as (for whatever reason) html and apparently 4.1.5 does not support html based emails.

My question though is how is it that everything was working fine with all emails before this change was made? Is there a way to get this resolved or is the answer to upgrade BM to a higher service pack altogether?

Any help would be hhhhhhuuuuuuugggggggeeeeelllllyyyyy appreciated.

Thanks

Although it is always good to have the BES on the latest Service Pack, this might not solve your problem.

Which system is adding the disclaimer (which I guess is in English and not in Japanese)? Exchange or BES or a third-party SMTP gateway?

If an HTML disclaimer is added, it might use a certain character set, e.g. ISO-8859-1. This might then result in garbled Japanese characters.

So you should look at the system that adds the disclaimer and you should probably use a non HTML disclaimer, if possible.

Hi freakinvibe,

thanks for taking the time to get back to me regarding my query.

You are correct in saying that the disclaimer is in English and not Japanese.

I have been investigating this for a fair bit of time now and after submitting the post yesterday, came across a few sites that also suggested that the character set may be the root of the problem.

As for using a non-html disclaimer, I have been trying to convince the GM that this should be the solution moving forward however, he is convinced that there is a better solution out there.

Thanks again

You should look at the html headers of a mail with garbled characters and compare it to on that is ok. For example it looks like:

Then you should check with the application that adds the disclaimer, if anything can be done to leave the existing html header alone (i.e. not change it).

Thanks again - will let you know how it goes.....