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Old 02-21-2006, 02:49 PM   #1 (permalink)
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Default Scrambled e-mails with BES v4.0 and 7290...

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Hey guys, I have quite an issue on my hands here affecting a high-up user. I'm running Blackberry Enterprise Server (full Enterprise Edition) v4.0 that was installed from scratch on a new box running Windows Server 2003 Standard Edition SP1. Everything has been running great with no issues. I was running v3.6 beforehand but our old box couldn't handle the v4.0 requirements, so we deployed the new BB server and migrated the users over to the new one. Both the old v3.6 and v4.0 servers are running, and both have users, but AFAIK they are not linked together or anything. We are using Microsoft Exchange 2003 SP2. So far everything has gone great without any hiccups at all, I really love the v4.0.

Just recently one of our users have been running into problems sending e-mails. At random, when he replies to an e-mail sometimes it will send and when the recipient gets the e-mail, it appears to be scrambled. Here is an example e-mail below (e-mails blocked out for privacy):

"-----Original Message-----
From: "**" <*@*.com>
Date: Tue, 21 Feb 2006 12:05:37
To:<*@*.com>
Subject: **

PCFET0NUWVBFIEhUTUwgUFVCTElDICItLy9XM0MvL0RURCBIVE 1MIDMuMi8vRU4iPg0KPEhUTUw+
DQo8SEVBRD4NCjxNRVRBIEhUVFAtRVFVSVY9IkNvbnRlbnQtVH lwZSIgQ09OVEVOVD0idGV4dC9o
dG1sOyBjaGFyc2V0PXV0Zi04Ij4NCjxNRVRBIE5BTUU9Ikdlbm VyYXRvciIgQ09OVEVOVD0iTVMg
RXhjaGFuZ2UgU2VydmVyIHZlcnNpb24gNi41Ljc2MzguMSI+DQ o8VElUTEU+UmU6IFNQUE48L1RJ
VExFPg0KPC9IRUFEPg0KPEJPRFk+DQo8IS0tIENvbnZlcnRlZC Bmcm9tIHRleHQvcGxhaW4gZm9y
bWF0IC0tPg0KDQo8UD48Rk9OVCBTSVpFPTI+QXJlIHlvdSBpbi BOWUM/PEJSPg0KLS0tLS0tLS0t
LS0tLS0tLS0tLS0tLS0tLS08QlI+DQpTZW50IGZyb20gbXkgQm xhY2tCZXJyeSBXaXJlbGVzcyBI
YW5kaGVsZDxCUj4NCjxCUj4NCjxCUj4NCi0tLS0tT3JpZ2luYW wgTWVzc2FnZS0tLS0tPEJSPg0K
RnJvbTogQ0hBUkxFUyBCT05BTjxCUj4NClRvOiBSaWNrIE1pY2 hhZWxzPEJSPg0KU2VudDogVHVl
IEZlYiAyMSAxMDozNDowMCAyMDA2PEJSPg0KU3ViamVjdDogU1 BQTjxCUj4NCjxCUj4NCkhpIFJp
Y2ssPEJSPg0KPEJSPg0KSSB3b3VsZCBsaWtlIHRvIGhhdmUgYS Bjb252ZXJzYXRpb24gd2l0aCB5
b3UgYWJvdXQgaG93IEJJRyBhbmQgU1BQTiBhcmUgZXZvbHZpbm cuJm5ic3A7IEVzcGVjaWFsbHkg
YXMgaXQgcmVsYXRlcyB0byB0aGUgY3VycmVudCBkZWFsIHN0cn VjdHVyZS48QlI+DQo8QlI+DQpJ
cyB0aGVyZSBhIGdvb2QgdGltZSB0byBjYWxsIHlvdT88QlI+DQ pCZXN0PEJSPg0KQ1NCPEJSPg0K
U2VudCB3aXJlbGVzc2x5IHZpYSBCbGFja0JlcnJ5IGZyb20gVC 1Nb2JpbGUuPEJSPg0KPEJSPg0K
PEJSPg0KPEJSPg0KPEJSPg0KKioqKioqKioqKioqKioqKioqKi oqKioqKioqKioqKioqKioqKioq
KioqKioqKioqKioqKioqKioqKioqKioqKioqKioqKioqKioqKi oqKioqKioqPEJSPg0KVGhpcyBm
b290bm90ZSBjb25maXJtcyB0aGF0IHRoaXMgZW1haWwgbWVzc2 FnZSBoYXMgYmVlbiBzY2FubmVk
IGJ5PEJSPg0KUGluZUFwcCBNYWlsLVNlQ3VyZSBmb3IgdGhlIH ByZXNlbmNlIG9mIG1hbGljaW91
cyBjb2RlLCB2YW5kYWxzICZhbXA7IGNvbXB1dGVyIHZpcnVzZX MuPEJSPg0KKioqKioqKioqKioq
KioqKioqKioqKioqKioqKioqKioqKioqKioqKioqKioqKioqKi oqKioqKioqKioqKioqKioqKioq
KioqKioqKioqKioqKioqPEJSPg0KPEJSPg0KPC9GT05UPg0KPC 9QPg0KDQo8L0JPRFk+DQo8L0hU
TUw+


