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Old 06-16-2011, 07:34 AM   #1 (permalink)
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Default Issue with Asian BIG5 Character set

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Exchange 2007 SP1
BES 4.1.6 Maintenance Rel 8
Outlook 2003 & OL 2010

User receive email (HTML or RTF) in Chinese (BIG5), they forward it via Outlook to External client address and the Cleint can read it OK. However, when they forward it via BB the client receives garbage (black blocks).

I have looked regional / languages and BIG5 character set is selected and the language is set to Chinese(Taiwan) and files for Asian support have been installed. If they received any email in Plain text that goes fine its only when they are in html or rtf

any ideas why ?
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Old 06-16-2011, 08:16 AM   #2 (permalink)
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Default Re: Issue with Asian BIG5 Character set

What is model and OS of the devices?
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Old 06-16-2011, 08:48 AM   #3 (permalink)
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Default Re: Issue with Asian BIG5 Character set

Quote:
Originally Posted by Kul View Post
Exchange 2007 SP1
BES 4.1.6 Maintenance Rel 8
Outlook 2003 & OL 2010

User receive email (HTML or RTF) in Chinese (BIG5), they forward it via Outlook to External client address and the Cleint can read it OK. However, when they forward it via BB the client receives garbage (black blocks).

I have looked regional / languages and BIG5 character set is selected and the language is set to Chinese(Taiwan) and files for Asian support have been installed. If they received any email in Plain text that goes fine its only when they are in html or rtf

any ideas why ?

Couple of things:

Are disclaimers added to your emails at any stage after they are sent?

Have you configured the BES Servers to use LDAP for lookups (added one or more of the LDAPDomain/LDAPSearch reg keys to HKEY_LOCAL_MACHINE\SOFTWARE\Research In Motion\BlackBerry Enterprise Server\Agents)?
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Old 06-16-2011, 09:24 AM   #4 (permalink)
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Default Re: Issue with Asian BIG5 Character set

We do append disclaimers to the emails with MIMEsweeper, I have done more tests now and an confirm that when we disable appending the email disclaimer, then the recipient can read the text but as oon as the disclaimer is appended, the problem appears.

Not sure where the problem is, because the same email route is followed when sending the mail from OL and that works fine, so it seems BEs is changing something on the email when forwarding (I think)
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Old 06-16-2011, 09:31 AM   #5 (permalink)
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Default Re: Issue with Asian BIG5 Character set

Quote:
Originally Posted by Kul View Post
We do append disclaimers to the emails with MIMEsweeper, I have done more tests now and an confirm that when we disable appending the email disclaimer, then the recipient can read the text but as oon as the disclaimer is appended, the problem appears.

Not sure where the problem is, because the same email route is followed when sending the mail from OL and that works fine, so it seems BEs is changing something on the email when forwarding (I think)
On MimeSweeper, try this:

1)Edit Annotation Content
2)Toggle HTML Source to TEXT MODE on the HTML Format section
3)Delete any text currently applied to the HTML Format section
4)Copy the entire text from the Plain Format section, to the HTML Format section
5)Delete any line breaks or additional spacing from the text in the HTML Format Section
6)Toggle HTML Source back to WYSIWYG in the HTML Format section
7)Reapply any required line breaks to the HTML Format section.
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Old 06-16-2011, 09:39 AM   #6 (permalink)
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Default Re: Issue with Asian BIG5 Character set

the version of MIMEsweeper 5.3.4 does not have the sections split anymore

the attachment shows all that I get
Attached Images
File Type: jpg disclaimer.jpg (57.6 KB, 6 views)

Last edited by Kul : 06-16-2011 at 09:41 AM.
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Old 06-16-2011, 09:47 AM   #7 (permalink)
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Default Re: Issue with Asian BIG5 Character set

Maybe try adding the disclaimer again and ensure there aren't any additional spaces or carriage returns.

