BlackBerry Forums Support Community               

Closed Thread
 
LinkBack Thread Tools
Old 04-16-2012, 01:18 PM   #1 (permalink)
New Member
 
Join Date: Apr 2012
Model: 9810
PIN: N/A
Carrier: Rogers
Posts: 3
Post Thanks: 0
Thanked 0 Times in 0 Posts
Default BB Handheld cannot open Email Attachments *Unknown Error*

Please Login to Remove!

Hey Everyone,

A new issue arrived since a two day internet outage last week. All of our blackberry devices on our BES cannot open email attachments. The file types in question are PDF's, images, word and excel documents.

We have tried everything minus reinstalled BES from scratch. Seems like the attachment service is pooched. Was wondering if anyone came across a similar issue and was able to resolve it without reinstalling.

What I have tried:
  • Fresh BES activation
    Resend IT Policy
    Restarting Attachment service
    Check to see if there was any updates for the free version of BES
    Ports for attachment server are not being used on firewall side.

Version of Blackberry Enterprise Server: 5.0 with service Pack 3

Thanks,
Marcus
Offline  
Old 04-16-2012, 04:55 PM   #2 (permalink)
BlackBerry Extraordinaire
 
Join Date: Mar 2006
Model: 9700
Carrier: t-mobile Germany
Posts: 1,366
Post Thanks: 11
Thanked 69 Times in 66 Posts
Default Re: BB Handheld cannot open Email Attachments *Unknown Error*

normally if you just install the BES over an existing installation this wont hurt. Install the latest full download from RIM, then, the latest servicepack for this release, and then, if you had installed other fixes, install these. Takes less then an hour.

Even a removal of the BES and a reinstall is easy since most things you can do wrong are about permissions of the service account, and, these are not neccessary to implement again in a new installation.

The database will be not be uninstalled when you uninstall the blackberry server - make a backup of course to be sure.

The only thing you really can do to wrong is to use then wrong account for installation of the BES - only use the account which was used in the first place for deinstallation and the fresh installation.
Offline  
Old 04-17-2012, 01:46 AM   #3 (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 Re: BB Handheld cannot open Email Attachments *Unknown Error*

I would only re-install as a last resort and I would try to find the issue.

It can't be that after an internet outage you have to re-install BES.

Please check the attachment server log for errors and post the relevant snippets here.
Offline  
Old 04-17-2012, 10:41 AM   #4 (permalink)
New Member
 
Join Date: Apr 2012
Model: 9810
PIN: N/A
Carrier: Rogers
Posts: 3
Post Thanks: 0
Thanked 0 Times in 0 Posts
Default Re: BB Handheld cannot open Email Attachments *Unknown Error*

Thanks for the quick response guys.

Here is the only relevant information that I got from the log.
At the bottle of the log, it states the "BBConvert.exe" has about 60 instances running. I cross compared this to "Task Manager" and there it is. Not sure if this is relevant to my issue.


[30000] (04/17 00:00:00.426):{0x33E0} [ENV] Total size of physical memory: 4188812 KB
[30000] (04/17 00:00:00.426):{0x33E0} [ENV] Size of physical memory available: 261612 KB
[30000] (04/17 00:00:00.426):{0x33E0} [ENV] Size of the committed memory limit: 8207092 KB
[30000] (04/17 00:00:00.426):{0x33E0} [ENV] Size of available memory to commit: 3182000 KB
[30000] (04/17 00:00:00.426):{0x33E0} [ENV] Total size of the user mode portion of the virtual address space of the BES process: 3145600 KB
[30000] (04/17 00:00:00.426):{0x33E0} [ENV] Size of unreserved and uncommitted memory in the user mode portion of the virtual address space of the BES process: 3124776 KB
[30000] (04/17 00:00:00.426):{0x33E0} [ENV] Size of private memory of the BES process: 1492 KB
[30000] (04/17 00:00:00.426):{0x33E0} [ENV] Total HD bytes: 53425963008, Total free bytes = 19188628480
[30000] (04/17 00:00:00.692):{0x33E0} [ENV] Error occurred while collecting performance data from the registry for System uptime (HeaderLength = 104, TotalByteLength = 984)
[30000] (04/17 00:00:00.692):{0x33E0} [ENV] Could not get System up time information. [-1]


I've tried the re-install of the Blackberry Server with no avail. Not sure if that "System uptime" error is the cause. I'm not even sure what that is to be honest.

Thank you,
Marcus
Offline  
Old 04-18-2012, 03:54 AM   #5 (permalink)
BlackBerry Extraordinaire
 
Join Date: Mar 2006
Model: 9700
Carrier: t-mobile Germany
Posts: 1,366
Post Thanks: 11
Thanked 69 Times in 66 Posts
Default Re: BB Handheld cannot open Email Attachments *Unknown Error*

When you look into the console,
expand blackberry solution topology,
blackberry domain,
component view,
attachment,
server,
klick the server,

how many attachment server are set in the config as the maximum ?
how many handhelds are on the server ?

Try to cleanup everything which is in the queque:
Managing the incoming message queue - Administration Guide - BlackBerry Enterprise Server for Microsoft Exchange - 5.0.2

then restart the server and again check what happens.
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

Similar Threads for: BB Handheld cannot open Email Attachments *Unknown Error*
Thread Thread Starter Forum Replies Last Post
Losing Call Logs, SMS or Emails? Optimize your BB! How To Setup for max free memory! John Clark BlackBerry Help 1620 12-31-2012 06:43 AM
Can't open email attachments davisgrp General 9500 Series Discussion - Storm 2 01-07-2010 09:39 AM
BB can't open Office 2007 attachments? doctortt BES Admin Corner 9 01-26-2009 07:56 AM
Cannot open email attachments jmoore6 General BlackBerry Discussion 1 09-26-2008 05:36 PM
BES 4.0 SP1 for Exchange now available! jibi BES Admin Corner 20 05-04-2005 10:00 PM





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