<BR>
<BR>
************************************************** **********************************<BR>
This footnote confirms that this email message has been scanned by<BR>
PineApp Mail-SeCure for the presence of malicious code, vandals & computer viruses.<BR>
************************************************** **********************************<BR>
<BR>"

This is with a Blackberry 7290 (Cingular blue) device. I have already tried clearing the device and reinstalling the device software and this did not help it. Does anyone have any ideas??
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Old 02-21-2006, 04:25 PM   #2 (permalink)
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You use Microsoft Exchange 2003 SP2 then you need to upgrade your BES to BES 4 SP3 (and the latest Hotfixes, but at least SP3), then look also if you can upgrade the handheld software to 4.0.2

http://blackberry-links.com/software...-cingular.html

Regards,
Bob
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Old 02-21-2006, 05:16 PM   #3 (permalink)
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Thanks, I'm already on BES v4.0 SP3 (4.0.3 Bundle 9). I tried upgrading to Bundle 17 but I never got an install CD (downloaded it off the Blackberry.com website) and when I try and launch the install file, it extracts the install files to the temp directory. I tried launching setup and then copying the extracted temp files to another location and then using it to install the Bundle 17 hotfix, but it just isn't working out.

Also, the device has the latest 4.0.2 device software installed. It was installed on his old 7290, then when I swapped it out with a new one, I installed it again.

I don't think the issue lies with the Exchange SP2 incompatibility because we have been running SP2 since we deployed our new BES and have had BES v4.0.3 installed from the start.

I talked with RIM and they said that I need to try and delete the user from BES (clear statistics as well), clear the data on the device, and then add the user and set up the device with the latest device software (4.0.2.xxx). I'm going to try this and if it doesn't work then I'll call them back, but they said they really couldn't come up with a solution other than removing and adding the user and reinstalling the device software again.

I think RIM and myself are both at our wit's end on this one. It makes it all the more mysterious that this started happening out of nowhere (we haven't installed any updates on our BES since we deployed it, and haven't upgraded any devices unless necessary), it's only happening with one user (and I've already tried swapping device, reinstalling device software), and it's happening with random recipients and at random times of day. I can't put anything together here...
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Old 02-21-2006, 10:49 PM   #4 (permalink)
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Does Pine-App alter outgoing mail?
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Old 02-22-2006, 07:38 AM   #5 (permalink)
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The Pineapp is our hardware e-mail firewall that only scans incoming and outgoing mail for viruses and spam. It has never jumbled e-mails like this and shouldn't.
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Old 02-22-2006, 09:35 AM   #6 (permalink)
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Have you tried using dbclean? One time I was having issues syncing blackberries and RIM sent me that file dbclean.exe. If you would like it let me know and I can send it to you.
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Old 02-24-2006, 05:50 PM   #7 (permalink)
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OK guys, after a few days of endless troubleshooting, I'm almost at the bottom of this issue. Something leads me to believe that the footnote tagged onto our e-mails from our Pineapp hardware firewall (e-mail scanner) is causing the e-mails to become scrambled. Pineapp is working on our boxes to get rid of this footnote, but I was curious if anyone else had an e-mail hardware/software firewall scanner that was attaching footnotes to all the outgoing e-mails. I can't reproduce the errors from our old v3.6 BES server, so it has something to do with our newer BES v4.0.
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Old 02-24-2006, 10:36 PM   #8 (permalink)
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You'll want to look at the encoding format of the e-mail. I believe 4.0 was the first version to use UTF-8.
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Old 12-29-2006, 03:32 PM   #9 (permalink)
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Default BBTechGuy is right

I have the same issue. It only happens when users send or reply to certain recipients. BES 4.0 sends messages in UTF-8 format. Some email clients e.g. gmail.com does not support UTF-8.

So far I have found the only option is to control default message format with Exchange by using uuencode as the default.
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