Did you also check for any of the LDAPDomain/LDAPSearch registry entries on your BES?
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Old 06-16-2011, 09:47 AM   #8 (permalink)
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Default Re: Issue with Asian BIG5 Character set

looking at the help for Annotation , it says, "The text to be inserted in the email message after MIMEsweeper processing.

You can use in this text characters from any available character set, for example, MS Sans Serif. The text characters are saved in HTML, rtf, and plain text format."
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Old 06-16-2011, 09:51 AM   #9 (permalink)
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Default Re: Issue with Asian BIG5 Character set

Export the text out into Notepad (not word or wordpas as this applies formatting), remove any addtional spacing, carriage returns, etc, then paste it back into MimeSweeper.
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Old 06-16-2011, 10:37 AM   #10 (permalink)
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Default Re: Issue with Asian BIG5 Character set

same issue still exists
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Old 06-16-2011, 10:44 AM   #11 (permalink)
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Default Re: Issue with Asian BIG5 Character set

Sorry for keep asking but did you also check for any of the LDAPDomain/LDAPSearch registry entries on your BES?
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Old 06-16-2011, 10:59 AM   #12 (permalink)
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Default Re: Issue with Asian BIG5 Character set

No LDAP related keys listed
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Old 06-16-2011, 11:08 AM   #13 (permalink)
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Default Re: Issue with Asian BIG5 Character set

If you were to forward the same email from your mail client in 3 different formats, html, Plain Text & Rich Text, are they all readable at the other end?
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Old 06-16-2011, 11:25 AM   #14 (permalink)
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Default Re: Issue with Asian BIG5 Character set

with disclaimer being appended then only Plain text is readable, but if I disable diclaimer then all are readable
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Old 06-16-2011, 11:26 AM   #15 (permalink)
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Default Re: Issue with Asian BIG5 Character set

i quarantined the message arriving at MIMEsweeper and all looks fine, I am now going to try and findour how I can see what the state of the message is after MIMEsweeper has processed and applied the disclaimer
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Old 08-11-2011, 07:23 AM   #16 (permalink)
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Default Re: Issue with Asian BIG5 Character set

After doing lots of tests, when the message is forwarded from OL, the chinese characters are displayed fine but when forwarded from BB the chinese characters are displayed as corrupted.

I captured the Message as it was received by MIMEsweeper and its already in a corrupted format, which indicates its not MIMEsweeper corrupting it as initially thought. Running the message through OnlineWebCheck.com - CSE HTML Validator FREE Website Check it shows that the message HMTL formatting isn't being formatted properly when sent from device.

shows an Error/ Warning on the HMTL header
xxx8220;The attribute value "ZH-CN" for the "lang" attribute was not enclosed in single or double quotation marks when it must be. In HTML5, attribute values containing literal spaces, quotes (" or '), equal signs (=), less-than signs (<), greater-than signs (>), or grave accents (`) must be quoted. Empty strings must also be quoted. In XHTML/XML, all attribute values must be quoted. Quoting values is recommended, even if it's not technically required.xxx8221;

On the message captured forwarded from BB <span lang=ZH-CN style='font-size:10.0pt;font-family:SimSun;color:red;mso-fareast-language:ZH-CN'> we changed it to <SPAN
style="FONT-FAMILY: SimSun; COLOR: red; FONT-SIZE: 10pt; mso-fareast-language: ZH-CN" lang=ZH-CN> as it should be and then the message is displayed correctly. This suggests, the original HTML part is not composed correctly.

I am not sure what to do now but I tested with same tests but under BES 5.0.2 and everything seems OK.

Any ideas what i can do ?
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Old 08-12-2011, 06:22 AM   #17 (permalink)
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Default Re: Issue with Asian BIG5 Character set

Are you still running BES 4.1 then?

Is there any reason why you couldn't upgrade to BES 5.0?
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Old 08-22-2011, 12:01 PM   #18 (permalink)
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Default Re: Issue with Asian BIG5 Character set

We will be upgrading to bes 5.0 later this year - so until then nothing much we can do, as we dont want emails out without disclaimers.
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