We seem to be having an issue with the Blackberry devices with regards to an Image in a signature on an email that we receive daily whereby the Blackberry does not recognise that an attachment is on the email.
In the last 2 weeks we have been experiencing a problem whereby, in some emails that contain both attachments AND have and inline image/logo in the senders signature, on all our Blackberry units that are HTML enabled (irrespective of model and firmware levels) the attachment link does not appear. If we press the menu (left) button and then select either (1) open attachment or (2) get plain text, then open attachment – we can then open the attachment – but only this way – there is no link to the attachment in the original email as normally displayed under the subject/timestamp of the email.
The unit which we have tested is a Bold 9700 running firmwares 22.214.171.1241 & 126.96.36.1994 but we are seeing this issue on any of the 5.0.0.xxx releases. On Version 5.0.0.xxx Units, you do have the option for "Open Attachments" in the menu but selecting this does nothing as if it is a broken link. We have tried the same email on a Bold 9000 that is running 188.8.131.522, although the same thing occurs with regards to the number of attachments listing under the subject, selecting "Open Attachments" from the menu on this version brings up the list of attachments, showing both the inline image/logo and the file as attached and you can proceed to vieweing/accessing the attachments from there. We have also tested other units and seeing this issue on 8200's as well, so basically any HTML Enabled blackberry device...
In the email, there is a single banner type image... The code around the image once we view the source of the email is as follows.
<b><span style='font-weight:bold'><a href="http://www.foxtel.com.au/">www.foxtel.com.au</a></span></b> <b><span style='font-weight:bold'><br> </span></b><br>
<img border=0 width=595 height=80 id="_x0000_i1025"
<p class=MsoNormal><font size=2 face=Calibri><span lang=EN-AU style='font-size:
If, as mentioned above, we select "Get Plain Text" on the 9700, the email converts to Plain Text, and it shows that there are 2 attachments (directly under the subject) as if it was operating normally. Selecting Get HTML again hides the attachments and breaks the "Open Attachments" link.
The following is the Internet Headers for the email... Please note email addresses and server names have been removed for security purposes...
Received: from MAIL SERVER by HUB SERVER ([IP ADDRESS]) with mapi; Fri, 29 Jan 2010 10:13:04 +1100
Content-Type: application/ms-tnef; name="winmail.dat"
From: REMOVED USER NAME
To: REMOVED USER NAME
Date: Fri, 29 Jan 2010 10:13:03 +1100
Subject: FW: FOXTEL daily 28 Jan 2010
Thread-Topic: FOXTEL daily 28 Jan 2010
Message-ID: <77B8E4F75B53254CA24D0DB319401D062AB63C15A6@MAIL SERVER NAME>
Accept-Language: en-US, en-AU
X-MS-TNEF-Correlator: <77B8E4F75B53254CA24D0DB319401D062AB63C15A6@MAIL SERVER NAME>
We have made no changes to our server/infrastructure environment to cause this to happen, and have since upgraded our BES and Exchange servers to the latest Windows and Application patches available – but still no luck.
For troubleshooting purposes, the following are the version numbers of the server side software:
Blackberry Enterprise Server: 184.108.40.206
Server Operating System: Windows Server 2003 R2 x86 - 5.2 R2 (Build 3790.srv03_sp2_gdr.090805-1438)
Exchange Server: Exchange 2007 Enterprise (Version 8.2 Build 176.2)
We have also spoken to the senders of the email and they have also tried sending it internally and have also now started to see the same issue as we are seeing
Has anyone else experienced this issue and managed to find a workaround/resolution?
Your prompt responses and any advice will be greatly appreciated
Thanks in Advance,