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Old 08-25-2010, 11:39 AM   #1 (permalink)
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One of my users just bought himself a Torch (w/voice plan) and I placed it on our BES. Tested, no problem.

Now he comes to me and says he cannot see his incoming message text. The email is received, the Subject text is there, but no message text. He sees it in his Outlook email, I see it when I forward the message to myself (on both Outlook and my 8320), but the message text is not on his 9800 Torch. I have one other Torch user with no issues. (We are basically a Bold shop.)

To be honest my "test" of the unit included sending and receiving an email with a Subject but no message text, as this has never occurred before.

Been searching around (inc this forum) to no avail. It must be a config issue, but I've been through all the menus with no luck. His BES account was not modified, just added this new device. Anyone seen this before and know how to resolve it?

Much obliged!

Paul
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Old 08-25-2010, 12:54 PM   #2 (permalink)
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What OS version is each Torch running?

Not all units shipped with the latest version of the OS already installed.

What version of BES r u running?
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Old 08-25-2010, 01:44 PM   #3 (permalink)
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While in the email, hit the menu button and click on "get plain text" see if that works.
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Old 08-25-2010, 03:09 PM   #4 (permalink)
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Thanks for responding. Each Torch is running 6.0.0.141. I believe that is the latest; they were both purchased last week within a couple days of each other.

BES version is 4.1.6.19. We'll be upgrading to 5.0 within the month.

I tried "get plain text", but nothing happened.

Interesting, I can see what I type in an outgoing message, but when I send the message to this same device, I canot see the message text.

I have tried looking for font colors or Security settings that may be part of this, but nothing. In fact, settings are pretty much the same for each Torch, only this one does not show incoming message text.
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Old 08-25-2010, 03:40 PM   #5 (permalink)
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I do not know what the issue was, but a number of reboots of the device, along with connecting it to the BES again, seems to have resolved the issue. The text now appears. Strange, it takes a half-second or so to actually appear; I've never seen that delay, even in messages that have been opened previously.

Regardless, it now shows incoming message text and that was all I was concerned about. Thanks for your input, it is truly appreciated.
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Old 08-26-2010, 07:04 AM   #6 (permalink)
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We just completed a training class and BES 5.0 supports the OS6 and previous much better. We're due to miragte to that in Q1 or Q2.
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